Business Messaging 101: The Benefits, Best Practices And Use Cases
Guilty of taking too long to respond to customer messages? Perhaps the only way your customers can reach you is by giving you a ring or writing you an email. If this sounds like you, it’s time for you to position your business right such that there is consistent engagement with your customers.
The modern-day customer has high expectations when it comes to communication, especially now that we’re in a digital-first world. A handful of slow responses, inconsistent reply patterns and sticking to traditional customer communication channels are all it takes to lose customers and leave a huge dent in your reputation.
In this article, we’re sharing everything you need to know about business messaging solutions, from best practices to use cases. But before we dive right in, let’s take a look at what business messaging is and how it can benefit your business.
What Exactly Is Business Messaging?
Business messaging, in layman’s terms, is a company’s use of digital communication channels to interact or converse with its customers and other stakeholders.
What counts as business messaging? It could be the good old email, an instant message, an SMS, a short exchange on social media or even a chatbot on your website. The goal? To engage in real or near real-time with your audience.
The Benefits Of Business Messaging Solutions
The numbers are clear: 89% of customers are likely to do repeat business with you after a positive customer experience, but that’s just the tip of the iceberg. If anything, more than 50% of consumers believe businesses should be available around the clock. But what benefits can you expect from upgrading your business messaging solution?
- Connect with customers on platforms they already use, eliminating extra steps or app downloads to get in touch with you.
- Respond to inquiries faster, allowing you to shorten their time to value and improve customer communication and satisfaction.
- Deliver personalized messages that make your customers feel heard and supported while improving.
- Integrate messaging solutions with your existing CRM to streamline workflows and enhance efficiency.
- Automate routine queries to free up your support team for more complex customer needs.
- Maintain consistent customer communication across all channels for a unified experience.
- Use analytics from your messaging solutions to drive smarter, targeted business decisions.
6 Best Business Messaging Practices That Drive Better Customer Interactions
Integrating business messaging solutions into your customer communication strategy is only one part of the equation. You need to put the right practices in place to ensure you get the most out of your investment.
Here are 6 ways you can make your business messaging solutions work for you.
1. Personalize your messages
Personalizing messages goes far beyond adding the customer’s name to a message. Keep individual customer preferences in mind to ensure the messages are meaningful and engaging.
2. Respond quickly
People love businesses that respond to their messages faster, especially when they are frustrated, dissatisfied or want to know more about your products and services. Quick responses can help you de-escalate issues and prevent customers from seeking business elsewhere.
3. Keep messages clear and concise
Customers appreciate messages that are straightforward and to the point. Keep your messaging clear and concise to eliminate confusion and ensure your target audience grasps the information they need quickly.
4. Make it easy for your customers to reach you
Use multiple communication channels to facilitate business messaging. This not only allows your customers to engage with you on platforms they love but also keeps them engaged and more likely to make future purchases.
5. Keep business messaging solution guidelines in mind
Ensure your business messages align with regulations in your jurisdiction to prevent legal issues and liabilities in the future. Partnering with a business messaging service provider like Devotel can help you ensure you’re reaching your customers compliantly.
6. Put customer service first and sales second
Focus more on resolving your customer’s issues and addressing their needs, not spamming them with sales messages. Customers who feel prioritized are more likely to stick to your brand, even if a promo message occasionally pops up.
Business Messaging Channels Every Enterprise Should Use
Whether it’s for customer support, marketing, or transactional alerts, these platforms ensure you can deliver your message effectively and build lasting relationships.
- SMS messaging
- Email messaging
- Chatbots
- WhatsApp Business
- Telegram
- Viber Business
- Meta (formerly Facebook) Messenger
- Google Business Messages
- Instagram Direct
- Line
- Push notifications
Business Messaging Use Cases You Should Capitalize On
You’ve got the right platforms in mind, and you’re ready to connect with your customers. The next step is figuring out the best ways to use messaging solutions to drive the most business impact.
Here are a few ways you can get the most out of your business messaging solution:
Customer service communication
Using messaging platforms to handle inquiries and support requests allows you to resolve issues swiftly and efficiently. This real-time engagement not only minimizes downtime but also builds a reputation for reliability and responsiveness, making customers more likely to return for future interactions.
Marketing and promotions
Beyond support, business messaging can be a powerful tool for sending your customers targeted promotions, exclusive offers and more. Use your customer database to segment your audience, create campaigns that speak to their interests, and watch your ROI skyrocket.
Order confirmation and tracking details
Keeping customers in the loop about when to expect their orders can add to their shopping experience. You can use business messages to automate order confirmations and enable real-time tracking to keep them informed every step of the way.
Security alerts
Sending your customers instant alerts about logins, suspicious activities, or transactions will not only reassure them that you value their safety in today’s data-first world. It also makes it easier for them to take action faster to prevent data leaks, identity fraud and even financial loss.
Welcome messages
When a new customer signs up or makes their very first purchase, a friendly introductory message to guide them through your services and highlight key features of your offer goes a long way in setting the tone for long-term engagement and loyalty.
Appointment booking confirmation
For service-based businesses, confirming appointments, sending automated reminders, and even sharing rescheduling options through business messaging solutions can streamline the process for clients and minimize the likelihood of no-shows and scheduling conflicts.
The takeaway
Gone are the days when businesses waited for their customers to find them. You have to make an effort to meet them where they are. With the right messaging solutions, you can deliver quality customer experiences, and Devotel can help you do just that.
Ready to change the way you connect with your customers?
