Our world is becoming increasingly digitised by the minute. Organisations that aren’t embarking upon digital transformation will be left behind by consumers. The way we interact with consumers has progressed massively.
Conversational messaging through digital communication channels is on the rise. Are you on board with it?
What is conversational messaging?
According to Webex research, over 70% of Gen-Z and millennials prefer communicating over digital channels. 67% of customers also say personalised communications are extremely important.
Digital worlds and standards in today’s world have completely reshaped consumer expectations. Automated, proactive customer service is a new baseline minimum for organisations.
In this comes the need for conversational messaging. This is a brand’s use of digital channels to provide meaningful two-way engagement at scale. It’s all about delivering personalised interactions for a better experience. It utilises the channels that customers are already familiar with.
Let’s take the cross-platform, instant messaging service WhatsApp as an example. The Meta-owned platform currently has over 2 billion users globally. With such a high number of consumers already owning a WhatsApp account, knowing how to use it, and using it on a regular (if not daily) basis, why would businesses not utilise that opportunity?
Webex also found that 75% of customers prefer to use messaging channels for customer service queries. Switching to easy-to-use, already widely used platforms such as WhatsApp is a seamless approach to consumer communication. In turn, this will aid customer retention.
Why does conversational messaging matter?
For brands, conversational messaging channels offer a way to increase automation and scale customer journeys. They are the foremost digital medium for growing and maintaining relationships with new and existing customers to drive sales and increase retention.
Conversational messaging also has many different customer touchpoints. Consumers will have access to these services from any resource, any platform, 24/7.
Offering conversational messaging is an easy way to engage with your consumers. It also grants them ease of access. They will forever remember a brand that was easy to communicate with. It says so in the statistics:
- 64% of customers would stop doing business with a brand after one bad experience
- 75% of customers say they would repeatedly do business with a brand if issues were resolved promptly
Rich messaging channels are a priority for brands to integrate into their customer experience strategy.
Webex’s David Creasey-Benjamin recently discussed how this approach will evolve your conversations. Hence, progressing your communication with your consumers. Creasey-Benjamin insisted that conversational messaging will ‘open up channels and make use of rich interfaces that you’ve got, to drive conversations with your customers forward’.
Learn more with Webex’s conversational messaging guide
Webex has designed an e-book guide with everything you need to know. With this, you will learn about the capabilities of channels. This includes: Apple Messages for Business; Google’s Business Messages; Instagram; RCS; and WhatsApp for Business. The guide covers why they are essential to delivering interactions that will win and retain customers.
Learn how brands can get started with combining new channels, AI capabilities, and process automation to transform CX.
You can download the guide for free right here. Learn more about engaging with your customers to keep them invested in your brand long-term. Conversational messaging is the next best thing in the digital advancement of the world as a way of communicating effortlessly. Businesses need to ensure they stay on top.