Traditional chatbots may respond quickly but often fall short when resolving complex queries efficiently. This can lead to longer resolution times, incomplete answers, and customer frustration. That’s where generative AI chatbots powered by LLMs offer deeper context, and handle multiple conversations with ease.

While large language models (LLMs) are a subset of generative AI, this blog focuses on the broader landscape of generative AI chatbots for customer service. For a more detailed look into LLM-powered chatbots, check out our dedicated blog on what LLM Chatbots are and how they work, and discover how they fit within the larger generative AI ecosystem.

What is a Generative AI Chatbot?

A generative AI chatbot is a cutting-edge AI tool that leverages natural language processing (NLP) and machine learning to deliver context-aware, human-like responses in real-time. 

Unlike traditional rule-based bots, which follow predefined scripts, generative AI chatbots learn from vast datasets and continuously improve their understanding and response generation. 

Why Generative AI Chatbot for Customer Service?

Generative AI chatbots let businesses effectively address some of the major pain points of customer service, including:

• Manage high volumes of customer queries 24/7 without adding staff while ensuring speedy responses via all channels.
• Automate repetitive tasks that use large support teams and free up human agents to deal with complex issues.
• Provide tailored responses based on customer history and context to deliver a more engaging and relevant experience for each user.
• AI chatbots understand and respond with greater precision, minimizing human error and ensuring consistent service quality.
• Analyze conversations to identify trends, customer needs, and areas for improvement in your service strategy.
• By offering instant, 24/7 support, and relevant, accurate answers, customers feel valued and supported, leading to increased satisfaction.
• Simplify workflows by automating mundane tasks, freeing your team to work on high-priority issues and key business initiatives.

Top 5 Generative AI Chatbots for Customer Service

There are many generative AI chatbots available, but in this list, I have curated the top 5 chatbots that specialize in customer service. Let’s take a closer look and find which one suits your needs based on business objectives. 

1. REVE Chat Powered by Brain AI

REVE Chat is a fully advanced generative AI chatbot for customer service, powered by Brain AI technology. Combining LLaMA and GPT allows seamless and absolutely human-like interactions. It enables businesses to serve a global audience with its multi-language processing and response capability.

One of the best features of REVE Chat is its Brain AI, which makes it easy to train a chatbot to deliver responses tailored to the needs of your business quickly. Whether you’re dealing with complex customer queries or automating routine interactions, REVE Chat ensures accurate, context-aware conversations every time.

Integration with LLMs empowers it to provide very personalized responses, hence improving customer satisfaction while reducing the operational load. Since the chatbot is multilingual, this means you can provide consistent support across regions without any barriers in language and therefore greatly enhance the customer experience.

Leveraging generative AI, REVE Chat enables the automation of customer support for businesses on a large scale while maintaining a human touch and cutting costs. 

Pros 

• Provides very personalized, contextual responses with the power of leading LLMs like LLaMA and GPT.
• Smooth conversations in multiple languages for engaging customers all over the world.
• Brain AI simplifies the training, thereby making the adaptation process easy and fast for businesses.
• The solution automates repetitive inquiries, reduces dependence on human agents, and cuts operation costs accordingly.
• Ensures responses are instant, accurate, and consistent, boosting satisfaction and loyalty. 
• Analyzes customer interactions to uncover trends and improve service strategies. 
• Efficiently handles high volumes of inquiries, ensuring round-the-clock support.

Cons 

• Regular updates and monitoring are necessary to maintain accuracy and relevance.

2. Salesforce Einstein Service Cloud

Salesforce Einstein Service Cloud is a comprehensive customer service platform, deeply powered by AI to transform support into engaging experiences. Native in Salesforce, integrates with Enterprise data to provide personalized, secure, and context-rich customer interactions.

The platform divides the inquiries into “low-touch” and “high-touch” interactions. While the low-touch queries are serviced by Agentforce, Einstein’s automated service bots, ensure that responses to routine tasks come quicker and more efficiently.

Pros

• Fully embedded within Salesforce, it leverages enterprise data to enhance customer interactions.
• Balances automation for routine tasks with AI support for human agents in complex scenarios.
• Allows businesses to align chatbot communication with their brand’s style and tone. Efficiently manages high volumes of queries while maintaining service quality.

Cons 

• May not be ideal for small businesses due to the expense of the Salesforce ecosystem. 
• Initial integration and customization can be time-consuming and require technical expertise.

3. Zendesk AI

The AI-powered customer support platforms, integrate generative AI into customer interactions to manage and optimize at scale and with more insight. Using machine learning and natural language processing, it has the insight into customer sentiment and intent to create a personally relevant answer and efficiently categorize an interaction.

The platform excels in the blending of human and AI efforts. While AI automates routine inquiries and routes tasks to the most suitable agent-human or machine-it also provides guidance in real time to human agents to maintain consistent and accurate customer support. 

AI in Zendesk learns from every interaction, which in turn makes the system smarter and quicker with time. 

Pros 

• Accurately understands customer emotions and intentions for better interaction management.
• Categorizes and resolves routine inquiries, saving time and resources.
• Automatically directs inquiries to the most suitable agent, whether human or AI, ensuring efficient resolution.
• Provides human agents with actionable guidance to improve support quality.
• Improves over time by learning from customer interactions and agent behaviors.
• Works seamlessly with Zendesk’s established customer support tools.

Cons 

• Performance depends on how correct and relevant the data of a customer is. 
• Advanced functionalities may be too expensive for smaller organizations.

4. Intercom

Intercom AI is the ultimate customer support tool, combining smart automation with seamless human collaboration and elevating customer service to higher standards. With machine learning, NLP, and generative AI, the platform can automatically answer customer queries, route inquiries, and respond in a personalized manner at scale. With an understanding of customer intent and sentiment, the platform improves over time.

Its AI provides real-time suggestions and insights to human agents, boosting their productivity and ensuring high-quality customer support. With a strong focus on personalization, Intercom allows businesses to deliver tailored support experiences while minimizing operational costs.

Pros 

• It smoothers the process of routine inquiries and reduces the workload for human agents.
• It creates personalized interactions and, therefore, more valuable customer experiences.
• AI also supports human agents in decision-making by providing recommendations and real-time insights.
• It can handle massive volumes of customer interactions without compromising on quality.

Cons

• Full integration and customization for specific business needs require time and technical expertise.
• Although powerful, the pricing may not be within the reach of smaller companies.

5. LivePerson

LivePerson is a customer service platform that embeds generative AI to create conversational experiences for businesses and their customers. It leverages artificial intelligence and machine learning to facilitate real-time, personalized interactions across different channels of communication, such as live chat, messaging apps, and voice support.

The AI technology behind LivePerson was designed to support customer service teams by automating routine inquiries and tasks, while simultaneously offering intelligent insights to human agents. 

Its AI analyzes the interactions of customers, understands their intent, and answers them with contextually relevant, personalized answers. 

Pros 

• AI can tailor responses to individual customers based on their behavior, preferences, and past interactions.
• Automates repetitive inquiries and tasks, freeing up human agents to deal with more complex issues.
• Provides real-time assistance to human agents by offering insights and recommendations during conversations.
• Easily handles a large volume of interactions, making it ideal for businesses that experience high demand from customers.
• Deep insights into customer interactions help businesses optimize support strategies and customer engagement.

Cons

• LivePerson’s AI features can be quite time-consuming to set up and integrate. They require great technical expertise as well. 
• Setting up and integrating LivePerson’s AI features can be time-consuming and require extensive technical know-how.

Conclusion

With ever-evolving customer expectations, the implementation of a generative AI chatbot for customer service is no longer optional; it’s a must-have. These five generative AI chatbots are ready to transform your support strategy. 

Each solution brings its own set of strengths to the table, from scalability to advanced insights and seamless integrations. Picking up the right generative AI chatbot for your business can enhance customer experience, reduce operational costs, and give you a competitive edge. The future of customer service has arrived, and it is driven by AI.

Ready to elevate your customer service with a generative AI chatbot? Sign up now and start experiencing the benefits of smarter, more efficient customer support today!

However, just mass messaging without a plan in place can lead to trouble. Accounts can be flagged by WhatsApp and be banned or face some limitations that you may need to overcome. Hence, you will need to know how to send bulk messages effectively.

Thus, in this blog, you will learn all the details regarding WhatsApp bulk messaging such as the different ways to send such messages, best practices, how not to get banned, and more.

What is WhatsApp Bulk Message?

WhatsApp Bulk Message is a powerful way to market your products and utilize promotions to create customer engagement. It’s a great way to engage and communicate with the audience efficiently and cost-effectively.

The real value of WhatsApp mass messages is that it saves you the trouble of messaging each customer individually, saving precious time and resources. This way, it also lets your business focus on creating or improving marketing strategies, promotions, etc. 

Why Do Companies Send Bulk Messages on WhatsApp?

Being able to send mass messages on WhatsApp helps businesses engage better with their audience and drive conversion rates. Benefits are many when an organization can send mass messages on the most popular messaging app in the world.

Here are some of the reasons why businesses send broadcasts on WhatsApp:

Reach Multiple Contacts at Once – Every business wants its marketing and promotional messages to reach a wider audience simultaneously. WhatsApp enables these features, resulting in better customer engagement.

Instantly Sending Mass Messages – On WhatsApp, broadcast messages are delivered instantly and provide one-to-one conversations with customers. This makes mass messaging ideal for quick and immediate marketing communications about your business.

Personalized Communication – Messages delivered on WhatsApp have excellent open rates which stand as high as 98%. This happens because the platform enables engagement on a personal level and customers love personalized engagement. Leaning on that as a business is extremely important.

Excellent Marketing Platform – Sending out mass messages on WhatsApp about discounts, offers, etc, is an excellent form of marketing considering the large audience the platform has. Thus, marketing efforts on WhatsApp are always high value for a business.

