What is Real-Time Messaging?
Real-time messaging is the simultaneous exchange of text or media messages between two or more individuals. Whether we choose to engage on messaging apps such as iMessage or WhatsApp or prefer social media messengers such as Facebook Messenger or Instagram messages, real-time messaging has become a popular method of communication in our daily lives. Businesses too are now jumping to offer customer service using real-time messaging, in a bid to engage easily with their customers.
Why should businesses need Freshchat real-time messaging?
Think back to the time you needed to verify your online purchase details, but there wasn’t a live agent to help you out. You couldn’t go ahead with your purchase without your question being clarified, so you didn’t make the purchase. That business lost you as a customer that day.
When customers go unattended, they are likely to leave and never come back. So choosing the channel that offers the highest rate of customer service resolutions is essential for a business. Businesses that face long wait times, high volumes of queries, and queries outside business hours will significantly benefit from a real-time messaging solution.
The Freshchat real-time messaging solutions can take customer service a step further. It can give information to customers before they interact with an agent. The information offered can be as small as setting a response-time expectation to an AI chatbot that can instantly answer the customer. Sign up for free
|Traditional Real-Time Messaging||Modern Real-Time Messaging|
|Synchronous messaging requires both the sender and receiver to participate in the conversation at the same time.||In asynchronous messaging, the sender can post as many messages as they want, and the receiver can reply to them when available.|
|The absence of a receiver means there will be no conversation. The sender has to wait for the receiver to be online to send messages.||The absence of the receiver does not affect anything, and conversations can still be relayed and can be replied to when the receiver is available.|
|The sender and receiver can only talk to one person at a time.||The sender and receiver can chat with multiple people concurrently.|
Here’s how you can use messaging software to offer high-quality, real-time messaging-based customer service.
- Response Expectation
- Priority Inbox
- Business Hours
- Live Translate
- Canned Responses
- Hallway Bot
Freshchat is home to state-of-the-art modern messaging. Every feature listed above is used by customers every day to offer real-time support. You can get started with Freshchat with a 21-day free trial. After that, you can choose which features fit your arsenal in offering high-quality, real-time customer service and pick a plan that works for your business.