What is ‘Direct Messaging’?
Want to increase engagement on your company’s website? Get the right tools with the help of Click4Assistance’s live chat services for business.
Being able to communicate with clients at ease is the main overall objective for any type of business. This combined with the necessity to offer various methods and pathways for customers to contact in multiple ways, whilst using a set of website chat tools, is the key to leading a successful venture.
Click4Assistance have been supplying organisations with one of the best live chat services for business, which has helped to develop customer service campaigns and provide the best possible experience for users and customers alike. If you’d like to find out more about how you can improve chat software for your website, then take a look at our specialist feature for this article… Direct Messaging
What is the Direct Messaging feature?
It’s essential that businesses offer a range of channels for potential and existing customers to make contact. But this can make handling the incoming enquiries difficult if they are coming from many sources. Click4Assistance allows you to manage enquiries for multiple sources alongside your live chat within a single interface, ensuring the visitors enquiries are dealt with promptly and efficiently.
Currently, the platforms that Click4Assistance integrates with are:
- SMS
We also offer an API which allows integration with any 3rd party platforms.
What are the uses for Direct Messaging?
Click4Assistance direct message system allows communications from a multitude of external instant messaging (IM) systems to be managed alongside your web chats in one complete omni-channel communication platform.
- Allow Facebook users to communicate with your business using web and application based Facebook messenger.
- With over 1.5 billion monthly active users, communication via WhatsApp Messenger is essential.
- Have your own dedicated SMS phone number, and promote it to everyone
How does Direct Messaging work?
With social media platforms, when a chat session has started it never really ends from the visitor’s perspective. For example, if you have used Facebook before, when did you last end a conversation? With a direct message chat session, previous messages will be visible when a new message comes through (unless you have previously deleted the history).
The list displays which platform the chat session has originated from, details of the visitor and whether new messages are unread or not yet responded to. It will also display which advisor the visitor last interacted with, useful if you prefer to ensure the same contact in maintained throughout.
In order to engage with a visitor, you will need to click on the ‘Open’ button to display the conversation, which allows the operator to read previous messages and respond accordingly. Predefined replies can be used with the direct messages to ensure consistency and accuracy of the responses, and speed up response times.
When storing direct messages, they can either be stored from the list or when viewing the relevant session by clicking on the ‘store session’ icon. You have the ability to add your own internal reference, any final notes and categorize accordingly.
Finally…
The direct messaging feature is an additional tool to increase visitor engagement on your website and notify people of any offers or important information that will guide their journey. To see direct messaging in action please take a look below or go directly to our YouTube channel for information on other tools within the Click4Assistance solution.
Find out more about Click4Assistance and live chat services for business, by taking a look at our detailed guide to each of our features, and contact our friendly team on 01268 524628 today for a free trial or demonstration.
