Ultimate Guide for Business Messaging Apps

Businesses figured out years ago that websites are essential. However, they have also noticed the game-changing role of social media. Both channels function as central pillars for building their presence. Statistics prove this point. For example, over 82% of clients search for items online and decide to buy or not. Besides, 45% use social media for brand research.

But when it comes to building a one-to-one relationship, firms are traditional. They rely on retail shops and emails the most. They also use call centers. But, In-Person retail is too costly. Call centers are expensive as well. At the same time, emails annoy customers. So, none of these channels is 100% efficient. IBM announced that the 265 Billion yearly calls to #800 s cost over 1.3 trillion USD to firms.

Meantime, the world changed. Now, people contact their friends and family using social messaging Apps. Hence, messaging is the fastest-growing communication form. It has become the most timely channel for most people on earth. That's why users have adopted messaging as the primary channel. Messaging apps like WhatsApp generate 100 Billion messages per day.

So, what are the available messaging channels that customers use? What about the channels that businesses should adopt?

Keep reading; this blog is your complete guide for business messaging Apps.

‍

WhatsApp

WhatsApp is a messaging service owned by Meta. It allows users to send text messages and voice messages. They can also make voice and video calls. In addition, it enables media sharing, such as images, files, locations, and more.

The consumer App runs on mobile devices. It's also available on desktop computers. But, a user needs to keep their devices connected to the Internet. Only then they can use the desktop version of WhatsApp. To register for the service, users need a standard cellular mobile number.

WhatsApp delivers two products to businesses. It offers WhatsApp Business App and WhatsApp Business Platform.

WhatsApp Statistics

Total Number of users and engagements

In 2020, WhatsApp announced that it has 2 Billion active subscribers in 180 countries. Besides, the channel is nearly averaging 100 Billion messages per day. WhatsApp Business App is used by 50 million businesses worldwide. In comparison, a few thousand only use the API version.

Demographic Statistics

Other social media than WhatsApp have a clear demographic profile for most users. But WhatsApp measures its distribution through its smartphone holders of the App. 22% of users are on iOS. Plus, 73% are on Android. In addition, WhatsApp is also available in over 40 languages on iPhone. On the other hand, it's available in up to 60 on Android.

WhatsApp Businesses Statistics

There are 175 customers worldwide who interact with a business account on WhatsApp.

Whatsapp created the WhatsApp Business App in 2018. Then, 5 million companies built their accounts. The Business App reached this significant number in the first year of its creation. Today, there are 50 million businesses active daily on the App. In contrast, a few thousand use the API version. But, WhatsApp Business Platform is a powerful version of the solution.

WhatsApp-Supported Use Cases for Business

Facebook and Instagram Ads that click to WhatsApp

Businesses can qualify and follow up with leads at scale. They can adopt either automated or live chat experiences. This step helps them convert leads to customers. Therefore, Facebook and Instagram Ads that click to WhatsApp are the best WhatsApp entry point. These Ads help brands encourage customers to contact them on their WhatsApp accounts.

Customer service

WhatsApp allows chatbot integration. So, businesses can handle their customers' requests for information at scale. They can either use automated self-service through chatbots or they can resort to live chats to handle edge cases support.

Customers seek quick responses when they reach for a brand. Thanks to WhatsApp, brands can engage with clients instantly. But, a business should be ready to handle all forms of inquiries. For example, a customer can ask regarding a purchase. They can also share a complaint or order-related doubts. So, implementing a chatbot is the ideal solution. A well-trained chatbot can handle all clients' questions 24/7.

Notifications

Firms can automate the messages they share with clients. They can use messages initiated by certain preset transactional events. So, They can notify their customers timely. For example, they can share Account updates and alert updates. They can also send their clients issue resolution, shipment updates, and more. But this feature is available through the WhatsApp Platform only.

