Faster resolution times, the ability to provide 24/7 support, and creating rich experiences are just a few of the reasons driving its adoption.
But customers aren't the only ones who benefit from the agility and convenience of this tool: the same report reveals that 18% of companies use messaging applications to interact with other companies and 4% use them to chat with other teams.
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Summary
Definition of enterprise instant messaging: Enterprise instant messaging is a conversational solution that enables organizations to communicate in near real-time with customers and employees through specialized applications or software.
Difference between chat and instant messaging: A distinction is made between chat, which is real-time and public, and instant messaging, which can be live or asynchronous, offering more flexibility and privacy, as well as allowing automation through bots.
Importance of instant messaging: It meets key principles for good customer service by being fast, personal, convenient and secure, as well as having the ability to adapt to changing customer expectations.
Benefits of instant messaging for businesses: Improved team efficiency and productivity, convenience for customers, operational cost savings, and the ability to record interactions for better service.