The best messaging software for customer conversations

Overview

In today's digital era, people rely on messaging as a primary mode of communication, not just for personal conversations but also for business interactions and operations.  The spectrum of messaging software is diverse, with some accessible via mobile devices through apps or SMS, while others necessitate a desktop interface.

Several day-to-day services like food delivery or cab rental apps demonstrate the successful integration of messaging software in their customer service frameworks, especially in troubleshooting or dispute resolution. These platforms establish dynamic communication channels that address customer inquiries in real-time, streamlining the flow of information. For businesses aiming to forge stronger relationships with their clientele, enhance customer loyalty, or improve internal communication, adopting messaging software is imperative.

Let's understand what messaging software packages are, their types, and how they help various stakeholders.

What is messaging software?

Messaging software is a user-friendly application that connects people using text and visual media. Numerous messaging software applications are readily available for mobile devices. Popular choices include WhatsApp, Facebook Messenger, iOS Messages, and live chat widgets, each widely used for their convenience and accessibility.

What is instant messaging?

Instant messaging software is a program that allows users to exchange information or messages in real-time. Businesses use these instant messaging software to share messages and information within and across teams. Such software facilitates rapid and secure communication to continue the smooth functioning of the business. It also helps in making informed and meaningful decisions.

Types of messaging software

Every messaging software is tailored to cater to specific communication needs, with two primary categories being instant and text messaging. Instant messaging apps, known for their real-time connectivity, support various forms of messaging, including text and visual content. In contrast, text messaging is confined to textual communication, such as SMS or platforms like Discord, which is commonly utilized by businesses for text-based interactions.

Additionally, messaging software can be divided into application-based and web-based categories. Application-based software needs downloading and installation on a device, whereas web-based software operates directly through internet browsers.

Key features of messaging software

Messaging software, rich in functionalities, is crucial for business efficiency. Some key features to consider while choosing the right messaging software for your business include:

• Encryption and online privacy: This software has end-to-end encryption that keeps the user's information safe and secure. This enables businesses to focus on their core business activities without worrying about privacy or security issues. Security features include multi-factor authentication, single sign-on (SSO), biometric login, and blocking or reporting suspicious accounts. 

• Low latency messaging: Low latency enables the users to receive messages and get responses immediately. In email and SMS, users have to wait for a response. But messaging software today has low latency inherent to its design, enabling users to chat and send messages instantly in real-time.

• Conversation history: Messaging software offers functionality that records the messaging history. Users can easily find messages sent several days/months/years ago due to the cloud backup and data synchronization features of the software. Businesses benefit from this feature, as they must keep important data for compliance and auditing purposes. 

• Voice and video calls: Today, chat software is not restricted to text-based messaging. Using messaging software, users can easily connect with people on voice and video calls. Businesses use such features for face-to-face meetings and send voice notes. 

• Group chats and channels: Group chats allow users to come together and collaborate with more than one user. It also allows users to respond to private chats or group chat messages. 

• File sharing: This feature allows users to share images, files, documents, and videos. Businesses use such software to send files as attachments or links. Some software also offers integration features to support cloud services like OneDrive, Dropbox, and Google Drive.

Top 12 instant messaging tools in 2024

Instant messaging software solutions have become integral in the business world, facilitating efficient communication between internal teams and external partners. Here is a list of the top 12 messaging software options for businesses: 

Freshworks Customer Service Suite 

This unified platform provides easy support, marketing, sales, and customer conversations. It quickly and effortlessly creates and deploys AI-driven bot experiences. It also helps Android, Mac, and Windows users to connect with everyone.

WhatsApp

WhatsApp is one of the most widely used messaging software by both small-sized and big businesses. Android, Windows, Linux, and Mac users can connect with the business through phone calls, text messages, video calls, and file-sharing features. 

Telegram 

Telegram helps to connect with a business directly. This messaging software is gaining popularity due to its ability to create external channels and end-to-end encryption. 