Here are a few detailed examples of how a brand can notify clients via WhatsApp:

• Billing Invoice: A business can send a billing invoice to a client. It can also share a payment request for an order. These notifications keep customers notified of their dues.
• Appointment Reminder: You can use WhatsApp to remind clients of necessary appointments.
• Delivery Status: WhatsApp is the right channel to update clients on the delivery status.

Commerce

WhatsApp gives you a chance to highlight products and services. So, brands can create a catalog for their products. A customer can navigate through the catalog. They can also select the item. Then, they can add the product to a cart and proceed with ordering. They can even finalize the checkout process with payment in some countries.

Further, the commerce feature is available on WhatsApp Business App. It is also available on the API version.

WhatsApp Business Platform connects to the Facebook Catalog straight. So, you can leverage the platform and showcase your wares to the world.  

Outbound Marketing Campaigns

As of September 2021, businesses can use the WhatsApp Platform to send marketing campaigns. But they can share them with opt-in customers only. This change will disrupt the $5.6 Billion SMS marketing for business. Learn all about it from here.

You can trigger WhatsApp marketing messages at any stage in the marketing funnel. For example, you can include offers, new product recommendations, upsell, and cross-sell campaigns. We have designed this guide to help you make the most of WhatsApp as a marketing channel.

Manage Customer Conversations via WhatsApp for Business App

The App's Main Features

Although a single user only can manage all the communication with the customers, WhatsApp Business App has some exciting features such as:

• You can automate messages for greetings and away messages.
• You can use Quick replies to answer repetitive questions.
• You can label customer conversations to stay organized.
• You can create a Business Profile Catalog.
• You can use the Cart feature to facilitate commerce.

How to Get the WhatsApp Business App

The WhatsApp Business app is available for download on both the IOS and Android stores. A business can view customer messages on the App or the web version as far as the phone is connected.

WhatsApp Business App Prices

WhatsApp Business app is Free of charge.

Manage Customer Conversations via the WhatsApp Business Platform

WhatsApp Business Platform Main Features

WhatsApp Platform's main feature is integrating with any system thanks to the API. So, it's easier for companies to manage customer conversations and information at scale. They can use both chatbots and multiple agents to handle customer inquiries.

Other WhatsApp Business Platform features include Template Messages and Interactive template Messages. In addition, the API version allows CTA Messages and quick replies.

How to Get it WhatsApp Business Platform

WhatsApp Business Platform is available through the BSP and ISV. The ISVs offer systems capable of managing customer conversation at scale. Kartly.io is one of the first global ISVs.

WhatsApp Business API Pricing

Pricing of the WhatsApp Instance Hosting:

The hosting of the WhatsApp API instance is only free in case you use the cloud API of Facebook. But, if you decide to use the services of BSP, the bill can be expensive. It depends on your choice. According to our analysis, 360dialog remains the most reliable and competitive BSP in the market.

Conversation Pricing:

Businesses will be charged by WhatsApp as per conversation and as per the destination of the customer's country.

WhatsApp Business API conversations fall into two categories that are priced differently:

• User-initiated: A conversation that is initiated by a user message. It opens a 24-hour customer service window.
• Business-initiated: A conversation that is initiated from a business sending a user a message outside the 24-hour customer service window.

Call-to-actions buttons on Ads that Click to WhatsApp or Facebook Page call-to-action buttons open a free 24-hour window too.

The price is different per user destination as per the link on Meta's website.

Conversation management platform pricing:

Kartly.io offers three different plans that suit your business needs and budget. Most payment plans for conversation management platforms are defined by the number of conversations or contacts your business has. But, Kartly.io offers you an unlimited number of conversations and contacts in all plans.

Facebook Messenger

Messenger is a messaging service owned by Facebook. It allows users to send text and audio messages. Besides, users can also make voice and video calls. In addition, they can share media, such as images and documents.

Subscribers used to have the option to create an account in Messenger. They can either subscribe through their Facebook account or use their mobile numbers. In 2021, it became mandatory for customers to have a Facebook account.

Facebook offers three products to businesses to chat with Messenger subscribers: Facebook Page Inbox, Facebook Business Suite, and Messenger for Business API.

