{"id":30128,"date":"2020-11-30T17:46:30","date_gmt":"2020-12-01T01:46:30","guid":{"rendered":"https:\/\/birdeye.com\/blog\/?p=30128"},"modified":"2024-02-02T09:16:38","modified_gmt":"2024-02-02T17:16:38","slug":"heres-how-to-unify-the-inbox-and-bridge-the-messaging-gap","status":"publish","type":"post","link":"https:\/\/birdeye.com\/blog\/heres-how-to-unify-the-inbox-and-bridge-the-messaging-gap\/","title":{"rendered":"Here\u2019s how to unify the inbox and bridge the messaging gap"},"content":{"rendered":"\n<p><em>(Second post in our 6-part series on Customer Experience gaps, and how best to combat them. If you missed our post on the VoC gap, <\/em><a href=\"https:\/\/birdeye.com\/blog\/mind-the-voc-gap-what-customers-think-of-you-and-what-theyre-actually-hearing\/\"><em>you can read it here<\/em><\/a><em>.)<\/em><\/p>\n\n\n\n<p>Despite our businesses\u2019 best efforts to manage and enhance customer experience, we\u2019re often subject to gaps between <em>how we\u2019d like things to be<\/em> and <em>how things actually are<\/em>. For instance, we\u2019d <em>like<\/em> to be able to control the messaging channels in which our customers communicate with us, funneling them to our preferred alternatives. Perhaps that\u2019s webchat, or email, or even a phone call to a support rep.<\/p>\n\n\n\n<p>The modern customer has other ideas, and we\u2019re all the better for it. They prefer to talk to businesses on their preferred messaging apps or channels. Sometimes, these are newer channels that a business isn\u2019t quite staffed for nor ready to support. We call this the <strong>Messaging Gap<\/strong>, and it\u2019s a big one. Failing to account for the many channels that customers wish to talk to you in means that a business is likely missing out on important feedback and customer sentiment that\u2019s being expressed there, whether that\u2019s Facebook Messenger, Instagram, <a href=\"https:\/\/birdeye.com\/blog\/customer-messaging\/\">text messages<\/a> and countless other examples.<\/p>\n\n\n\n<p>Let\u2019s look at a relevant example for many Birdeye customers. For years, Google business listings that come up in a prospect\u2019s search results had primarily focused on business hours, embedded maps and reviews. When Google added click-to-call and messaging options, however, it became an extremely easy method for prospects to reach out for quick questions and inquiries. We\u2019ve heard all too many stories here at Birdeye of businesses with \u201cnobody home\u201d on the other end of these inquiries, resulting in missed connections, customer frustration, and ultimately, missed revenue.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-customers-not-businesses-define-messaging-strategy\">Customers &#8211; not businesses &#8211; define messaging strategy<\/h2>\n\n\n\n<p>Customers now <strong>expect you to be there<\/strong> for them on their preferred channels, and they\u2019re the ones in the messaging driver\u2019s seat. Businesses who wish to compete with the more forward-looking competitors in their fields have found that there\u2019s really no option but to be present on <em>every<\/em> type of messaging app or channel, from text to chatbots to <a href=\"https:\/\/birdeye.com\/blog\/website-chat\/\">webchat<\/a> to Google, Facebook and Apple Messaging; all the way to <a href=\"https:\/\/birdeye.com\/video-chat\/\">video chat<\/a> and beyond.\u00a0<gwmw style=\"display:none;\"><\/p>\n\n\n\n<p>This isn\u2019t quite as daunting as it might sound. Solutions such as <a href=\"https:\/\/birdeye.com\/messaging\/\">Birdeye\u2019s Messaging<\/a> allows businesses to talk to their customers via <em>all<\/em> the aforementioned channels, all in one centralized, easy-to-use dashboard. Why struggle to be constantly present in up to a dozen discrete apps or channels, when you\u2019re <strong>easily able to be present in one place<\/strong>, with all of your messages appropriately tagged by source and easy to respond to in one session? No matter where customers are and what they\u2019re using to communicate, users of Birdeye\u2019s Messaging are talking to them through one unified inbox. That\u2019s how we\u2019ve worked to help our customers solve the messaging gap.<\/p>\n\n\n\n<p><br>Scott Hansen at <strong>Extra Space Storage<\/strong> put it best. He told us, with regard to customer interactions, \u201cIt\u2019s very different today than even 5 or 10 years ago. The variety of preferences customers have in their interactions has changed. Customers have so many choices in who they do business with. Businesses need to pay attention to<em> all <\/em>the interaction points available to customers&#8230;.businesses like Extra Space have to be visible and engaged in all of these channels. It&#8217;s a great way to show customers that they are the best option for them today, companies need to be aware of and interact with customers on all of their preferred channels.\u201d<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><a href=\"https:\/\/birdeye.com\/messaging\/\"><img decoding=\"async\" src=\"https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Message-product-page-CTA.png\" alt=\"\" class=\"wp-image-30478\"\/><\/a><\/figure>\n","protected":false},"excerpt":{"rendered":"<p>(Second post in our 6-part series on Customer Experience gaps, and how best to combat them. If you missed our post on the VoC gap, you can read it here.) Despite our businesses\u2019 best efforts to manage and enhance customer experience, we\u2019re often subject to gaps between how we\u2019d like things to be and how [&hellip;]<\/p>\n","protected":false},"author":92,"featured_media":30130,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[8541],"tags":[],"class_list":["post-30128","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-business-messaging"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v26.5 (Yoast SEO v26.5) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Unify your inbox and bridge the messaging gap | Birdeye<\/title>\n<meta name=\"description\" content=\"Customers want to talk to businesses through new channels, but it&#039;s hard to keep up. 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