B2B Customer Support | | Published March 09, 2023

5 Reasons To Offer Multiple Messaging Channels

In today’s fast-paced and digital world, messaging has become an increasingly popular form of communication for customers. It is important for companies to adapt to their customers' preferences in order to provide the highest levels of satisfaction, gain more customers, and provide the best customer experiences. That’s why we’re excited to announce the addition of two new messaging channels to our live chat software: WhatsApp and Google Business Messages.

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Here's why it's so important for businesses to offer multiple messaging channels:

1. Increased Customer Satisfaction

Businesses are able to reach a wider audience by providing their customers with various methods of communication. This allows customers to select their preferred channel, and ensures they can reach out in the most comfortable way.

For example, customers may choose to contact a business through WhatsApp for its global availability, end-to-end encryption, and text-like interface. While others prefer Google Business Messages because they can engage directly from Google Search and Google Maps.

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When business can meet customers where they are, it showcases their ability to meet customer needs and provide personalized experiences. 

2. Reach More Customers

Offering multiple messaging channels can help businesses reach a wider audience because they interact with customers in the places they already are, on the channels they’re already using. Different customers use different messaging channels, depending on their location, age, and preferences. By providing a variety of channels, businesses can cast a wider net and connect with customers across different platforms. 

For example, WhatsApp is the world’s most popular, reliable, and secure messaging app and is widely used across Europe, Latin America, and Asia. By offering WhatsApp, businesses can extend their reach to global markets. Similarly, as the world’s most prevalent and universally used search engine, Google can provide businesses with an unmatched level of engagement with Google Business Messages.

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3. Better Customer Service

Customers expect fast and efficient responses to their inquiries regardless of the channel they use to connect with a brand. By offering a variety of messaging options, businesses can provide better customer service by responding quickly. 

We make quick responses easy here at TeamSupport by routing all messages to the Messaging Hub - a centralized location for all conversations. The Messaging Hub empowers agents to interact with customers from a single interface rather than jumping around from platform to platform. This eliminates complexities associated with managing multiple live chat channels and increases agent workflows.

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4. It's Cost-Effective

Having multiple messaging channels can be a more cost-effective engagement option than traditional routes such as phone lines. That is because businesses can incorporate chat bots to manage simple inquiries and free up agent workloads. Additionally, with features like TeamSupport's Messaging Hub, agents who are actively participating in conversations can easily handle multiple conversations at once - requiring fewer agents needed at a time. 

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5. Competitive Advantage

In today's marketplace, offering a range of messaging channels can provide businesses with a competitive advantage over similar businesses. Customers are always looking for brands that are easy to communicate with, responsive to their needs, and accessible. By offering multiple messaging channels, businesses can stand out from their competitors and provide a more attractive proposition to potential customers. 

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In conclusion, offering multiple messaging channels is essential for businesses that want to meet their customers' expectations and provide better customer experiences. By extending your reach, optimizing volume, and offering a more personalized experience, businesses can build stronger relationships with their customers and drive better business outcomes. That's why at TeamSupport, we have added WhatsApp and Google Business Messages to our website live chat software, to provide our customers with even more options for connecting with their customers.

For more information on TeamSupport’s new messaging channels, check out our press release here.