Why messaging

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Convenient and conversational, social messaging facilitates a direct, personal engagement between you and your customers. Customers can engage with your brand and seek customer service to resolve problems in their own time, on a familiar channel. Leading insurance company AXA learned first-hand the power of taking a customer-first approach.

Based on feedback from its customers, AXA integrated WhatsApp into its customer service engagement strategy to deliver faster, more personalized service. Using WhatsApp for customer service has boosted their customer satisfaction score to 4. In only four weeks we were up and running with the platform! Is your brand always seeking new ways to gain customer loyalty and retain customers?

Catching the attention of customers long enough to make an impression can be a challenge in itself. Delivering personal service on the channel of their choice is one of the most effective ways to surprise customers and turn them into fans for life. With Sparkcentral by Hootsuite , you can easily customize proactive messaging, automation flows, and bots to create memorable customer experiences that build lasting, meaningful connections. They shared status and delivery updates with customers through WhatsApp, using an automated messaging flow to send customers the answers they wanted most—without them even having to ask.

This seamless customer experience resulted in a major decline in support tickets throughout their ordering process. One of the best opportunities that social media provides is to reach precise audiences with personalized messaging. Likewise, social messaging enables brands to integrate customer data into their messaging platform to get personal with customers—even at scale.

Integrate your social media and messaging data with your customer relationship management CRM platform using Sparkcentral by Hootsuite to ensure a seamless experience for your customers and your customer-facing employees.

To deliver personalization at scale, you can customize messaging bots and introduce some automation to your customer engagement and customer service workflows to handle repetitive questions. Setting up bots to auto-respond to people guarantees they get a quick reply. First up, the huge shift to mobile. This shift has fundamentally altered the way people interact with each other. And it means that in the future of work, people will no longer be tied to their desks or their workshops.

Being able to adopt new technologies could be the difference between success and failure. In a world where instant communication is a thing — messaging apps are now bigger than social networks — organizations are playing catch up. The future of work will see an ever-increasing convergence in how we communicate in our personal and work lives. Their default setting is mobile, not PC. And they respond instinctively to the new way of communicating: video, emojis, Reactions, and GIFs.

Any attempt to plan for the future of work will need to take the needs and expectations of the younger generation into account.

And those demands will be borne of the tools they already know and love. As we talk to our customers we see attitudes changing. The days where organizations see messages with emojis or a GIF as being somehow less intelligent or less professional are fast disappearing. Not because writing an email is hard, but because the informal, prosaic, and dry nature of email is so alien to students. Organizations can adapt or die.

The smart ones will embrace the new communications tools that empower people to work more effectively. Some businesses think that being truly open means they lose control. The companies we talk to tell us they worry about giving people the right to reply. What if people are unhappy?

What if they spread messages of discontent and post their grievances live and on air? Better to know, than for leadership teams to bury their collective heads.

On any given day through our own Workplace Groups and feeds, we have many people voicing opposition or debating internally about proposals, projects and the direction of travel. Have you tried it? Run some searches about your own organization on social media. What activities are taking place using shadow IT? Acura has frequently pushed its brand to the limits and has now given consumers the power to personalize their own TLX sedan via a bot-driven messaging experience. After all, making an auto purchase requires a lot of decisions—from the kind of transmission you want to the color of the car to the quality of the interior.

So, the automaker turned to messaging to simplify car shopping. By answering a series of questions, customers build and price their own TLX. Users can pick colors, interiors and technology packages to create and price their dream car. And they can use the messaging tool to learn more about the care and find out where they can give it a test drive. It turned out that this kind of personalization was so engaging that it did more than simply generate qualified leads; it actually moved car buyers through the purchase funnel.

Over 50 percent of people built a car within the experience. And 93 percent took a lower funnel action such as making a price request or locating a dealer. Customize an Acura. Conversational commerce has been around since the first humans started trading.

Travel and tourism is certainly a market where a reliable recommendation can make a world of difference. Just about everyone wants to get the best room at the best price. And it needs to be quick, easy and frictionless. SnapTravel uses conversational commerce to help people find and book the perfect hotel, all via text or messaging app. Once a customer begins a chat with SnapTravel, its AI-powered bot scours hundreds of sources to locate the best hotel deal.

And Snap Travel found that messaging users were more likely to book, more likely to book at a higher price, and more likely to return. In fact, using a messaging app provided a 55 percent improvement in customer response time for Snap Travel.

And that was a key factor in what it found was a 2. Book with Snap Travel. Buyers want to engage with people who genuinely care about them, who want to see them succeed and want to help them get there. Commercial brands can take a cue from the not-for-profit world where messaging apps are being used to help people who need to reach out for information or for a compassionate ear.

Messaging became the communication mode of choice because parents could anonymously get answers to their burning questions or clarify doubts they might have. But understanding this was a complex issue for many people reaching out, BeLonG To also ensured that people could connect with real support staff at the organization.