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How to grow your business with an omni-channel business messenger

by | Jan 27, 2024

Accelerate your business with an omni-channel business messenger

The buzz word of the decade, the Omni-Channel Business Messenger, but what exactly is it?

Over the past many years, the business landscape has undergone significant transformation. There’s been rapid advancement in technology and increased access to the internet. Customers are now looking for more convenient and instant ways to connect with businesses. The rise of social media platforms and instant messaging apps such as WhatsApp and Facebook has changed the way customers and businesses interact. 

Today’s customers want quick and accessible solutions, and modern channels provide them with just that. Businesses are now shifting towards digitalisation. They are beginning to use modern platforms to engage with customers and provide them with seamless experiences. This new landscape has created unique opportunities for businesses to reach new customers, increase brand visibility and improve customer satisfaction.

But with so many channels and platforms, how is a business to keep up? Enter the World of omni-channel business messenger.

What is an Omni-Channel Business Messenger?

An omni-channel business messenger is a communication tool that helps businesses to communicate with its customers across various apps and platforms from a single dashboard. Rather than  switching apps, omni-channel messengers combine multiple channels such as WhatsApp, Facebook, SMS, and other messaging apps into one platform. The aim of such platforms is to provide a seamless way for customers to interact with a business across different touchpoints. An example of an omni-channel business messenger that combines SMS, WhatsApp, Facebook and more into one solution is Moja, developed by Beem Africa.

By using an omni-channel messenger, like Moja, businesses can respond to customer inquiries and provide support quickly and efficiently. This can help improve customer satisfaction and build long term trust in their brand. It also provides businesses with valuable insights into customer behaviour and preferences, allowing them to offer personalised experiences. 

Using the power of Chatbots

With great power comes automation, enter the World of Chatbots. Chatbots are an indispensable tool in a businesses arsenal. They can help qualify inbound leads by automating initial customer interactions and providing quick responses to common inquiries. Through workflows and natural language processing, chatbots can understand and categorise customer queries, directing leads to the appropriate department or human agent. 

Chatbots can lighten the load for human agents by tackling simple and repetitive tasks. This means agents can concentrate on more important tasks, like closing deals. Plus, chatbots can gather valuable information about leads, like what they’re struggling with and what they’re interested in, which can help businesses better qualify and prioritize leads. By relying on chatbots to qualify leads, businesses can make their sales process smoother, improve customer happiness, and ultimately achieve better results.

Capture customer data

Capturing customer data during business chats is extremely important. It provides valuable insights into customer behaviour and preferences. This information can be used to deliver better personalised service, which is increasingly in demand as customers seek more convenient and tailored experiences. 

Customer data can include things like their contact details, what they’ve bought before, and what they thought of the products and services. By collecting this data and keeping it all in one place, like a CRM system, businesses can have more personalised and relevant chats with their customers. They can then use the info to suggest products that would be a good fit or solve problems more quickly. And by giving customers a more personalised experience, businesses can make them happier, build stronger relationships, and get better results.

Create promotions and upsell opportunities

Businesses can use omni-channel messengers to send promo and broadcast messages on WhatsApp and SMS to keep customers in the loop. These messages could be about sales, discounts, new products, or other marketing stuff.

By going omni-channel, businesses can reach customers where they are, making it more likely they’ll see and act on the messages. This is especially helpful for businesses with customers in different parts of the world, since they can target specific groups and make the messages relevant to each region. Sending out these messages can help businesses get more visibility, sales, and customer loyalty.

Omni-channel messengers make it easy and cost-effective for businesses to stay in touch with their customers, keeping them engaged and informed.

The evolution of in-chat payments

As systems become more integrated, customers expect more from their interactions and experiences. It is not uncommon for customers to drop off if they have to keep switching between apps. Adding chat payments to omni-channel messengers can help businesses get more value and make sales smoother by giving customers a super easy and convenient way to pay. By letting them pay right inside a chat or messaging app, businesses can make it less of a hassle and more likely they’ll actually make a purchase. This means more sales and fewer shopping carts left behind.

Chat payments also give businesses helpful transaction info and make billing and invoicing more accurate. This also has the benefit of making the whole sales process run smoother. By combining chat payments with an omni-channel messenger, businesses can give customers a one-stop-shop for chatting and paying, giving them a better experience and capturing more value.

Spreading the work

With many communication channels and a flood of customer messages, technology can soon seem a bit overwhelming. Balancing the workload between agents and routing chats in an omni-channel business messenger is crucial. Such platforms have to make sure customers’ questions get answered quickly and well. Load balancing here means spreading out incoming chats and messages across available agents. This can help to cut down on wait times and make response times faster. By directing chats to the right agent based on their skills and availability, businesses can be even more efficient and make sure the customer gets help from the best agent for the job.

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