Leverage the Power of Conversational Messaging

In today's fast-paced and digitally connected world, businesses need to keep up with the evolving trends in customer engagement. The traditional methods of customer support, such as phone calls and emails, are no longer the only means to reach out to customers. With the rise of messaging apps, businesses have an opportunity to leverage the power of conversational messaging to engage with customers more effectively.

Conversational messaging is a two-way communication channel that allows businesses to communicate with customers in real-time using messaging apps like WhatsApp, Facebook Messenger, or even SMS. These messaging platforms have become the preferred mode of communication for customers, especially the younger generation, who prefer texting to phone calls or emails.

Here are some ways in which businesses can leverage the power of conversational messaging to enhance customer engagement:

1. High Open Rates

Conversational messaging allows businesses to communicate with customers on a more personal level. Instead of sending mass emails or generic messages, businesses can tailor their messages to the individual needs of each customer. For example, a fashion retailer can send personalized messages to customers about new collections based on their past purchase history. This not only enhances the customer experience but also increases the likelihood of customer loyalty.

2. Real-Time Support

Conversational messaging enables businesses to provide real-time support to customers. Customers can easily reach out to businesses for support or assistance by sending a message on their preferred messaging platform. This allows businesses to respond to customer queries and concerns quickly, improving customer satisfaction.

3. Seamless Integration

Conversational messaging can seamlessly integrate with other business processes such as e-commerce, customer relationship management (CRM), and order management. For instance, businesses can use conversational messaging to send automated messages to customers regarding their order status, payment confirmations, and delivery updates. This not only saves time but also reduces the workload on customer support teams.

4. Cost-Effective

Conversational messaging is a cost-effective alternative to traditional methods of customer support. Businesses can handle multiple customer queries simultaneously, reducing the need for additional customer support staff. Moreover, since messaging apps are free to use, businesses can communicate with customers without incurring additional costs.

5. Higher Open Rates

Messaging apps have a higher open rate compared to email. According to a report by Mobilesquared, 98% of SMS messages are opened, compared to 20% of emails. This means that businesses have a higher chance of their messages being read by customers when using conversational messaging platforms.

6. Better Customer Engagement

Conversational messaging allows businesses to engage with customers in a more interactive manner. Customers can respond to messages, ask questions, and provide feedback, which allows businesses to gain valuable insights into customer needs and preferences. This, in turn, helps businesses to tailor their products and services to meet customer expectations.

7. Enhanced Sales and Marketing

Conversational messaging can also be used as a tool for sales and marketing. Businesses can send promotional Bulk messages, offer discounts, and run marketing campaigns via messaging apps. This can help to increase sales and customer retention rates.

8. Chatbots

Chatbots are computer programs that use artificial intelligence (AI) to simulate conversations with human users. Chatbots can be used to automate customer support, handling routine queries and providing 24/7 support to customers. This not only saves time but also reduces the workload on customer support staff.


conversational messaging has become a powerful tool for businesses to engage with customers. It allows businesses to communicate with customers in real-time, provide personalized support, and integrate with other business processes seamlessly. Conversational messaging is also cost-effective, has higher open rates, and provides better customer engagement. With the rise of messaging apps, businesses need to leverage the power of conversational messaging to stay ahead of the competition and meet the evolving needs of customers.


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