Business messaging is a huge pain point for many organizations. And that’s hardly surprising. When a big company needs to communicate with lots of individual customers — often via multiple members of staff — things are bound to go wrong.
Not only is communication spread across multiple platforms and messengers, it’s also rife with lost or deleted messages. And on top of that, there’s confusion over which staff member is handling which customers. The result: patchy customer service, lost business, and inefficient staff.
Why is Business Messaging So Hard To Manage?
In the old days, communicating with customers was simple. Either you sent a letter in the mail, or you spoke to them on the phone. Maybe this wasn’t the most efficient or customer-friendly system, but it was easy to manage.
But now? It’s a different ballgame. Customers want to communicate using a host of different messaging apps. Sales and customer service staff want to keep customers happy, so they oblige… often using their personal devices.
We’ve seen dismissals over WhatsApp messages already, and they won’t be the last. Many industries face huge fines for non-compliance and misuse of customer data, and the potential for sensitive information to be leaked or lost is significant.
Suffice to say, it’s a bad idea for staff to communicate with customers using disparate apps. Leaving aside the legal issues, communicating via multiple apps also introduces new problems. It’s hard for multiple staff to interact with a customer when previous communications are stored on a colleague’s device. And when there’s no facility for the organization to access those communications, income (and customers) can easily be lost when staff members move on.
And when a customer starts sending messages from multiple apps? Things get really complicated.
The Solution: A Federated Messaging Orchestration Platform
At this point, putting the business messaging ‘cat’ back in the bag isn’t going to work. Customers demand the ability to communicate with companies using messengers. In many parts of the world, it’s the only communication channel they will accept. Failing to comply could easily result in lost business.
So what’s the solution? A Federated Messaging Orchestration Platform (FMOP).
Federated — A single interface enables communication with customers using multiple messengers.
Messaging — Covers all customer and internal communication through messengers.
Orchestration — All communications data is centrally controlled, configured, stored and managed.
Platform — Everything is combined into a single, easy-to-use application.
An FMOP combines all B2C and internal communications using messengers like WhatsApp, WeChat, Telegram, Line and others into a single, user-friendly platform. It supports multiple communication types — text, voice, and file transfer — and enables both one-to-one and group chats.
This has the effect of removing the barriers that stand in the way of seamless B2C communication. It makes it easy for staff to communicate with customers, and gives them instant access to past messages — even those exchanged with a colleague. That means:
- No more personal device usage by employees
- No missed, lost, or deleted messages
- Absolutely no lost or misused customer data
- No more customers forced to use additional apps to contact your company
An FMOP also supports chatbot functionality and integrates seamlessly with other business systems: CRM, data monitoring and others. This enables organizations to develop powerful business messaging protocols and makes it simple to turn messaging data into actionable business intelligence.
Of course, functionality isn’t the only concern. Older communication channels like email have a host of available controls to ensure all messages are secure, compliant, and free from data leakage. FMOPs mirror this functionality for messengers, drastically reducing the risk associated with using them.
Smarter Business Messaging with LeapXpert
LeapXpert is a pioneer in the FMOP space. Developed to solve a genuine, previously unserved need, LeapXpert enables organizations to communicate with customers in the way they want, without compromising on data privacy or compliance.
Your staff get instant access to all customer communications, and it’s easy for multiple staff to communicate with the same customer. Employees can access LeapXpert using their desktop or work mobile device, making LeapXpert far more user-friendly than disparate smartphone apps.
On top of that, LeapXpert provides:
- Centralized control and oversight of all messenger-based customer communications
- Guaranteed secure and compliant communications, with full encryption and data ownership
Best of all, you’ll never have to fire any staff members for communicating insecurely with customers!
To talk with one of our experts about how LeapXpert can revolutionize your customer communications, get in touch using the contact form below.