How to Enhance Customer Messaging Experience to Boost Engagement


India is quickly growing to become one of the most promising markets for both business owners and investors. While the market may be complex due to its highly diverse population, it is also filled with tons of untapped niches that you can capitalize on. 

Given the local government’s support for businesses, it is also easy to go about and set up your very own in the country. While India may not have been the most attractive opportunity for investors in the past, it has now become a massive ecosystem of businesses with start-ups continuously emerging.

In today’s technological and fast-paced world, customers want instant responses and quick service. Now, more than ever, businesses are searching for a contact center solution India has to offer to address the growing demand for fast communications. 

In order to build customer loyalty, you will need to reach the right audience and send the right message to leave an impact so that they can maintain interest with your brand.

Nailing the customer messaging experience is crucial to building strong customer relationships. However, managing conversations at a scale are far more challenging than it sounds, so here are a few tips and tricks that you can use to keep your customers engaged.

Time is Gold

Similar to how you have to be strategic about when to launch a product or release a new marketing campaign, you also have to understand the right time to send a message. 

To do this, you have to map out the customer journey and think about the touchpoints where you may be able to empathize with your customers. The idea is to understand what your consumers need before they realize it, so you can improve the customer experience. 


For example, add in a button to schedule an appointment instantly or provide suggested replies, so you can immediately address their queries. Depending on the nature of your business, there are many ways for you to be proactive and anticipate what can make your customers happy.

At the same time, it is equally important to get back to your customers as soon as possible. If they have a question about your product, they naturally want a quick response, or you risk losing out on a potential customer. 

One way to avoid this is to automate some conversation patterns with chatbots, which you can set up with rich communication services (RCS).

Personalization Is In

One of the best ways to forge strong customer relationships is to personalize your interactions. Personalized marketing has proven to be effective in attracting online shoppers, and the same can be said for business messaging. 

Being able to communicate with customers on a personal level adds a human touch that makes the conversations feel more natural. Likewise, it is an empathic approach that helps you understand your customers’ genuine needs.

There are many ways to personalize your messages without necessarily responding to each conversation manually. For example, customer representative agents can sign their name on messages when tending to queries, so that customers know who they are talking to. 

Similar to how you can add personalized messages to customers when they visit your site, you may also be able to automate some parts of your interactions. You can get help from a company specializing in such business messaging and offer a contact center solution in India. The more personal you are with customers, the more they will feel that they are genuinely valued!

Analytics is Essential

Keeping track of your conversations and messages is important to see if your current strategy is working or not. With advanced platforms like RCS, you can get access to messaging analytics, which helps you monitor your customer interactions. 

Naturally, you want to make sure that your customers are receptive to your messages, or all your efforts will be fruitless. In a way, you can think of your messaging strategy as another form of marketing to boost customer retention. 

Every time you launch marketing campaigns or implement new strategies, you have to monitor real-time results to see if you are getting your desired results. The same principle applies to business messaging as you want to make sure customers are happily interacting in your conversations.

Through the insights gained from analytics, you can then tailor your strategy to fill possible gaps or address problems that you may have observed. Ultimately, your goal is to improve customer experience and engagement, so only by tracking analytics will you be able to deliver the best possible experience. 


Author’s bio: Ester Adams is a farmer of words in the field of creativity. She is an experienced independent content writer with a demonstrated history of working in the writing and editing industry.  She is a multi-niche content chef who loves cooking new things.