Efficiency and Productivity of Customer Service Agents
Agents can cater to more customers at the same time. They can manage more conversations with less time, resulting in high customer satisfaction.
Agents can focus on issues that should be prioritized. With asynchronous messaging, there could be a time gap for answering questions. Agents have more time to consider the best option to solve a particular query or problem or to decide whether to escalate the issue or not. This leads to better quality communication between the agent and the customer rather than trial-and-error mechanics.
Time-saving
Agents can field other queries while waiting for the response of the customer. Aside from catering to other customers, agents can also make the best use of their time doing other tasks like researching answers to further customer queries or locating resources that can help fix the customer’s problem. Also, if the problem reoccurs then the agent will easily know what to do and what kind of solution applies.
On the other hand, customers can also make better use of their time by not having to give information that an agent should know because it was already in their conversation history or it was asked by the agent in the previous conversation.
Flexibility
Saving time by using asynchronous messaging relates much to flexibility. Not all customer care services are online 24/7. Some go offline depending on the type of work, time zones, business or store hours. The customer can just leave a message on a messaging app, and then the agent can answer the query when they are back online.
Creates Customer Rapport
When the agents do not need to ask the same questions again, like verifying identity, this helps with building rapport between the customer and the customer representative. Since the conversation is continuous, for the customer it can become as though they were talking to a friend looking for advice. The chat can be opened and answered at the customer’s convenience just like talking to a friend or a family member.
Profit Increases
When customers are satisfied with the assistance that they have experienced, they are much more likely to use as businesses products again and may even advocate it’s services to other potential customers via word-of-mouth. This can naturally lead to more sales and can be very useful in growing your business in the long-term.
If asynchronous messaging is used internally, then profit increases for the time saved by the employee to accomplish the task. The employee will have more time to do the other task assigned to them because they have easily get the help they need from other team members.
Gadget-friendly
Asynchronous messaging is gadget friendly. You can use a desktop, laptop, tablet, and phone. For example, you accessed a messaging tool on your computer but ended up the conversation on your phone. You can take the conversation anywhere and reply to it at any time.