8 Ways Retailers Can Transform Customer Services With Rich Messaging
Here are nine ways retailers can transform customer services with rich messaging.
1. Faster and More Accurate Responses to Customers Than Phone Calls and Emails
People have become used to instant gratification. Customers expect faster responses to their queries and want to communicate with business representatives one-on-one.
Traditional channels like phone support, however, are no longer providing the fast support that modern consumers have come to expect. In fact, Harvard Business Review recently reported that call center hold times have increased by as much as 34%.
Conversely, rich messaging is an effective way for retailers to transform their customer services with faster on-demand support. For example, if a customer is searching on their iPhone for a business that has Apple Business Chat, they can just tap the message icon to start conversing with the business directly and quickly receive answers to their queries.
2. Aid Customers in Completing Secured Transactions
The concept of rich messaging centers around optimizing customer experience while making business interactions as convenient as possible. From browsing a business website to completing their transactions securely, rich messaging can support customers through their entire buying journey.
RCS has helped retailers transform customer experience with site navigation aids to find options within a product assortment. Moreover, customers don’t need to leave the messaging channel to finish their transactions.
3. Engage Customers With Media That Tells a Story
The ability to share hi-res images, recordings, videos, and even GIFs up to 10 MB per message has been a game-changer for conversation-based commerce. Through these more advanced media formats, customer service agents can now easily aid their customers in their purchases or troubleshoot issues.
For instance, if a customer wants to install a new security system but needs to understand whether their current hardware is compatible with the retailer’s security hardware, rich messaging can enable the shopper to simply send a picture of their current setup to an agent for confirmation. In this example, the shopper does not need to schedule an appointment and wait days for the technician to visit them and check it personally. This means less time and hassle for both the customer and the business.
4. Help Customers in Making Reservations
Rich messaging is not limited to selling tangible goods and physical products. Consulting companies, service providers, and travel and hospitality businesses can all use rich messaging to support tasks like booking an appointment or making a reservation.
Hotels and resorts can send reservation cards to prospective guests with rich messaging, driving instant bookings. For example, travel agencies can employ rich messaging to enable travelers to book a houseboat in Bali for six nights from their phone without ever having to call or wait on hold.
5. Share Coupons and Promotions That Are Visually Engaging
Sharing dynamic, visually rich coupons and promotions is simple with RCS. Consumers are more likely to redeem mobile-delivered promotions and coupons since they are easier to use than paper coupons.
Adding engaging media like hi-res images, videos, and carousels brings more engagement. Retailers can share scannable QR codes and coupons with picture messages via rich messaging.
6. Help Customers With Product Registration
One of the most powerful yet often overlooked messaging opportunities is product registration reminders. Any retailer selling a product with a warranty, post-purchase offers, or support wants to get their customers engaged. However, product registration is often a boring and manual process for consumers.
Employing RCS enables retailers to engage customers in a more interactive and innovative product registration process and can transition seamlessly to live support if customers have any questions or concerns.
7. Build Trust With Customers With Identity Verification
With online scams becoming more commonplace, consumers are rightly becoming wary of giving out their contact information, which can be a big challenge for eCommerce companies. Many users have blocked numbers and stopped receiving further communication from businesses they were interested in due to fear of scams.
The verified sender feature of rich messaging helps businesses build trust in the market and with their customers. Companies that go through this thorough verification process can use their official brand name, colors, logo, and font in their messages. Customers know they are communicating with a trusted brand and are more likely to engage.
Rich messaging helps to establish trust with an audience. Customers have the confidence that the information they share is private, secure, and stored safely, even when they receive messages from a business they had engaged with previously, such as a promotion or a warranty reminder.
8. Personalized Shopping Experience for Premium Customers
Businesses can provide personalized shopping experiences, powered by multimedia, to their loyal and VIP customers via rich messaging channels. A fun way to do this is by kick-starting a conversation with automated messaging that shares multimedia messages.
From there, a sales executive can easily help customers choose options and explore product customizations that suit their needs. This premium service is especially advantageous when helping loyal customers remotely.