{"id":37373,"date":"2022-07-26T08:02:48","date_gmt":"2022-07-26T15:02:48","guid":{"rendered":"https:\/\/birdeye.com\/blog\/?p=37373"},"modified":"2024-02-02T13:30:11","modified_gmt":"2024-02-02T21:30:11","slug":"how-to-improve-customer-service-with-instant-messaging","status":"publish","type":"post","link":"https:\/\/birdeye.com\/blog\/how-to-improve-customer-service-with-instant-messaging\/","title":{"rendered":"How to improve customer service with instant messaging"},"content":{"rendered":"\n<p>As technology evolves, so does communication \u2013 and since the \u201890s, instant messaging has been a major part of how we communicate. Platforms like <a href=\"https:\/\/www.smithsonianmag.com\/innovation\/in-25-years-since-its-launch-aol-instant-messenger-has-never-been-away-180980086\/\" target=\"_blank\" rel=\"noreferrer noopener nofollow\">AOL Instant Messenger<\/a> made instant messaging accessible to the masses, and today, billions of people use instant messaging to chat at work and during their free time.&nbsp;<\/p>\n\n\n\n<p>In this article, we\u2019ll take a closer look at how instant messaging can give your business a boost. We\u2019ll walk you through what instant messaging is, how it works, and help you decide which instant messaging platform is right for your business.<\/p>\n\n\n\n<div class=\"wp-block-yoast-seo-table-of-contents yoast-table-of-contents\"><h2>Table of contents<\/h2><ul><li><a href=\"#h-what-is-instant-messaging\" data-level=\"2\">What is instant messaging?<\/a><\/li><li><a href=\"#h-features-of-instant-messaging\" data-level=\"2\">Features of instant messaging<\/a><ul><li><a href=\"#h-text-messaging\" data-level=\"3\">Text messaging<\/a><\/li><li><a href=\"#h-group-or-team-chat\" data-level=\"3\">Group or team chat<\/a><\/li><li><a href=\"#h-video-chat\" data-level=\"3\">Video chat<\/a><\/li><li><a href=\"#h-screen-sharing\" data-level=\"3\">Screen sharing<\/a><\/li><li><a href=\"#h-file-transfers\" data-level=\"3\">File transfers<\/a><\/li><\/ul><\/li><li><a href=\"#h-how-does-instant-messaging-work\" data-level=\"2\">How does instant messaging work?<\/a><\/li><li><a href=\"#h-top-instant-messaging-services\" data-level=\"2\">Top instant messaging services<\/a><\/li><li><a href=\"#h-why-messaging-is-a-better-way-to-talk-to-customers\" data-level=\"2\">Why messaging is a better way to talk to customers<\/a><\/li><li><a href=\"#h-frequently-asked-questions-about-instant-messaging\" data-level=\"2\">Frequently asked questions about instant messaging<\/a><\/li><li><a href=\"#h-business-messaging-on-all-channels-in-one-place-with-birdeye\" data-level=\"2\">Business messaging, on all channels, in one place with Birdeye<\/a><\/li><\/ul><\/div>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-what-is-instant-messaging\">What is instant messaging?<\/h2>\n\n\n\n<p>Instant messaging is an online communication method that connects people through text. Two or more people can chat with each other by sending text messages in real-time. Instant messaging makes it easy to communicate on a mobile device or web app from anywhere in the world.&nbsp;<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-features-of-instant-messaging\">Features of instant messaging<\/h2>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-text-messaging\">Text messaging<\/h3>\n\n\n\n<p>Instant messaging relies on its text messaging features as a primary function. It allows users to quickly and continuously communicate with their team members in real-time via text (SMS). You can conveniently message your co-workers at any time and conduct your conversations anywhere that you have access to your messaging app.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-group-or-team-chat\">Group or team chat<\/h3>\n\n\n\n<p>Even if you work remotely, team collaboration is still a must. A group chat allows your team to have a private chat between select members of your team. You can have as few or as many people on the chat as you want and know that your conversations are secure to only those team members.<\/p>\n\n\n\n<p>For more information, check out our article on <a href=\"https:\/\/birdeye.com\/blog\/team-chat-software\/\">how to select the right team chat software for your business<\/a>.  <\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-video-chat\">Video chat<\/h3>\n\n\n\n<p>Phone calls are productive, but it\u2019s best to see your co-workers when you\u2019re having a conversation with them. <a href=\"https:\/\/birdeye.com\/blog\/how-to-use-video-call-for-customer-service\/\" target=\"_blank\" rel=\"noreferrer noopener\">Video chats<\/a> let you see your team members face-to-face when you\u2019re on a call with them. You can have multiple people on a video chat at once no matter where they\u2019re located.&nbsp;<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-screen-sharing\">Screen sharing<\/h3>\n\n\n\n<p>There\u2019s nothing worse than trying to explain what you\u2019re doing on your screen to someone else. Now, screen sharing lets you show what you\u2019re doing on your screen in real-time when in a video chat. This is very helpful for walkthroughs, presentations, or just explaining where something is to your remote team members.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-file-transfers\">File transfers<\/h3>\n\n\n\n<p>Rather than sharing everything through emails, you can quickly and easily share your files directly in your instant messaging app with your coworkers too. This is a streamlined way to share files and continue the conversation in video, call, or text chat in one motion.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-how-does-instant-messaging-work\">How does instant messaging work?<\/h2>\n\n\n\n<p>Messaging is known as \u201casynchronous communication,\u201d which means one person sends a message, and the receiver replies when they\u2019re ready to answer. \u201cSynchronous communication,\u201d like a phone or video call, provides real-time communication with immediate replies from both parties.<\/p>\n\n\n\n<p>These days, most people prefer instant messaging because the receiver can respond at their convenience \u2013 making it a more productive and private way to communicate.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-top-instant-messaging-services\">Top instant messaging services<\/h2>\n\n\n\n<ol class=\"wp-block-list\">\n<li><strong>Google Chat<\/strong>: <a href=\"https:\/\/workspace.google.com\/products\/chat\/\" target=\"_blank\" rel=\"noreferrer noopener nofollow\">Google Chat<\/a> is a Google instant messaging service designed for businesses. With Google Chat,&nbsp; one-on-one conversations and group collaborations are fast, easy, and secure.&nbsp;<\/li>\n\n\n\n<li><strong>Facebook Messenger<\/strong>: <a href=\"https:\/\/www.messenger.com\/\" target=\"_blank\" rel=\"noreferrer noopener nofollow\">Facebook Messenger<\/a> is one of the most widely-used messaging apps on the market, with millions of users worldwide. Facebook Messenger also comes with integrated calls and video chat, which are both free to use.<\/li>\n\n\n\n<li><strong>MS Teams<\/strong>: <a href=\"https:\/\/www.microsoft.com\/en-us\/microsoft-teams\/log-in\" target=\"_blank\" rel=\"noreferrer noopener nofollow\">MS Teams<\/a> is a business-first messaging app designed by Microsoft, for Microsoft. The free app is marketed toward larger businesses that use Microsoft products across their company.<\/li>\n\n\n\n<li><strong>Telegram<\/strong>: <a href=\"https:\/\/telegram.org\/\" target=\"_blank\" rel=\"noreferrer noopener nofollow\">Telegram<\/a> is a messaging app designed for speed and security, making it one of the safest and most efficient apps on the market. It\u2019s a cross-platform app that both iPhone and Android users can use.<\/li>\n\n\n\n<li><strong>WhatsApp<\/strong>: <a href=\"https:\/\/www.whatsapp.com\/\" target=\"_blank\" rel=\"noreferrer noopener nofollow\">WhatsApp<\/a> is the world\u2019s most popular messaging app. Whatsapp features end-to-end encryption, which means only you and the person you&#8217;re communicating with can read or listen to the messages you send. In 2014, Whatsapp was acquired by Meta \u2013 and since then, business owners have been advised against using the app for anything business-related. That said, it\u2019s still a straightforward, easy-to-use messaging app.