INGO and the use of instant messaging to create a simple and effective customer journey

The use of Instant messaging, as a channel of communication with customers, is increasingly becoming an effective and valuable resource for customer care processes. INGO, through the use of a tool such as XCALLY Instant, takes full advantage of the possibilities that the use of digital messaging platforms can offer to improve the customer experience.

Interaction between companies and customers is undergoing a radical transformation thanks to the emergence of new technologies. Instant messaging, in particular, is becoming a key pillar in customer care, offering fast and efficient ways of communication. Through dedicated platforms and the use of tools such as WhatsApp, companies can significantly improve the customer experience by making interactions more fluid and personalized.

What is instant messaging in customer care

Instant messaging in customer service is a form of communication that allows companies to interact with customers in real time through text messages. This mode of communication can take place through a variety of platforms, including messaging apps such as WhatsApp, Facebook Messenger, and chat systems embedded in corporate websites.

What is the point of integrating an instant messaging platform into a customer journey process

Integrating an instant messaging platform into the customer journey is essential to improving the overall customer experience. This integration enables:

• Respond in real time: Instant messaging enables immediate responses to customer questions, reducing waiting time and increasing satisfaction.
• Manage multichannel interactions: The use of messaging platforms enables agents to manage requests from different channels in a single interface, simplifying workflow.
• Provide proactive support: Companies can send proactive messages to customers, such as order confirmations or updates on the status of inquiries, thus improving communication and anticipating customer needs.
• Personalize the interaction: With the ability to collect customer information during conversations, companies can offer more personalized responses and solutions, increasing loyalty.

The benefits of using instant messaging in customer care

The use of instant messaging in customer care has many advantages because it leverages a two-way communication process, perceived by users as immediate, less formal but at the same time efficient.
And indeed, by using such tools, companies can manage multiple interactions simultaneously, improving operations and reducing costs.
In addition, by tracking all activities, these platforms can provide in-depth analytical data on customer conversations, helping companies better understand their needs and improve services.
All of this then goes to create an improved customer experience, with greater satisfaction for the customers and companies involved.

How INGO uses XCALLY Instant to improve customer experience in call centers

INGO has implemented XCALLY Instant as part of its strategy to optimize customer support. This platform enables it to manage customer interactions through WhatsApp and other messaging applications, improving service effectiveness.

Applications of XCALLY Instant within INGO

XCALLY Instant offers several features that enrich customer interaction:

• Inbound and Outbound Interactions: Agents can receive and send messages, documents and notifications in real time, ensuring complete and immediate support.
• Meta Templates: The ability to use approved templates allows automatic messages to be sent at strategic moments in the customer journey, such as order confirmations or promotions.
• Workflow optimization with chatbots: chatbots can handle common requests, freeing up time for agents and improving overall team efficiency.
• Personalized Technical Support: With XCALLY Instant, agents can provide immediate and technical answers to customers, improving their overall experience.

Benefits of using XCALLY Instant and WhatsApp to improve customer experience

Using XCALLY Instant and WhatsApp brings numerous benefits:

• Immediate Responses: The ability to respond in real time to customer inquiries increases satisfaction and loyalty.
• Efficient Management: Agents can handle multiple contacts simultaneously, reducing waiting time and optimizing resources.
• Consistent Communication: The use of templates and automated messages ensures that information is always up-to-date and consistent, enhancing the professionalism of the service.
• Customer retention: Through proactive and personalized support, customers feel heard and valued, increasing the likelihood of reappointment.

The future of instant messaging applied to customer care

Instant messaging is revolutionizing the way companies interact with customers, making communications faster, more efficient, and more personalized. As digitization increases, the use of instant messaging will continue to grow, becoming an essential element in customer care and improving the customer experience.

INGO Solutions in Instant Messaging.

INGO, through the implementation of XCALLY Instant, is at the forefront of this transformation, offering high-quality customer service that meets the needs of modern consumers.

Discover XCALLY Instant.