Improve customer service through digital messaging
Digital messaging is a simple, fast and efficient mean of communication. You will also notice that most companies now use this method to communicate internally, but especially with their customers and leads. Whether by SMS or via social networks, it allows them to improve their customer service.
Find out how below.
Be more present for customers and potential leads
Digital messaging makes it easier for customers or prospects to reach the right managers if they have questions about a company’s services, products or how it operates. The cost of communicating via SMS or instant messaging on social media is generally more affordable than other means and responses are faster.
Assist customers in the use of products or services
Customers may encounter difficulties in installing or using the products. Digital messaging then allows them to get help quickly and more efficiently since written instructions are generally easier to follow.
In addition, messages are cheaper than phone calls.
Get reviews
Digital messaging is an effective way to collect opinions, suggestions, and constructive feedback from customers, or even prospects, so they feel listened to, important, and valued. It also allows the company to evaluate its performance and adapt its strategies according to the needs and demands of its target audience.
Notify customers of an important event
Is a customer’s subscription expiring soon? The company offers a new product that could suit this or that person? A buyer’s order is ready, dispatched or delivered? The company is facing unforeseen events in relation to the realization of a project? The service is temporarily closed? Whatever the industry, digital messaging allows a company to convey key information to its customers and inform them of important events.
Expressing gratitude
Businesses typically use digital messaging to thank customers for registration, purchase, loyalty and even to offer them rewards. It is also through this channel that they send their wishes on birthdays or holidays such as New Year’s Eve. In this way, customers feel the importance given to them.
Use a messaging platform to facilitate communication!
There are now platforms designed specifically to make it easier to manage digital messaging. At Cocoapp, we offer an SMS connector and a Facebook connector through which you can manage all your interactions with your customers via the same application (SMS, private message on Facebook or reactions) to improve your customer service. In addition to being practical, they are easy to handle. Do not hesitate to contact us for additional information about our offers and prices.
