Integrate Social Messaging Into Your CX Mix

The usage of social messaging around the world is ever-increasing. Messaging apps have more users today than ‘traditional’ social media platforms. Six years ago, the number of monthly active users (MAUs) on the top four social messaging apps (WhatsApp, WeChat, Messenger and Viber) surpassed the number of MAUs of the top four social networks (Facebook, Instagram, Twitter and LinkedIn). In 2020, Social messaging has reached 2.7 billion active users worldwide.

This growing trend has changed the landscape and how businesses interact with their customers. Businesses are looking for more ways to reach their customers, they’re now entering the scene as well. In a recent research conducted by Salesforce, customers today demand a different type of relationship with brands, 71% of of the customers expect companies to communicate with them in real time and 73% of the customers expect companies to be more personal and understand their needs and expectations.

Due to the pandemic, the interactions via social messaging have increased significantly by 50% just one month after the COVID-19 outbreak. Businesses will continue to see growth in customer interactions through social messaging as the estimated number of mobile messaging app users is expected to reach 3 billon active users by 2022.

To scale and keep up with the customer demands, brands need to start looking into integrating social messaging in their CX mix to maintain and build better customer relationship.

Some brands hesitate to set up new social channels as they are worried that it will open the floodgates to receiving inquiries or complaints. However, reducing customer conversations is the opposite of what you need to do. Increasing these conversations dynamically with your customers on channels of their preference allows you to improve engagement, drive loyalty, and ultimately generate the more sales.

Embracing this new digital opportunity will help you meet the new expectations your customers have. Using AiChat unified messaging solution to create conversational experience across multiple messaging channels will keep your communication consistent. Based on a study by Facebook IQ, 2 out of 3 shoppers are more likely to buy from a business they can message. Being able to response to the customers quickly allows you to build trust in them as it shows that you are always there to help, understand their needs and truly care about them.

To deliver consistent and positive customer experience across all channels at scale, brands cannot simply rely on manual process or hire an army of call agents to manage their customer’s expectations. To avoid poor customer experience that’s inconsistent and highly frustrating, brands need to have A.I and messaging strategy in place before switching on any social messaging channels. If it is not done properly, it will cause fatigue for your customer service team as they have to toggle between many platforms and not able to keep up with the customers’ requests – resulting to poor customer experience and even losing your customers to competitors.

AiChat solution helps to unify all the messaging channels into one place so that your service team can easily manage one dashboard to reach out your customers consistently across all channels. To keep everything within the scale of your needs, you can adjust the back-end process to automate and relay a consistent customer experience across all your social messaging channels. AiChat bot builder tool empowers you to create personalized messages and chat journey, allowing your customers to start a conversation flow to either resolve a situation or connect a customer to a live agent when needed.

Our A.I technology enables your brand to build smarter, more predictive chatbots that leverage on data to solve specific business challenges which makes the customer experiences significantly better for everyone. The processes that we use are simple and the interface is easy to use.

With the help of a smart chatbot, you can reduce the amount of time your customer searches for the answers to their questions. This automation can help solve majority of the common inquiries that a customer may have before it needs to be escalated to a live agent. It also improves the live agents’ performance as they will have more time to focus on solving complex and valuable tasks, which ultimately helps to boost the overall customer experience and your topline revenue.

Measuring the success of implementing a chatbot can be done through cost-savings and revenue generation. With AiChat, you’re able to do both, brands are expected to see at least 70% of the enquiries handled by the chatbot without any human assistance and revenue growth up to 4X.

With AiChat in-depth analytics and reporting tools, you can easily monitor the performance of each social messaging channels and measure in terms of the cost-savings, engagement rate, customer satisfaction scores (CSAT), user retention, message open-rate and sales conversion to gain actionable insights.

Looking to get started on integrating social messaging into your CX strategy? Discover why industry leaders are automating with AiChat’s Chatbot. Book a demo here.