The communication process between the business and the client is constantly changing. Advances in technology and the emergence of new communication channels make it more efficient, faster, and beneficial to both parties. In this article, we will talk about another strategic channel of communication between the brand and the consumer – popular instant messengers that have quickly established themselves as productive and affordable tools.

7 Reasons to Use Messenger in Business

Despite the apparent simplicity and availability of messengers, there are many examples from the business world that confirm their effectiveness. Global brands prove that today you can choose not only social networks for any business but also find the most suitable messenger for your company. The strengths of popular instant messengers can be combined into several theses:

1. Messengers cover a large percentage of the audience.
2. Such applications are becoming effective sales tools.
3. Many instant messengers allow you to send a variety of content and support audio and video calls.
4. Messengers combine real-time mode and the possibility of deferred replies.
5. Many instant messengers are tied to a phone number, which is more reliable than email.
6. Applications imply the fastest reading of the response and high reaction speed due to push notifications.
7. Such applications provide a high level of privacy.

7 Important Rules of Communication via Messengers

1. Managers should only communicate with clients from a corporate account. This way the management will be able to control the communication. This eliminates the risk that a resigned employee will take the entire base with them.
2. Try to reply to messages as quickly as possible. Special plugins are great for this. This allows you to communicate with clients from different messengers in one interface. So, you immediately see what they wrote to you, and you can reply to the client without opening another messenger every time.
3. When communicating with a client, ask clarifying questions and answer in detail. Otherwise, you will not understand the true needs of the client. It will get the impression that you are not interested in the sale.
4. When ending a conversation, be sure to record the following steps. Write to the client the next time you call or write, send a price list, etc.
5. Use customer information to increase your chance of closing a deal. Quickly re-read the communication history: what clients are interested in, how much they expected to pay, what their preferences were.
6. Be as polite as in real life or on the phone. Remember to greet and don’t use slang words. Even if the client asks about what is described on the site, repeat the information without annoyance.
7. Don’t be afraid to use someone else’s experience. If you still don’t use instant messengers to communicate with clients or want to try a new one, look at examples from other companies.

Thus, messengers have long become sales channels for companies. But business doesn’t always pay attention to them. For example, it makes customers wait a long time for a response or does not control how employees communicate with customers. All this leads to losing customers.