Messaging is now dominating what we do with our phones. Smartphone users are spending between 50 and 200 minutes per week in messaging apps such as WeChat, Facebook Messenger, KakaoTalk, and Line.
But if you think messaging is just another word for text and SMS? Well, you are quite wrong! Messaging is becoming a platform filled with audio, video, collaboration and text capabilities.
Messaging is much more than you think.
Sure, we used to use messaging to just send our friends funny internet articles and make lunch plans with them. But now we’re using messaging apps for everything, from paying people money to ordering a car to take us to the airport.
Messaging apps have evolved to feature more than just a text chat option so that companies can be there for customers during moments that matter.
In every relationship you have with customers, there are interactions where text chat can get their concerns and questions answered – no problem. But every now and then, there are more in-depth moments when people need to talk things through. That’s when a messaging platform needs to steps up to the plate as a rich conversation platform.
Facebook Messenger started off with just having a live chat capability. Now, it includes voice, video and a picture sharing feature. Same with WhatsApp. It started off by just having text messaging but now it gives users the ability to do voice calls with their friends.
In the financial services realm, banks are considering the value of incorporating mobile messaging into their online banking platforms.
Bank of America has become one of the first banks to use Facebook Messenger as a way to service clients with financial services expertise whenever they need it.
Discover has incorporated secure messaging alongside push notifications and in-app alerts in its smartphone apps.
Wondering why this is happening?
- Messaging is built for today’s multi-tasking reality. It is perfect when people are on-the-go.Whether they’re in a rush or at a noisy place and just want to text or they are looking to talk more intimately with audio and video.
- Messaging is asynchronous. Your customers no longer have to be committed to a conversation. They can work things out on their own time, at their own pace. It allows for you to be responsive to a customer’s channel of choice and not hold them to a real-time conversation if they are not ready or interested in chatting that way right now. It gives your customers the ability to respond when they want, in the way that they want.
- Messaging is persistent. Customers no longer have to turn to sorting through emails in their inbox to find a response. Messaging platforms keep a thread of the conversation and the history of the chat. It’s a convenient way to carry on a conversation over time, whether you’re on a desktop or mobile device.
It’s time to talk to your customers the way they like to communicate.
As a business, what you need is a communication platform that can support both asynchronous and synchronous moments and turn these moments into enduring relationships, across devices and channels. A platform that has the ability to shift naturally from text to audio to video seamlessly, depending on the context of what’s being discussed. And one that can integrate with Facebook Messenger.
Curious about the best use cases for incorporating a messaging platform into your business? Let us show you.