In an era where remote work is becoming increasingly prevalent, various industries are embracing the convenience of working from a distance. In the realms of business and commerce, communication with clients and sales transactions often occurs remotely. This work format necessitates a substantial volume of online communication, and for this purpose, convenient tools are indispensable. Besides email, messengers and social networks are frequently employed for remote communication.
Messengers stand out as the most convenient services for swiftly addressing issues and maintaining constant communication with colleagues and clients. Beyond calls and messages, messengers offer additional services such as video conferences and file sharing.
We reached out to IT specialists to understand which messenger features are worth paying attention to for enhanced efficiency in working and communicating with clients. We also explored the potential new features that might emerge in these applications in the near future.
According to Vage Zakaryan, Head of Development at Gem Space superapp, dictates that more business processes will soon flow through messengers and other communication applications, with traffic in these services continuing to grow. Zakaryan explains, “We are developing not just a messenger; our Gem Space application is a superapp, a multifunctional communication tool. This format was chosen in response to user requests and needs. Users are getting used to having many services in one application, solving various issues within a unified ecosystem. Today, our application stands out among communication services with an extensive array of diverse services, divided into several sections.”
Zakaryan details the “Talk” section, which, in addition to regular communication, enables video conferences for up to 1000 participants, all free of charge. For businesses and entrepreneurs, this is a significant advantage, considering that most similar services are paid. Gem Space also features a comprehensive blog platform, allowing authors to build an audience and monetize their content. As for new services, the superapp plans to expand its “Communities” section, a novel service scarcely found elsewhere, offering users the ability to create their virtual space within the super app
When it comes to customer service, messengers can also serve as valuable aids. Personal communication with clients and partners in a format convenient for them, be it through video calls or text, is possible. This allows for the quick resolution of customer issues by sending photos, videos, and links. Additionally, communication within messengers is perceived by people as personal communication, fostering a more trusting and open exchange.
Jane Parker, Sales Director of the cloud data management service “B2C Liner,” views messengers and social networks as excellent platforms for sales. She notes, “A few years ago, social networks were seen by businesses as tools to increase visibility. Today, they are a full-fledged channel for lead generation and sales. Through messengers, one can send newsletters, commercial proposals, and more. They also serve as marketing tools, facilitating easy feedback collection, potentially replacing large and complex marketing research.”
Promptness in messengers is crucial for mitigating negative customer experiences. Customers often resort to leaving negative reviews when dissatisfied. In such instances, companies must take the initiative, reassure the individual, demonstrate care, and offer a suitable solution – actions that can be easily organized through messengers, positively impacting the brand’s reputation.