Better Response Rates – WhatsApp is a wonderful platform that offers higher open and response rates for messages, way more than SMS and emails. With a higher open rate, customers are more likely to respond to your messages, thus showing interest in your products and services.

Use of Diverse Content Formats – WhatsApp supports a wide variety of content formats, including texts, images, videos, voice, PDF, GIFs, documents, and so on. This is why businesses can achieve enhanced communication and engagement with their audience having different needs and preferences.

Bulk Messaging on WhatsApp: A Step-by-Step Guide

Businesses send broadcasts on WhatsApp to market on the biggest messaging platform currently available. Through mass messages, businesses can do widespread marketing, spreading information on all their products, offers, discounts, etc.

For businesses, there are two ways to send mass messages on WhatsApp:

1. Using WhatsApp Business App

2. Using WhatsApp Business API

Sending Bulk Messages Using the WhatsApp Business App

WhatsApp Business App is a free solution that provides a decent way of doing bulk messaging. Here is how you can do that (ignore steps 1-3 if you already have a business profile set up on the Business App):

Step 1 – Download and install WhatsApp Business app

Step 2 – You need to set up your WhatsApp Business account. For that, you must agree to the terms of the app’s usage. The app will ask you to register with your business phone number. A quick verification will follow and then, you’re good to go.

Step 3 – Once the verification is complete, you can set up your business profile on the app. For that, you will need to fill in the relevant details about your business, including your business name, address, logo, and URL.

Step 4 – Open up the App and go to “chats”. You can find ‘Broadcast lists’ right above your most recent conversation. You can create a new broadcast list and add contacts to finalize it.

Step 5 – You can now send any message to the broadcast list.

Using WhatsApp Business API to Send Mass Messages

On the other hand, WhatsApp Business API is more robust but requires the use of a third-party service. Also, you will need a verified Meta Business Account to use the API. Through that, you can send all of your messages to all your customers or users that have opted-in to your promotions. REVE Chat is one such solution that will allow you to send bulk messages with ease.

Thus, here are the steps to send mass messages on WhatsApp using our product –
Step 1 – Integrate your WhatsApp Business Account in the app. A pop-up will direct you to the Meta Business Page.

Step 2 – Click the Get Started button in the Meta Business Page and fill out all your business information as needed.

Step 3 – Create or select your WhatsApp Business Profile through which you want to operate. To create, fill out some details and verify your WhatsApp number that you will use. Now you have connected your WhatsApp Business Account and our service.

Step 4 – Go to the “Contacts” tab and import the contacts you want to use as shown below. Ensure the file you import is in CSV format.

Step 5 – Now, you can create a new Segment in the “Contact Tab”. Click the “+ Add” button on Segments and fill out all the details and add conditions/attributes as needed

Step 6 – Go to the “Campaign” tab and click the “Create Campaign” button on the top right.

Step 7 – Fill out all the details on the new pop-up and select the segment you created previously.

Step 8 – Create a template for your campaign as shown in the image below. Once filling up the information, our app will allow you to customize your message template as much as you wish to. Alternatively, you can also use a template available to do by selecting one as per the image above. 

Step 9 – After confirming a template and segment, choose whether to schedule or immediately send messages and confirm details. Messages will be sent immediately or instantly at the time which you set up.

Why Use WhatsApp Business API for Bulk Messaging?

While both options allow you to send bulk messages, there are some key differences. When you analyze those differences, it becomes apparent as to why a business should use WhatsApp Business Platform instead of Business App.

Here are some reasons why you should use the API through REVE Chat rather than the Business App.

Bulk Messaging to Unlimited Contacts

For WhatsApp Business App, you are limited to 256 contacts per broadcast list. That is not the case for the API, as you can send to as many contacts as you want through our app.

All you have to do is create new segments fulfilling your target audience criteria and send mass messages to those contacts through a WhatsApp Campaign.

Thus, one option offers messaging to 1000s of contacts while the other only offers 256. It’s not a contest as to why you should use a solution like ours rather than the Business App.

Enhanced Customer Segmentation

WhatsApp Business App does not let you really sort through your contacts. To sort there, you have to do that manually with information you have. This is quite tedious and a hassle to be honest.

Alternatively, our solution will allow you to sort through all the contacts you have and create segments through location, preferences, time zone, and whatever other conditions and attributes you may need.

This makes it easier for your business to target the right audience for your promotions. The API lets you do that through the use of our WhatsApp campaign system.

Template Customization

The template that you can use for your bulk messages in the WhatsApp Business App is quite basic. You can only put in images, links, files, or video for those formats. Furthermore, they don’t look that appealing in most cases.

On the other hand, our product allows you extensive customization options, allowing you to add buttons for more interactions, better visual adjustments, and a lot more.

In this front, if you want more appealing messages, using WhatsApp Business Platform is the way to go.

Use of Automation

The Business App provides no automation while services using WhatsApp Business API allow you to automate certain parts of your messaging system. For example, our AI-powered service allows you to integrate a Chatbot with your Business Account and also provides quick replies to customers.

Not to mention, you can schedule messages to be sent automatically at a specific time and date through Campaigns.

With fast replies, better customer support, and automation doing the tedious work for you, a business should use an AI Chatbot or automation to help you with your endeavors.

Detailed Analytics

Through the Business App, the collection of data is quite limited as you would need your customers to add your account number to even see some of those statistics.

On the flip side, utilizing the API through REVE Chat provides a more in-depth look into the analytics of your campaign. It will show you the number of messages successfully delivered, read, and more.

That way you can use these statistics to improve your marketing and messaging techniques and get better results in the process.

How to Send WhatsApp Bulk Messages Without Getting Banned?

While using bulk messaging on WhatsApp is great for business, there is a small problem with that. In some instances, these mass messages are flagged as spam and WhatsApp may ban or limit your account due to that. So, it is paramount to avoid this issue from occurring.

Here is how you can avoid getting banned while you send bulk messages on WhatsApp:

1. Collect and Send to Opted-In Users: As a business, you should always collect opt-ins before sending customers promotional messages. That way, you can limit your messages being labeled as spam and send them to only opted-in users, who are interested in your products.
2. Making Messages More Engaging: Another way to stop being labeled as spam is to make messages more personalized. That way, the messages don’t come off as spammy and instead appeal to the customer’s needs and preferences.
3. Following WhatsApp Bulk Messaging Guidelines: WhatsApp has some rules regarding bulk messaging. They are usually how many messages you can send per day, format of messages, and so on. Following WhatsApp’s guidelines to mass messages can reduce your chances of getting banned significantly.
4. Adding an Unsubscribe or Opt-Out Option: Opt-ins reduce your chance of getting banned and so do opt-outs. It provides a way for users to unsubscribe to your messages instead of blocking your account or reporting it, thus reducing the chance of getting banned.

Best Practices of Sending WhatsApp Mass Messages

When it comes to sending WhatsApp bulk messages, there are some best practices you can follow other than the usual user consent and segmentation implementations. They are as follows.

Be Concise with Messaging

Concise and easy-to-understand messages drive more engagement and conversions. Nobody likes reading lengthy messages full of technical jargon and obtuse terms. Make sure the key points of your message are easily understood so that the audience retains the essence of the message.

Using Call-To-Action

Adding CTA buttons or prompts to a message can significantly improve engagement. This allows customers to directly go to the link, video, or other resources provided through mass messages. Ensuring the CTA is clear can go leaps and bounds with customer engagement.

Sending A Variety of Messages

Do not just send promotions in bulk and consider utilizing tips, tutorials of products, or visual content to convey a variety of information to a customer. That reduces the purpose of spam and also adds value for a customer and keeps them engaged to your WhatsApp campaign.

Timing Your Bulk Messages

The chances of engagement are higher when you send messages at the right times or when users are more likely to be receptive to your messages. Don’t make the mistake of sending messages early morning or late at night as these times are not helpful for engagement.

Message Testing

Messaging is prone to silly mistakes. Errors can happen in various ways, be it related to the format, content, typos, etc. Testing out messages before you send them can greatly minimize those basic mistakes.

Analyze Bulk Message Performance

A regular analysis of how your messages is performing against key metrics is key to improving engagement and gaining valuable insights. Make sure you track metrics such as open rates and click-through rates of your messages to check if they are working fine. Such an analysis is also essential for identifying areas of improvement for future messages. Below is an example of how you can analyze performances of your campaigns. 

Final Thoughts

Sending bulk messages on WhatsApp is a wonderful way to connect with a large audience quickly and achieve great marketing results. With REVE Chat, you find a reliable third-party service provider to send mass messages efficiently. You can trust our tools and expertise to get the most out of the WhatsApp channel.

So, sign up now and see how our engagement tools can help your bulk messages on WhatsApp.

This is where integrating instant messaging (IM) platforms can become the game changer. With real-time interactions, businesses can respond promptly to customer inquiries, collaborate seamlessly across different teams, and foster deeper customer engagement.

If you are still not using instant messaging for your business, you are definitely losing something. Below are some statistics that will show you the importance of IM. 

• According to Facebook, 66% of consumers feel more confident about making a purchase when a company is active on messaging apps.
• eMarketer reports, the number of messaging app users worldwide is projected to reach 3.55 billion in 2024, a 6.1% increase from 2023.

In this blog, you will find everything you need to know about instant messaging platforms. I have listed down the 15 best instant messaging apps for businesses to choose from, their benefits, basic features, and use cases. So keep reading this space to know more. 

What is an Instant Messaging (IM) Platform?

‘An Instant Messaging tool is a software application that enables real-time communication between individuals or groups of people.’

From project collaborations to casual team communications and customer engagement, This IM software has fundamentally changed the way businesses operate. IM is highly beneficial for customer communication, team management, and many business operations, including customer service.