&nbsp;&nbsp;<\/li>\n<\/ol>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-why-messaging-is-a-better-way-to-talk-to-customers\">Why messaging is a better way to talk to customers<\/h2>\n\n\n\n<p>It\u2019s more important than ever to meet your customers where they are \u2013 and that\u2019s why every entrepreneur should invest in an instant messaging service for their business. Here are a few ways instant messaging can help <a href=\"https:\/\/birdeye.com\/blog\/customer-messaging\/\">upgrade your customer interactions<\/a>.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Better communication.<\/strong> Using messaging to interact with your customers is faster, easier, and less intrusive than many other forms of communication. If a customer opts into a messaging service, you can tell them about new products, special offers, and more with just a few taps.&nbsp;<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Better customer service.<\/strong> Your customers are probably already using messaging services \u2013 which means you should, too. Giving customers the option to message you with comments or concerns makes it easy to respond quickly and address any issues before they escalate. Customers expect a quick and easy response when they reach out to your business, and with messaging, you can reply in seconds.<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Better coverage. <\/strong>It\u2019s nearly impossible to read and reply to every single message your business receives. With an automated chatbot, you have the ability to respond instantly to your most important messages. Unlike a voicemail box, an automated messaging system can read a message and send a tailored response to the sender as soon as it\u2019s received.<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Better in a crisis. <\/strong>If you\u2019re a business owner, you know things don\u2019t always go according to plan. Let\u2019s say you suddenly need to close your shop or your website unexpectedly crashes. A quick messaging blast can reach your customers faster than a phone call or email \u2013 and help you avoid avoiding an angry customer who didn\u2019t get the memo.<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Better cost-efficiency<\/strong>. Communicating via phone can cost your business a chunk of change \u2013 but most instant messaging apps are completely free. You can significantly reduce the amount of money you spend on other communication platforms.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-frequently-asked-questions-about-instant-messaging\">Frequently asked questions about instant messaging<\/h2>\n\n\n\n<div class=\"schema-faq wp-block-yoast-faq-block\"><div class=\"schema-faq-section\" id=\"faq-question-1670349270187\"><strong class=\"schema-faq-question\">What is the difference between instant messaging and text messaging?<\/strong> <p class=\"schema-faq-answer\">Text messaging and instant messaging have a lot in common, but there\u2019s one key difference. <a href=\"https:\/\/birdeye.com\/blog\/business-text-messaging-for-marketing\/\">Text messaging (also known as SMS messaging)<\/a> sends messages using a mobile device, while instant messaging uses messaging apps on the internet.<\/p> <\/div> <div class=\"schema-faq-section\" id=\"faq-question-1670349330462\"><strong class=\"schema-faq-question\">Is Instant Messenger private?<\/strong> <p class=\"schema-faq-answer\">It depends on the messaging platform you\u2019re using. Some messaging apps are encrypted, which means senders and recipients can only read the messages.\u00a0<\/p> <\/div> <div class=\"schema-faq-section\" id=\"faq-question-1670349352516\"><strong class=\"schema-faq-question\">What are two types of instant messaging?<\/strong> <p class=\"schema-faq-answer\">The two basic types of instant messaging are web-based and app-based. One uses a web-based platform to allow messages to be sent and received on a computer, and the other uses a downloadable app that can be used both on computers and mobile devices.