All the businesses and services in the world are vying to scale up their operations and to achieve that, automation has turned out to be the key driver for growth. Operations on the client-facing end have a real hard challenge in automating their interactions with human users. Users want interactive and engaging services, and businesses are left to figure out how to provide them without having to hire an army of workers for this task. Enhanced Business Messaging enters here to solve the problem.
Many businesses across several sectors have found that enhanced business messaging is truly the best way to go about automating and scaling up customer service-related operations. Chances are that you have already experienced this technology when trying to get a problem fixed through a company’s customer support chat window. What Enhanced Business Messaging really is? is the complete or at least partial automation of the interaction between a user and the company’s support portal. Below you’ll find several reasons why the business world has quickly adopted this practice.
Improves customer experience
The demand for personalized experiences for users has become more crucial now than ever. The interactions need to be impactful, and the user needs to come out of the experience with a feeling of satisfaction. This thing can solely define the general public’s view of a company. Businesses with good client interactions will most definitely end up in the public’s good books, and on the other hand, those that do not may be deemed untrustworthy. This is also a key reason why Enhanced Business Messaging can become the cornerstone of a company’s customer experience flow, as it allows them to personalize interactions in their preferred channels of communication and scale upwards.
Enhanced Business Messaging allows a business to establish a great rapport with their customers, which in turn yields profitable business outcomes. Another great thing about enhanced business messaging is that it is never restricted to only one channel; businesses can deploy this system on a communication channel where their customers already spend a great portion of their time, for instance, WhatsApp or Instagram.
Personal engagement
Customer interactions should be enabled across all channels frequented by the customer base and should never feel one-sided to the customer. The customer needs an interactive experience that feels almost as if there is another empathetic human on the other side. Older forms of customer interaction systems feel robotic and monotonous for this particular reason, which is also why they aren’t looked upon very kindly by the masses.
Today, businesses are not restricted in regard to how they choose to interact with their customers, thanks to the advancement in technology over the past decade. Enhanced Business Messaging is currently used by thousands of companies on various platforms such as Facebook Messenger, Whatsapp, etc., to deliver fulfilling and personalized engagements to their customers. Enhanced business messaging has really changed the game in this domain; this is evident by the very fact that you can right now try those systems out from different companies and really feel how different and optimized they are, unlike those customer service interactions of yore which felt all the same and equally useless.
A cost-effective way to send text and multimedia messages
Enhanced Business Messaging can leverage Artificial Intelligence (AI) technologies to drive a business’s customer interaction operations down, all the while optimizing the very interactions that customers have with the system. Essentially, it’s like hitting two birds with one stone. These are not baseless claims; studies predict that in the near future, nearly 85% of customer interactions will be managed without a human.
Enhanced Business Messaging is not only the best tool for customer interactions but the future. The possibilities of what you can achieve in an interaction are not limited by either the channel, the format of the message, or even by the cost for those sending those messages. Almost all major social networking platforms provide a free API for the automation of texts and their business plans are also quite reasonably priced for the explicit purpose of it being convenient to businesses that intend to deploy enhanced messaging services on those platforms.
Also Read: Drive rich conversational messaging with an Enhanced Whatsapp Business Platform
Conclusion
Each user begins their journey with a business by looking up their products on the internet and then they proceed to check out the product’s specifications, prices and other numbers till they’re convinced of its viability. In this stage, a business with an outstanding customer interaction service can really push the potential client further to the next level in their marketing funnel. An impactful enhanced business messaging service can cover the user’s needs across all stages of the funnel, not being restricted to the last stage that is after sales service.
Get in touch with our experts today and find out how enhanced business messaging can take your business to a whole new level!