Instant messaging has become an important part of private and professional communication. However, while we can be lenient with loved ones, it is best to enforce certain habits when it comes to communicating with clients. Here are some best practice tips for your business communications using Messenger, the WhatsApp Business API, and other instant messaging services.
Writing has the advantage of allowing time for reflection before sending a message. However, it also has the disadvantage of leaving room for interpretation. Irony or innuendo can thus lead to confusion and generate conflict through misinterpretation. It is therefore essential to keep the tone of the instant messaging message as neutral as possible. This is important to avoid any misunderstanding. Be pleasant and factual when responding to your customers in an efficient and cordial manner.
Many people use and abuse smiley faces to accompany their texts. Often, when you're not sure how someone else will interpret a sentence, an emoticon can help get the message across. But beware, if it can make you look friendly and approachable, but could lead to you losing all credibility if you exaggerate the number of smiley faces.
Explaining a service procedure from start to finish or writing part of a technical manual via an instant messaging service is not necessarily the best idea. Long messages tend to discourage people from talking because the small bubbles in your favourite instant messaging services are not ideal in terms of readability.
Conversely, also avoid one-word answers, which can give your interviewer the impression that you are not paying due attention to what he or she is saying.
In short, try to respond with a short, constructed sentence.
For your interlocutor, it is not pleasant to receive the answer in small pieces. Even if it takes a little longer, try to synthesize the answer into a single message. Above all, avoid an avalanche of messages. This gives the impression that you are not in control of your subject and that you bring bits and pieces of the reply at the pace they spring to your mind.
Even worse than not having an instant messaging service is having one and not responding to the messages that are received. Especially since, on most instant messengers, a "seen" appears as soon as you read the message. How can you then explain why you did not reply? There is no better way to destroy your company's image.
If a customer contacts you through an instant messaging service, it is usually because they want a quick response. Otherwise, they would have chosen to send an email. Whether it's WhatsApp, Messenger, or any other messaging service, it is recommended that you respond as soon as possible. At worst, within 24 hours.
Whether you are too busy to answer immediately or already busy in conversation, or you have to look up some information, don't hesitate to put your caller on hold, just as you would on the phone.
It’s easy enough to send a message "Please wait a few moments while I look for the information you require", rather than leave your interlocutor hanging. This will prevent them from feeling that you have left the conversation, and help them be patient.
To avoid going unanswered, you can also activate automatic messages. You can send a simple "Hello. Thank you for your message. We will give you a reply as soon as possible". When receiving a message such as this, the customer no longer expects an immediate response. He or she knows that the message initially sent is being transmitted to the right person.
In some cases, depending on the question received, you can even set up an automatic response. This allows you to answer to the most common requests in a very short period of time, helping you to improve customer satisfaction.
What is "ghosting"? It is simply the act of abandoning a conversation when you no longer have any interest in it. If you want to terminate a conversation, it is better to be clear with your contact and to say goodbye before you leave, rather than to leave the conversation without saying anything.
To simplify the management of your instant messaging services, why not bring them all together under one clear and intuitive interface? This is what ChayAll offers to help you optimize the time spent managing your different applications. You can see all your received messages at a glance and respond directly to them while benefiting from all the advantages of each messaging system.
Using one or more instant messaging services is a good thing, but knowing how to use them correctly is essential to getting the most out of them. By following our 10 tips for good chat communication, you will gain the trust of your customers and improve your image. I would like to test the ChayAll omnichannel platform!