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March 9, 2022

Six Customer Messaging Platform Best Practices for 2022

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Messaging is one of the top rated contact methods for customer satisfaction.

The average consumer spends about three hours per day on their cell phone. And a whopping two hours and 25 minutes of that time is spent on social media. Companies across industries recognize this and are improving the customer experience by adding a customer messaging platform into their support strategies. 

Messaging is one of the top-rated contact methods for customer satisfaction. It’s no wonder why teams are adopting instant messaging services. Not only is live chat support preferred by customers, but it’s also a cost-effective opportunity to meet customers where they already are. Integrate live chat support on website pages, messaging platforms, and social media apps to help your customers when and where they need it most.

Use these six best practices to optimize your messaging support. 

1. Choose the right customer messaging platform 

Go where your customers are. Depending on your industry, your customers will use some platforms over others. Facebook Messenger and WhatsApp are among the most used messaging apps out there. Prioritize the platform that your customers use and implement chat support for that channel.

2. Create goals with clear metrics

Make sure it’s clear to all stakeholders why the company is offering messaging support. It may seem obvious, but get more specific than just “to improve customer support”.

It’s important to know what the key measurement of success is for your live chat support. Three main things to think about are cost reduction, employee productivity, and customer satisfaction. 

Know what the key measurements of success are for your customer messaging platform support.

Once you define a priority, identify key metrics to track your company’s progress. Defining and measuring your goals will improve the customer experience and help your employees focus on the right things.

3. Use automation

There’s a balance between human chat support and AI chat support. Contrary to what you might think, customers are actually receptive to chatbot interactions. 87% of customers have neutral or positive experiences with chatbots

Use automation to help with simple customer inquiries and save more complicated issues for your agents to address hands-on.

4. Action key customer information

Collecting customer information like name, email, phone number, and problem details can give agents additional context into issues and help them lower resolution time.

Pro tip: Use conversation history, including bot interactions, as a resource to help customers on a more personal level. Remember to keep these details in one place to provide support across all customer messaging channels.

5. Track chat metrics

You created goals with clear metrics. Now it’s time to track them. Metrics like call volume, conversation duration, resolution time, and customer satisfaction (CSAT) help measure the performance of your customer messaging strategy. Pick the most helpful metrics to measure based on your company’s goals.

Chat metrics help improve your customer and agent experience alike. What you focus on, grows. When your agents know what to prioritize, it’s easier and faster for them to improve in those specific areas.

6. Utilize the right communication style

Live chat support is different from email and voice support. Prepare your agents for digital messaging with customers in real-time with simple prompts and scripts.

Establishing the right metrics will help improve your customer messaging platform support over time.

Agents should focus on sending clear explanations and brief summaries. Avoid overwhelming customers with lengthy, boring messages. They’re time-consuming for your agents and don’t help the customer.

Want to optimize your customer messaging platform and improve the overall customer experience? LiveVox offers a blended omnichannel platform that helps companies meet customers on their channels of choice. Take the guesswork out of messaging platforms with this ready-to-use solution.

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About LiveVox

LiveVox (Nasdaq: LVOX) is a next generation contact center platform that powers more than 14 billion omnichannel interactions a year. By seamlessly unifying blended omnichannel communications, CRM, AI, and WEM capabilities, the Company’s technology delivers exceptional agent and customer experiences, while helping to mitigate compliance risk. With 20 years of cloud experience and expertise, LiveVox’s CCaaS 2.0 platform is at the forefront of cloud contact center innovation. The Company has more than 650 global employees and is headquartered in San Francisco, with offices in Atlanta; Columbus; Denver; New York City; St. Louis; Medellin, Colombia; and Bangalore, India. To stay up to date with everything LiveVox, follow us at @LiveVox or visit livevox.com.

To stay up to date with everything LiveVox, follow us at @LiveVox, visit www.livevox.com or call one of our specialists at (844) 207-6663.

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