Facebook Messenger

Businesses use apps like Facebook Messenger to automate communication and deliver 24x7 customer service. Various live chat plugins, scannable codes, and campaigns allow businesses to keep their consumers and clients connected and updated. 

WeChat 

It is also known as Wei Xin in China and is one of the most popular instant messaging platforms. With this app, businesses can share QR codes, create content, launch ads, or sell their products directly to customers.  

Skype

Launched in 2003, this platform is an instant messaging and calling app. It is a reliable voice, video calling, and screen-sharing platform. Skype provides a separate network for businesses to invite regular Skype users to join.

Microsoft Team

With over 13 million daily users, Microsoft Teams stands as one of the most popular chat apps for business. It is part of Microsoft 365, renowned for its superior collaboration capabilities, making it an ideal choice for businesses seeking efficient teamwork. 

Slack 

Known for its ability to create private channels, Slack enhances communication and teamwork. It is packed with features such as screen sharing, video chat, automated reminders, phone calls, keyword alerts, and more, streamlining business communication.  

Brosix 

Tailored for small businesses, Brosix integrates seamlessly with platforms like Shopify, GitHub, Dropbox, YouTube, and Google products. It is a go-to app for sharing files of unlimited sizes and formats.

Ryver 

This instant messenger is mainly used for internal business communication. You can create several private groups consisting of office members. Moreover, it allows video conferencing, screen sharing, developing forums for specific audiences, and a reminder feature for team members to stay updated. 

Flock

A popular platform in India, Flock provides core chat functionalities expected from business software, including chat channels, direct messages, group messages, threaded replies, and comprehensive alerts and notifications. 

Discord

Initially developed for gamers, Discord offers a unique instant messaging experience for businesses. Its blend of voice features, chat, and screen sharing has helped drive business interactions.

How to pick the ideal messaging platform for your organization

When selecting the ideal instant messaging platform for your business, it is crucial to weigh several key factors, such as features, for functionalities, security, and integration capabilities. The ideal solution should offer advanced features, seamless integration with existing systems, and superior customer service. Here are a few strategic tips that can help in picking the right messaging platform for your business: 

• Define your business needs: First, identify your communication goals and the need to establish an effective messaging channel. Knowing these needs will help you choose the messaging platform that aligns with your business objectives. 

• Look for features and functionalities: Some apps offer team collaboration features, and some may be ideal for marketing, sales, and customer services. Therefore, select one that aligns best with your business goals.

• Security and privacy: Businesses should prioritize data privacy and the security of their IT infrastructure. Sensitive data must be protected with strong encryption protocols. Therefore, choose software that safeguards against data breaches, unauthorized access, or privacy infringements.

• Integration capabilities: Select an app that seamlessly integrates with your system and optimizes your workflow. Software with better integration capabilities offers increased productivity and smooth communication.

How will your business gain from using messaging software?

The following are ways businesses can use messaging software to gain various benefits. 

• Generate leads faster: Messaging software with live chat and chatbot features helps generate more leads.

• Nurture high-quality leads: Chat messaging allows you to share content that is engaging and highlights the product's features and benefits to the customer over time.  

• Affordable communication channel: Chat messaging is inexpensive, allows your team members to multitask and requires no technical expertise.

What benefits do customers enjoy with messaging software?

Messaging software provides various benefits to the users. Some of them are as follows: 

• Better customer experience: Messaging features integrated into web pages or apps enable users to initiate conversations and have their queries addressed promptly.  

• Speedy resolution of queries: Messaging software boasts impressively low response times, averaging around two minutes, significantly faster than email. This reduces turn-around times significantly, thereby enhancing customer satisfaction. 

• Updated notifications: Customers stay informed about new products or updates through messaging. This real-time awareness empowers them to take advantage of benefits like early bird discounts, limited period offers and discounts or flash sales. 