Messenger Statistics

Total Number of users and engagements

• Facebook announced in 2018 that it had 1.3 Billion active users worldwide.
• Businesses own 60 million Facebook pages.
• More than 20 billion messages are exchanged between companies and users monthly on Facebook Messenger.
• There are more than 300,000 active bots on Messenger.
• Seven million businesses use Facebook to attract target audiences through ads.
• The Age of dominant segment of users is 25 to 34 years old.

Messenger-supported use cases for Business

Lead Management

Businesses can qualify and follow up with leads at scale through automated or live chat experiences. In addition, the App helps convert them to customers.

Facebook and Instagram Ads that click to Messenger are the best entry point for businesses to get customers into their Messenger accounts.

Ad-Campaigns and Sponsored Messages

Businesses can rely on two other products of Facebook to generate traffic directly from the Messenger platform. They can either use the Messenger Ad-Campaign or Sponsored Messages.

Customer Service

Businesses can handle their customer's requests for information or inquiries at scale. They can use automated self-service or live chat for edge cases support.

Like WhatsApp, Businesses can reply to customers under the time restriction of the rolling 24 hours.

Notifications

Message Tags and one-time Notifications are two types of messages that allow a business to notify customers concerning a given transaction. But, of course, Facebook restricts the notification use case, and promotional messages are banned.

Businesses can't use Message Tags to send promotional content. The restriction includes deals, offers, coupons, and discounts. But, it is not limited to the latter list. Use of Message Tags outside the approved use cases below may result in restrictions on the Page or Instagram account's ability to send messages. See the Messenger Platform and IG Messaging API Policy for details.

Commerce

Like WhatsApp Business API, businesses can create a catalog for their products thanks to the integration of Facebook shops. Customers can navigate through, add products to the cart, and order. They can even finalize the checkout process with payment in some countries.

Integration with Facebook appointment booking and live Apps makes digital commerce even easier through these free tools.

Manage Customer Conversations through The Inbox of Facebook Business Suite

The Inbox of Facebook Business Suite Features

Facebook launched its Business Suite Inbox in 2020. Similar to Facebook page inbox, it allows companies to:

• Connect with your customers on Facebook and Instagram using an Inbox in the Business Suite.
• Respond to messages and comments in a timely fashion. This feature allows firms to maintain their relations with community members.
• Automate greeting and away conversations.
• Store quick replies.
• Manage customer chats with labels.

How to Get The Inbox of the Facebook business suite

Facebook Business Suite is available for download on both iOS and Android stores.

Viewing customer conversations on the App or the web version is possible. Besides, Facebook Page Inbox is Free of charge.

Manage Customer Conversations through Messenger for Business API

Messenger for Business API Features

It is not effective to manage customer conversations on Messenger. The reason behind that is that it has no user interface. But, the number one function of Messenger API is that it comes in the API version. This factor makes it modular to integrate with any system. So, firms can manage customer conversation and information at scale. Through the Messenger business API, businesses can handle a scalable customer conversation. They can employ chatbots and multiple agents to achieve the goal.

Instagram Direct Messages

Until August 2021, the features and power of Instagram DMs were quite limited. It didn't allow high scalability. After availing Messenger API to Instagram DMs, things became more promising. Most of the features are available now. Although Instagram Direct messages is not a standalone App like Messenger or WhatsApp, communicating privately on Instagram with the brands and creators is crucial. It matters for end-users in particular. So, brands should leverage the feature.

Instagram is a social network service that belongs to Meta. It focuses on photo and video sharing.

Instagram is excellent when it comes to e-commerce. It offers excellent features to businesses. The list includes its unique Ads, product showcasing, and Instagram shops.

Moreover, Instagram didn't add an e-commerce layer to social work only. But, it established the category of Social Commerce. Social Commerce is creating a new online shopping experience Meta will own.

Social Commerce has reached 89.4 billion globally and mainly thanks to Instagram.

