Why you should use modern business messaging software?
If a customer reaches out to a company to ask a question or clear an issue up, they don’t want to be put on hold for minutes at a time — this is seen as a thing of the past in many cases.
As such, with waning attention spans, the future of customer interaction must lie in a hybrid form of communication that is asynchronous in that it doesn’t take place ‘live’ like a phone call but is close to being synchronous so customers can enjoy that snappy back-and-forth conversation.
You can’t expect human employees to be on call 24/7 to deal with customer concerns, meaning the solution must be tied up in AI.
A business messaging software such as Freshchat provides this hybrid blend of fast and flexible communication:
- It helps businesses deal with customer questions and complaints at all hours, even when everyone has clocked out for the day.
- It has third-party integrations with useful tools like Google Drive to equip agents with all the information they need to serve customers quickly and effectively.
- It is equipped with Unified Customer Record (UCR) that provides a 360-degree view of the customers and enables businesses to provide personalized & proactive customer engagement.
With a smart chatbot in place and chat history at your disposal, you can delegate some of your responsibilities and lighten your load, so you have the energy to make the right calls in other aspects of the business.