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Messaging - Most Effective Channel in Customer Service

Messaging - Most Effective Channel in Customer Service

Akanksha

13 March 2025

Be it in any form – SMS, Whatsapp, Chat, Messenger, or Social Chat, Businesses unanimously vote for Messaging as one of their must-have channel mixes.

Over the last five years while the world is talking about the advances in voice recognition, voice bots, and speech-based customer service, messaging has been silently evolving, proving its worth and even changing the game for customer service delivery. Take a cue from the success story of the WhatsApp Business App and API. It is a clear example of how a simple chat-based app can grow and scale into becoming a successful customer service delivery platform for businesses. This is true for other instant messengers like Facebook messenger, WeChat, Viber, and Apple Business Chat as well.

Messaging interactions, irrespective of the platform are mostly nonvoice and synchronous in nature that means related conversation that is conducted in a dialogue format one after the other

Customers prefer synchronous channels when the urgency level is high. Also with the new generation of customers, there is a growing preference of non-voice channels. So messaging is becoming more popular with the new generation customer pool for both one-off and synchronous interactions.

Again in its findings based on a consumer survey of the use of messaging for customer service revealed that by 2020, around 50 million consumers will opt-in to receive business SMS! The survey also showed that consumers love the convenience of messaging but struggle mightily with its experience silo and lack of integration. In order to understand which messaging platform to incorporate in your channel mix lets individually evaluate the pros and cons of each messaging tool as a customer experience delivery channel – Whatsapp, Livechat, chatbot, SMS, messenger, and other social chat.

Content

5 Effective Channels in Customer Service

Conclusion

5 Effective Channels in Customer Service

1. WhatsApp

Pros

Cons

2. Chat

Pros

Cons

3. Chatbot

Pros

Cons

4. SMS

Pros

Cons

5. Social Messages

Pros

Cons

Now that we have seen the pros and cons of each messaging channel, lets try to place them on a matrix to evaluate them on the basis of their cost versus platform adoption efforts, scalability, and ease of use for customers.

Channel Comparative


From the comparison above, you can infer that investing in personalized messaging channels that have widespread applicability can bring more bang for your bucks. These are also channels that can be integrated with other experience delivery tools with ease to provide a complete 360-degree experience to customers in a frictionless manner.

Conclusion

It is worth reminding ourselves that messaging saves a lot of time owing to its simplicity and its asynchronous nature. Different messaging tools add different strengths to a business’s customer experience strategy. If we can agree that customer service between people essentially happens via conversations, and think about the traits of messaging discussed above, we begin to realize how powerful this channel can be. Messaging as a channel brings with it all the characteristics that could very well make it the “final frontier” in customer service, or the broader area of customer engagement and customer experience.
Relatively few companies today have defined a comprehensive messaging customer service strategy. However, many are actively exploring it, and we want to say it makes all the sense in the world.

 

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