Business messaging is the key to create better customer engagement by attracting more consumers to deliver a high-quality customer experience. As the term suggests it is basically a mode of communication through messages but is a lot more than that when practically applied. This simple solution will help in reaching out to consumers, and hence it is a powerful business tactic to improve the overall aspects of consumer business relationships.
In this article, we will discuss in-depth this simple and powerful tool along with some of the tips to improve as well as keep your business going. Those in search of business development tips, their impact on revenue growth, and the need for effective communication in terms of internal and external, then this article will be useful as it highlights all of them.
What is Business Messaging?
Let us begin with understanding business messaging before proceeding with the tips and different ways of approaches. Business messaging involves setting up channels through which the consumers and business or the company can communicate with each other.
The usual mode of such communication is through SMS, also known as text messaging. This category beholds notifications from brands that the consumers visit, shipping notifications, messages with marketing offers, promotional campaigns, information about discount sales, reminders for appointments, etc. These are the few real-life examples that are most commonly approached when it comes to business messaging.
One must note that business messaging is not a one-way mode of communication such as text messages or SMS but it includes every possibility of reaching out to your consumers which might be on internet platforms, social media, etc. where two-way communication is possible. It is possible to establish business communication anywhere either by creating a new platform or using the platform where the users spend most of their time already.
Customer Acquisition
For example, business messaging is useful to reach out to a shopper browsing your website and reach out for help to find a product through a web-chat or the company can provide one-to-one customer service for the queries shared over social media platforms such as Facebook, Twitter, and Instagram.
Another scenario is the proactive engagement of the seller or company in updating the consumer about the shipping stage, delivery status, and other essential information which might prevent a query over a phone call. This acts as mutual help which reduces the clarification time, improves credibility and trust in the business.
Hence, business messaging helps to deliver comfort, convenience, and ease that customers expect while engaging with a brand, so starting from pre-sales activities till post-sales interactions the consistency maintenance is very important. According to statistics, more than 60% of consumers prefer messaging as the optimum channel to contact a company.
Revenue Growth
Revenue growth is the key aspect that every business focuses on. Business management, strategies, and tactics all together lead to the goal of increasing their revenue by increasing their reach in the market, and among customers.
There are several options to achieve this such as the introduction of a new product line, development of a new product or service, etc. but one must not forget that there are several more customers who want to buy the products you are currently dealing with, and are unaware of it.
Increasing awareness and the frequency of customers visiting will boom your business after which if required new products will be introduced to a much larger audience. This is where messaging plays an important role.
With the help of messaging, it makes it easier for the consumers to engage with your company whenever, and wherever they prefer. The potential buyers can clarify their doubts by asking questions, with ease, and speed. When the company responds with timely support, it improves the probability of improving sales, hence supporting revenue growth.
For example, consider this example as of how your business can help in converting customers to potential buyers with help of business messaging. If you are one of the service companies then prompt replying, appointments, sharing of estimations, etc. is possible through messaging. It will prevent business loss due to missing calls and avoid delays. The same applies to business in the travel and hospitality industry.
Google My Business Messaging
The Google My Business Messaging (GMB) is a google business messaging app which is a solution for the visitors who are in search of your business in either Google Maps or Google search. Let us discuss in detail this business messaging app or business messaging exe along with their types of accounts, and best practices.
Google My Business Messaging has two products, which are the Google My Business app, and the Google My Business Message API, in which the former is useful for small businesses to answer through messages and the latter for large businesses that want to integrate into their stack.
Through this business messaging platform the users can message directly from Google Search or Google Maps which will travel through Google’s infrastructure and then the business can answer the queries. With this solution, the customers no longer have to search through your website for a way to contact you or reach out to you.
Initially, Google My Business Messaging was using SMS when it was launched in 2017. Through this customers can send SMS which will appear on the GMB account dashboard but as of 2019, this was no longer used as instead of SMS, they replaced IM-like messaging.
Types of Google My Business Accounts
The Google Business accounts are of two types – the application, and the API. The application is completely free and the API account is currently in closed beta.
Setting up Google My Business
The Android and iOS users can download the application and before signing up, a profile is required which will be linked to a Gmail or Google Workspace address. This is an important step and one must make sure that the GMB account profile has all the updated information like operating hours, address & website, etc.
Once finishing up building the profile, verify the account and enable your messaging tool. Businesses can no longer use messaging on desktops and have to enable it through the Google My Business App.
To access it, open the Settings > Messages. Then turn on the Messaging toggle and edit your welcome message accordingly.
In this article, we have discussed one of the key aspects of communication establishment in business using business messaging tips and applications. Hope this was useful in understanding the concepts and benefits of business messaging.
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