Digitization has penetrated every walk of life. There was a time when people called helplines to seek help with their online orders, flight details, and other queries. But with more developments, live chats have become prolific.
They replace a human-centric approach for artificial intelligence. A bot interacts with the customer with the most commonly asked questions. The answers are saved beforehand, guiding the person in a step-by-step fashion.
Messaging platforms are highly efficient because they merely need one keyword to find the correct answer. They also help save time and are most cost-effective. It also allows the team members to focus on their core responsibilities.
Messaging platforms became especially triumphant during the lockdowns when it was impossible to amass people in offices and technology came as a savior. It led to quick resolution of problems, and the customers seemed content. However, instant chats are not only restricted to businesses anymore.
People use them to interact with their friends and family as well. Alternatively, it might also be called DM (direct message), and their popularity is rapidly growing. 55% of active users have shown their preference towards messaging applications over calling or other communication modes.
For example, when you book a flight with Indigo, the notifications are sent to the user via WhatsApp. If you have doubts regarding flight status or others, you can initiate a live chat on WhatsApp.
4 POPULAR MOBILE AND SOCIAL MEDIA MESSAGING APPS
- Facebook messenger
The Facebook messenger or Meta is a more agile way to connect with people and famous. Every Facebook user is aware of this platform. Help desk solutions can be integrated, allowing automated messages, greetings, and faster solutions to problems.
Nearly 1.3 billion more users have begun using Facebook Messenger. People from age groups and ethnicities are a part of Facebook because it is an influential and revered platform. The chat threads here are efficiently organized.
WhatsApp is the most commonly used live chat platform. It came to light as an alternative to text messaging and has made its way into people’s lives. People have been using it for years to connect with work and friends/family.
But using WhatsApp integrated with live chats is also exceedingly convenient. It is easy to use and fosters over 2 billion people from varying countries. It is also highly economical and has an array of services like voice messaging, document sharing, allowing people to view spreadsheets/slideshows and PDFs.
Apart from its multitudinous uses, Instagram can also benefit live chats. It currently possesses over a billion users a month and nearly a billion people surfing the platform every day. Instagram has helped numerous start-ups expand their businesses with lesser inventory and more exposure.
It has offered them a platform that is sighted by the world and is free. Instagram facilitates video calling, hence bettering customer experiences. It also has several other enticing features.
Twitter has an audience of 330 million users and allows quick information exchange. People are free to express their opinions here and messaging platforms can peacefully conduct their data exchange. These tweets can be exchanged via direct messaging, which is seamless.
CONCLUSION
The cumulation of these platforms with live chats has increased their potency because most people are always engaging with them. It is preferable for them to connect through these mediums.
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