Business-customer communication is evolving everyday and messengers for business are poised to be the next key trend in business communication. As businesses grow, they need tools that scale to match the volume of people they reach out to and support. One aspect to making this support and outreach experience better was live chat. Live chat on a website suggested there was always someone on the other end to answer your queries and solve issues you had on a website or tool.
Sadly, that isn’t always the case. As much as they’d like to be, businesses aren’t on 24/7 or can’t always afford to have a support team. Enter messengers for business. Messengers for business come with a significantly different connotation than live chat for business. They offer businesses of every size the flexibility to expand their outreach and support as and when they are ready. We took a look at 5 messengers for business that can make your business communication a breeze.
Facebook’s messenger product is the perfect answer to your messaging needs, especially if you are in the world of ecommerce. You can set up your shop on facebook or shopify and use the app on your phone to answer customers’ queries and concerns on the go. KLM recently integrated the messenger to help their customers get answers to flight related queries and make the boarding process easier.
Pros: Great for ecommerce businesses and online shopping, not so much for a SaaS business.
Cons: Facebook’s approach to privacy and user data makes them a questionable place to store your user data.
An easy to use tool for customer success and marketing, with an in-app communication platform that lets you reach users via website and mobile app. Intercom’s website describes the product as ‘the single platform for every customer interaction.’ This means you can use intercom to handle every stage of the customer lifecycle, from onboarding to preventing churn.
Pro: Great user interface design and user experience.
Con: Pricing is detailed and simple looking, but complicated and at times expensive once you figure out what exactly you need.
With the Boomtrain Messenger, your team and you can answer questions from customers on your website, which go in to a shared team inbox. Have a question you can’t answer? Assign it to a colleague who can. You can also send customers user behaviour-based communication. So if someone is reading a particular article, you can trigger a message offering them related content – or if someone if viewing a product, you can show them a similar product. Customers and visitors to your website can see these messages pop up as they are triggered and start conversations with you.
Pros: Great pricing for teams using in-app messaging both in the world of eCommerce, Media and Publishing.
Cons: No canned responses.
A messenger for business that is free to use on your website with upto 10,000 monthly active users. The website version can be copied onto your website to start sending in-app messages via SDKs or REST APIs. The price of a mobile messaging plan if you have upto 200,000 monthly active users is $200.
Pro: The messenger is free for clients to use on their websites, but not on their mobile apps. Simple payment for upto 200K users.
Cons: Not a standalone piece. Comprises of SDKs that integrate with tools like Slack, Gmail etc.
The Fleep messenger for business has the ambitious goal of reducing your email communication in between your team and between your team and customers by bringing all written communication into one app. The app charges per user and is available on the desktop as well as on mobile. Features include audio/video calling (through a google hangout integration) and email compatibility. Team collaboration is easy on Fleep. You can assign tasks to your teammates and vice versa.
Pro: Unlimited message archives – called file drawers – with the free plan.
Cons: File sharing limit per user and per user charges.
Watch this space
Nir Eyal of the blog ‘Nir and Far’ predicted that assistants-as-app may be the next big tech trend, and Chris Messina (inventor of the hashtag) mentions ‘conversational commerce‘ and native language processing as something to watch out for in a piece on the messaging scenario. Messengers for business look like they’ll be around for a while.