The glory of Facebook, Instagram, and WhatsApp comes from Meta's strategy. Merging the three platforms means that they can do cross-messaging. This advantage is a real opportunity for businesses.

Instagram Statistics

As we mentioned earlier, Instagram Direct Messages is just a feature of Instagram. So that's why we'll be looking at the statistics of Instagram.

• Instagram has over 1.22 billion users.
• 90% are Instagram users who follow a commercial brand.
• 500 Million Users view Instagram Stories Per Day.
• 200 million Instagram users visit at least one business profile daily.
• 130 million Instagram users tap on shopping posts every month.
• The gender mix on Instagram is pretty even: 51% female and 49% male.
• 36.2% of B2B decision-makers use Instagram to research new products or services.
• The average Instagram business account posts once per day.
• 55% of fashion shoppers have purchased a product based on an Instagram creator's post.
• 4 million businesses use Instagram Stories ads monthly.

Instagram statistics by the number of users per country:

1. US 140 million users
2. India: 120 million users
3. Brazil: 95 million users
4. Indonesia: 78 million users
5. Russia: 54 million users

Instagram statistics by penetration rate by country:

1. Kazakhstan: 72%
2. Brunei 71%
3. Iceland: 67%
4. Kuwait: 66%
5. Turkey: 66%

Instagram Direct Messages Supported Use Cases for Business

Lead Management

Businesses can qualify and follow up with leads at scale through automated or live chat experiences. In addition, companies can respond through multiple agents or a chatbot to their customer messages.

Ads that Click to Instagram Direct are also available. Remember, 65% of shoppers are more likely to buy from a business they can message.

Customer Service

Businesses can handle their customers' requests for information or inquiries at scale. By launching the new API in August 2021, self-service automation through chatbots or live chat became possible. It is also available through multiple agents for edge cases support.

Small businesses can still handle the messaging on Instagram manually.

Notifications

Businesses can't issue automated messages triggered by certain predefined transactional events. So, Instagram doesn't allow notifying customers timelily using DMs. IG DMs differ from WhatsApp template messages, notifications, and Messenger tags. The only way to talk to customers outside of the 24-hour reply window is through sponsored messages.

Commerce

Instagram is the first social commerce platform. The direct messaging feature at scale will allow brands to get evident growth in their sales figures. Remember that 65% of shoppers are more likely to buy from a business they can message.

Manage Customer Conversation through The Inbox of Facebook Business Suite

The ability to manage Instagram Direct Messages through a chatbot or a scale of live agents became available in 2021. The company announced that Instagram would use the API of Messenger. Of course, it doesn't have the features and capabilities of Messenger API from day one. But most of them are functioning, as explained earlier.

Manage Customer Conversation through The Inbox of Facebook Business Suite

Facebook launched its Business Suite Inbox in 2020. Similar to Facebook page inbox, it allows companies to:

• Connect with your customers on Facebook and Instagram using an Inbox in the Business Suite.
• Respond to messages and comments in a timely fashion. This feature allows firms to maintain their relations with community members.
• Automate greeting and away conversations.
• Store quick replies.
• Manage customer chats with labels.

How to Get The Inbox of the Facebook Business Suite

Facebook Business Suite is available for download on both iOS and Android stores.

It is possible to view customer conversations on the App or the web version. Besides, Facebook Page Inbox is Free of charge.

Manage customer conversation through Instagram the Instagram Direct Message API

Instagram for Business API Features

It is not enough to manage customer conversations on Instagram. The latter hasn't a user interface for the business. But, the number one function of Instagram API is that it is in the API format. This feature makes it modular to connect with any system. So, firms can manage customer conversation and information at scale. Businesses can handle a scalable customer conversation. Besides, they can use chatbots or multiple agents through the Instagram business API.

How to Get it Instagram Business API

Instagram API allows self-service for firms. The in-house developers can integrate it with their internal CRM systems. On the other side, companies can hire a conversation management system. They can also use chatbot messenger systems that have the API integrated out of the box.

