In recent years, the technology has been updated to the point of changing the physical with the digital. Nowadays, people prefer to shop through Facebook, WhatsApp, or Instagram rather than going straight to a physical store. This is mainly due to the comfort and trust created by digital businesses. In this way companies have benefited as their businesses can achieve a higher level of sales than usual so that they can be seen by more people and at an international level.

With the arrival of e-commerce, Pages for selling items like Mercado Libre or Amazon, digital stores on Facebook or Instagram, and even online stores, there have been some inconveniences that we did not have before. To name a few, the difficulty of serving many customers through social networks, billing and payment problems, the inability to serve many customers with multi agents or not getting specific metrics to understand how your business is doing in the overtime.

In this article, we will focus on why messaging apps offer a greater advantage over social networks and how they can help you grow your business and sell a lot more in record time.

What are messaging apps?

Messaging apps are platforms that you can chat with customers instantly. However, they are also platforms that integrate updates and features like chatbots, payments, stats, and conversational commerce, among other features.

Some examples of messaging apps are WhatsApp, Telegram, Facebook Messenger, Instagram, or Callbell. Some social networks, such as Twitter, have a direct messaging feature, which makes them their own messaging apps, as well as social networks.

Messaging applications literally speaking, are the apps that are used more nowadays even than SMS or other types of messages. It is possible to differentiate the first generation of messaging tools such as e-mail, social networks or SMS from the new era of instant messaging capable of connecting multiple messaging apps in one place.

Why are social networks not suitable for customer service?

Social networks are one of the best tools to connect with potential customers, they have several advantages and opportunities compared to old communication channels. However, these also have drawbacks over the new messaging apps. The problem is that the tools (for example social networks) allow you to open only one account by a single user, therefore they are not multi-user, thus generating a great inconvenience for security. This is because every customer service or sales staff must have the username and password of the company account in the aforementioned social network.

Furthermore, when a company receives a large number of messages daily, it creates a collapse that cannot be addressed through the interface of the social network itself. This is because such networks were not designed for businesses other than leisure and everyday use. That is why social networks are not the right tools to use for customer service or sales. However, with Callbell you can still connect your networks (Facebook, Instagram, WhatsApp and Telegram) and serve your customers from one place without any limitations.

Apps de mensajería

Advantages of messaging apps over social networks

When we talk about messaging apps, we also talk about great advantages over social networks. Here we leave you some of them so that you can better understand how messaging apps can improve the customer service of your business.

1) They have a single communication channel

When we talk about a single communication channel, we mean that each social network is limited by the number of people who can connect to a single account. We also refer to the problems generated by not having a platform tailored to offer good customer service. This means, among other things, limitations on the number of messages you can reply to, limitations on the number of users in a single account, organization of messages, sales or orders, unclear statistics, no bots.

For their part, messaging apps have a clear advantage over the above. This is because messaging apps are as personal as social media. In addition, they support multimedia messaging and full integration with CRM systems unlike social networks. These tools are developed for customer service and sales: every message sent by the customer, regardless of the channel or social network, it arrives in a single site and here the multiple agents connected to the tool can respond in an organized way, invoice and even measure the performance of the business.

2) It is multi agent

One of the biggest advantages of messaging apps is that they are multi-agent. This means that more than one user can have an account within the tool and reply to messages from linked social networks. This allows, for example, to have more than 5 people connected to the same WhatsApp, Facebook, Telegram or Instagram without having to open accounts directly on social networks.

Additionally, each person has their own customers and conversations with multiple features for sales or customer service such as metrics, chatbots, and even CRM.

3) Reputation

Reputation is very important in all types of businesses and it could be said that in the digital world it is of vital importance. This is mainly due to the fact that people buy digitally based on the trust they have in a particular company. If a company does not have a good reputation, this will directly affect sales. On social media, quickly deleting or responding to offensive comments or complaints is very difficult. Since we are not permanently reviewing accounts. Although this depends in most cases and on the type of customer service offered by a company. You always have to keep in mind that it is impossible to keep 100% of the customers happy.

On the other hand, if messaging apps are used, we will be able to benefit greatly, especially thanks to the use of tools such as Callbell. We will have the opportunity to address and deal with any type of complaint in a personalized, private and fast way. The ease offered by these types of customer service systems is exceptional and executes a good support strategy, greatly enhancing our reputation in the digital environment.

4) Automation

As we all know, social networks cannot be automated. This means that if a person tries to do this, they will immediately be banned from that particular social network precisely because of their policies. This directly affects the sales or customer service process, thus requiring the intervention of easily automated human capital.

In this sense, messaging apps have a big advantage. Depending on which one you are using, you can automate or semi-automate your processes. We always recommend semi-automation because today’s potential customers prefer to talk to people directly. For example, Callbell offers automatic routing capable of serving your customers quickly and assigning them to the team they want to talk to (sales, support, complaints, etc.). In this way we are able to simplify processes and maximize efficiency.

Apps de mensajería

Callbell the best solution compared to social networks

Callbell is a great tool to connect with people through social networks; is a fundamental support in the sales and support process of companies. The reason why this tool is an unbeatable solution is precisely the ability to integrate different social networks and improve them with additional features. The tool features a chat module that collects all messages from your Facebook, Instagram, WhatsApp and Telegram accounts, so that you can respond in a simple, orderly and quick way.

Furthermore, Callbell offers an entire sales and service management system, as well as specialized metrics for sales, data on the number of messages received by messaging apps and an infinity of settings to improve and enhance communication with your customers.

If you are interested in learning more about this tool, click here.

Frequent Questions

Why are social networks not suitable for customer service?

Social networks are one of the best tools to connect with potential customers, they have several advantages and opportunities compared to old communication channels. However, these also have drawbacks over the new messaging apps. The problem is that the tools (for example social networks) allow you to open only one account by a single user, therefore they are not multi-user, thus generating a great inconvenience for security. This is because every customer service or sales staff must have the username and password of the company account in the aforementioned social network.

Furthermore, when a company receives a large number of messages daily, it creates a collapse that cannot be addressed through the interface of the social network itself. This is because such networks were not designed for businesses other than leisure and everyday use. That is why social networks are not the right tools to use for customer service or sales. However, with Callbell you can still connect your networks (Facebook, Instagram, WhatsApp and Telegram) and serve your customers from one place without any limitations.

What are messaging apps?

Messaging apps are platforms that you can chat with customers instantly. However, they are also platforms that integrate updates and features like chatbots, payments, stats, and conversational commerce, among other features.

Some examples of messaging apps are WhatsApp, Telegram, Facebook Messenger, Instagram, or Callbell. Some social networks, such as Twitter, have a direct messaging feature, which makes them their own messaging apps, as well as social networks.

Messaging applications literally speaking, are the apps that are used more nowadays even than SMS or other types of messages. It is possible to differentiate the first generation of messaging tools such as e-mail, social networks or SMS from the new era of instant messaging capable of connecting multiple messaging apps in one place.

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About the author: Hello! I am Alan and I am the marketing manager at Callbell, the first communication platform designed to help sales and support teams to collaborate and communicate with customers through direct messaging applications such as WhatsApp, Messenger, Telegram and Instagram Direct