{"id":19718,"date":"2021-02-26T12:15:35","date_gmt":"2021-02-26T11:15:35","guid":{"rendered":"https:\/\/sendapp.live\/?p=19718"},"modified":"2021-02-26T12:15:35","modified_gmt":"2021-02-26T11:15:35","slug":"mobile-messaging-sendapp","status":"publish","type":"post","link":"https:\/\/sendapp.live\/it\/2021\/02\/26\/mobile-messaging-sendapp\/","title":{"rendered":"Mobile Messaging to Grow Customer Service Channel"},"content":{"rendered":"

The Guardian<\/em>\u00a0published\u00a0a statistic<\/a> that alarmed customer-centric companies everywhere: while 75 percent of UK adults owned smartphones, a full quarter of them never, ever used them for phone calls. If your customers aren\u2019t willing to pick up the phone when they have a problem, how can you help them? Slowly, over email? Publicly, on social media? Mobile Messaging to Grow Customer Service Channel.<\/p>\n

But over the last few years, a new customer service channel has elbowed past the others. Mobile messaging apps aren\u2019t just popular, they\u2019re practically ubiquitous. In 2018, over\u00a02 billion people<\/a>\u00a0use mobile messaging apps, and that number is climbing fast.<\/p>\n

According to the\u00a02018 Customer Service Messaging Trends Report<\/em><\/a>, commissioned by Nuance Communications, over 55 percent of consumers prefer to use messaging to communicate with companies \u2014 and almost 80 percent of millennial consumers would do just about anything to avoid contacting companies by phone. If the only alternatives you offer are your public social media accounts, customers will happily air their complaints to an audience, but mobile messaging is a better solution for everyone involved.<\/p>\n

Mobile Messaging is Huge<\/h3>\n

So, what are we talking about when we talk about mobile messaging apps? You\u2019re probably already familiar with one of the most popular options: Facebook Messenger. With the introduction of Messenger for Business in 2015, Facebook put live chat in the hands of everyone who had a company Facebook page, and customers have been demanding that sort of near-instant interaction ever since.<\/p>\n

But Facebook isn\u2019t the only mobile messaging option around. In fact, it\u2019s not even the most popular. That honor goes to WhatsApp (acquired by Facebook in 2014), which saw 450 million daily active users last quarter. Then there\u2019s WeChat, QQMobile, LINE, imo, and many, many more. It\u2019s multi-billion user market, so there\u2019s lots of room for competition.<\/p>\n

\"\"<\/a><\/p>\n

Mobile messaging apps allow users to chat with each other one-on-one or in groups from their smartphones. They often let users share stickers, photos and other media, too.<\/p>\n

According to\u00a0Quiq<\/a>, a company that facilitates mobile messaging for its clients, customer satisfaction is notably higher for messaging than traditional phones \u2014 90 percent for messaging compared to 77 percent for phones. Talking to\u00a0Forbes<\/em><\/a>, Quiq CEO Mike Myer said,<\/p>\n

\u201cThe convergence of consumer demand for messaging coupled with the opening of messaging platforms for business use, like WhatsApp and Apple Business Chat, will create an imperative for companies to adopt consumer messaging this year. In the end, the consumer wins. They will be able to connect with service or support on their own terms, via their preferred communication channel.\u202fNot only will customers be happier, but companies will be more effective versus traditional phone and email customer service channels.\u201d<\/em><\/p><\/blockquote>\n

Consumers love them, and companies increasingly do, too. That\u2019s why most of these services have moved to offer business-specific accounts with enterprise-level features, like analytics, broadcast messages, advertising integration or customer management.<\/p>\n

Messaging Saves Time<\/h3>\n

One of the main reasons companies are flocking to mobile messaging is that they save significant time without compromising the customer experience. The reason for this is simple.<\/p>\n

Phone calls and in-person customer service are synchronous activities, requiring both parties to participate simultaneously. You\u2019re engaged with one person until they\u2019re ready to wrap up the interaction, and you can\u2019t do anything but help them. Email is the asynchronous \u2014 sent off by one person at one time, and received and answered later by another. You can help many people in a short period of time, but your answer may arrive well after the impulse to book has passed.<\/p>\n

