{"id":8948,"date":"2025-11-20T14:45:00","date_gmt":"2025-11-20T13:45:00","guid":{"rendered":"https:\/\/ingo.it\/?p=8948"},"modified":"2025-11-20T15:01:29","modified_gmt":"2025-11-20T14:01:29","slug":"instant-messaging-platforms-how-to-optimize-support-in-the-e-commerce-industry","status":"publish","type":"post","link":"https:\/\/ingo.it\/en\/blog\/news\/instant-messaging-platforms-how-to-optimize-support-in-the-e-commerce-industry\/","title":{"rendered":"Instant messaging platforms: how to optimize support in the e-commerce industry"},"content":{"rendered":"\n<p>In the landscape of <strong><a href=\"https:\/\/ingo.it\/en\/market\/e-commerce\/\">e-commerce<\/a><\/strong>, consumers are no longer content with slow emails or crowded call centers: they want quick, simple, real-time responses. Instant messaging <strong>platforms<\/strong>, i.e., instant messaging channels such as WhatsApp, Messenger, or Telegram, are becoming central to customer care because they offer a direct, familiar, and responsive point of contact. In this article, we explore how these platforms can enhance care in digital commerce, reduce costs, and improve loyalty, and how <strong><a href=\"https:\/\/ingo.it\/en\/contact-us\/\">INGO<\/a><\/strong>, with its technology <strong><a href=\"https:\/\/ingo.it\/en\/blog\/talking-about-ingo\/ingo-and-xcally-a-winning-partnership-for-an-omnichannel-contact-center\/\">XCALLY<\/a><\/strong>, addresses this need in a concrete way.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">The importance of instant messaging platforms in e-commerce<\/h2>\n\n\n\n<p><strong>Instant messaging platforms<\/strong> represent a highly efficient communication channel for e-commerce: they enable asynchronous but immediate interactions, personalization, document delivery and notification, as well as <strong><a href=\"https:\/\/ingo.it\/en\/services\/automation\/voicebots-and-chatbots\/\">automation via chatbots<\/a><\/strong>. These benefits translate into reduced cart abandonment rates, increased customer satisfaction, and optimization of customer service resources. <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Key benefits for customer care and sales<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Immediacy and accessibility<\/strong>: according to several analyses, customers expect quick responses: conversations on WhatsApp or Messenger can be handled in real time with the familiarity of an everyday app.  <\/li>\n\n\n\n<li><strong>Scalability and automation<\/strong>: with pre-approved chatbots and templates (such as Meta templates on WhatsApp), many common requests can be handled automatically, freeing up operators for complex cases. Automated workflow features improve operational efficiency.   <\/li>\n\n\n\n<li><strong>Analysis and insight<\/strong>: Instant messaging platforms collect data on conversations, enabling analysis of customer needs, frequency of requests, and quality of messages-useful elements for optimizing customer service strategy.  <\/li>\n\n\n\n<li><strong>High ROI<\/strong>: a <strong><a href=\"https:\/\/www.glassix.com\/article\/glassix-study-e-commerce-brands-using-ai-chatbots-on-instant-messaging-see-jump-in-customer-satisfaction?utm_source=telarus?wtime\">study by Glassix found a +12 percent increase in customer satisfaction (CSAT) <\/a><\/strong>for e-commerce brands adopting AI-powered instant messaging.  <\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">Common challenges and how to overcome them<\/h3>\n\n\n\n<p>Despite the advantages, it is not always straightforward to manage a large-scale messaging channel. Here are some challenges and their solutions: <\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li><strong>Volume management<\/strong>: with many clients writing at the same time, it is essential to have a tool that supports automatic conversation assignment and intelligent routing.