6 Reasons SaaS Companies Need In-App Messaging

SaaS companies earlier viewed in-app messaging as an add-on rather than a necessity. Today, in a completely changed world and with people prioritizing services differently, communicating directly with customers in real-time is a sine qua non for growth.

Many brands already embraced automatic messaging and integrated it into both their social media and customer service strategies in order to accommodate the large number of interactions and services required.

While many are just starting to fully adapt, your company can’t be left behind. Of course, you too need to optimize communication with your SaaS company, so we’ll show you the top reasons to adopt in-app messaging and become a reference in your workspace. Let’s see how.

1. Optimizing responses with a multi-user system

One of the most important reasons to use internal messaging programs is that they are multi-user, meaning that more than one user can have an account within the tool and reply to messages from your connected social networks. For example, more than 5 people can be connected to the same Slack, WhatsApp, Facebook, or Telegram without having to directly open accounts in social networks.

By allowing multiple people to participate, you can set up a solid customer support system that will not let any customer contact get lost in the shuffle. You’ll also have multiple features for sales or customer services, such as metrics, autoresponders, and even CRM.

In-app messages have a great advantage: depending on which one you use, you can automate or semi-automate your processes. Semi-automation is always best because today’s potential customers prefer to talk to people at some point.

Many have automated routing that can quickly take care of your customers and assign them to the team they want to talk to (sales, support, complaints, etc.). This way, your processes are simplified and your efficiency is maximized.

3. Improving customer retention and loyalty

Capturing your customers’ attention long enough to make an impression can be a challenge in itself, but in-app messaging solves that problem. Instead of making big changes at the marketing level, create small moments that have a big impact on customers.

Speed, convenience, expert help, and friendly service are key elements to creating a memorable customer experience. With in-app messaging, you can easily customize proactive instant messages, automation flows, and bots to create memorable customer experiences that create lasting customer retention.

For example, your SaaS company can share status and delivery updates with customers via WhatsApp. You can use an automated instant messaging stream to send customers the answers they have been looking for most without having to ask for them.

This seamless customer experience can lead to a significant drop in support tickets and complaints in general. A satisfied customer stays with you for the long haul.

3. Providing real-time service

It can take a normal customer service team hours and hours to respond to a request made through a website. This time means you lose opportunities for sales or loyalty, as the user is served with delay.

A digital messaging service allows you to give an automatic and immediate response without the need for a team to be available 24 hours a day, reducing labor costs greatly. In addition, they can learn from previous interactions with the customer to provide personalized service and fluid communication.

You have more tools than ever to communicate with a customer and, more importantly, give them an immediate and satisfying response. In 2022, no one has time for phone calls, automated announcements, and the dreaded music on hold.

Convenient and fast instant messaging facilitates almost face-to-face interaction between you and your customers in a straightforward way. Customers can interact with your brand and contact customer service to resolve issues in their own time and through a familiar channel.

Make the most of it for your SaaS company

In-app messaging has become an indispensable resource for sales and customer service in the SaaS world. Direct communication will always increase the productivity of your business.

However, it’s not enough to install any messaging system and then let contacts migrate. If you really use this tool together with a good SEO and/or communication strategy, it will help you build a solid bond with your customers and give your brand more attention in the long run.