How Online Chat Can Help Your Business

At Facebook’s F8 conference in 2016, Mark Zuckerberg said “(Instant messaging) is going to be the next big platform for helping you connect with all kinds of services in new ways”.

When you consider that this is the man who spent the best part of $22bn buying WhatsApp, you can be pretty sure he knows what he’s talking about.

 

But where is instant messaging or instant chat heading and what does this mean for businesses?

Typically led by text conversation, chat often also provides a range of additional functionality that varies wildly from provider to provider.This additional functionality has, on some platforms, led to them being considered as full-blown, separate social media networks, on a par with Facebook, Twitter and other platforms.

In 2015, mobile phone messaging apps were used by 1.4bn consumers and eMarketer predicts that, by 2018, the number of chat app users worldwide will reach 2bn, representing 80% of smartphone users worldwide.

In a nutshell, it’s only a matter of time before everyone and their granny, in practically every country on the planet, will be using IM or chat in some capacity.

 

What does this mean for Koble Users?

We sat down with “Kobler” Henry Backman and asked him why he prefers using Koble Chat instead of other means of communications and why it is beneficial for Koble users to look into using it as well:

“For me the main thing is that it’s a natural way to organize discussions between two or more people. We have multiple separate topics that we discuss and update every now and then with Fabrice (Koble CEO), and when the discussions are split to separate chats with descriptive titles, it is easy to check what has been said before and continue the topic while not disrupting any of the other discussions.”

“Mainly our platform has been designed for connections between buyers and sellers, but, another use we’ve discovered is that companies with many staff members signed up to Koble can share messages easily and also communicate internally themselves via the chat app.”

 

Why use chat instead of a regular email chain?

“On all of the email applications that I’ve used, there’s always so much clutter. Almost all organisations include some sort of e-signature at the end of every message and also most email client interfaces add buttons and text at the end of every message. Chat most often is much more natural way to have an actual, natural discussion”.

“Of course, if I would be only instructing someone or sharing information, email works fine. It’s just that for back and forth discussions the Koble chat has been the most natural one to use”.

 

Are there many differences in the functionality of Koble Chat in comparison with other chat apps?

“We didn’t want to re-invent the wheel or make the chat experience alien for our users, so we use a very similar interface as other chat/IM programs. Once buyers and marketers are connected, you can see when your contact is online via a green dot on their profile image.”

“We also notify via push apps that users have received a new message and if they are not online in the Koble App they also receive an email notification, so they can log in and answer the message as quickly as possible.”

An example of Koble Chat

Why Use Chat At All?

When you walk into a physical store, a retailer gets the chance to build a rapport with you during the sales process. This helps them establish trust and make the sale. But online, you can’t do that.

Consumers’ are naturally skeptical of buying things from people they don’t know. It’s human nature. But, with Koble chat, you can have a direct conversation initiated by the prospective buyer that allows the seller to build trust and show that they can deliver what the buyer requires.

Trust is extremely important in the business world. If a buyer doesn’t trust you, they won’t provide their contact information or share their personal details. Using chat to build this trust is important, especially when a report by eMarketer looked into the impact live chat has on consumers: The report found that 35% more people made a purchase online after using live chat.

Forrester Research also found that 57% of customers abandon their purchase if they can’t get their question answered quickly. Knowing this, Henry adds:

“Communication is at the core of the Koble product, and it’s built around the idea of collaboration and making the communication between buyers and sellers as simple as possible.”

“Our chat app is used in two different ways: Firstly a buyer can send an anonymous message to a marketer requesting further information and the buyer remains incognito until they choose to reveal their identity. Secondly, once connected they are no longer incognito and the chat app then works like any other instant messaging/chat program. “

 

Using chat, you can communicate with your customers immediately in a channel they prefer and use that to provide an unforgettable experience, build the relationship and create better business.

 

Post by: Koble
11/01/2017