<\/li>\n\n\n\n<li><strong>Compliance policies<\/strong>: WhatsApp Business requires the use of Meta-approved <em>templates<\/em> for outbound mailings. You must define and approve these messages for notifications, promotions or alerts. <\/li>\n\n\n\n<li><strong>Response quality<\/strong>: maintaining a consistent and professional response is critical: integration with a knowledge base or knowledge management system helps agents respond accurately even under pressure.<\/li>\n\n\n\n<li><strong>Team training<\/strong>: to maximize the power of conversations, operators must be trained to use both chatbots and the conversation management interface efficiently.<\/li>\n<\/ol>\n\n\n\n<h2 class=\"wp-block-heading\">INGO solutions: <strong>XCALLY<\/strong> Instant for instant messaging<\/h2>\n\n\n\n<p>INGO proposes. <strong><a href=\"https:\/\/ingo.it\/en\/services\/technology\/instant-messaging-platform\/\">XCALLY Instant<\/a><\/strong>, an integrated platform that combines the power of an omnichannel contact center with the simplicity of social messaging, particularly WhatsApp, to deliver optimized and scalable customer service.  <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Features of XCALLY Instant for e-commerce<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Inbound and outbound interactions<\/strong>: agents can receive and send messages-text, media, documents-directly from WhatsApp, but centrally managed by XCALLY.  <\/li>\n\n\n\n<li><strong>Meta approved templates<\/strong>: the platform supports the use of WhatsApp Business templates, which are useful for order notifications, promotions and upselling campaigns.  <\/li>\n\n\n\n<li><strong>Integrated chatbots and automation<\/strong>: XCALLY Instant allows orchestrating automations that respond to recurring requests via bots, supporting agents and lightening the operational load.  <\/li>\n\n\n\n<li><strong>Advanced<\/strong> reporting: through customer journey tracking and reporting, INGO can analyze KPIs such as response time, engagement, resolution, and customer satisfaction.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">How INGO uses XCALLY Instant for customer care<\/h3>\n\n\n\n<ol class=\"wp-block-list\">\n<li><strong>Resource optimization<\/strong>: by handling multiple dialogues simultaneously, XCALLY Instant enables INGO to reduce costs and personnel dedicated to messaging alone, while maintaining high service standards.<\/li>\n\n\n\n<li><strong>Integration with Acuto (knowledge base)<\/strong>: the knowledge management system of INGO, <strong><a href=\"https:\/\/ingo.it\/en\/services\/technology\/knowledge-management-system\/\">Acuto<\/a><\/strong>, is integrated with XCALLY, giving agents real-time access to up-to-date information to respond accurately and contextually.  <\/li>\n\n\n\n<li><strong>Proactive campaigns<\/strong>: through authorized templates,<strong> <a href=\"https:\/\/ingo.it\/en\/blog\/case-study\/case-study-ingos-survey-service\/\">INGO can launch outbound campaigns<\/a><\/strong> (e.g., promotions, order updates, surveys) directly on WhatsApp, making the channel not only responsive, but also strategic.  <\/li>\n\n\n\n<li><strong>Evaluation and continuous improvement<\/strong>: data collected from conversations are analyzed to identify friction points, demand patterns, and opportunities for process improvement, in a virtuous cycle of optimization.  <\/li>\n<\/ol>\n\n\n\n<h2 class=\"wp-block-heading\">Conclusion<\/h2>\n\n\n\n<p><em>Instant messaging platforms<\/em> are emerging as pillars of modern customer service, particularly in the e-commerce context, as they combine speed, familiarity and automation. For companies looking to optimize support, investing in solutions such as <a href=\"https:\/\/ingo.it\/en\/services\/technology\/instant-messaging-platform\/\"><strong>XCALLY Instant<\/strong> <\/a>means not only responding better and faster, but also turning WhatsApp into a strategic channel for engagement and loyalty. <br><strong><a href=\"https:\/\/ingo.it\/en\/contact-us\/\">INGO<\/a><\/strong>, with its experience and integrated platform, represents a solid partner for those aiming for advanced, data-driven customer care.<\/p>\n\n\n<section id=\"b-utrnkd_mi7d10q1\" class=\"brxe-section\"><div id=\"b-jludht_mi7d10q1\" class=\"brxe-container\"><div id=\"b-xkhqwd_mi7d10q1\" class=\"brxe-container\"><p id=\"b-ghtdbz_mi7d10q1\" class=\"brxe-heading\">DISCOVER INGO INSTANT MESSAGING PLATFORM<\/p><h2 id=\"b-lqjfqn_mi7d10q1\" class=\"brxe-heading\">Why rely on XCALLY Instant<\/h2><p id=\"b-mnlmfl_mi7d10q1\" class=\"brxe-text-basic\">With automation features, intelligent routing, approved templates, and advanced reporting, you can <strong>reduce response times, increase first-contact resolution rates, and improve control over customer care KPIs<\/strong> while maintaining high standards of security and compliance.<\/p><a id=\"b-gitece_mi7d10q1\" class=\"brxe-text-link greensvg\" href=\"https:\/\/ingo.it\/contattaci\/#\"><span class=\"icon\"><svg class=\"\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"14.342\" height=\"14.342\" viewBox=\"0 0 14.342 14.342\"><g transform=\"translate(1.5 1.5)\"><path d=\"M10.5,23.342a1.5,1.5,0,0,1-1.061-2.561L20.782,9.439A1.5,1.5,0,0,1,22.9,11.561L11.561,22.9A1.5,1.5,0,0,1,10.5,23.342Z\" transform=\"translate(-10.5 -10.5)\" fill=\"#306d97\"><\/path><path d=\"M21.842,23.342a1.5,1.5,0,0,1-1.5-1.5V12H10.5a1.5,1.5,0,0,1,0-3H23.342V21.842A1.5,1.5,0,0,1,21.842,23.342Z\" transform=\"translate(-10.5 -10.5)\" fill=\"#306d97\"><\/path><\/g><\/svg><\/span><span class=\"text\"><span data-gbrx-id=\"gb-gitece\" data-gbrx-subfield=\"text\" >MORE<\/span><\/span><\/a><\/div><img loading=\"lazy\" decoding=\"async\" width=\"1031\" height=\"1028\" src=\"https:\/\/ingo.it\/wp-content\/uploads\/2025\/10\/smart-tech-cta.webp\" class=\"brxe-image css-filter size-full\" alt=\"\" id=\"b-vsxwtm_mi7d10q1\" srcset=\"https:\/\/ingo.it\/wp-content\/uploads\/2025\/10\/smart-tech-cta.webp 1031w, https:\/\/ingo.it\/wp-content\/uploads\/2025\/10\/smart-tech-cta-300x300.webp 300w, https:\/\/ingo.it\/wp-content\/uploads\/2025\/10\/smart-tech-cta-1024x1021.webp 1024w, https:\/\/ingo.it\/wp-content\/uploads\/2025\/10\/smart-tech-cta-150x150.webp 150w, https:\/\/ingo.it\/wp-content\/uploads\/2025\/10\/smart-tech-cta-768x766.webp 768w\" sizes=\"auto, (max-width: 1031px) 100vw, 1031px\" \/><\/div><\/section>","protected":false},"excerpt":{"rendered":"<p>A strategic overview of how instant messaging platforms can transform customer care in e-commerce and an in-depth look at how INGO, with XCALLY Instant, offers an advanced solution for managing fast, automated, omnichannel conversations.<\/p>\n","protected":false},"author":4,"featured_media":8945,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[13,15],"tags":[53,29,38,37],"class_list":{"0":"post-8948","1":"post","2":"type-post","3":"status-publish","4":"format-standard","5":"has-post-thumbnail","6":"hentry","7":"category-news","9":"tag-automation","10":"tag-customer-experience-en","11":"tag-e-commerce-en","12":"tag-intelligenza-artificiale-en"},"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v22.6 - 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