What is the fastest way you know to get a message across?
The answer that will immediately come to mind will be WhatsApp, Messenger, Telegram or Instagram. That is to say, all the instant messaging apps.
In these applications the response time is around a handful of seconds and they are among the most loved and widespread communication methods.
The main reason? They respond perfectly to the need for the instantaneity of mobile.
With instant messaging a highly valuable one-to-one conversation is activated, which increases the positive perception of the brand
How to reach customers with Social instant messaging
Once the messaging platform closest to the company’s objectives has been chosen, you have to think about the right strategy. In fact, not all instant messaging apps respond in the same way and you need to adapt your business model, creating a winning strategy that makes it possible to intercept customers where they are, in the places they frequent and in the channels they prefer precisely because they are more convenient and quick to use.
By using instant messaging channels a company can offer real-time assistance
The negative aspect of managing social instant messaging is that, to provide an optimal service, you will have to allocate a dedicated resource to monitor, check and respond instantly to your customers’ messages. If you fail to respond in real time to the requests, the consequence will be a sort of boomerang that will lead to the loss of the customer and to the reduction of Customer Satisfaction.
How to manage Social Customer Care
Customer Service is the backbone of your company and, as we have already mentioned previously, the support service needs particular attention from the operators dedicated to managing the various requests coming from multiple platforms.
The moment the customer sends a request through a social app, they expect an immediate resolution of their problem.
The solution is to form a team of dedicated people or to outsource the service to a company specialised in the sector.
We Are Fiber boasts great experience in managing Social Instant Messaging services, also with the implementation of omnichannel platforms.
An omnichannel approach will help you collect customers’ requests from all the Social Media channels on which you are present. In this way customers receive fast and effective assistance and your company manages to keep track of the requests, understanding them better.
We Are Fiber takes care of your presence on social media. Thanks to our partnership with Zendesk we manage omnichannel campaigns with the utmost efficiency. By combining our experience with the latest technologies we can provide quality outsourcing solutions for your business.
Our experts can help you define your business objectives and the best outsourcing strategies.
info@wearefiber.com
Phone (IT) + 39 02 42 10 11 22
Phone (UK) + 44 20 38 70 44 08
