Why Your Customers Prefer To Chat With You Through Instant Messaging
“64% of people prefer text messaging versus calling for customer service and another 44% would rather send a text than stay on hold”
In a fast paced world dominated by convenience, messaging--through the use of SMS, social media, texting and WhatsApp-- is the single most efficient and preferred way to communicate in today’s multitasking society.
There is no need to set aside a time or location to send an instant message. Messaging is available at your convenience whenever you desire.
Because of this, it should not come as a surprise that companies are turning to instant messaging to facilitate conducting business. Customer service, e-commerce, marketing, sales; the applications are endless..
Companies are realizing that customers want to reach out to them in the same manner they reach out to everyone else in their lives--through instant messaging.
According to an article by Dani Wanderer on Quiq.com, “CIO Today [shared] that 64% of people prefer text messaging versus calling for customer service and another 44% would rather send a text than stay on hold.”
But how would all of this work?
How would companies keep up with the flooding of messages if all of their customers contacted them through IM?
This is where automated bots come in.
Chatbots like the kind we create at Hubtype.
Chatbots facilitate and automate customer inquiries and interactions with features like metrics, CRM integrations, suggested replies, AI and so on.
With chatbots, companies can handle basic tasks and questions at scale submitted at any time of the day in a simple and efficient manner that does not take away from the customers experience with the company. Human agents can focus their attention on the customers that need them the most.
The customer receives the help they need when they need it, and the business saves time answering generic questions and solving common problems by leaving it up to the bots to automate.
Simply put: interaction through chatbots is the future of customers’ communication with businesses, and you might be surprised with how easy they are to implement.