Persistence. Organizations are developing their service provision from one-time customer contact (e.g. via chat) to an 'always-on' relationship.
Speed. Messaging is fast and clear, a customer no longer has to wait to speak to someone and can ask his question or submit a problem to a company in no time.
In addition, a company can offer a customer a much richer experience via messaging than, for example, with special lead a telephone call or an e-mail. Think of personalized offers, such as in the compound message below. In this case, a customer is immediately presented with an offer in response to his question. A compound message can consist of text, image(s) and a call-to-action, such as 'read more' or 'order here'.Messaging Composite Message
In addition to these composed messages, it is also possible to show customers a web page via the messaging app, without them leaving the app. Take for example a meal service with a subscription model. First, the customer receives an overview of the different available subscriptions. After this, he can personalize the subscription, for example by adjusting the number of meals, indicating a preferred day for delivery or opting for only vegetarian meals. Finally, the customer pays via the payment solution of the messaging channel.
There are many more examples, from an internet provider making a service agreement to taking out continuous travel insurance.
Messaging
Messaging app as personal assistant.