Why Companies are Using Messaging Apps for Customer Service

 In Customer Service

WhatsApp customer service? Happy customers are more important now than ever before. Despite this, many companies are still hard to get in touch with, or simply have inadequate customer service. Email and telephone are still the most commonly used customer service tools. But messaging apps are the perfect solution to increase customer satisfaction, loyalty, and of course, the hope of increasing sales and decreasing resource like time and costs.

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Messaging apps have what’s needed to disrupt the current customer service rubric. Just as we explained in Part 1 of our 6-part mini series “Messenger for Businesses: Customer Service and Chatbots with WhatsApp and Co.”, customer service over WhatsApp is more popular than email or social media!

In Part 2, we’ll explain why customers should use messenger apps and chat communication for customer service. The following topics will be discussed in-depth:

  1.  Customer Service in the Time of Social Media and the Messaging App
  2. Messaging Apps Offer Clear Advantages
  3. Study: Support via Messaging Raises Customer Satisfaction, Loyalty, and Sales

1) Customer Service in the Time of Social Media and the Messenger Chat App

The challenges that companies face with potential and current customers are clear: how can I offer fast, high-quality service, keeping my customers as happy as possible? It’s naturally also in the company’s best interest to use as few as possible resources, such as employees, budget, time, and technology.

Often, customer service is a negative telephone hotline or email experience. Since the beginning of the 2010s, customer service or community management has also taken place over Facebook, Twitter, and Co. Today, we’re living in the world of messenger apps like WhatsApp or Apple iMessage. The Messenger User Penetration and Global Statistics show clearly that direct messaging is the most popular form of communication worldwide.


2) WhatsApp, Facebook Messenger, and other Messaging Apps Offer Clear Advantages in the Customer Experience

  • Access: 1.5 billion internet users use WhatsApp worldwide. In Europe, South America, and the Asia Pacific region, it’s the clear favorite among messaging apps
  • Experience: The results of the BT & Cisco Survey, with 5,000 participants from ten countries, showed that people prefer the simplest and most direct way to contact companies.
  • Speed: Using every day messaging apps is the absolute quickest customer service solution. You can write quickly and directly, a clear advantage over email, which often moves slowly and is less interactive. Additionally, shorting waiting periods while searching for a receipt or answering the doorbell are less annoying — over the phone, these pauses can be extremely inconvenient.

facts-time-factor-customer-satisfaction

The trend says that up until 2020 customer experience and satisfaction will play a massive role.  Source: Trendbüro

  • Acceptance: Messaging apps are allowed to send more lock screen push notifications than any other mobile apps
  • Costs and data usage: Messaging apps stand for minimal data usage and quick communication.
  • Closeness: WhatsApp, Facebook Messenger, or iMessage are primarily used to communicate with friends, family, a sports team, etc. When a company also succeeds in reaching a customer on this more intimate channel, then they’ve clearly secured themselves a spot in the customer’s inner trust circle.

“When emotions are in play, customers search for a personal channel”
Source: PIDAS Benchmark Studie 

3) Study: Support via Messenger Increases Customer Satisfaction, Loyalty, and Sales

In a recent study, 53% of survey responders said that they would be more likely to use a business if they offered customer service over a chat like WhatsApp or Facebook Messenger.

statistic-messenger-prefered-business-en-stand-2018-08

 

This study also shows that throughout the entire customer journey, service via messaging is received better.

  • Customers that use customer service via messengers buy 33% more often
  • Customers that use customer service over messenger give much more and better feedback then customers who use other customer service channels.

statistic-messenger-prefered-business-conversion-en-stand-2018-08

 

In an exclusive interview about their WhatsApp customer service strategy, our client Intersport described how helpful their messenger customer care service is in keeping their customers happy and engaged:

„Each week we receive about 30 to 100 requests. Almost every customer inquiry is followed by a personal visit in store.“

 

Customer service is more than just returns or processing information. If you offer an extensive Facebook Messenger or WhatsApp customer service, you can receive:

  • High quality feedback that you can use for product and service optimization
  • Content ideas through messaging interactions
  • Read more tips for successful customer service over messaging apps here

Our product introduction video takes you on a quick tour of the tool, ending with a sample conversation of how it can work in real life:

The third part of our 6-part mini series “Messenger for Businesses: Customer Service and Chatbots with WhatsApp and Co.” we will explain how you can easily manage customer service with our MessengerPeople Customer Service Platform.


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