Kartly.io offers a one-stop-shop conversation management platform. In addition, it gives support to several messaging channels, including Messenger and Instagram.

Instagram API Prices

Instagram API is free of charge for developers.

The conversation management platform's pricing goes by two prices. On the one hand, a business can pay for the number of business agents that will respond to the customers. On the other hand, it may pay by the number of unique customers that had a conversation with the chatbot. Of course, the cumulation of both is possible as well.

Twitter Direct Messages

Twitter Direct messages is not a standalone service. Instead, the messaging feature allows subscribers to have personal and private communication on Twitter.

Twitter is a microblogging and social networking service. Users can post and interact with messages known as "tweets" on the platform. In certain countries, Twitter is a tool to get the news. But, it is also a tool to shape public opinion for public personalities and media.

For Businesses, Twitter is a means to increase brand awareness through a community of followers and promotion activities. However, it is much more limited than Instagram regarding private messaging. The default setting of the inbox does not allow someone to message another without manual permission.

Below are the Basics of Twitter Messaging:

• You can start a private conversation or create a group conversation with anyone who follows you.
• Anyone you do not follow can send you a Direct Message if:
• You have opted in to receive Direct Messages from anyone.
• You have previously sent that person a Direct Message.
• Anyone in a conversation can send Direct Messages to the group.
• Everyone in a group can see all messages, even if everyone doesn't follow each other.
• In group conversations, anyone in the chat can add more participants.
• Newly added participants won't see the prior history of the conversation.
• Some Twitter accounts, businesses, in particular, can enable a setting to receive Direct Messages from anyone.
• You can send a Direct Message to these accounts even if they don't follow you.
• You cannot chat with an account you block in group and one-on-one conversations.

A Direct Message Card is a genuine alternative for inviting people to personal messaging on Twitter. A Direct Message Card is an Ad for a product.

Twitter Direct Messages Statistics

As mentioned earlier, Twitter Direct Messages is just a personal inbox feature of Twitter. So, let's take a look at Twitter's statistics.

• Total Number of Twitter Users 353 million.
• Total Number of Monetizable Daily Active Users: 186 million.
• Total Number of Tweets Sent per Day: 500 million.
• 77% of Americans who earn $75,000 or more are likely to use Twitter.
• 80% of Twitter users are affluent millennials.
• 93% of Twitter community members are open to brands getting involved if done correctly.
• 80% of Twitter users access the platform on a mobile device, and 93% of video views are mobile.

When it comes to the number of users per country on Twitter, the USA & Japan, and the UK are leading the microblogging sphere.

Twitter Direct Messages Supported Use Cases for Business

Lead Management

Firms can qualify and follow up with leads at scale through automated or live chat experiences. In addition, companies can respond through multiple agents or a chatbot to their customer messages. A Direct Message card that clicks to Twitter DM is the best entry point.

Twitter Direct Message Card

A direct Message Card is an ad format with a video or image. It also includes customizable buttons (e.g., call-to-actions). DMC is the best way to promote your brand's chatbot. Besides, it allows you to reach a broad audience.

Customer Service

A company can handle its customers' requests for information at scale. It can use automated self-service and live chats for edge cases support. Since 2015 Twitter has recommended that brands offer customer service through Twitter. Twitter started as follows: "Provide timely customer service. Keep an eye out for @mentions of your brand, create a dedicated customer service account, and provide fast service or personalized help through DMs."

Notifications

Businesses can't issue automated messages triggered by certain predefined transactional events to notify their customers timely. So, this feature differs from WhatsApp template messages.

Commerce

Twitter is very poor when it comes to social commerce. The platform doesn't use the DM for transactional reasons as well. Besides, it doesn't offer the essential functions of shopping.

