Whether it’s your mom texting you about where to meet for lunch, or your co-worker sending you a link to a an article about your competitor’s new product release or an
old school friend starting a chat on Facebook, messaging has become an innate part of the way that you communicate. The latest statistics from Statista show that messaging apps like Whatsapp, QQ, Wechat and SnapChat are all growing exponentially.
The great thing about messaging is that it is quick, convenient and private. And more importantly, it has the flexibility to get you an instant response or an asynchronous response. That’s the reason why messaging is changing the way that consumers engage with brands whether via social media, live chat or even with call centers.
Change in consumer behavior: Consumers may not want to post on social media where their issue could get lost in a sea of messages, or they may not want to be put on hold in a call center. In fact, they may not want to make a call at all. For a lot of people, calling a call center is the equivalent of visiting a dentist for a root canal :-)
Messaging has now crossed the divide from personal to professional. Consumer communication channels are changing and evolving, right before us. If messaging is the most common way that people communicate in their personal lives, doesn’t it make sense for brands to leverage the power of the channel to communicate with their consumers?The one-to-one nature of messaging allows the brand and the consumer to connect on an immediate and very personal level.
Here’s why Live Chat with your mobile consumers makes perfect sense for brands:
- Live chat offers access to consumers to respond when they are ready: Today’s
digital consumer isn’t ready to wait. When s/he wants an answer, s/he wants it NOW. And if not s/he’s gone, straight to your competitor. This consumer also requires their own personal space and appreciates that they can reach out to your brand asynchronously. Live chat is the perfect way to support these digitally self-aware consumers, whenever and wherever they require it.
- Live Chat nurtures more meaningful relationships: While consumers are increasingly tech-savvy, they still crave one-to-one human interaction. With Live Chat, the conversation is meaningful, private and unique. It makes the brand engagement feel more like chatting with a friend, rather than a call to an impersonal call center.
- Live Chat saves money: Most consumers need some support in their journey with a brand. And the consumer generally prefers the most direct and quick path for communication. Call centers are more expensive both for the consumer and the brand. Email and social media questions may take too long to get a response. Clearly, Live Chat wins over other communication channels for convenience for the consumer and in terms of cost for the brand.
Consumers are demanding immediate, one-to-one engagement with brands from within their mobile app. How are you engaging with these digital consumers?