Instant messaging offers several advanced features like file sharing, voice and video calls, and the ability to check when contacts are online. In the upcoming section, we will discuss more about these features. 

Benefits of Instant Messaging Platforms

Messaging apps have become more popular and widely used than social networks. According to the Business Insider’s Report, these apps now have 20% more active monthly users than social networks.

Many of us use social media platforms, but IM apps have become an integral part of our lives, making it almost impossible to opt-out. Consequently, when companies use IM messaging in their business, communicating with this vast customer base becomes much easier.

Let’s look into some of the major benefits of using instant messaging solutions in your business:

Bot Integration for 24/7 Customer Service

Business IM solutions offer several important features, such as bot integration and self-service, that enable businesses to provide instant assistance even after business hours. Customers from different geographic locations and time zones may encounter issues at any time, not necessarily within your business hours.

In such cases, chatbots serve as a savior, offering 24/7 real-time customer service. Automated customer service ensures that someone is available to assist your customers even when your support agents are offline.

Improved Customer Experience

Good IM applications seamlessly integrate with your existing communication platforms and offer you detailed information about your customers like their geographic locations, past chat history, etc. Such information helps customer service agents to tailor the communication messages and offer a personalized experience to each of their customers. 

Better Workload Management

Many times, support agents need to handle multiple customers at a time but they are also human beings and have limitations. Every customer comes with different problems, and solving their issues takes time. In such a case, AI-powered IM tools come in handy. The chatbot automates many of the business operations including customer service and frees up time for agents to focus on other important works.

With integrated FAQs and other information, chatbots can handle multiple customers at a time 24/7, verify customer info, route queries to the right agent, schedule various appointments, etc to manage the workload in a better way.

Enables Customers to Communicate on Their Preferred Channels

IM platforms easily integrate with many of your business systems. Customers can use their preferred IM platforms, such as Viber, WhatsApp, or Facebook Messenger, to communicate with your business. Your agents can efficiently handle and respond to these queries from a centralized point.

Better Agent Productivity

Many AI-powered IM tools offer important features like canned responses and automation that help agents manage their work in a better way to reply faster to customer queries. Canned responses are pre-set replies to common queries that can be sent to customers whenever needed. Such features allow agents to efficiently manage multiple customers simultaneously.

Faster Resolution of Customer Queries

Instant messaging apps enable businesses to respond to customer queries in real time, significantly reducing waiting times. Unlike traditional communication channels like emails, thorough advanced features like text messaging, live calls or multimedia sharing, IM tools allow agents to interact directly with customers and resolve their problems. This immediacy ensures that customer issues get resolved efficiently, improving better experience from the brand.

More Benefits of IM Tools 

• IM tools offer direct messing facilities in real-time to other team members for better work management and exchange of information.
• File sharing capabilities help teams and customers to instantly exchange important information eliminating the waiting time for email response. 
• Group chats facilitate team meetings and brainstorming sessions with internal and external employees in a centralized space regardless of their remote locations.
• Strong security features, such as end-to-end encryption, and two-factor authentication ensure that internal communications remain private and secure.
• Most IM apps are available on mobile devices, enabling employees to stay connected and communicate on the go.

Key Features of Instant Messaging Solutions

Instant messaging platforms offer a bag of great live chat features designed to improve your communication, customer engagement, team collaboration and customer service. Let’s explore the major IM features listed below.

Real-Time Communication

IM facilitates real-time communication through text messages, voice and video calls with your customers and team members.

File Sharing

 You can send files in different formats be it images, videos, GIFs, or links to your colleagues, leads, and customers.

Group Chat

It’s a great IM feature where a group of people arrange meetings or other brainstorming sessions in a private secured platform. 

Screen Sharing

This feature allows you to share your screen with other group members or individuals on a call, facilitating information sharing. Customer support agents can utilize this capability to resolve customer queries more quickly.

Broadcast Messages

With such features, you can send messages, and updates to a large number of groups at a time. The recipients can react to your message with emojis but cannot reply to you.

Bot Integration

Several IM platforms support bot integration that helps to automate many of your business operations including customer service and allows you to offer 24/7 availability even after your business hours.

Integrations

Instant messaging tools seamlessly connect with your existing CRM, helpdesk, and other business applications and allow you to handle everything from a single interface. 

Security

Security and encryption ensure that all your conversations remain private and secure. This feature encrypts messages end-to-end, meaning that only the intended recipients can read the messages. Additionally, two-factor authentication and other regular security updates further safeguard the security and confidentiality of data exchanged on the IM platform.

Accessibility

IM tools are compatible with all devices including desktops, laptops, mobile phones, and tablets. So, both businesses and customers can opt for IM from any of their preferred devices.  

How to Choose the Best Instant Messaging Platform for Your Business?

There are numerous instant messaging solutions available for your business. Choosing the right IM app to meet your business requirements involves carefully evaluating several factors. Here are some tips to guide you in making the best choice:

Features

 Look for IM apps that offer important features like instant messaging, voice and video calling, file sharing, co-browsing, screen sharing and group chats to enhance communication within your teams and customers.

User-Friendly Interface

Your business instant messaging app should offer a user-friendly interface to manage all the interactions from a single place and manage everything without extensive training. 

Integrations

Check if the app integrates with your other business platforms, such as customer engagement software, project management systems, email, and CRM systems.

Customer Service

Consider the IM tools that are useful for both customer service and internal business communication. All-in-one IM apps are always best to pot for.

Security and Privacy

The IM app should also offer robust security features, including end-to-end encryption and two-factor authentication, data protection, and compliance with industry standards.

Pricing

First, determine your main objective for acquiring an IM app. Then, compare the features and pricing structures of various instant messaging business platforms. Shortlist the top two options that meet your business requirements and budget.

Reviews and Ratings

Check for user reviews and ratings on various trustworthy review sites like G2, and Capterra to understand the experiences of other businesses using the same app.

15 Best Instant Messaging Software for Business

Many instant messaging platforms are available for businesses to choose from, but it’s essential to select one that suits your specific needs and objectives. Here are our top 15 picks for the best instant messaging apps to consider. Each of these options is excellent for both external and internal business communication.

1. REVE Chat

REVE Chat is one of the best AI-enabled instant messaging customer engagement software to opt for. It offers IM services on the web, mobile apps, and other social media platforms like Facebook, Instagram, Viber, Telegram, and WhatsApp. 

REVE Chat seamlessly integrates with your CRMs, social media channels, and other business platforms to help you manage all the communication coming from different channels in a single place. REVE Chat’s AI-powered chatbot automates most of your business operations, including customer service 24/7 and when your agents are busy assisting others.

Being a business owner, if you are looking for improved internal and customer communication or seeking to streamline the support process, opting for REVE Chat will be a great investment for improved customer service, lead generation, and great sales. 

Core Features:

• Single Inbox: Respond to offline inquiries as needed, ensuring customers can access these messages when they return.
• Combined Communication Channels: Manage customer interactions across various platforms, including website, mobile app, Facebook Messenger, WhatsApp, Instagram and Telegram.
• Advanced Reporting and Analytics: Monitor real-time online visitors, agent status, channel-wise chat distribution, First Response Time (FRT), Average Response Time (ART), customer satisfaction levels, and more.
• Rich Text Editor: Highlight key information in your replies using a rich text editor.
• Chatbot: Automates your customer service operations and provides instant assistance to customers when your team is not available.
• Live Chat: Lets your customers initiate live chat sessions to interact with the support team for instant assistance. 
• Voice Calls: Customers can initiate voice calls to your support team from the same chat window. 
• Video Calls:  Customers can initiate video calls with your customer support agents directly through the chat interface.
• Co-Browsing: You can view and control your customer’s screen during a live chat session for providing technical support, assisting with online purchases, or demonstrating a product or service.
• File Share: Both customers and the support agents can share multimedia files for better communication and assistance.
• Screen Sharing: Allows customers to share their web screens with agents, thus provide real-time assistance on your website or app.

REVE Chat offers a 14-day free trial to try out all its unique instant messaging features. So, SIGN UP today.

Cons:

• Users might need initial training to understand REVE Chat’s advanced features, but it becomes easy to use afterward.
• As a cloud-based platform, you need an internet connection to use REVE Chat.

2. WhatsApp for Business

With 2 billion active users globally, WhatsApp is one of the most popular instant messaging platforms for businesses. It offers essential features like text messaging, voice and video calls, and file sharing, along with advanced capabilities for marketing campaigns and in-app payments.

WhatsApp offers two options for businesses: the WhatsApp Business App, that is specially for small companies, and the WhatsApp Business Platform, designed for larger enterprises needing to communicate on a larger scale. Business owners can use the WhatsApp Business App to promote their businesses by creating mobile catalogs that display their products or services, including images, prices, and website links. 

Core Features:

• Offers text messaging, group chats, voice, and video calling facilities. 
• File sharing option with videos, images, links, voice notes etc.
• Option to share live locations and contacts and create polls.
• Accepts payments on the same platform. 
• Sharing updates to promote a brand, offers, deals, new upgrades or even behind the scenes of a company.
• All messages and calls on WhatsApp are end-to-end encrypted, ensuring privacy and security.

Cons:

• Privacy Concerns related to data privacy and security.
• Limitation for internal business communication.
• No multi-user support on basic accounts.

3. Facebook Messenger

Facebook Messenger, originally integrated into the Facebook social media platform, is now a standalone app used by approximately 931 million people. This instant messaging app provides text messaging, voice and video calling, and file-sharing capabilities for personal and business use.

