Instant messaging (IM) is ubiquitous today and a primary means of business communication. The younger member of today’s workforce grew up with IM, but even more experienced professionals use different types of IM constantly. If you don’t believe me, ask yourself when was the last time you sent or received a text, used Skype for Business, Slack, HipChat, Trillian, or any of the range of other choices available on your smartphone, tablet, or computer.
The Benefits of Instant Business Communications
Think about the IM tools you use every day that help drive sales: smartphones, unified communications (UC) with Slack or HipChat, Skype four Business, Web Real-Time Communication, and a wealth of other options. Here are three examples of how to drive revenue with IM:
1. A sales representative is on a phone call with a prospect when she asks a technical question that leaves a huge obstacle to advancing the sales process. Still, on the phone, the sales rep sends an IM to a technical marketing engineer or subject matter expert (SME) for an instant answer, gives the client that answer, and then closes the deal. Consider the online chat option on many e-commerce websites. This easy access to sales call center or inside sales agents gives the prospect instant gratification and eliminates having to wait in queues for a response. It can also prevent lost sales.
2. In a call center, a salesperson receives a call from a repeat customer. The internal system uses IM to show the customer’s call history, purchase history
3. In a call center, a salesperson receives a call from a repeat customer. The internal system uses IM to show the customer’s call history, purchase history, and service history, creating a personalized user experience that drives customer satisfaction and increases repeat sales. The call center agent can immediately process the incoming call, personalizing the interaction so that the client feels valued.
4. A member of the sales team is trying to save a high-value account but doesn’t have the authority to provide sufficient discounts or service guarantees to satisfy client demands. IM provides immediate access to decision makers in an organization and accounts and sales can be made more quickly.
