How messaging apps are redefining the customer experience

How messaging apps are redefining the customer experience

James Glenn Gomez Published on October 17, 2017

businessman holding smartphone

What do Swiss army knives and messaging apps have in common? Both are multitools, though the latter ideally improves the customer experience.

It was in the ’60s when theorist, professor, and author Marshall McLuhan predicted that we’d be living in an interconnected world. He envisioned it as the global village, an interactive, unified planet connected by the mediums we use.

In a sense, McLuhan prophesied the Internet and how it affected the way we communicate with people. And as time goes by, the world becomes a smaller place to live in. Any person equipped with a device can reach another person thousands of miles away in a matter of milliseconds with the help of social media and messaging apps.

smiling businessman in dark using smartphone
Nowadays, messaging apps have become more than just chatting tools. They’re more than just a way to share with your friends a selfie or a cute cat video you’ve just watched. They’ve become a sort of multitool, able to serve various functions. And for companies, these chat applications improve the customer experience by becoming the one app you need for everything.

The technology of convenience

Beyond the typical conversations, messaging tools can act as a customer support channel. Social media paved the way for customers to directly converse with their favorite brands. It’s become a preferred customer service medium because of its immediacy and ease of usage. Messaging apps have been stuffed with so much features, letting people complete tasks without having to switch apps. Want to hail a ride? Do it. Looking for a new dress? Ask a store’s chatbot. It’s that easy.

Aside from that, messaging tools have integrated gaming into their list of functions. They’ve become marketing tools, complemented by chatbots and targeted ads, and can now serve as a payment tool should you link your card to your account. Nevertheless, these multitude of features hope to enhance the customer experience by putting everything in one place.

woman back using smartphone street at night

While not all of these features are available worldwide, this technology of convenience reigns supreme in China. The dominance of WeChat, QQ, Momo and the like as messaging multitools spawned the race to become the swiss army knife of ecommerce. And with China being targeted as the consumer market to look out for, western companies—such as fashion brands Burberry and Coach—go their way to enter the messenger ecommerce scene, with great marketing successes.

With China’s booming digital marketplace, companies are attempting to copycat their success for the western market, predominantly led by Facebook. In 2015, the Mark Zuckerberg-led social media giant added friend-to-friend payment options and easier ecommerce implementation through shop chatbots. However, it’s met with user reluctance because Facebook’s lapses on user privacy.

Despite the dominance of such messaging multitools in China, they’re still in the wildlands outside the Asian nation. Whether other countries will be willing to adopt such strategy remains to be seen, as it continues to have limited usability in international markets. Of course, that won’t stop developers from creating an all-in-one app to rule all customers.

Nonetheless, social media and messaging apps paved the way to the realization of McLuhan’s global village. Businesses have taken advantage of the fundamental interconnectedness of that electronic reality, improving the customer experience through ensuring the customers’ convenience.

Leave a Reply

JOIN US ON FACEBOOK
Open Access BPO
Open Access BPO1 day ago
Open Access BPO recently conducted a #cybersecurity exercise to enhance its breach detection, response, and recovery strategies, ensuring #DataSecurity for their employees and clientele: https://buff.ly/3fL5ZGo

Partner with a #BPO company with proactive cybersecurity, partner with us: https://buff.ly/3qMMMud

#WeSpearkYourLanguage
Open Access BPO
Open Access BPO updated their cover photo.1 day ago
Open Access BPO
Open Access BPO2 days ago
Your company must observe #CustomerRetention best practices to keep brand supporters satisfied and loyal. Otherwise, the effort might result in the opposite of its intention. Here are some customer retention tips: https://bit.ly/3FK5DKD

Contact us for #CustomerSupport that will keep your customers coming back for more: https://bit.ly/3Adnw3m
#WeSpeakYourLanguage
Open Access BPO
Open Access BPO4 days ago
Today’s #ecommerce brands know that much of their success relies upon their digital performance. Your website should be able to convert visitors into customers and keep previous buyers coming back. Here's how to engage your site visitors with #customersupport: https://bit.ly/3rpgXGN

Message us to get started on awesome #CX: https://bit.ly/3FwEef6

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO1 week ago
Do accents of customer service agents affect customer satisfaction? Look for a service vendor that goes beyond intonation exercise and focuses more on familiarizing agents with the cultural and lingual context of the customers they serve. Read more: https://bit.ly/31YfjTT

Contact Open Access BPO to speak your customer's language better: https://bit.ly/33CdIDT

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO1 week ago
Supercharge your branding with great content and safe online platforms. Open Access BPO offers content moderation and content creation services. Learn more: https://bit.ly/3npfL5g

Message us to get started: https://bit.ly/3Gwo5aY

#WeSpeakYourLanguage #moderation #socialmedia #writing #editing
Open Access BPO