Manage Customer Conversation through Twitter DM Inbox

Twitter DM Inbox Main Features

Direct Messages are the private side of Twitter. You can use Direct Messages to have private conversations with people about Tweets and other content. Here are some uses and abilities of Twitter Inbox that you can adopt:

• To send a Direct Message from Twitter for iOS.
• To send and receive a Direct Message from Twitter from the App or the web.
• To snooze Direct Message notifications.
• To report a Direct Message or conversation.
• To share a Tweet via Direct Message.
• To review Direct Message requests.
• To disable Direct Messages and read receipts.
• To send and receive Direct Messages on your phone via SMS.

How to Get the Twitter Inbox

Twitter is available for download on both iOS and Android stores. In addition, you can check customer conversations on the app DM inbox and the web browser. Besides, Twitter Page Inbox is Free of charge.

Manage Customer Conversation through Twitter Direct Message API

Twitter API Main Features

Twitter by itself is not sufficient to manage customer chats. For example, it doesn't have a user interface for businesses. But, Twitter allowed some features to help companies create more engaging experiences in Direct Messages. The parts are related to customer service, marketing, and user engagement. Twitter API features include the following:

• Sending and receiving events: Send and receive Direct Messages.
• Welcome Messages: Create messages that display specific scenarios.
• Message Attachments: Attach videos, images, and GIFs.
• Quick Replies: Prompt users for structured replies with a menu of options.
• Buttons: Add buttons to link to websites and deep-link to apps or other parts of Twitter.
• Conversation Management: Properties to help manage the conversation between multiple Apps.
• Custom Profiles: Display a custom profile image and name in a Direct Message.
• Customer Feedback Cards: Prompt users for NPS and CSAT feedback.

How to Get it Twitter Direct Message API

Twitter Direct Message API is available for self-service. In-house developers can integrate it with their internal CRM systems. On the other side, firms can hire a conversation management system. They can also use a chatbot system to integrate with the API.

Kartly.io offers a one-stop-shop conversation management platform for several messaging channels. The channels include WhatsApp and Twitter.

Twitter Direct Message API Prices

Twitter API is free of charge for developers.

The conversation management platform's price goes by two prices. First, a business can pay for the number of business agents who respond to the customers. Or, it may pay by the number of unique customers who had a chatbot conversation. Of course, the cumulation of both is possible as well.

Google Business Messages

With a Google My Business Account, businesses can be part of the list by creating their Profile. Then, let the customer access the business location, website, and phone number. With Google Business Messages (GBM), customers can chat with companies instantly every time the company shows up in Google Search and Maps.

GBM is a mobile conversational channel. It combines entry points on Google Maps, Search, and brand websites. So it can create rich, asynchronous messaging experiences. The feature delights customers and drives business results.

GBM provides brands with a comprehensive business messaging solution. The service is available across Android devices and through Google Maps on IOS.

GBM Statistics

90% of all web searches are on google.

Google Business Messages is a feature of Google My Business (GMB). So, we'll review some stats of GMB:

• 84% of the searches are finding searches.
• 16% of the searches are direct searches.
• 64% of users utilize GMB to find contact details.
• 75% of your Google My Business listing views will come from Search.
• 25% of your Google My Business listing views are from Google Maps for local businesses.

The most common action while searching for a business is visiting your website. So, 56% will check out your website. On the other hand, 24% will call your company. The remaining 20% will ask for directions. But most of the traffic will probably go to the messaging channel.

Hotels have the highest views on both maps and search every month. The average hotel has 53% of its views from maps and 47% from searches.

Food and Beverage have the highest percentage of mobile search volume with 72%. But, banking has the lowest mobile search volume with 39%(61% on desktop).

Google Business Messages Supported Use Cases

Lead Management

Businesses can qualify and follow up with leads at scale through automated or live chat experiences. In addition, companies can respond through multiple agents or a chatbot to their customer messages. Google Search and Maps Search are the main entry point for google Business messages.

Customer Service

A company can handle its customers' requests for information at scale. It can use automated self-service and live chats for edge cases support.

Notifications

Unlike WhatsApp, Google Businesses Messages can't issue automated messages. So, businesses can't share initiated messages by certain preset transactional occasions with customers. So, they can't use it to notify their customers in a timely manner.