Core Features:

• Offers text messaging, voice, and video calling facilities.
• You can share different media files like images, videos, links, documents, etc
• Bot automation feature for offering better customer service and engagement.
• You can manage requests from people who aren’t in your contacts and filter out potential spam messages.
• The Messenger app can be accessed through multiple devices including smartphones, laptops, and tablets.
• You can share your live location with contacts for a specified period.
• Analytics and reposting features to track customer interactions and assess the quality of customer service.

Cons:

• Business messaging offers limited customization options.
• Limited advanced features for team collaboration.
• Privacy concerns and data usage policies
• Not available in countries like China and Russia, limiting userbase.

4. WeChat

WeChat is another excellent instant messaging app with over 1.3 billion monthly active users, primarily from China and other Chinese-speaking communities worldwide. To use WeChat for your business, you need to create an official business account to interact with your customers. WeChat is unique because it offers real-time communication, online shopping facilities, payment acceptance, and can also be used for internal office communication.

Core Features:

• Offers two types of business accounts – a marketing subscription account and a customer support service account.
• Instant messaging facilities including text messages, voice, and video calling.
• Offer group chat facility.
• You can send files in different formats: images, videos, links, etc
• Sharing images, videos, and updates in a social feed.
• Accepts and helps to manage online payments within the app.
• Businesses can place ads in the Moments feed to reach a targeted audience.

Cons:

• As WeChat is mostly used in China, its features are limited in other countries.
• Privacy and Security Concerns
• The different types of accounts and features can be complicated to use.

5. Slack 

Slack is another great internal IM messaging system that you can consider for your business. It helps to manage your internal communication to collaborate with your team, customers, and the partnered companies. It offers private channels to exchange information in real-time and offers two-factor authentication security measures. 

Core Features:

• Instant messaging, voice and video calling facilities
• File sharing including images, videos, links etc
• Audio and video recording options
• Seamlessly integrates with other platforms like Trello, Zoom, Office 365 and Google Drive.
• Slack AI add-on to automate various business operations.
• Includes message threads for more organized conversations.
• Offers Insights and analytics to monitor team performance. 

Cons:

• Can be overwhelming with frequent notifications.
• File management features need improvement
• The free version offers limited customization options 
• Expensive for startups and small businesses. 
• Audio and video call quality needs improvements.

6. Microsoft Teams

With nearly 300 million active users per month, it is one of the best instant messaging platforms for business that seamlessly integrates with Microsoft 365 and offers a comprehensive suite of tools for internal business communication. Teams is an all-in-one platform that combines voice conferencing, real-time chat, voice and video calls, file-sharing capabilities and integrates effortlessly with your existing business systems.

Core Features:

•  Offers group rooms or private chats for internal team communication.
• Text messaging, voice and video calling facilities that include chat history and call logs.
• Offers message formatting with bullet points, code snippets, etc for better engagement. 
• You can schedule team meetings from Teams or Outlook and send meeting invites to external participants via email.
• Meeting recordings and automatic transcription. 
• Calling facility Includes features like call queues, auto attendants, voicemail, and call forwarding.

Cons: 

• Can be tough to use for new users.
• May face occasional performance issues during peak periods.
• Limited customization options for user interface.
• Difficult to set up without a dedicated IT team
• Cluttered user interface can impact user experience.

7. Telegram 

Telegram is a widely used cloud-based instant messaging solution that has gained a substantial user base due to its fast speed, ease of use, and strong security features. It is especially popular in countries with strict restrictions on IM apps. Telegram allows users to send useful content and supports file sharing of any type.

You can easily transform your Telegram account into a business account with which comes dozens of advanced features like chatbot integration, quick relies, customization options etc.

 Core Features:

• Text messaging, voice and video calling facilities.
• You can create groups for up to 200,000 members and broadcast channels with an unlimited audience.
• End-to-end encryption for user security.
• File sharing options.
• Telegram syncs seamlessly across multiple phones, tablets, or computers.
• Built-in photo editor platform.
• All your messages, media, and files are stored in the cloud, allowing seamless access from multiple devices without the need for backups.
• Bot integration to automate many of your business operations.

 Cons:

• Default encryption is not available, users need to enable it manually.
• Security risks due to Unverified Encryption Protocol
• Smaller user base in some regions compared to WhatsApp.

8. Viber

Viber is a popular instant messaging platform ideal for both personal and business communication. It offers basic voice and video calling, text messaging, file sharing facilities and can be leveraged in business for real-time customer interactions, targeted ads, and chatbot integration. With a strong emphasis on security and user privacy, combined with robust multimedia capabilities, Viber stands out as a strong contender in the competitive instant messaging market.

Core Features:

• Supports text messaging with different emojis/stickets, voice and video calling, and group chats.
• Seamlessly integrates with your existing CRM systems to help you keep track of customer interactions.
• Viber Out feature allows for low-cost calls to non-Viber users, including landlines and mobile numbers worldwide.
• Official accounts for companies to interact with their customers.
• AI-powered chatbot integration to automate customer service and other business operations.

Cons:

• Offers limited business features.
• Users may face occasional performance issues.
• Data security and privacy concerns.
• Limited integration options.

9. Clariti

Clarity is a comprehensive instant messaging solution designed for modern businesses, offering a wide range of features to enhance customer service, communication, team collaboration, and productivity while ensuring security and privacy. Being integrated with AI, Clarity enables business automation, more streamlined communication and easily integrates with your existing business platforms. Clarity offers a centralized hub to let your support agents manage all communications from a single place.

Core Features:

• Real-time text messaging for one-on-one or group conversations.
• Text formatting facilities to make messages clearer and more engaging.
• File sharing including documents, images, videos etc directly within chats.
• Facilitates live screen sharing during conversations.
• Consolidates emails, chats, and all social media messages in one platform.
• Internal and external voice and video calls.
• Allows teams to create shared workspaces for different projects.

Cons:

• No mobile app
• Video calling is not available
• Free plan offers minimal features

10. Brosix

Brosix is an instant messaging and team collaboration tool designed primarily for business use. It primarily focuses on offering a secure communication platform with end-to-end encryption and administrative controls, making it a suitable option for companies who are looking to maintain their data privacy and manage team communication effectively.

Apart from real-time team conversation, Brosix also provides a wide array of tools with advanced capabilities like screen sharing, sending broadcast messages options, remote desktop control, and virtual whiteboard making it an ideal choice for many businesses.

Core Features:

• Offers encrypted messaging for data security and privacy.
• Offers voice and video calls.
• File sharing Options.
• Screen sharing to collaborate on presentations, troubleshooting, and internal training purposes.
• features like virtual whiteboards and remote desktop control, for enhanced team productivity.
• customizable Brosix interface.
• Easy integration with other business tools and applications.

Cons:        

• Limited integrations with other third-party apps.
• Free plan offers limited features.
• Limited user base.
• The user interface needs more improvement.

11. Ryver

Ryver is another good option for team communication and collaboration platform designed to enhance business productivity. It is suitable for businesses and organizations of all sizes looking to improve their internal communication and project management workflows.

Ryver’s integrated Kanban board and task tracking keep everyone aligned on the same page. With many advanced features like its data security, integrations, chat, voice, and video communication features, this business instant messaging platform is certainly worth considering.

Core Features:

• Offers public or private channels for team discussions.
• Private messaging option available between individuals or groups.
• Kanban-style boards for effective task management.
• Integrates with various third-party applications.
• File sharing option.
• Texts, voice, and video calling.
• Screen sharing option.
• Customizable user interface.

Cons:

• Limited customization options for task management.
• Complex user interface.
• Offers less advanced features compared to other competitors.
• A bit costly for startups and small businesses.

12. Instagram Direct

As per Statista, “over half of Instagram users worldwide are 34 years old or younger.” So, if you have a younger target audience, using Instagram Direct will be a great choice for you. This instant messaging solution provides a versatile and feature-rich private messaging platform within Instagram, enhancing both your personal and business communication.

Using Instagram Direct, customers can effortlessly reach out to you by sending direct messages via your Instagram profile, stories, posts, and Instagram shop. You can guide customers to initiate DM conversations by incorporating an IG.me link in your emails and on your website.

With a professional Instagram account, you’ll gain more sophisticated messaging features like automated responses, saved replies, thread management, and FAQs.

Core Features:

• Text messages, voice notes, voice and video calling facilities.
• File haring in different formats.
• Users can send disappearing photos and videos that can be viewed only once or twice, enhancing privacy and ephemeral sharing.
• Group chats with up to 32 participants.
• Interactive polls and questions sharing, directly in DMs for better customer engagement.
• Advanced features like automation, quick replies, automated responses, and saved reply templates streamline business communication.
• Integration with Facebook Messenger allows cross-platform messaging for better business communication.

Cons:

• Less visibility
• Per ad pricing is costly
• Limited features
• Less organic reach
• Mobile exclusive app

13. RingCentral

RingCentral is a leading provider of cloud-based communication and collaboration tools designed to help companies of all sizes. It offers a unified platform that integrates instant messaging, video conferencing, file sharing, and voice calls and many other IM features making it a popular choice of many brands. 

Core Features:

• Team messaging
• Video conferencing
• Enterprise-grade voice calling with features like call routing, voicemail-to-email, and call recording
• Integrates messaging, video, and voice into a single platform
• Works with popular business tools like Microsoft 365, Salesforce and Slack
• Centralized storage for shared files and resources

Cons:

• Complex setup
• Small business can find it costly
• Occasional downtime 

14. Google Chat

Developed by Google and integrated within the Google Workspace ecosystem, Google Chat is a widely-used instant messaging software that allows users to send private and real-time messages to individuals or collaborate with teams. With Google Chat you can stay connected anytime, anywhere, while ensuring secure and reliable communication for both one-on-one and group interactions. One of its standout features is the ability to organize conversations by topic, so that you can check important discussions for reference whenever needed. 

