Reputation, the global leader in reputation experience management, has introduced its latest product, Messaging. The new product provides a central inbox that takes in customer messages from a range of popular messaging applications and services. This allows businesses to respond from one centralised location. By using Messaging, businesses can engage with customers easier and faster to generate more leads and provide better customer support.
As per the Washington Post, 70% of consumers say they prefer texting a business to receive faster support, over calling or emailing. A HubSpot Research report shows similar results – two-thirds of consumers who reach out to a business via text or chat expect a response no later than 10 minutes. With customer behaviours and expectations constantly shifting, businesses need to reimagine their customer experience strategy and predict the processes and technology trends that underpin it. With Messaging, Reputation helps businesses provide a consolidated way for them to interact with their customers.
No Missed Messages
The new messaging product aggregates customer inquiries from a range of messaging applications, from texts to Google Business Messages, and funnels them into a central inbox. It will soon be able to collect Twitter Direct Messages, WhatsApp and Instagram Direct Messages. This way businesses can manage their inbox and respond faster to support inquiries and sales leads, and keep interactions with each customer in an easy-to-follow thread.
Melissa Stiles, Vice President, Marketing and Sales at Storage Asset Management, said:
“Messaging has been one of my favorite betas. It saves my social team so much time by allowing us to respond to messages across Google and Facebook all in one place.”
Messaging incorporates functionalities to help businesses better execute their CX strategy, from review requesting and message templates, through resolution tracking and conversation reporting.
Pranav Desai, Vice President of Product Management at Reputation, said: “Reputation is committed to helping businesses across industries build and execute winning CX strategies.
“With Messaging, we continue to expand our interaction-to-action platform, transforming feedback into a competitive advantage. Messaging allows businesses to close the loop with customers faster than ever before.”
