Businesses need new generation tools to engage new generation customers

As mentioned by Bill Price and David Jaffe, in their latest book “Your Customer Rules”, customers now dictate innovation in customer service. They are empowered with technology that shifts the control in their favor leading to the “Me2B” environment quoted in the book. The numbers seem to support that. As brick and mortar locations transition from a place of commerce to more of an experiential marketing add-on, the web and mobile channels must also provide unique and compelling experiences to consumers. And a key component to an exceptional experience is virtual customer support — and messaging in particular.

With main focus on convenience, SnapSolv facilitates easy interaction between brands and consumers — to empower companies to offer exceptional support. Mobile messaging is also the fastest growing communication medium with the millennials, giving them the freedom to ask questions regardless of time and location and not restrained by limitations such as business hours etc.

WHY MESSAGING FOR CUSTOMER EXPERIENCE?

Because no one wants to look up a phone number, wait on hold, and then talk to a person that has no context on the situation. SnapSolv’s powerful messaging solution solves all those problems for the consumer. No phone number (just one click), no hold times (agents can respond immediately), and complete customer profile and chat history for reference and context. In fact, according to Forrester, valuing the consumer’s time is the most important thing a company’s support channel can do. SnapSolv eases that frustration and facilitates easy buying process for consumers which in turn helps your business build a long standing customer loyalty. With personalized interaction and on their preferred medium, you can turn your customers into best brand advocates.

According to consultancy Accenture, 47% of customers “can’t wait” to receive real-time mobile offers from their favorite businesses. Traditionally, companies have sent promotional materials through postal mail or e-mail. The former is not time-sensitive and the latter gets lost amongst the myriad emails a person receives in a day. It’s the most effective channel for reaching your trusted customers. In fact, consumers far and away prefer to get service-based updates on their mobile phones vs. other channels (70% — mobile, 12% — laptop). If you provide notifications that add value, consumers will not only be thankful, but they’ll have another reason to keep your app on their phone.

Here are a few other reasons for businesses to consider adopting a mobile strategy to engage customers through SnapSolv’s messaging platform.

SHIFT TO MOBILE

Currently, over 68% of US adults own a smartphone and 45% own a tablet. Furthermore, there are currently more mobile users than desktop users. Smartphone and tablet users also tend to be younger, more educated, and wealthier. Basically, the ideal profile of consumer that most companies desire as customers. And they’re spending their time on their smartphones using apps, not talking to people.

RISE OF MESSAGING

In tandem with the rise in mobile use has been the increased adoption of messaging as a platform. While most phones have simple SMS built into them, messaging solutions like Facebook Messenger, WhatsApp and WeChat have become extremely popular amongst Millennials. Messaging is so popular, in fact, that the big four peer-to-peer messaging apps have more daily users than the big four social networks.

YOUR CUSTOMERS LOVE MOBILE MESSAGING

Now that we’ve identified the general growth of mobile messaging, and why businesses are adopting it, let’s transition to why consumers love it. Customers are open to forming a bond with businesses they love. This is at the core of conversational commerce. Part of that bond rests on a company being unobtrusively available to the customer during the buyer’s journey, and providing value both before and after purchase. When a company delivers on that promise, they create repeat customers (the most profitable kind!).

MOBILE MESSAGING & BUSINESSES

While mobile & messaging have seen explosive growth, most businesses have been slower to adapt to changing customer needs. This is a huge mistake. Those that are early adopters of a mobile-first customer service approach have reaped the benefits. Starbucks, for instance, now sees 21% of its transactions occur on mobile. These are happy, repeat customers who appreciate the friction-less ease that mobile provides.

Messaging too has been an important support strategy for select businesses. Watchmaker Shinola saw an immediate 10 to 15% conversion lift after implementing messaging support on its web and mobile sites. And research from Forrester indicates that 53% of US online adults will abandon their purchase if they’re not able to find quick answers to their questions.

Conclusion

Today’s consumers utilize mobile messaging as the communication tool of choice. Rapidly, it is also becoming the best and most convenient way to converse with businesses. Smart businesses understand the needs of their consumers and adopt platforms like SnapSolv that strengthen the bond with their consumers.

As has been shown through repeated studies, selling to an existing customer is a lot cheaper than acquiring a new customer. One of the key ways to keep a customer happy is to be always available. Mobile messaging provides the best customer support experience currently possible. Be it through the SnapSolv app, or your own app with SnapSolv built into it, our core mission is to mold your customers into fanatical supporters of your support system.

Find out how Snapsolv’s messaging platform can help you start these conversations and open up new channels of communication between you and your soon-to-be-loyal customers. Request a demo at sales@snapsolv.com or Text Us at 708–572–7658