Core Features:

• Direct messaging and group conversations
• Interactions can be organized by threads, helping teams keep track of discussions
• Available on web, mobile apps, and desktop
• Integrates with Gmail, Google Drive, Google Calendar, and Meet.
• AI-powered features like smart replies and mentions help speed up responses
• Allows to share documents, images, and other files during chats

 Cons:

• Limited customization options
• Offers limited features compared to other competitors
• Limited search functionalities

15. Mattermost

Mattermost is an open-source instant messaging and collaboration platform built to improve real-time communication and boost productivity for businesses. Known for its flexibility and huge variety of features, Mattermost caters to companies that prioritize customization, security, and seamless integrations. Mattermost offers self-hosted and cloud-based options, making it an ideal choice for industries with strict compliance or data privacy requirements.

Core Features:

• Real-time chat for one-on-one and group communication
• File sharing and team collaboration
• Integrates with tools like Google Drive and Dropbox
• Highly customizable with an open-source architecture
• Offers end-to-end encryption and adheres to industry standards such as GDPR and HIPAA for data protection.
• Available on desktop, mobile, and web platforms

Cons:

• Complicated setup
• The free version offers limited integrations
• Complex user interface

Use Cases of Instant Messaging Solutions

Instant messaging enables businesses to leverage real-time communication for both customer assistance and internal collaboration. These tools enhance customer service, personalize engagement, arrange team meetings, provide product training, and manage various business operations. Let’s explore some of the major use cases of instant messaging platforms.

1. Website

Your website is often the first destination for customers seeking information about your products. Whether they are looking for product details or placing an order, they may need assistance at any time. While other customer service channels like emails or phone calls can be slow, instant messaging provides real-time communication. This allows your customers to easily connect with your agents through live chat, voice, or video calls for instant assistance.

2. Internal Communication and Team Collaboration

Instant messaging tools significantly help you to enhance internal communication and collaboration by facilitating real-time conversations, quick decision-making, and seamless project management. For example, your teams can use IM platforms like Microsoft Teams to arrange team meetings for discussing updates, brainstorming sessions, and coordinating tasks efficiently. 

These tools also integrate with other project management systems, allowing team members to track progress and meet deadlines collaboratively. Features like voice and video calls, group chats, screen sharing, meeting recordings, video conferencing, and file sharing improve internal communication. 

3. Mobile App

Many companies offer mobile apps in addition to their websites, enabling customers to browse products directly within the app. These mobile apps often include instant messaging features, allowing customers to easily contact customer service from their mobile devices when required. Customers can make voice and video calls and chat in real-time within the app, just like on the website, ensuring easy access to customer support.

4. Marketing Activities

Instant messaging tools help businesses in their marketing and brand promotions. From personalized campaigns, broadcast messages, and event invitations to customer feedback collection, automated follow-ups, and real-time engagement, many instant messaging apps do these all.

For example, WhatsApp helps companies to send tailored promotions and product recommendations directly to customers’ devices, ensuring higher engagement. Through broadcast messages sent through IM apps, you can announce upcoming sales, new product launches, etc. Apart from that, integrated chatbots help to automate customer service and many business operations. 

Wrapping Up!

If you’re wondering whether your business needs an instant messaging platform, the answer is a big ‘Yes.’ To help you choose the best fit for your needs, we’ve listed the top 12 instant messaging platforms, highlighting their standout features and potential drawbacks. Platforms like REVE Chat is an excellent option, offering instant messaging, voice and video calls, a chatbot, and a ticketing system—all in one place. Want to try it out for yourself? SIGN UP for your FREE TRIAL today!

Instant messaging comes as a savior here. Quick, effective, and efficient real-time communication is important for companies to stay in the long run and instant messaging works wonders here. 

As per Statista, WhatsApp led the global mobile messenger app downloads, exceeding 51 million. Snapchat, a social and communication app, ranked second with about 41 million downloads, while Telegram secured third place with roughly 36.7 million downloads.

So, we can see that instant messaging has become an integral part of our daily communication. Be it casual chats with our friends or critical business discussions, IM has transformed the way we interact, breaking down geographical barriers and enabling real-time connectivity. 

In this blog, we have provided a comprehensive overview of instant messaging, covering how it works, its advantages, effective business strategies, and a review of the top five instant messaging platforms with practical examples. So, keep reading this space to know more!

What is Instant Messaging?

In simple terms, Instant Messaging or IM is real-time communication over the internet through a standalone app or an integrated chat feature within another application. Apart from text messages similar to SMS, it also offers voice and video calling facilities. 

With IM, two or more people can chat with each other in real time. Apart from chatting, voice, and video calling, instant messaging apps also offer files, links, images, and video sharing facilities making it an excellent instant communication tool suitable for both personal and business use.

Types of Instant Messaging

Instant messaging apps have seen a surge in popularity, continuously advancing with new features and functionalities. These versatile tools come in various types, each designed to meet specific needs and preferences.

From basic text messaging to rich multimedia interactions, instant messaging enhances both personal and professional communication.

IM apps can be standalone, like WhatsApp, or embedded within other applications to provide diverse functionalities. Let’s explore the different types of instant messaging in more detail.

Social Media Messenger

Integrated instant messaging within social media platforms enables both private and public communication. These social media IM apps are widely used for personal and business purposes. Platforms like Facebook and Instagram provide advanced features that allow companies to engage with customers in real-time, enhancing customer engagement and instant assistance. 

Features such as video and voice calling, along with bot integration, have elevated customer service to new heights. companies are leveraging these platforms to acquire leads and convert them into loyal customers.

Examples: Facebook Messenger, Instagram Direct, LinkedIn Messaging, Snapchat, WhatsApp etc. 

Email Messengers

It combines the traditional email system with instant messaging features, creating a hybrid communication tool that merges the formality and structure of email with the speed and real-time communication of instant messaging. These platforms are particularly useful for business environments where quick communication is needed, but a record of conversations is also important.

Most email messengers come with advanced features like voicemail, file sharing (often supporting large files up to 2 GB), address book integration, and customizable status messages. They also provide access to specialized chat rooms for topic-specific discussions, fostering better collaboration and focused communication within teams.

Examples: Google Chat, Microsoft Teams, Slack, Front etc.

Video Messengers

Video messaging allows users to initiate and record video calls offering the flexibility of asynchronous communication. This means users can record and send a video message, which the recipient can view and respond to at their convenience. These video messaging apps also support voice and video calls, as well as the sharing of video and audio files. They are compatible with various devices, including mobile phones, tablets, and computers.

Examples: Zoom, Microsoft Teams, Viber, Signal, Telegram etc.

Key Features of Instant Messaging 

For internal business communication and offering instant customer support, instant messaging has proven to be exceptionally beneficial. We can say that IM tools has made business communication effective and easier like never before.

Apart from chat, more advanced features like customizable notifications, chatbot integration, options for current location sharing and even accepting payments have made instant messaging a must-have component of business communication. Let’s delve into the advanced features of instant messaging in detail.

Real-Time Communication

It allows real-time conversations among users facilitating quick and effective communication. It is one of the most important features of instant messaging that enables users to send and receive messages immediately, without any noticeable delay. This feature allows for instant exchange of text, images, videos, voice messages, and more. 

Live Chat

Be it one-on-one or group chat, this is one of the best features that instant messaging offers. Live chat not only provides instant assistance to customers but also facilitates group chats where two or more people can join a common environment to discuss matters, share information, and work seamlessly.

Voice and Video Calls

Apart from text-based communication, IM also offers video calls, voice chat to facilitate more expressive and personal interactions. Thanks to the VoIP (Voice over Internet Protocol) technology, with IM tools you can initiate calls over the Internet for immediate, real-time interaction, which is beneficial for both personal and professional contexts.

These IM features allow you to connect from different locations, arrange meetings, and collaborate with employees in various geographic areas fostering stronger relationships and facilitating remote work.

File Sharing

File sharing allows you to easily send different types of documents, links, images, videos and GIFs in real-time to one or many people at a time through the IM messaging interface. With end-to-end encryption, it’s one of the most secure ways to send any type of file to your contacts.

Screen Sharing

Customer support agents often struggle to resolve issues due to miscommunication and the inability to fully understand the problems of customers. Screen sharing is a valuable IM feature that addresses this challenge. It allows you to share your screen with others during a voice or video call, and vice versa. It facilitates faster issue resolution, enhances business presentations, and aids in explaining concepts to team members.

Typing Indicators

This feature is available in most of the instant messaging platforms that show in real-time when one user is actively typing a message. This feature adds a layer of interactivity and anticipation to the conversation, letting users know that a response is on its way.

Group Chats

Instant messaging supports group chats, enabling multiple users to join in a single real-time conversation. This feature is perfect for team discussions, brainstorming sessions, or socializing with friends and family.

Emojis, Stickers, and GIFs

Users can make their conversations more engaging and expressive by adding emojis, stickers, and GIFs to their messages. These multimedia elements add personality and emotion to instant messaging conversations.

Security and Privacy

Many IM services also offer end-to-end encryption, that ensures only the sender and recipient can read the messages. This feature protects conversations from eavesdropping and unauthorized access, enhancing privacy and security.

6 Key Benefits of Instant Messaging

During the COVID-19 pandemic, when we were all staying home and avoiding physical contact, instant messaging helped us stay connected with our loved ones and enabled businesses to communicate with their customers.

It has become even more popular post-pandemic. It not only helps businesses to communicate with their customers and partners in real-time but also employees sitting in remote areas can complete their tasks on time as they don’t need to wait anymore for email responses. 

Let’s into the benefits of instant messaging in detail. 

Instant Communication

Instant communication allows company employees to converse with their colleagues in real-time, regardless of their physical locations. This helps them complete tasks more efficiently, as they don’t have to wait for email confirmations in certain situations. With instant messaging, you can easily talk to your customers and colleagues and execute seamless business operations.