• 24*7 support: Messaging services are available 24/7, accommodating customers from diverse geographical locations with multilingual support.

Messaging software vs messaging platforms

Messaging software helps people communicate instantly using text and multimedia. These messaging software offer functionalities for smartphones and Windows. Some examples of messaging software are WhatsApp, Facebook Messenger, live chat widgets, iOS Message, etc.

On the other hand, a messaging platform is a solution that enables you to use one or more messaging software. Messaging platforms have front-end capabilities and can be integrated with other external messaging apps like WhatsApp or Facebook under a single domain.

What are instant messaging programs?

Instant messaging programs enable you to exchange information or messages instantly in real-time. Businesses use such programs for effective communication within and across the teams. Instant software is an online application that enables users to collaborate with their members and make informed decisions. With these instant messaging platforms, businesses can easily establish instant, speedy, and secure communication between their stakeholders and team members.

Instant messaging vs. live chat vs. chatbots

Instant messaging vs. live chat

Live chat is a continuous form of digital communication where businesses can directly chat with their customers in real-time via chat widgets on applications, websites, or instant messaging software. Conversations are usually handled by human agents who handle concurrent 3 to 4 chats at a time. Live chat offers 24*7 hours support, which helps to improve customer satisfaction. 

Instant messaging software allows you to use live chat and benefit from electronic messaging. These tools support continuous conversations with clients and customers; you can continue your conversation from where you left off. 

Instant messaging vs. chatbots

Chatbot is a communication interface that imitates human conversation using artificial intelligence (AI) and machine learning (ML). It helps businesses deliver a better customer experience with 24*7 hours support and answer customer queries instantly. Chatbots are most suitable for taking customer requests or offering routine services like returning a product or navigating through the interface. 

Instant messaging platform allows you to deploy AI chatbots and handle customers' queries. This messaging software is for business supports live chat and chatbot integrations and helps streamline the business workflow.

How can businesses get started with messaging software?

Businesses can start by substituting traditional channels like email with messaging software to make communication more efficient and in real-time. To get started effectively, follow the process: 

• Identifying the customer persona: Begin by identifying your customer's identity and preferred interaction channels. Recognizing where your customers are most active helps paint a clearer picture of the most suitable channels for engagement. 

• Determining their preferred messaging software: The choice of messaging software depends on factors like geographical location and demographics (age, income, etc.). So, find out what your customers' channel choice is and incorporate it accordingly.

• Aligning software with customer preferences: Choose the right messaging platform to interact and connect with your customers. If you want to migrate a large volume of data, choose a platform that supports smooth data transfer.

• Effortlessly targeting customers: To effectively communicate your services and chat support options, pinpoint your ideal customers. Utilize chat widgets for easy outreach. If your support system includes iOS chat or WhatsApp, leverage these platforms for distributing bulk files and notifications to your targeted audience.

Why is an instant messaging platform so important for businesses in 2024?

Following are some reasons why instant messaging platforms are important for businesses in 2024: 

• Enhances customer experience: Instant messaging software enables customers to get quick query solutions through chatbots. For more complex issues, live chat can be a preferred medium.

• Boosts productivity: Unlike messaging software, instant messaging platforms provide a back-end interface to manage all the conversations across all websites and messaging apps.  

• Ability to trace the customer history: Instant messaging is asynchronous, which means it has no defined start or end to the conversation. This makes it easy to track the customer's earlier discussed query. 

• Balances speed with quality: Unlike ordinary messaging platforms, instant messaging software provides the facility of quality interaction by combining human conversation tools and intelligent chatbots.

How does Freshworks Customer Service Suite help in messaging for your business?

Freshworks Customer Service Suite offers a seamless solution for managing your business and enhancing customer communication through messaging channels. It allows efficient organization of messages and facilitates smooth business operations. As a cutting-edge messaging software, Freshworks can integrate across various applications and websites, streamlining your communication processes.