Commerce

Businesses can create a catalog for their items. So customers can navigate through the catalog. Then, request a quote and make bookings.

Manage Customer Conversation through Google My Business

GMB Main Features

Once you turn on messaging, customers will find a "Message" button on your Business Profile. So the customer can message you at any time.

• Messages will appear in your Business Profile on Google.
• You'll receive notifications for incoming messages.
• You can customize the automatic welcome message that a customer gets when messaging you.
• You can share photos with your customers through messages.

How to Get GMB

GMB is available as an app and also in browsers. The App is available for download on both iOS and Android stores.

Customer conversations can show either on the App or the web version.

GMB App Prices

Google My Business is free of charge.

Manage Customer Conversation through Google Business Messages API

Google Business Messages API Features

GMB API offers rich features to enhance marketing and sales abilities. The features include carousels, chips, and photos. So, all these features can support your buyer's journey. They also drive buys.

How to Get it Google Business Messages API

Currently, the messaging API is in closed beta. So, you can only access it through the waiting list. But, you can also check with one of the GMB partners. GMB partners offer complete messaging management platforms.

GBM API Prices

Google Business Messages Platform prices relate to the number of contacted customers. It can also associate with the number of agents using the console or both factors.

Apple Business Chat

Apple Business Chat is a service that allows businesses to communicate directly with their customers. iMessage App assures the service. Using Apple Business Chat, customers can discover and get answers to questions. Besides, they can resolve issues. Moreover, they can complete transactions on all their devices with IOS 11.3. This feature is available even when using an iPhone, iPad, Mac, or Apple Watch.

Customers can start a conversation through a direct Chat entry point. Entry points include the website, App, emails, and other touchpoints. Customers can also discover your business and start conversing with Siri, Search, and Apple Maps.

The service is not available for all iPhone devices. But, businesses can depend on a network of 1.4 billion active users to handle chats via Apple Business Chat.

Apple Business Chat-Supported Use Cases

Lead Management

A business can qualify and follow up with leads at scale through automated or live chat experiences. Moreover, companies can respond through multiple agents. They can also implement chatbots to respond to customer messages. Search, Siri, Safari, and Maps are the main entry point for Apple Business Chat.

Customer Service

Firms can handle their customers' requests for information at scale. It can use automated self-service. It can also use live chats for edge cases support.

Notifications

A business can send notifications and messages relevant to the customer. But the customer shouldn't delete the open conversation thread. Only then companies can notify customers.

Commerce

Businesses can create a catalog for their products. So customers can navigate through the catalog. Therefore, they can book appointments. They can also complete an entire purchase through apple pay.

Manage Customer Conversation through Apple Business Chat

How to Get the Apple Business Chat

As per apple, "First, choose a Messaging Service Provider (MSP) to deploy your Business Chat solution. Apple has integrated with over 20 MSPs to date. Contact your chosen MSP to discuss the first steps. Following that, go to Apple Register and create your Business Chat account with Apple (at no charge). During the registration process, let us know which MSP you chose, indicate the names of your project team, approve our terms, and upload your branding. Then you can start implementing Business Chat."

Apple Business Chat API Features

The Apple Business chat framework has the best customer care. It also has promising commerce features. For instance, it helps customers resolve issues and schedule appointments. Besides, it allows making purchases and payments as well via Apple Pay.

Apple Business Chat API Prices

Apple Business Chat Platform prices relate to the number of contacted customers. They are also associated with the number of agents using the console. Apple has clearly stated, "It depends on the scope of your Business Chat deployment and the Messaging Service Provider (MSP) used to implement your vision."

Live chat on Website and Mobile Apps

Live chat is an instant communication channel used over Websites and Mobile Apps. It allows businesses to have real-time conversations with a lead. The client may need information, but he couldn't reach the company. So, a live chat is helpful for such cases. It is also beneficial for an existing customer who needs service.

