What are some of the top use cases for mobile messaging?
Mobile messaging is great for the entire customer lifecycle. Let’s say a retailer signs up for Teckst and places our widget on their mobile site. A customer may come to the site and have questions about how products fit or what the return policy is. Your agent can give them answers, but also help them add items to their cart and even help them check out. Then, our industry-first two-way shipping notifications alert the customer of their tracking info, and the customer can reply if they have additional questions. Lastly, if the customer receives the wrong item, they can easily open the text and connect with customer care.
From buying season tickets to getting help resetting a password, mobile messaging is an incredibly efficient and helpful channel for your mobile customers. For a specific use case recommendation, email our sales team email@example.com.
How do I know mobile messaging is a channel my customers want to use?
The best indicator that your customers may want to message you is if more than 50% of the traffic to your website is from a mobile device. If you don’t have this information, you can ask your analytics team. Generally, more than 65% of all internet traffic is from a mobile device, so most brands are at least at 50%, but there are some exceptions.
How is mobile messaging different from web chat?
Web chat is convenient for some customers who may visit your site from a laptop or desktop computer. As we’ve all experienced, a simple “chat with us” window pops up and your customer can continue exploring the site. However, on mobile, the web chat takes up the entire screen, forcing your customer to remain tied to that single window. Often times if the phone goes to sleep or your customer closes phone and puts it in their pocket, the connection is lost and the chat must be restarted.
Mobile messaging, on the other hand, is asynchronous, which means your customer can message in, close the screen, walk to work, re-open it, and continue the conversation without ever losing the connection. They can browse their different apps, send emails, etc, and when your agent replies, they receive an alert.
Do my customers need to sign up or download anything?
No. Let customers know they can contact you with our simple to set up widget, and your customers can pick the platform they already have. For example, more than 6 billion phones have SMS, and more than a billion have Messenger. We give your customers an option to choose the one they prefer, so rather than force them onto one platform, they can pick the one they already have. Those messages then get delivered to our software inside your system.