Glossary

Customer Messaging System

Good communication plays a critical role in business success. You rely on communication platforms for essential functions of business, such as marketing and customer support. However, keeping track of multiple platforms can become time-consuming and costly. A customer messaging system simplifies the process and reduces the complexity of associated activities.

What Is a Customer Messaging System?

This software application centralizes communicating with your customers through various channels. Messaging options include the following:

  • Email
  • Text message
  • Social media
  • Chat 

What Are the Benefits of a Customer Messaging System?

The centralization of your communications channels is a benefit in itself. However, it is only the start of numerous reasons you should consider a customer messaging system. Review these benefits:

  • Reduced Costs: You can eliminate the need for multiple communication platforms with a customer messaging system. Consequently, you pay for fewer services or just one.
  • Increased Efficiency: With all communications in one place, you can quickly respond to customers through the channel of their choice. Consider that workers waste 32 days per year switching between apps.
  • Improved Customer Service: A customer messaging system enables you to offer better service by responding quickly to customer inquiries. Faster response times almost always result in better customer satisfaction.
  • Improved Flexibility for Customers: Customers can communicate with you through their preferred channels. Supporting several online options is essential for younger generations.
  • Reduced Customer Attrition: By providing flexibility and convenience, you can improve customer satisfaction and retention. Consider that it is up to 25 times more expensive to get a new customer than retain an existing one.
  • More Robust Security: By keeping all communications in one place, you can better protect customer data. Centralization significantly reduces access points for potential breaches.

What Are Some Best Practices for Implementing a Customer Messaging System?

How well you implement and manage your system determines the benefits. Following these best practices can help you achieve that and more:

  1. Define Your Goals: What do you hope to achieve by implementing this system? What is the primary purpose?
  2. Choose the Right Platform: Not all customer messaging systems will provide the specs or criteria you need. Shop around for the right one for your needs.
  3. Ensure a Seamless Integration: The system you choose should integrate easily into your current workflows and business processes. Check compatibility before making a purchase. Otherwise, you could create information silos.
  4. Get Buy-In from Your Team: For this system to be successful, you need the support of the people who will use it. Get them on board from the beginning and involve them in the decision-making process wherever possible.
  5. Involve Top Management: Like your team, you need management to be on board with the project from start to finish. Top managers can provide critical support, including budget approval and resource allocation.

What Should Managers Look for in a Customer Messaging System?

There are a lot of platforms on the market that can facilitate customer messaging via multiple channels. They all bring something different to the table, and some provide a better overall package than others. Here are a few features you should consider.

Integration

Consider your existing software and whether you’ll need to connect your messaging system to these platforms. If so, how well do they integrate with these platforms? Can your workers move seamlessly between them?

Reporting and Analytics

The ability to generate reports is essential for gauging the success of your customer messaging system. Look for a platform that provides detailed insights into business performance via an easy-to-use dashboard with real-time updates.

Workflow Automation

Can the platform you’re considering automate specific tasks associated with customer messaging? For example, you might want to set up automated responses or make it easy for the messaging system to route customers to the right representatives. The automated responses could even provide links to valuable resources when customer agents are unavailable.

How Can Third-Party Technology Simplify Customer Messaging?

LeapXpert focuses on providing one essential service to its customers: a secure way for businesses to communicate internally and with their customers. We believe in meeting customers where they are and via their preferred methods.

We also believe that communication plays a critical role in customer experience. We’ve built our messaging system to be user-friendly and easily integrated into your business processes. Our platform also comes with all the bells and whistles you need to make customer communication seamless. These include the following:

  • Personalized communication
  • Seamless integration
  • Archiving compliance
  • Deployment support
  • Unmatched security
  • Global reach across 45 countries

Are you looking for these and other benefits for your business? Book a demo today.