Did you know that people prefer to message with a business? A recent survey said 75% of people want to message a company when needed, and 64% said they prefer it over phone and email communication.

The majority of people text message with family, friends, and coworkers every day already. It's nearly in every home, purse, pocket, and backpack, making it the quickest and easiest way to have a conversation no matter where you are. 

When businesses use messaging to communicate with customers, they no longer have to wait for a response, sit in a long queue, or worry about your call dropping, accidentally refreshing their window, or mistakenly closing out the chat conversation and starting all over again.  We've all been there.

What if you could personalize conversations using precise details from your customer's account, preferences, and order history? Imagine it's your friend's birthday, and you're using the same online flower shop you've used many times before for different people. If the online flower shop used an intelligent chat solution, they would show the last order placed, who received it, recommend a birthday-related gift, and allow the customer to place an order without ever leaving the chatbot.

Personalizing the customer experience builds trust and creates a more engaging conversation while being helpful and efficient. People will return to businesses they trust, and companies using automation will improve their ability to resolve customer inquiries faster, saving time and money.

Many companies are shifting to messaging apps to engage and support customers. Digital and ecommerce teams accelerated this shift more so during the pandemic; some reported reducing support costs by 25%-35% just by replacing their email and web chat support with Facebook messenger and SMS messaging. Before the pandemic, sending a text to our friends and family was already the go-to action we took to communicate; it's no wonder that businesses turned to message apps to stay connected with customers. 

Facebook reported that COVID-related conversations between people and businesses grew by more than 40% on Facebook Messenger and Instagram. Messaging apps like Facebook Messenger, WhatsApp, Web chat, and text messaging bridged the gap between information and people during a very critical time in human history.

Messaging apps were essential in making accurate and timely COVID-19 information available to those owning smartphones and laptops. We got information on grocery shopping & delivery, picking up restaurant orders, medical care, education, and even voting. Messaging apps helped provide the world with the coverage needed to be safer and continue to do so by providing details on vaccines, allowing people to schedule appointments, and set appointment reminders.

Doctors and nurses can correspond with patients using messaging apps like Facebook Messenger and WhatsApp to send audio clips and videos of symptoms like a rash or a cough. WhatsApp Voice went as far as implementing a Memo feature that can check the audio patterns for signs of COVID. 

There is no doubt about it; chatbots have transformed how we do business today for the better. People will continue to adopt new innovative ways to stay connected and make life more convenient and hassle-free.

Messaging platforms like Radiance Commerce make it possible for businesses to offer the above chat services to their customers through popular messaging apps like Facebook Messenger, WhatsApp, Instagram, and SMS. 

We help you improve your customer engagement levels, design rich workflows with frictionless checkout processes to increase sales for your business and enhance the customer journey.

Schedule a demo with one of our product specialists to learn more about streamlining mobile messaging and driving more revenue with the Radiance Commerce platform.