Customer Service: In-App or Not?
It isn’t often that the best solution also requires the least effort, but as compared to building your chat into your app, Messaging wins on both. Here are 4 reasons why:
1. Messaging has a Better User Experience
Facebook, Apple, and Google have invested heavily in their messaging apps, far more heavily than your development team could ever invest when adding chat into your app. The result is arguably the best user experience, honed through countless hours of user experience design and millions of hours of use. Given that the primary purpose of your app is not chat, it’s not reasonable to expect that an in-app implementation would rival the best-in-class messaging apps.
2. Messaging is Asynchronous, not Session-Based
Your customers have a lot going on. They want to connect with you on their schedule, while they’re doing other things. Chat is session-based, like a phone call. So, your customers can’t start a conversation now and finish up later. They can’t start a chat while they’re waiting for a meeting to start and finish it later after the meeting. If the customer goes missing, the customer service agent will terminate the chat and the customer will need to restart the whole process later. In contrast, a conversation on messaging occurs on the customer’s schedule. A conversation can be started now and finished later. This is one of the reasons that messaging has become so popular for personal communication and is now quickly moving to become more popular than phone calls into the contact center.
3. Your Customers Already Use Messaging
Because your customers constantly use text messaging apps (Facebook Messenger, Apple iMessage, Google Messenger, etc.) to communicate with the family, friends and colleagues, they are intimately comfortable using the apps. If you were to build chat into your app, it would be foreign and uncomfortable; an experience only ever seen when interacting with your company.
4. Messaging is Natively Multimedia
The messaging apps have done a clever job of integrating image and video into the app experience. As a result, everyone knows how to send pictures and video, whether it be pictures of the kids at the beach, that beautiful sunset or, perhaps, a picture of the issue your customer is experiencing with your products. Your developers don’t have time to build messaging into your app, let alone a seamless integration with the camera! Multimedia comes for free when you use a messaging app for customer service.
How does Messaging fit into my Customer Support Operations?
By now you should be convinced that it doesn’t make sense to build in-app chat or customer service into your company’s app. But if you choose to use messaging, how does it work in my contact center? That’s where we come in. Quiq has built a messaging platform that makes it easy to add messaging to your existing contact center. Quiq Messaging can stand-alone or seamlessly integrate with your current CRM and customer service systems to add SMS, Facebook Messenger, Kik and other messaging platforms alongside your existing contact channels.