The chat integrates with a website or a mobile App. It allows a customer to chat with the business representative or the Website/ Mobile App owner. Moreover, human agents, virtual agents, and chatbots can ensure Live chat communication. In many cases, humans and live chat improve the digital customer experience.

But, there's one main difference over other messaging apps. Live chat is anonymous and ephemeral. So, once the user's website browsing session ends, the customer's identity is not captured. It is not the case for WhatsApp or Messenger. Then, the contact goes with no chance of outreach. There's one case where the contact doesn't disappear. It is when the customer explicitly provides their contact details. So, the business can re-contact the client only when they claim that they need to.

Live Chat Statistics

We all know that there are well over 1 Billion websites on the Internet. But, there are no precise statistics that show how many businesses adopted the live chat channel. So, we'll review the customer research statistics since there are dozens of vendors.

• 79% of consumers prefer live chats because they offer instant responses.
• Live chat has the highest consumer satisfaction rate at 92%.
• 63% of consumers who used live chat on a website are likely to return to that site.
• In 2018, the average first response time was 48 seconds.
• 42% of businesses think customers prefer phone support.
• 70% of consumers prefer human agents to AI technologies.
• 66% of companies use live chat for customer support.
• 85% of firms use live chat for sales.
• 54% of companies use live chat for Marketing.

For Marketers, live chat is the central pillar of conversational marketing strategy. It helps businesses convert the maximum number of website visitors from leads to customers. In addition, live chat can be a powerful real-time customer service channel for customer service rather than going through forms and unnecessary landing pages.

Live Chat supported use cases

Lead Management

Businesses can qualify at scale through automated or live chat experiences to convert them to customers. It is a fact that live chat has a high impact on new customers' conversion. Therefore, a new category of Marketing named "conversational Marketing" is preaching the technique of live messaging for a better customer experience.

Customer Service

A company can handle its customers' requests for information at scale. It can use automated self-service and live chats for edge cases support.

Notifications

A business can notify a customer within an active session only.

So, the customer needs to be logged into their account and have an active session. Besides, a company can use other personal channels' credentials collected during the live session. Examples include email and phone numbers.

Commerce

E-commerce websites are adopting live chat software. The high adoption of live chat software is about the number of chats the software handles. It is also beneficial for customer satisfaction and lowering the cart abandonment rate.

Live Chat Management Software Prices

Live chat software generally comes in paid plans. There is some free and open-source software. Still, firms must pay for proprietary licenses according to the number of agents. But, the level of sophistication, reliability, and brand name will directly impact the pricing.

Managing Live Chat Software Main Features:

The main functionalities that you should expect from live chat software are:

• Automatic Message distribution: Live Chat Software distributes chats to available live agents according to a preset queuing system.
• Canned Responses to help agents with saved answers.
• Live Visitor Profiles: IP like location, time zone, browser language, Etc.
• Knowledge base integration.
• Chatbot for auto qualification of the lead: It handles customers and their intent.
• Targeted messages for the in-app messages.
• Reports for tracking the insights of the conversations: first response time, average resolution time, and customer satisfaction rate.
• Help Desk Features: They are sometimes available specifically in enterprise versions.
• Customizable Chat widget as per the website branding.

Other Messaging Apps

Statista published a report in October 2021. The report shows that more social network platforms have high volumes of users. Depending on the country and the target audience, these platforms represent a valuable opportunity for engagement. They are also a suitable channel for one-to-one conversations.

Conclusion

Businesses have today an immense opportunity. It can engage in one-to-one conversations with customers on their preferred channel. Messaging channels guarantee the best customer experience at the cheapest cost as well.

This article's goal is to list the main messaging channels. We have also mentioned how to use them to build a better customer experience and get higher lead conversion rates.

Kartly.io is a messaging management platform. It helps your business manage all customer conversations from a single platform. Kartly.io offers a shared inbox that your agents can use to interact with customers at a scale. Schedule a free demo with our team if you are looking for the right messaging management platform to help you communicate with your clients like you never did before.

‍