Improved Productivity at Work

Many instant messaging tools like REVE Chat, Slack, and Flock come with advanced chat, security, and collaboration features that help you to run your business operations and team workflows smoothly. You can use IM platforms to arrange team meetings, brainstorming sessions and share quick updates enhancing team collaboration.

Secured Messaging

IM offers end-to-end encryption, that makes it a secure method for sharing sensitive information and ensuring that conversations remain private. So, you no longer need to worry about the privacy of your information while communicating via chat, voice, or video calls.

Better Communication

When you use IM tools to communicate with your customers or colleagues, you not only get to chat but also can share files, images, videos and other communication faster. This not only enhances the quality of personal interactions but also ensures that messages are perceived more effectively, quickly, and accurately.

Accessible on Every Device

In a collaborative study by Samsung and GfK Public Communications and Social Science, 93% of participants reported that they check their work updates on their mobile phones. Our mobile phones always come in handy when we want to opt for real-time communication and the best part is instant messaging can be done on every device, be it desktop, laptop, mobile phone or laptop.

Call Records for Future Reference

IM tools help you to record the complete conversation for future use. The call and message records help companies recall important details, monitor the team’s performance, and pinpoint communication loopholes for further improvements. 

In sum up, instant messaging offers numerous benefits, including real-time communication, improved workplace productivity, chat records for future reference, secure messaging etc making it an excellent platform for businesses.

How Does Instant Messaging Work?

Instant messaging platforms are crafted to enhance both business and personal communication.  IM can be used for one-on-one and group discussions. Instant messaging requires both senders and receivers to have an internet connection and install an instant messaging app on their devices, whether it’s a mobile phone, desktop computer, laptop, or tablet.

Instant messaging tools depend on several complex protocols like XMPP (Extensible Messaging and Presence Protocol) and encryption standards such as TLS (Transport Layer Security) to ensure that messages are secured, encrypted, and delivered successfully ensuring privacy.

Next, let’s understand how instant messaging functions:

Step 1: Download & Installation

Firstly, you need to download and install the instant messaging app ‘client’ on your computer, mobile, or tablet. Next, using a proprietary protocol, the IM app will connect to the server. 

Step 2: Sign Up

 Once the IM app successfully connects to the server, you will be asked to enter your name and password to sign up. For future visits, you will need to log in using these credentials. Once verified with your login details, you will be instantly logged in.

Step 3: Data Collection and Contact Sync

Next, the IM app will collect other information like the total number of ports, your contact list, your computer’s IP address, etc, and send it to the server. Once you open the list, you can see your contact list within the app itself. 

Step 4: Server-Side Contact Sync

The server creates a temporary file to store your connection information and contact list. It also checks if any of your contacts are currently logged in. If they are, the server sends a message to the client with the logged-in user’s contact info and shares your contact info with your online contacts.

Step 5: Initiating a Chat and Sending Messages

To start a chat, click on the name of the person in your contact list. A window will immediately open where you can type your message. Once you’ve finished typing, click “send” to deliver the message to the recipient.

Step 6: Message Encryption and Server Processing

When you type a message on your IM app and press the SEND button, that specific message then gets encrypted and goes to the IM service’s server for further processing. 

Step 7: Routing and Delivery to Online Recipients

In that phase, the IM server checks for the receiver’s availability and routes the message. If the receiver is online, the message gets sent directly to his/her device. There the message gets decrypted and displayed on that specific IM application.

Step 8: Conversation Expansion and Message Viewing

The recipient can also respond to your message in the same way. As the conversation progresses, the window expands, allowing both of you to scroll up and down to view previous messages and respond to current ones. When you have finished the conversation, you can close the message window, go offline, or exit the app.

Text Messaging Vs Instant Messaging

Text messaging and instant messaging both fall under the umbrella of digital communication, but they differ significantly in terms of use, features, use cases, and technologies. Here’s one visual chart for your better understanding!

Let’s take a closer look at the basic differences outlined here.

Definition: Text messaging refers to the traditional SMS service, where the sender and receiver exchange text messages via cellular networks.  In contrast, instant messaging involves real-time interaction over the Internet using messaging apps.

Network: For instant messaging, you need to have an internet connection, but for sending text messages, a cellular network will be required.

Software: For IM, you need to download instant messaging apps like WhatsApp or Facebook that allow real-time communication over the internet. In the case of text messaging, you need to have built-in SMS software on your mobile phone. 

Cost: Text messages may incur charges per unit or according to your mobile plan, with increased costs for international SMS. They are also limited to 160 characters per message. In contrast, instant messaging requires only an internet connection on your device, and communication—whether voice, chat, or video call—is free of charge.

Features: The features of text messaging or SMS are very limited. You can only send texts and in some cases certain emojis. While IM offers a wide range of advanced features like chat, voice and video calls, files, links, GIFs, voice messages, videos image sharing, etc.

5 Best Platforms for Instant Messaging

Next, let’s explore our top 5 picks for the most popular IM tools that you can use for your business. All these examples of instant messaging tools are great options for both internal and external business communications. 

1. REVE Chat

REVE Chat is one of the best AI-powered omnichannel instant messaging and customer engagement platforms that allows you to offer real-time assistance on your website, mobile app and other social media platforms like Facebook, Instagram, telegram, Viber and WhatsApp.

Your customers can reach out to you through their preferred platforms be it social media, your website, or through emails. Replying to all those queries and managing your customer service efficiently, REVE Chat offers seamless integration with most of the IM platforms. Your support team can manage all the customer interactions from a single interface and offers real-time assistance.

REVE Chat’s AI-powered chatbot is also there to automate your instant messaging services whenever your agents are busy assisting others or after your business hours. 

Key Features:

• Voice calls 
• Video calls
• Live chat
• Co-browsing
• Screen sharing
• File sharing
• Chatbots
• Ticketing system
• Reporting and analytics
• Customization
• Queuing

REVE Chat offers a 14-day free trial to try out all its unique features. Want to give it a try? SIGN UP today.

2. Slack

Slack is a good IM tool widely used by many businesses around the world.  With advanced features like direct messaging, voice and video calls, and screen sharing it enhances communication among team members.

Users collaborate on Slack by creating channels focused on specific tasks or projects. It also has a powerful search feature, making it easy for users to find messages, files, or any other information within their channels.

Key Features:

• Allow users to create separate channels for communication
• Direct messaging
• Voice and video Calls
• Screen sharing
• File sharing and storage
• Integration with other tools
• Search functionality
• Slackbot and automations
• Workspace customization

3. WhatsApp

With 2 billion active monthly users, chances are very high that all your target audience use WhatsApp for their personal and professional use. It is a great IM tool that lets you chat, make voice and video calls, group chats, share files and accept payments on the same platform. 

For companies, WhatsApp has special business tools: the WhatsApp Business App is suitable for small businesses and the WhatsApp Business Platform is for medium to large enterprises.

Key Features:

• Voice and video calls
• Text messaging
• Group chats
• File sharing (images, videos, GIFs, links etc)
• Accepts payments
• Location sharing
• Voice messages
• Status updates
• Contact sharing 

4. Facebook Messenger

The IM tool on Facebook refers to Facebook Messenger, an application that is developed by Facebook for instant messaging, voice calls, and video calls and file shares. Chances are high that your business has a Facebook page and customers land on there to check your news feed.

Facebook Messenger is a great help for them to get in touch with you if required from the same platform. It’s also compatible with mobile phones and tablets, making it easy to communicate on the go.

Facebook Messenger is a versatile and widely used communication tool that integrates seamlessly with your Facebook social network, providing a comprehensive platform for both personal and business communication.

Key Features:

• Text messaging
• Voice and video calls
• Group chats
• Multimedia sharing
• Sharing stories
• Chatbots and automated responses
• Location sharing
• Accepts payments

5. Microsoft Teams

Developed by Microsoft, Microsoft Teams is a great instant messaging and team collaboration platform that offers workplace chat, audio and video meetings, file storage, and application integration. With nearly 300 million active users/month, Teams offers 200+ integrations for better productivity and enhanced functionality.

Key Features:

• Text messaging
• Group chats
• Screen sharing
• Recording
• Outlook and other official apps integration
• File storage

How Instant Messaging Impacts Customer Service

Customers expect instant responses to their queries. As per Econsultancy, live chat has the highest satisfaction levels for any customer service channel, at 73%, compared with 61% for email and 44% for phone. So, you can see, customers are also preferring live chat over any other support channels to get their problems sorted out fast.

For businesses, also offering customer support through instant messaging is a great help because it not only offers instant assistance but also its cost-effective, easily manageable, and comes with many great features like voice and video calls, file sharing, screen sharing and many times can be integrated with chatbots to automate customer service. 

IM helps customer service in so many different ways such as:

Better Efficiency at Work

IM tools allow support agents to interact with multiple customers at a time from a single interface. As the interaction is real-time, the responses from the agents’ side are faster compared to other support channels like emails or phone calls.

Also as one agent can handle up to 10 customers at a time, the waiting time for others is less. So it easily improves the productivity, efficiency, and quality of services at work. 

Convenience for Customers

As IM is compatible with all devices (desktop, laptop, tablet, and mobile phone), customers can reach out to a business’s customer service department using their preferred device, from anywhere and at any time. On the other hand, support agents also can handle multiple chat requests at a time and manage everything from a single place. 

Personalized Communication

IM allows support agents to offer more personalized customer services to their clients as they can address the clients by their names. The IM tools also offer call and chat logs to keep track of past interactions with the customers. Based on such references, the agents can recall past interactions and personalize the conversation with a specific customer.

Improved Customer Satisfaction

Instant messaging helps companies to make their customers happy and satisfied. A company that is always available for help easily wins the hearts of its customers. Firstly, IM offers real-time assistance and enables the support teams to offer best-in-class services to their customers. We all expect instant assistance and when we get it, we become happy. 

