We’ve talked about innovations in mobile messaging in this blog before, and have also covered case studies illustrating its benefits. Today, I would cover another messaging technology that will help you craft delightful customer experiences, to increase customer engagement and reap higher revenues.
This feature, which we call Interactive Messaging at Applozic, allows the exchange of multimedia messages (images, videos etc.) in the form of rich cards with embedded action buttons.
Interactive rich messages offer some major benefits to businesses and customers alike.
- It gives your app users the convenience to seek requisite information and interact directly with it, via a conversational interface.
- At the same time for any campaigns that you might be running, interactive messages give it greater nuance and increase the likelihood of generating a desirable response.
For the scope of this article, we have covered the top 6 use cases of interactive messaging, encapsulating the benefit of each one, alongside it
This type of rich messaging is of relevance to travel concierge marketplaces. Typically a user visiting one of these travel websites enquires about an airline or a hotel. Subsequently, interactive booking cards are sent his way to capture his preferences, based on which the itinerary in prepared.
As demonstrated in the images below, these interactive booking cards have action buttons for various parameters, like the no. of rooms, type of hotel etc. The user just needs to feed in his preferences and the system in return generates personalized results. Instead of browsing a website, this interaction mirrors a typical retail point of sale moment where one receives personalized service based on their unique requirements.
Offering advice over chat makes it easier for your customers to make a purchase. Transaction Cards allows you to do just that. These are rich messages, that displays the product details along with a customizable CTA button (Buy Now, Add to Cart etc..). These messages can be tailored based on the buyer’s interests thus adding a layer of personalization to your customer communication.
Shopping then becomes extremely convenient for users, as they now have a personal assistant at their disposal, at all times. The results are frictionless transactions, resulting in expedited sales and increased order value. It can be used both for making new orders and order modifications, thus providing a flexible solution for both sales and support
>> Kommunicate is a smart messaging software which brings Sales and Support together, with Bot+Human Hybrid Architecture.
These cards can be used to display detailed product information, both pre-purchase for the buyer’s consideration and also post purchase for sharing transaction/booking info.
The purpose of these messages is to go that extra mile in delighting your customers. These are beneficial for the customer’s overall experience as they now have the details of every transaction at their fingertips.
These rich messaging cards provide an easy and convenient way to send and receive money via chat. The use case is of significant relevance for P2P money lending and fin-tech applications.
The lender sends an interactive message seeking money from a lender, which the latter can accept or reject. The lender, on the other hand, asks the lendee to return the money, again following the same process.
The process is frictionless, fast and engaging compared to other methods.
Lead Collection Forms:
Your sales team is made up of humans and that’s a good thing, but sadly humans can’t work 24X7. That means a missed opportunity on capturing a lead.
Chatbots can plug this gap by engaging users with welcome messages, answering simple questions and eventually collecting lead information (Email Id, Name etc..). This they can do with Lead Collection Forms, which essentially are rich interactive messages having form fields for the prospect to fill in their contact details.
>> Download the Complete Beginner’s Guide to Chatbots for a step-by-step walkthrough in bot building.
Polls and Surveys
Every well-run business needs to understand how it is doing and how it is perceived by its customers. Telephone calls, which is typically used for the purpose can come across as overly intrusive.
Interactive message cards with survey scales, on the other hand, is non-obtrusive and engaging as they are triggered at the opportune moment when the customer is interacting with your app.
Similarly, you can also design polls to conduct market research in order to understand customer perceptions.
The result? Increased rate of response giving you that all-important feedback.
Thanks to the rising comfort levels with virtual assistants and chatbots as well as advances in technology, messaging apps are presenting new sales platforms. As more smartphone users continue to choose to text over talking (at least to their fellow humans), more and more products are being created that allow users to interact with their devices.
The mobile first cohort which essentially is today’s Gen Z, are comfortable with in-app messaging to make payments, hail a ride or even apply for a mortgage. As the paradigm shift in customer preferences continues from using websites to messaging apps and connected devices, interactive messaging that makes transactions convenient will be the torch-bearer.