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Why bring together all your customer messages in one place?

Written by 
xoconseil
4 minutes
20/10/2020

Instant messaging channels for professionals are numerous. Bringing all your customer messages in one place can only bring advantages.

WhatsApp Business API, Facebook Messenger, Google's Business Message...

Instant messaging services are a great way of keeping in touch with your customers but also offer many other options. These can be so numerous that it is difficult to make the right choice. Since each messaging service has its own network of users, it is interesting to be present on 2 or 3. To facilitate the management of all these channels, a centralized messaging service can be particularly useful. Here are 5 reasons why.

customer messages centralization benefits

1/ Using a single interface

When it comes to instant messaging, like with any other piece of software, each service has its particularities. When using several messaging channels, you have to learn how to use all of them and master the subtleties of each one.

By centralizing them all onto a single tool, it simplifies their use enormously. Since it is only a matter of familiarizing yourself with the centralization interface. You only need to learn how to use one menu where all the functions are in the same place. Regardless of the favorite messaging channel used by your customers.

2/ Avoid multiple browser windows

Making yourself available on a daily basis across multiple instant messaging channels usually means having as many browser windows open as there are active messengers. How can you not get lost when you already have 3 or 4 windows open? This is a waste of time and concentration.

With an omnichannel messaging platform, there is only one window to keep open in the background. You gain in fluidity and efficiency.

3/ Access all messaging channels from any terminal

Virtually all instant messaging channels are accessible from a smartphone, a desktop, or a tablet computer. However, habits die hard, and some messaging services, such as WhatsApp, are more likely to be used from a smartphone, while Google's Business Messenger will be more comfortable when used on a computer.

By centralizing messages on a single platform, all messaging services become accessible with a single click from any device. The comfort of use is the same regardless of the channel, making interaction a lot easier and simpler.

4/ Optimizing management time

If there is one advantage to the omnichannel messaging platform that should not be overlooked, it is without a doubt the time it allows you to save. Juggling from one messaging system to another, from one terminal to another, to answer all your customers’ messages is a particularly time-consuming ordeal.

Conversely, using a single tool, makes all the messages received visible in the blink of an eye. Answering them too becomes child's play. What is more, the use of a centralized messaging platform makes it possible to set up automatic messages or pre-recorded responses that are identical for all channels. So, whether the question "When are you open" is sent to you through WhatsApp, Messenger, or Direct, you will only have to set up one answer to answer it in a single click.

5/ Don't run out of messages

If there is one thing to keep in mind, it is that there is nothing worse than opening a channel of communication and not answering through it. In other words, if you decide to make Messenger available to your customers, you can't afford to ignore it, otherwise, your brand image will collapse. Thanks to centralized messaging, you will no longer forget to check any communication channel. By just checking your omnichannel platform on a regular basis, you can rest assured that no one has been forgotten and that you can react quickly to your customers' requests

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Written by
xoconseil
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