Social media messaging: the new key to digital communication
When social media was first created, it was used as a means of personal communication between individuals. However, as it evolved, many companies saw a great opportunity to integrate it into their services. This gave rise to customer service through these channels, which became a strategic communication tool that streamlines operational processes. Furthermore, it has been shown that among younger generations, 40% of users prefer to resolve any type of issue or manage their affairs through messaging platforms; among these, WhatsApp is the most popular in the market.
WhatsApp, Instagram, Facebook, and others have distinguished themselves in the market by creating greater fluidity and improved results in their services and sales, along with an easy-to-use and reliable interface. Fortunately, it has become a success for many, as it has increased open rates, productivity, and customer satisfaction.
In this article, we hope you can learn more about social media messaging and what it has meant for the new era of communication. Join us and discover how these platforms can improve your customer service. Let’s get started!
Advantages of social messaging for business
In addition to increasing consumer interest, social media messaging offers significant advantages for all businesses. We’ll tell you about some of these so you can gain a positive perspective on them.
Faster and more personalized communication
By working with social media, you can automate your communication, meaning you can create a service with real-time responses, which reduces waiting times and increases customer satisfaction; and, in addition to this, you can personalize messages, which offers greater connection and better long-term relationships.
Increased engagement and conversions
If there’s one thing all customers value, it’s receiving immediate and personalized service, as this makes them feel valued. Therefore, when you create a service based on social media and automated customer support, it leads to increased engagement, loyalty, and daily conversions.
Integration with CRM and automation tools
To create a successful service through social media, it’s not enough to simply integrate the platforms and wait for the magic to happen. The best approach is to work in conjunction with CRM and automation tools. This can be seen as a significant advantage, as you’re able to optimize your service through the advanced features offered by, for example, WhatsApp CRM; this technology gives you:
- Better communication with customers with insight and WhatsApp.
- Optimise production and reduce response time.
- Create personalized workflows and automated messaging.
Kommos Guide to Whatsapp CRM – YouTube
How to leverage WhatsApp Messages in your digital strategy
WhatsApp is a great communication channel used by many individuals and businesses. To help you get the most out of it, we’ll tell you what you should include in your digital strategy.
Automation and chatbots in messaging
The best way to leverage WhatsApp in your service is to integrate it with automation and messaging chatbots; this allows you to streamline conversational processes and generate greater dynamism in every action performed.
Segmentation and scalability with the WhatsApp broadcast list
One way to reach different segments is to use the features offered by WhatsApp; for example, with the WhatsApp broadcast list, you can send personalized messages to multiple contacts without losing privacy, create a direct and efficient service through a single channel, and develop a greater connection through constant messages.
Multichannel messaging: WhatsApp, Instagram, and Facebook
The idea is not to settle for using only one means of communication; you can opt for an advanced option and work in a multi-channel way; with it you integrate all the trending and preferred platforms of the public.
Benefits of unifying your communication channels
There are many benefits you gain when you decide to unify your customer service, for example: improving the customer experience by letting them choose their preferred channel; streamlining business processes and reducing unproductive time; strengthening your brand image by providing reliable and advanced channels.
Examples of effective multichannel strategies
To create a clear example, let’s focus on the sales area. Now, let’s say company R decides to create a multichannel service, but to do so successfully, it needs to be strategic and avoid unnecessary overlap between channels. So, it decides to delegate tasks, for example:
- Email: will be responsible for generating automated and unobtrusive notifications, such as abandoned cart reminders or purchase confirmations.
- WhatsApp: will be dedicated to managing the sales and service process.
- Web chat: will be necessary when there is a conflict to resolve or a sensitive situation to address.
This is a basic example of what can be achieved. The important thing, just like with this fictional company, is that you can create a balance across each channel by designing a smart and functional strategy.
Digital messaging trends for the coming years
Our goal is for you to take advantage of these channels now and also plan for the future; that’s why we’re telling you about the digital messaging trends for the coming years.
Conversational AI and automated responses
Currently, chatbots and messaging platforms handle basic interactions; however, it is expected that in the future they will go further, being able to handle complex situations in a personalized way, simulating the service of a human agent.
Advanced data-driven personalization
The next task for the AI agent will be to deeply personalize the interactions sent to customers; this will be achieved through the analysis of their data, providing a service based on the interests and needs that users have when contacting the company.
Conclusion: Social messaging is a key tool for growth
As you may have noticed, social media plays a vital role in modern messaging; it is, in short, a key tool for business growth. Now, we hope you can leverage it, especially the benefits offered by leading platforms like WhatsApp, which provides greater service capacity and better results in a very short time.
Remember that the key to success is capitalizing on trends and acting strategically with the various tools at your disposal. With that said, it’s time to start using social media messaging and achieve the best results, along with complete customer and lead satisfaction.