Secondly, as discussed in the previous point, IM tools save customer information like their names and contact details, past chat history, etc. that work as references and helps agents to offer more personalized services to the customers.

Cost Reduction

As instant messaging allows agents to support up to 10 customers simultaneously, it reduces the need for additional manpower, saving on labor costs and minimizing total communication time. This efficiency eliminates the need for extensive customer service infrastructure and the recruitment of a large workforce to manage customer queries. In summary, it significantly saves both time and money.

Seamless Integration with Other Systems

You can easily integrate the instant messaging tools with other platforms like various CRM software, ticketing systems, and other customer support tools, to ensure seamless customer service. 

When you integrate IM with CRM systems, your agents can access complete customer profiles, including their past interactions and purchase history, enabling more personalized and effective support. You can not only offer real-time assistance but also can manage all interactions from a single interface. 

Real-time Examples of Companies Using Instant Messaging

With the advantages that instant messaging platforms offer, such as real-time assistance and enhanced customer engagement, more and more companies are adopting them. 

In this article, I’ll provide examples of two renowned companies that have effectively leveraged instant messaging, reaping significant benefits. These examples will help you understand how they are using IM to proactively reach out to their customers, offering real-time support and resolving issues within minutes, ultimately earning their trust and loyalty.

1. Decathlon

 As one of the leading sports goods retailers in the world, Decathlon manages a large volume of customer queries daily. Customers increasingly expect instant responses, and the traditional methods of phone or email communication were proving too slow. 

How are they using IM?

To help so many customers in a better way, Decathlon adopted WhatsApp for live chat assistance. They also implemented bot automation to handle more generalized inquiries, allowing their customer service agents to focus on more complex queries.

 With instant messaging support via WhatsApp, Decathlon was able to reduce their average customer handling time by 50% and maintain a customer satisfaction score of 4.4 out of 5 specifically on the WhatsApp channel.

2. Nike

We all know Nike for their outstanding advertising strategies, but their approach to customer support is equally noteworthy. They utilize instant messaging platforms like Twitter to provide top-notch assistance to their customers, reinforcing their reputation as a customer-centric brand.

How are they using IM?

Nike maintains a dedicated Twitter account specifically for handling customer issues, making it clear where customers can go when they need help. For example, a customer who purchased a pair of tennis shoes that ripped within a year of purchase reached out to Nike on Twitter.

A support agent promptly responded, inviting the customer to continue the conversation via direct message to resolve the issue.

This is a great example of how companies can show concern, display friendly and empathetic behavior, and ultimately solve customer problems efficiently.

3. Super

SuperTravel is a service offered by the company Super, which offers customers exclusive travel deals. It operates as a digital travel agent, allowing users to book flights, hotels, and other travel-related services.

How are they using IM?

Here the customers select their destination and travel dates as per their preference and then use SMS, Messenger, or WhatsApp to chat with their support team for similar deals or to receive instant, personalized support.

Super exclusively uses one-on-one messaging to communicate with customers, which allows them to offer lower rates by avoiding the costs associated with maintaining a physical storefront.

4. Discount Mugs

It is an online retailer specializing in customizable promotional products and personalized items such as drinkware (mugs, tumblers, water bottles etc.), apparel, bags, office supplies, and various promotional items that can be customized with logos, text, or artwork.

How are they using IM?

Since they have live chat assistance on their website, there is a 40% reduction in customer support phone calls, as their agents can efficiently handle multiple inquiries through live chat instead.

To ensure every customer query gets addressed properly, Discount Mugs asks for an email address right away so an agent can follow up if the ongoing live chat session gets disconnected unexpectedly. Also with triggered campaigns that proactively display relevant messages to customers.

How Secure is Instant Messaging?

Instant messaging is invaluable for both personal and business purposes, making it an integral part of our daily lives. However, alongside the many benefits and advantages of IM, there are also potential security risks. 

The security of IM depends on several factors, including the app you use, app and mobile settings, and your own usage habits. Though instant messaging itself is equipped with higher security features like end-to-end encryption, and two-factor authentication (2FA), it’s essential to follow some basic guidelines to ensure that your information and personal details remain safe. We will discuss more about the Dos and Don’ts of IM in the next section.

The Dos and Don’ts of Instant Messaging

As more companies have already adopted instant messaging for business communication, many may still need to fine-tune their IM etiquette. To ensure effective use in the workplace, it’s important to set some ground rules.

While instant messaging is common in our personal lives, using it for business requires a different approach. To assist you, we’ve compiled a list of essential dos and don’ts to follow.

Dos of Instant Messaging

Here is a list of things that you can follow while using IM platforms in your business:

Be Professional

Always maintain a professional tone in your language even for casual interactions. Remember that here you are not using IM for personal chats. Treat this platform as professionally as you use email for communicating with customers and other business partners. 

Keep It Short and Simple

Always try to be specific. Respond in a maximum of two sentences. Don’t make it too long. Your communication has to be focused especially for group discussions to avoid confusion. 

Use Appropriate Channels

Understand when to use instant messaging. Many times emails, phone calls, or in-person meetings are more beneficial. It depends on the situation. Instant messaging is great for quick questions or updates but might not be suitable for more complex discussions.

Check Your Message Before Sending

Double-check your messages for typos, tone, and clarity before hitting the send button. Professionalism counts, even in quick messages. So, make it a point to send error-free messages. 

Select a Professional Username

Always use a straightforward and professional name—avoid fancy or flashy ones. Such names not only appear unprofessional but also make it difficult for others to recognize you. This is especially important when communicating with customers or other business partners.

Always Logout Before Leaving Office

Always follow this practice to avoid two issues. First, customers might see you as available when you’re not and expect an instant response. If they don’t receive one, they could feel disappointed.

Additionally, from a security standpoint, logging out is important to prevent someone else from sending unwanted messages on your behalf.

Use Strong, Unique Passwords

Ensure your IM accounts are protected with strong, unique passwords that are difficult to guess. Avoid using the same password across multiple platforms. Update your passwords every three months to reduce the risk of password hacking.

Don’ts of Instant Messaging

Here are some essential don’ts for using instant messaging in a business setting:

Don’t Share Sensitive Info

Never share passwords, bank details or credit card details over chat, voice and video call even if it’s end-to-end encrypted.

Don’t Reuse Old Passwords

Setting the same password for multiple accounts is not a good idea. If one account is hacked, all your other accounts become vulnerable too. Once a hacker gains access to one account, they can easily breach the others. It’s safer to create separate, unique passwords for each of your accounts.

Avoid Clicking on Unknown Links

Many times, we get links from unknown or untrusted sources can lead to phishing websites designed to steal your personal information or download malware onto your device. ven if a message seems trustworthy, always verify the source and ensure the website is safe before clicking on any links.

Avoid Download Unverified Attachments

Never download attachments from unfamiliar contacts as they may contain harmful software that can damage your device, steal your information, or compromise your security. Always download attachments from trusted sources,and scan them for malware before opening.

Never Use Public Wi-Fi Without Protection

Public Wi-Fi networks are often less secure compared to private ones. If you need to use public Wi-Fi for instant messaging, make sure that you are using a secure Virtual Private Network (VPN) to encrypt your data and protect it from being intercepted.

Never Forget to Enable 2FA

Always enable 2FA from your setting before you start using IM platforms for business communications. Enabling Two-Factor Authentication (2FA) is a crucial step to enhance the security of your instant messaging (IM) account.

2FA adds an extra layer of protection beyond just your normal password protection. It asks for a second form of verification before granting access to your account.

The Future of Instant Messaging

With its advanced features and numerous benefits, instant messaging is set to become a prime platform for businesses to invest in, leveraging its capabilities for better engagement with customers. The future of instant messaging is destined to be shaped by several key trends and technological advancements such as:

• Instant messaging will become increasingly dynamic, incorporating high-quality videos, voice, and images as standard features.
• AI-driven chatbots and virtual assistants will be more advanced, handling customer service inquiries, offering recommendations, and automating routine tasks seamlessly within messaging apps.
• With growing privacy concerns, end-to-end encryption will become the norm, ensuring that only the sender and recipient can read messages.
• We will get more IM app options that offer seamless integration with eCommerce platforms and payment systems, enabling us to shop and complete transactions without leaving the app.
• The distinction between messaging apps and social media will continue to blur, with a greater focus on sharing multimedia content and engaging with communities directly within these platforms.
• Additionally, augmented reality will enhance messaging experiences with AR filters, stickers, and effects in real-time during video calls or while sharing media.

Given these trends and rising customer expectations, it will be crucial for companies to adopt effective and innovative instant messaging strategies to remain competitive in the long term.

Wrapping Up!

In this blog, we have gone through the multifaceted benefits of instant messaging (IM), explored its diverse types and platforms, unique features and potential limitations. This comprehensive understanding should help you identify the IM solution that best aligns with your business objectives, whether you’re aiming to enhance internal communication, elevate customer service, or streamline operational efficiency.

As a cornerstone of modern business communication, instant messaging is not just a tool—it’s a strategic asset that can significantly influence your brand’s long-term success. Ignoring its potential means missing out on opportunities to foster more dynamic and responsive interactions. 

Its impact on both personal and professional interactions is only set to grow. With the continued evolution of messaging services and the introduction of advanced features, IM is poised to play an increasingly pivotal role in shaping the future of business communication.

Both live chat and instant messaging offer real-time interaction, but they serve different purposes and can greatly affect customer satisfaction. A study by HubSpot found that 82% of consumers expect an immediate response from brands on sales or marketing questions, highlighting the need for instant communication.

Live chat vs instant messaging, deciding between these two isn’t always easy. That’s why, in this blog, we’ll break down the differences between the two and help you decide which one is right for your business. By the end, you’ll have a clear understanding of which option to choose and when. So, let’s dive in!