\"\"<\/a><\/p>\n

Mobile messaging falls between these two states. Conversations are often live, but they don\u2019t demand your full attention. You\u2019re limited only by your typing speed and your ability to keep track of multiple conversations. Customers get the quick feedback they crave, but you\u2019re not stuck dealing with them and them alone for an indeterminate length of time.<\/p>\n

Messaging services often support automated responses, too. Chatbots or simple autoresponders can ensure that customer messages aren\u2019t lost when you\u2019re offline, and that customers aren\u2019t left to wonder when they\u2019ll hear back.<\/p>\n

Messaging Encourages Loyalty<\/h3>\n

For customers, messaging can be a powerful relationship builder. Phone calls are an event \u2014 a customer needs to be prepared, and that can put them in a combative mood, particularly after waiting through busy signals or holds. A message can be sent more casually, especially when it\u2019s sent in an environment they\u2019re already comfortable in, like the chat service they use daily.<\/p>\n

By interacting one-on-one, you give customers the opportunity to connect with your brand, to feel valued and seen.<\/p>\n

Messaging Simplifies Customer Service<\/h3>\n

Smartphones are powerful tools, but when we use them as phones, we\u2019re barely scratching the surface of what they can do. How many times have you had to halt a customer service exchange on the phone to ask a customer to forward an email or send a copy of a ticket or a receipt?<\/p>\n

With mobile messaging, you and the customer are both free to react to the changing needs of the conversation\u00a0without leaving the conversation<\/em>. A customer can pop over to an email app without accidentally disconnecting the call, or take a photo of a ticket and drop it directly in your chat. No more drawn-out back and forth.<\/p>\n

Mobile messaging is a timesaver and a loyalty builder. It\u2019s also here to stay for the forseeable future. It\u2019s just one of several channels your tour and activities company should support \u2014 there will always be customers who don\u2019t adopt new technology \u2014 but it\u2019s a big one, and it\u2019s right there waiting for you.<\/p>\n

To create, schedule and send massive marketing\u00a0 sending campaign to all whatsapp contacts and any other external contacts use SendApp. Using SendApp you can send personalized text, image, video, audio, pdf messages to everybody provided that his phone number has a whatsapp account.<\/p>\n

Try it now<\/strong><\/a><\/p>\n","protected":false},"excerpt":{"rendered":"

The Guardian\u00a0published\u00a0a statistic that alarmed customer-centric companies everywhere: while 75 percent of UK adults owned smartphones, a full quarter of them never, ever used them for phone calls. If your…<\/p>\n","protected":false},"author":22,"featured_media":19720,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_daim_seo_power":"","_daim_enable_ail":"","footnotes":""},"categories":[19],"tags":[49,31,54,119,2543,2578,2554,30,2542,25,2540,2579],"class_list":{"0":"post-19718","1":"post","2":"type-post","3":"status-publish","4":"format-standard","5":"has-post-thumbnail","7":"category-whatsapp","8":"tag-come-inviare-messaggi-che-si-autodistruggono-su-whatsapp-e-possibile-inviare-messaggi-whatsapp-che-si-autodistruggono-dopo-24-ore-utilizzando-funzione","9":"tag-free-whatsapp-bulk-sender","10":"tag-rendi-i-messaggi-piu-attraenti-con-sendapp","11":"tag-come-inviare-messaggi-che-si-autodistruggono-su-whatsapp","12":"tag-message","13":"tag-message-sender","14":"tag-send","15":"tag-sendapp","16":"tag-sending","17":"tag-whatsapp","18":"tag-whatsapp-marketing","19":"tag-whatsapp-messaging"},"yoast_head":"\nMobile Messaging to Grow Customer Service Channel<\/title>\n<meta name=\"description\" content=\"If your customers aren\u2019t willing to pick up the phone when they have a problem, how can you help them? 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