How to manage the flow of customer messages and reduce your response time?

The more customers you have, the more requests you will receive. Good organisation is a must if you want to manage the increasing number of messages your company receives. In this guide, discover the three best ways to optimise the way you respond to your customers and save precious time.

Why is it crucial to respond quickly to your customers?

Would you take the risk of making a purchase from a business whose products you like, but whose customer service is terrible? The same applies to your customers!

To ensure good customer service, it’s essential not to overlook the speed at which you handle your customers’ (or potential customers’) requests. Being responsive is an advantage for your brand in several ways:

Also note that receiving a prompt response is an integral part of Internet users’ expectations. Your responsiveness is not a ‘bonus’ in consumers’ minds, but a necessity! If they do not hear back from you after a certain amount of time, your potential customers won’t hesitate to reach out to another company to get what they need. 

Here is a summary of the maximum response times expected by online users when they ask a business a question:

How to manage your business messages effectively: three habits to adopt 

Each business has its own system to manage customers’ requests as quickly as possible. Here are Partoo’s tips to maximise your efficiency and reduce your response time. You can, of course, combine these three approaches to speed up the handling of requests even further!

Centralise the messages you receive

Your customer messages likely come from all sorts of platforms: Instagram, Facebook Messeger, WhatsApp, and perhaps even text messages. But did you know there are solutions to centralise all of these into a single interface?

Centralising your business messages on one platform offers several significant benefits:

• Save time: No more switching between multiple apps to respond to your customers – everything is gathered in one interface. 
• Improve team collaboration: All team members responsible for replying have access to a single inbox with the same information and conversation history. This streamlines collaboration and prevents duplicate responses. 
• Enhance the customer experience: Customers value getting quick responses to their questions, no matter the communication channel used. With faster request processing, communication becomes more efficient, leading to higher customer satisfaction and an increased likelihood of your customers coming back to your business thanks to your impeccable customer service!

The feature Partoo Messages was designed to streamline the management of interactions with customers. It allows you to centralise all the conversations, no matter the platform (Facebook Messenger, Instagram Direct, your website…) in a single interface. 

The tool allows you to empower your on-site teams: grant access to your location managers and assign each conversation to the right person. Whether at headquarters or locally, you stay close to your customers!

Automate your conversations

Automating message delivery is a major asset for businesses looking to improve customer service and optimise their resources.

To better manage a significant number of conversations, opt for automation! The benefits include:

• Improving your customer service with 24/7 availability: with automation solutions and chatbots, you remain accessible at all times, boosting customer satisfaction.
• Increasing the speed of your responses: not only are you available around the clock, but you also can become a model of responsiveness with instant replies.
• Boosting your team’s productivity: with automated messages, your customer service can focus on high-value tasks like resolving complex issues rather than treating simple queries.

Partoo’s Conversation Starters, for instance, are here to initiate conversations and handle your recurring requests. Your competitors may already be using message automation. Align yourself with your customers’ new expectations while freeing up your time and your mind!

Use AI to respond to messages

The integration of artificial intelligence (AI) in customer conversations is transforming how businesses interact with their customers. Beyond simply automating responses to questions, AI enables truly personalised replies, far more advanced than those generated by basic algorithm-driven bots.

AI-powered virtual assistants can now understand natural language, analyse complex requests, and provide relevant responses in real time.

At the same time, AI collects valuable data on customer interactions, allowing your business to refine its marketing strategy and gain deeper insights into market needs. 

Jim, Partoo’s AI agent, allows both big brands and retailers to automate up to 70% of their conversations with their customers thanks to artificial intelligence.

Embrace the shift to conversational marketing with Jim, the latest addition to our Messages product suite. With Jim, your business can stay at the forefront of technology, deliver exceptional customer service, and accelerate growth!