What is Live Chat? 

Live chat is a real-time messaging tool designed for businesses to communicate with visitors and customers directly on their website or app. It’s similar to a small chat box appearing on a website, allowing you to talk instantly with a customer service agent or chatbot.

Many e-commerce websites and company websites have live chat functionalities. For instance, while browsing a clothing website, you might notice a chat window pop up in the corner of your screen. You can use this window to ask a customer service representative about sizing or the latest offers. The representative will reply to you when they’re online or during business hours.

What is Instant Messaging (IM)? 

Instant messaging (IM) is a form of online chat that allows for real-time text-based communication between two parties. It’s like having an ongoing online conversation, similar to a text message conversation but on a dedicated platform. 

For example, popular instant messaging apps include WhatsApp, Facebook Messenger, Telegram, and WeChat. These apps allow you to chat with friends, family, colleagues, or anyone else on your contact list, as long as they have the same app installed.

The Differences Between Live Chat and Instant Messaging (IM)

Despite both being essential in customer engagement, few factors show the differences between Instant Messaging and Live Chat. 

Let’s give you some insights into these factors:

Live Chat and Instant Messaging: Which One is Better? 

Here comes the dilemma when you have to choose between Live Chat and Instant Messaging. They both have their own sets of advantages and disadvantages. Let’s look at some examples, 

Live Chat Advantages

There are several benefits of Live Chat for a business. Here are some of the most prominent ones.

Convenient for Everyone

Live chat is right there on your website, making it super easy for customers to ask questions or get help. No need to switch apps or open another window—just type and go. This convenience can make a big difference in customer satisfaction.

Increases Sales and Prevents Cart Abandonment

With live chat, you can engage with customers who might be on the fence about making a purchase. A quick nudge or answer to a question can turn a hesitant shopper into a buyer, reducing cart abandonment rates.

According to a Forrester study, 44% of consumers say that having the ability to speak to an agent in the middle of an online purchase is one of the biggest advantages of live chat.

Cost-Effective

Compared to phone support, live chat can handle multiple conversations at once, making it a cost-effective solution for businesses. It’s like having one customer service rep do the job of several.

Automated Triggers and Rules

Many live chat systems allow you to set up automated messages based on customer behavior. For example, if someone lingers on a product page, a chat window can pop up asking if they need help. This can proactively address issues before they even arise.

Advanced Reporting

Live chat platforms often come with robust analytics. You can track customer satisfaction, response times, and common issues. It allows you to continuously improve your service.

Quick Resolution of Errors

Problems get solved fast in live chat. Whether it’s a wrong order or a technical glitch, customers can get immediate help, reducing frustration and improving their experience.

Live Chat Disadvantages

Despite these advantages, there are also disadvantages that businesses must be aware of before investing in Live Chat for their WordPress website.

Quality Control

With live chat, it’s crucial to maintain a high standard of service. Since agents handle multiple chats simultaneously, it’s easy for quality to slip, especially if they’re under pressure.

Limited Availability

Live chat typically operates during business hours, which means customers looking for help outside of these times might not get the assistance they need. This can be frustrating for those in different time zones.

Can Set False Expectations

The promise of instant help can sometimes backfire if agents are too busy or if the issue is too complex to solve quickly. Customers might expect more than what’s feasible. It can lead to disappointment.

Time Wasters

Some customers may use live chat for non-serious inquiries, taking up valuable time that could be spent helping others. This can reduce efficiency and lead to longer wait times for other users.

Instant Messaging Advantages

Instant messaging brings a wealth of benefits for businesses. Let’s dive into a few of the key advantages.

Comfortable Communication Style

Instant messaging feels more informal and personal, making it a comfortable way for customers to communicate. It’s like texting a friend—quick, easy, and familiar.

Access to Past Conversations

One of the best things about instant messaging is that you can scroll back and see past conversations. This helps both customers and businesses keep track of what’s been discussed, so there’s no need to repeat information.

Offline Messages

Unlike live chat, where the conversation ends when you close the window, instant messaging allows you to leave messages even when the other person is offline. This ensures that your queries or concerns are addressed as soon as the recipient is available.

Technical Assistance

Instant messaging is particularly useful for tech support, where customers can send screenshots or videos of their issues. This visual aid helps in diagnosing and resolving problems more efficiently.

Instant Messaging Disadvantages

Whenever you introduce a new platform, process, or tool to your business, it’s crucial to weigh the possible drawbacks to determine if it’s the right fit. Here are some challenges that might come with using instant messaging for business purposes.

Unauthorized Access

Instant messaging apps are not immune to security risks. Unauthorized access to conversations or data breaches can be a concern, especially if sensitive information is shared.

Increases Distractions

With constant notifications and the ability to have ongoing conversations, instant messaging can become a distraction, pulling you away from other important tasks.

Ineffective Tool for Mass Communication

Instant messaging works great for one-on-one conversations, but it’s not ideal for reaching a large audience at once. For businesses looking to broadcast information to many people, other channels might be more effective.

So, which one do you think is the best? 

The best one is when you combine them. You need to know that Instant messaging is the improved version of Live Chat. It has all the features and facilities of Live Chat. By merging Live Chat and Instant Messaging, you enhance their performance, capitalizing on their strengths and remedying their weaknesses.

Scenarios for Using Live Chat vs. Instant Messaging (IM)

To clarify your confusion further, let’s look at the best scenarios where you may use Live Chat and Instant messaging. 

When to Use Live Chat:

• Customer Support

If you’re browsing an online store and have questions about a product, live chat can connect you instantly with a representative. 

• Technical Assistance

Live chat can provide immediate support when experiencing technical issues on a website or app. For instance, if you’re having trouble with an online payment, a live chat agent can guide you through the process in real-time.

• Sales Inquiries

For businesses, live chat is useful for answering potential customers’ questions. 

When to Use Instant Messaging (IM):

• Personalized Communication

 IM makes conversations more casual. It is great for businesses to create a strong bond with the customers and build personalized communication. The flexibility of IM and Live Chat combinations brings a sense of comfort among the users. 

• Group Coordination

IM apps are ideal for coordinating activities or sharing group information. For instance, you can use Telegram to organize a group project or WeChat to share important updates with a community group.

• Ongoing Conversations

IM allows for ongoing, flexible conversations. Unlike live chat, which is often used for specific issues, IM is perfect for keeping in touch over time.

REVE Chat: The Blending Strength of IM and Live Chat 

REVE Chat version 4.0 has introduced the greater benefits of Instant messaging (IM) and Live Chat in one place. Now you can finally experience a customer engagement platform that caters to urgency and convenience at the same time. You no longer need to switch between apps. 

Moreover, the integration of IM and Live Chat functionalities brings forth a host of benefits. Users can enjoy instant access to relevant information, prompt responses to queries, and proactive support, all within a single intuitive interface.

The Benefits of IM and Live Chat Augmentation with REVE Chat

The augmentation of Instant Messaging (IM) and Live Chat functionalities with REVE Chat offers a multitude of benefits, revolutionizing the way businesses and users engage in real-time communication:

1. Forget Offline Barriers

In the latest iteration of REVE Chat, version 4.0, the distinction between Instant Messaging (IM) and Live Chat dissolves, presenting users with a seamless communication platform. Now, customers possess the autonomy to send messages at their convenience, while agents can access these messages even when offline, responding promptly based on priority. 

2. Continuous Conversation

In the past, customers engaging through IM platforms might find their messages lost or overlooked amidst ongoing conversations. However, with the integrated approach, users can seamlessly transition between Instant Messaging and Live Chat functionalities without losing continuity. 

This cohesive experience not only ensures that customers can continue their conversation without interruption but also enhances their overall satisfaction 

3. Access Chat History 

Users can effortlessly access and review their entire conversation history, regardless of whether it occurred through IM or Live Chat. For example, a customer who initially reaches out via IM to inquire about product specifications can later switch to live chat for detailed assistance. 

In both scenarios, the entire conversation thread, including messages exchanged through both channels, is stored and readily accessible. This comprehensive conversation history not only enhances transparency and accountability but also enables users to seamlessly pick up where they left off. 

Final Note

Live Chat and Instant Messaging stand out as two pivotal channels in customer interaction, each with distinct characteristics and advantages. Live Chat, with its real-time nature, caters specifically to customer support on websites, providing immediate assistance to inquiries. On the other hand, instant messaging fosters personal communication, allowing users to engage asynchronously at their convenience.

While both channels have their merits, the question often arises: which is better? The answer lies in recognizing their respective strengths and weaknesses and leveraging them synergistically. By merging Live Chat and Instant Messaging, businesses can create a robust customer engagement platform that combines the immediacy of Live Chat with the flexibility of Instant Messaging.

REVE Chat version 4.0 exemplifies this integration, offering users the best of both worlds. Seamlessly blending Instant Messaging and Live Chat functionalities, it eliminates the need for toggling between platforms, ensuring a cohesive and efficient communication experience for both customers and agents. Book a demo to experience it yourself. 

FAQs

Why should businesses consider using both IM and live chat?

Combining IM and live chat offers flexibility, and broader reach, and caters to different customer preferences for communication.

Can using both IM and live chat improve response times?

Yes, it allows businesses to manage customer inquiries more efficiently and reduce wait times by leveraging both channels.

Which is faster: IM or live chat?

Both can be fast, but live chat is designed for immediate responses, whereas IM can be more flexible and allow for delayed responses.

Can IM and live chat work together to improve customer retention?

Offering multiple, convenient communication options can enhance customer loyalty and retention by improving their overall experience.

How can IM support live chat during offline hours?

IM can take over when live chat agents are unavailable, providing continuous support and reducing the risk of lost inquiries.