With so many ways to market your business and communicate with customers already at your fingertips, should you add Chat Apps API to the equation? The answer is a resounding yes! Here’s why:
We are officially in the Messaging Age — chat apps have more monthly active users than social networking apps. It is the preferred communication method for millennials, the largest consumer group on the planet. The most downloaded apps for iPhone in the first quarter of 2018 and the running tally on Google Play for Android include WhatsApp, Facebook Messenger, WeChat, Viber, Line, and QQ. There are also many more up-and-comers with user bases spanning the globe.
Chat apps have come a long way since their inception. Initially, they were used for one-on-one communication and group conversations between family, friends, and colleagues. Today, savvy marketers are using these same apps — complete with updated capabilities — for a range of tasks, including sending customer notifications, advertising new products or sales, content marketing promotion, managing lead generation, and follow-ups.
Now, marketers are even using chatbots to extend their content’s reach and increase the regularity of contact with their target audience. They also save themselves time through the automated communication of repetitive information, such as FAQs.
Wavecell is now an official WhatsApp Business provider. Find out more.
Below are five hacks that will help you join the latest technological revolution, turning every visitor into a customer and every customer into a brand advocate:
1. Use a single Chat Apps API for all channels
Picking a chat app for your business and customer engagement isn’t always an easy process. There is a lot to consider as each app has different features and different types of users. Rather than trying a few different apps and adopting a scattergun approach, use a single API for your chat apps to reduce the time you spend sending out notifications and content to your audience. You can even set up specific campaigns, saving details and reusing them across all chosen channels as needed.
2. Integrate rich content into your campaigns
Chat apps enable you to use rich, engaging, localised, and interactive content to help you stand out from your competitors. Take advantage of this and use photos, videos, location tags or files directly to your customers’ phones and inboxes. This gets you seen and heard, all without the other distractions they will find on their social media feeds or timelines. Sending directly to their inboxes means your business, products, or services are prominent on their screens and, in turn, their minds.
3. Use Chat Apps APIs that offer automated content adaptation
When sending out marketing campaigns using multiple chat apps channels, bear in mind that different chat apps work differently. Garbled and inconsistent messages do not display well, so only use platforms that offer automated content adaptation, helping you to adapt your content to the chat app channel that the message is delivered through. This provides consistency, whether your message is received through Facebook, WhatsApp, Viber, or LINE. You can free yourself to focus on the content of your campaigns, rather than be concerned by how to optimise it to the different chat app channels.
4. Have a good fallback system
To ensure the delivery of the messages that you have put so much effort into crafting and refining, you should have a proper fallback plan in place. Smart Retry reroutes any undelivered messages to an alternative channel your customer uses. At a minimum, you’ll likely have their mobile phone number, so the SMS fallback can step in and send both undelivered and unread messages via SMS.
5. Set a preferred channel
If you have a preference for chat app channels you’d like to use first, set an order of priority. You can tweak this priority list as much as you like, to find what best suits you and your business.
An Introduction to Chatbots
Let’s go one step further and delve just a little into chatbots. They have been available for some time through Facebook Messenger and have recently been introduced to WhatsApp for Business. A chatbot is an automated communication and response system for speaking to customers and potential customers. Depending on the level of communication and detail you want, chatbots can be kept as simple or as advanced as you wish.
A prime example of a chatbot user is Philips Lighting in Singapore. Users can enquire about and make purchases from their suite of products via Facebook Messenger. Through round-the-clock assistance and interaction, the bot makes recommendations based on user input and allows purchases directly from that platform.
Still wondering how you can leverage chat apps to your advantage? As we have shown above, using them for simple customer support is only a small part of the scope available. Customers can develop it further on their own — for more inspiration, take a look at MakeUseOf’s blog which covers a number of amazing Facebook Messenger bots you can chat with. Think outside the box and consider the benefits to you and your business.
Contact Wavecell today for more information about how chat app and messaging solutions can help save time for both your business and customers. https://wavecell.com/chat-apps/
To learn more about Wavecell’s Chat App and Messaging solutions, drop us an email at firstname.lastname@example.org