Direct messaging has become an increasingly important part of customer service. With the rise of messaging apps like Facebook Messenger and direct messaging on Instagram, brands now have an opportunity to engage with customers in a more authentic and personal way. In this blog post, we’ll take a closer look at why direct messaging will continue to grow as a customer service tool.
Consumers are spending more time on messaging apps.
Messaging apps have become hugely popular in recent years. In fact, a study by eMarketer found that over 2 billion people worldwide will use messaging apps in 2021. This is due to the convenience and ease of use of these apps, as well as the fact that they allow for more personal conversations. As consumers spend more time on messaging apps, it makes sense for brands to engage with them there.
Messaging allows for more authentic communication.
Email is a popular form of communication for customer service, but it can often feel impersonal. With messaging apps, brands can have more one-to-one conversations with customers, which leads to a more authentic and personal experience. This is especially important for younger consumers, who value authenticity and transparency from brands.
Messaging is often faster than traditional forms of customer service.
Picking up the phone or sending an email can take time, and customers may be left waiting for a response. With messaging apps, brands can respond quickly to customer queries, which can help to increase customer satisfaction. Additionally, having direct messaging as a customer service channel means that customers can contact brands outside of business hours, which can be extremely convenient.
Chatbots offer automation, but humans are still important.
While chatbots can be an efficient way to handle customer queries, it’s important to remember that human interaction is still crucial. Chatbots can’t always understand the nuances of human language or provide the personal touches that human customer service representatives can. By having humans available to respond to customer messages, brands can provide a more tailored experience.
Direct messaging can be integrated with e-commerce platforms.
For brands that use e-commerce platforms like Shopify, direct messaging can be integrated directly into the platform. This means that customers can receive updates on their order status and ask questions about their purchase, all within the messaging app. This can help to create a seamless customer experience and increase customer satisfaction.
Direct messaging on Instagram can increase sales.
Direct messaging on Instagram now allows brands to send links to customers. This means that brands can send product links or links to blog posts directly to customers, which can help to increase sales. Additionally, using direct messaging for customer service on Instagram can make it easier for customers to reach out to brands with questions or concerns.
In conclusion, direct messaging is becoming an increasingly important tool for customer service. As consumers spend more time on messaging apps and value authentic communication, brands have an opportunity to engage with customers in new ways. Additionally, using direct messaging as a customer service channel can help to increase customer satisfaction and sales. As such, brands should consider implementing direct messaging as a part of their customer service strategy.