<\/p> <\/div> <\/div>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-business-messaging-on-all-channels-in-one-place-with-birdeye\">Business messaging, on all channels, in one place with Birdeye<\/h2>\n\n\n\n<div id=\"birdeye-youtube-i_BeS-DVyow\" class=\"ytvideo-container\"><\/div>\n<script>\n  var youtube = document.getElementById(\"birdeye-youtube-i_BeS-DVyow\"); \n  var img = document.createElement(\"img\");\n  img.setAttribute(\"src\", \"https:\/\/i.ytimg.com\/vi\/i_BeS-DVyow\/maxresdefault.jpg\");\n  img.setAttribute(\"class\", \"be-yt-thumb\");\n  \n  var playIcon  = document.createElement(\"div\");\n  playIcon.setAttribute(\"class\",\"play-icon\"); \/\/to add play icon on top of the image\n\n  var playBtn  = document.createElement(\"div\");\n  playBtn.setAttribute(\"class\",\"play-btn\");\n  var iconWrapper  = document.createElement(\"i\");\n  iconWrapper.setAttribute(\"class\",\"icon-wrapper\");\n\n  var iconImage = document.createElement(\"img\");\n  iconImage.setAttribute(\"src\", \"https:\/\/cdn2.birdeye.com\/version2\/v3\/components\/video\/play-btn-transparent.svg\");\n\n  youtube.appendChild(img);\n  iconWrapper.appendChild(iconImage);\n  playBtn.appendChild(iconWrapper);\n  playIcon.appendChild(playBtn);\n  youtube.appendChild(playIcon);\n  \n  \/\/ Attach an onclick event to the YouTube Thumbnail\n  youtube.onclick = function() {\n \n    \/\/ Create an iFrame with autoplay set to true\n    var iframe = document.createElement(\"iframe\");\n    iframe.setAttribute(\"src\", \"https:\/\/www.youtube.com\/embed\/i_BeS-DVyow?rel=0&modestbranding=1&autohide=1&showinfo=0&controls=0&autoplay=1&border=0&wmode=opaque&enablejsapi=1\"); \n    var iframeWidth = document.querySelector('.ytvideo-container').clientWidth;\n    var iframeHeight = document.querySelector('.ytvideo-container').clientHeight;\n    iframe.setAttribute(\"style\", \"width:\"+ iframeWidth + \"px;height:\" + iframeHeight + \"px\");\n    iframe.setAttribute(\"allow\", \"autoplay\");\n\n    \/\/ Replace the YouTube thumbnail with YouTube HTML5 Player\n    this.parentNode.replaceChild(iframe, this);\n  }; \n<\/script>\n<script type=\"application\/ld+json\">{\n  \"@context\": \"http:\/\/schema.org\",\n  \"@type\": \"VideoObject\",\n  \"name\": \"Birdeye Messaging Overview\",\n  \"description\": \"Say \u2018goodbye\u2019 to phone calls and emails, and \u2018hello\u2019 to more conversions. With Birdeye Messaging, you can reach and respond to customers 1:1 across high-converting channels like text, Google, Instagram, Facebook, Webchat, and more.\",\n  \"thumbnailUrl\": \"https:\/\/i.ytimg.com\/vi\/i_BeS-DVyow\/default.jpg\",\n  \"uploadDate\": \"2022-09-08T16:29:04Z\",\n  \"duration\": \"PT2M8S\",\n  \"embedUrl\": \"https:\/\/www.youtube.com\/embed\/i_BeS-DVyow\",\n  \"interactionCount\": \"371\"\n}<\/script>\n\n\n\n<p>It\u2019s clear that messaging is becoming the communication method of choice for customers. That\u2019s where Birdeye can help. Birdeye Messaging is our very own <a href=\"https:\/\/birdeye.com\/messaging\/\">instant messaging platform<\/a> that makes it easy for you to connect with your customers any time, anywhere, and on the channel of their choice. From a <a href=\"https:\/\/birdeye.com\/blog\/heres-how-to-unify-the-inbox-and-bridge-the-messaging-gap\/\">single inbox, you can reach out and respond to customers<\/a> over text Google Messaging, Facebook, Instagram, email, voicemail, and beyond. <a href=\"https:\/\/birdeye.com\/free-demo\/?ref=messaging\">Watch a demo<\/a>.&nbsp;<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><a href=\"https:\/\/birdeye.com\/resources\/guides\/everything-you-need-to-know-about-small-business-marketing\/\"><img decoding=\"async\" src=\"https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Everything-you-need-to-know-about-marketing-your-business.jpg\" alt=\"\" class=\"wp-image-28819\"\/><\/a><\/figure>\n","protected":false},"excerpt":{"rendered":"<p>As technology evolves, so does communication \u2013 and since the \u201890s, instant messaging has been a major part of how we communicate. Platforms like AOL Instant Messenger made instant messaging accessible to the masses, and today, billions of people use instant messaging to chat at work and during their free time.&nbsp; In this article, we\u2019ll [&hellip;]<\/p>\n","protected":false},"author":92,"featured_media":37375,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[8541],"tags":[],"class_list":["post-37373","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>Improving customer service with instant messaging | Birdeye<\/title>\n<meta name=\"description\" content=\"Instant messaging is the preferred way to chat with customers. 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