With technology evolving day by day, new developments are being made to align with today’s fast-paced society and especially with remote work culture where we don’t meet people as often as we used to. Any business or organization must take this into consideration to keep up with the current trends. One of the notable evolvements that occurred is the means of communication. The way we communicate with one another changes as technology evolves.
Calls, formerly, were the most common way for businesses to communicate with their customers, however, it has been revealed that 87% of the 97% of customers who reject calls from businesses, said they do it frequently. It is either due to them not wanting to answer an unknown number or them being busy when the call is made, either in a meeting or busy with something else. This shows why businesses should focus on utilizing new ways of communication more of asynchronous ways of communications where recipients will answer when they have time.
This brings us to Enterprise Messaging Gateways. What is it? And what are its types?
What is Enterprise Messaging Gateway?
Connecting with customers is important for any business to be close to them, and it can happen in many ways, not only calls. It can be using emails, text messages, WhatsApp messages, Mobile app push notification.
Enterprise Messaging Gateway does exactly this with a variety of connection options and integration channels to provide enhanced notification and response capabilities.
It is designed to assist businesses in efficiently communicating with their customers in the most convenient way possible for both parties. Messaging Gateways are not only powerful and configurable, but they’re also cost-efficient. Through them, companies could send a message to multiple people at once either by SMS, email and/or push notifications. This solution helps you communicate with not only customers but also your employees. With the increasing number of employees working from home, Enterprise Messaging allows you to communicate with your coworkers in real-time, providing you the ability to resolve urgent matters or to inform staff of any important updates.
Previously, phone calls had always been considered the greatest way for businesses to offer customer service, address problems, and promote new products and services, however, if they continue to do so it will only harm them than do any good.
Many customers prefer texting in their day-to-day life rather than receive phone calls, 96% of respondents find phone calls to be troublesome. Therefore, opting to text or email your client is better and can guarantee a response or interaction from them. Through Messaging Gateways, you’re able to send a high volume of messages at once, and with the correct system in place, you can track performance and cut costs by monitoring data in real-time. This could be achieved by all kinds of Messaging Gateways.
So, what are the different kinds of Messaging Gateways?
3 Channels of Messaging:
SMS: First, we have SMS, it’s a telecommunications protocol that allows computers to send and receive individual or bulk short messages to or from a mobile phone anywhere in the world. Statistics reveal that 98% of text messages are opened and have a 19% click-through rate. These numbers encouraged many businesses to change their way of communication. There are many perks to this kind of channels, you can send up to thousands of messages at once which is known as Bulk SMS messages, it’s helpful in promoting a new product or service, appointment confirmation/cancelation, or notifying your staff about any urgent matter or update. This is great because 48% of people prefer direct communication with brands via text message rather than receiving a call. Also, you could opt to have a Two-way SMS that allows customers to send comments and complaints to a customer service. This is a great way to enhance the relationship with your customers.
Emails: The second type of messaging is communicating via email. A Statista report revealed, that the secure email gateway market is expected to reach around $5.6 billion in 2024. Despite emails not being the most used type of communication by society, it is still beneficial for many types of services. Many businesses send monthly to weekly newsletters via email, and it is recommended to always keep your content short and interesting to guarantee that your customers are up to date with the latest news and offers. Furthermore, it is being used for Multi-Factor Authentication (MFA) and a method for delivering One-Time Passwords (OTPs). An important tip is to choose the correct time to send your emails. And With Email messaging you have the option to schedule your emails ahead of time to be delivered.
Push Notification: Finally, is receiving a message via push notifications. Nowadays everybody is on their phone the majority of their day, making it more than likely to notice a push notification. Ranging from banks, hospitals, universities, and brands, they all have the option to send a push notification to their clients through a gateway. It could either be a reminder for bill payments to advertising for a current sale, it is beneficial all-round. You can trust that a message will be delivered to an individual when you use Push Notification Gateway. It is the best option for an immediate and appealing way of sending a message to customers’ cellphone screens. Statistics show that there is a preferred time for customers to receive push notifications, %38.38 claimed they prefer receiving them on the weekends, and %38.66 prefer them in the mornings. Taking this into consideration will help you receive a better response rate.
Deciding to make use of messaging gateways and taking this step will help you in the long run to gain and retain customers as phone calls are rapidly becoming obsolete. It’s an effective way of communicating with your employees as well in such new remote work culture. Being up to date with society will make it easier for you to reach a wider audience, and messaging gateways can achieve that through a secure email, instant messaging system or mobile push notification. Many companies provide the services of Enterprise Messaging Gateways such as Cerebra Technologies product: LinQ2.
Take this step for effective communication!
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