Boost your customer engagement with messaging channels in Zoho SalesIQ

The average customer learns about your business from various sources, including print and digital ads, social media, and your website. So why limit how they contact you? With messaging channels in SalesIQ, you can give your customers the convenience of chatting with your business on their preferred instant messaging (IM) apps like Facebook Messenger, Instagram, WhatsApp, LINE, WeChat, and Telegram.

These customer engagement channels help your marketing team plan their strategy and reach their target audiences, your sales team get more leads, interact and close deals faster, and your support team instantly resolve customer concerns.

The best part? You not only get to engage your prospects and customers on their favorite messaging channels, you also get to manage all this communication from a single place, automate them with chatbots, and even route incoming chats to live chat agents or departments based on the topic, business function, location, or channel. Customer communication on your messaging channels is also augmented by integrations with your payment and order management software, CRM, help desk tool, and even internal databases.

Now let’s look at all our messaging channels in detail.

Engage your Facebook followers with the Facebook Messenger channel

Take advantage of the largest networking software—over 2 billion daily active users—to broaden your market reach while being a reliable source for people to contact.

With our Facebook Messenger integration, your Facebook followers can directly chat with your business and you can instantly respond to them from a single dashboard on SalesIQ. You can also help your prospects and customers find the right products by configuring your chatbot to suggest products in an easy-to-view carousel format based on their requirements. 
 

Make your Instagram profile a revenue machine

Since Instagram is now the hub of most home bakers, boutiques, and other small businesses, customers looking for these products/services typically start their search there alongside Google. Establishing your presence on Instagram can give you that much-needed boost and determine the fate of your business. 

At the same time, you must be active on the platform and keep a tab on inquiries and orders from prospects and customers. You could lose these prospects to a competitor if you take more than a day to respond.

We have a simple yet effective solution for this—the SalesIQ-Instagram integration. Read a theoretical use case of how Katherine, a budding entrepreneur, used this messaging channel integration to jumpstart Lutum, a pottery company.

Let privacy-conscious customers reach out to you on Telegram

With all the data privacy concerns around social media/IM apps, many have stopped having critical communication on these messaging channels. But that doesn’t mean these customers should always have to come to your website for a simple clarification.

 Let your customers contact you from their trusted instant messenger app with the SalesIQ-Telegram integration.

Increase your approachability with WhatsApp

With over 2 billion users, WhatsApp is the most used instant messaging channel. That means having a WhatsApp account for your business/brand will make you much more approachable in the minds of your customers. But that could also mean a huge influx of messages from them. 

Route all incoming messages to the right agents or departments and instantly respond to them from within SalesIQ with our WhatsApp Business integration.

Connect with customers seamlessly on LINE

Tap into the extensive user base of one of the world's most popular instant messaging platforms—LINE.  Create a different LINE channel for each of your brands in SalesIQ and effortlessly connect and interact with prospects and customers who use LINE as their primary messaging app, from within SalesIQ. 

Enhance your reach with WeChat

Looking to expand your business to China?  You can't go wrong with adding WeChat to your sales and customer engagement strategy, with over a billion global monthly active users, 80% of which is from China. 

But how would you manage the sudden influx of chats from this messaging channel? With the SalesIQ-WeChat integration, of course! Connect WeChat to your SalesIQ portal to manage customer communication from WeChat and all your other messaging channels from a single place.

Cover the basics with website live chat

Your website is the first impression a person gets about your online presence. However, even a beautifully crafted site won’t convert your online audience into customers if it doesn’t have a way for them to connect with you!

SalesIQ’s powerful live chat is what you need to bridge this gap. You can customize the live chat messenger to fit your branding and place it on your website with a simple copy-paste action to give your prospects a channel to reach you.

Cater to your mobile app users with our mobile SDK

In the digital era, where everything is optimizable for your mobile, shouldn’t customer engagement also be? Easily extend all the benefits of SalesIQ to your mobile app and connect with your customers and prospects using Mobilisten, our live chat mobile SDK available for Android, iOS, React Native, Cordova, and Flutter.
 

Automate chat resolution on your messaging channels with chatbots

Being available to prospects and customers on social media and instant messaging channels also means a sudden influx of messages from prospects and customers, which you need to be prepared to handle. No matter whether you're a solopreneur, part of a small business, or an enterprise, hiring people to handle a surge in chats is not economically or practically feasible when there's a more efficient solution that costs nothing.

Deploy conversational chatbots on your website, mobile app, and instant messaging channels—WhatsApp, Instagram, Telegram, and Facebook Messenger—to handle routine inquiries like details on the products/services you offer, availability, delivery dates, store hours, and more. You can even program your chatbot to take orders from customers. With chatbots in place to handle most of the communication on these customer engagement channels, you can focus on actually running your business.
 

We’re not done! While we come up with more messaging channels, try these out and let us know your feedback in the comments below.

Related resources:

What is omnichannel customer service?