Customer Service Glossary
Table of Contents

    What Is Asynchronous Chat?

    Asynchronous chat, or asynchronous messaging, is a communication method that occurs on an instant messaging platform, via email, or over SMS text conversation. “Async messaging” doesn’t require both parties to be active at the same time to engage in conversation. Instead, messages are placed in queues and move through processing without an immediate answer. 

    Asynchronous messaging enables users to send a message and perform other tasks while waiting for a response. After receiving an answer, the first user can reply at a convenient time without ending the conversation. Asynchronous chat includes some of the most popular communication methods, such as texting, emails, and sending instant messages through a website-based chat, Facebook Messenger, or WhatsApp. 

    Companies worldwide have begun to incorporate asynchronous chat into their customer service offerings for two significant reasons: the free-flowing conversations are convenient for customers and efficient for customer service agents. 

    Through asynchronous messaging, customers can contact customer service agents to ask questions, resolve issues, and reach satisfactory solutions in record time. In addition, asynchronous messaging combines the flexibility of AI-powered customer service with the empathy, understanding, and connection of human support. 

    Why Is Asynchronous Chat Important for Customer Service?

    Asynchronous chat plays a crucial role in modern customer service departments. The communication solution facilitates convenient agent-customer interactions without the time and hassle of a phone call or email exchange. 

    Other benefits of async instant messaging include:

    1. Improved Customer Satisfaction

    Studies show that 42% of customers prefer to contact support agents through async chat, and with good reason. The convenient messaging solution fits into their schedules and works well with their mobile phones, where shoppers spend most of their time. 

    Customers can send a query to a support agent, then go about their personal and professional lives without scheduling a timeslot to address an issue, receive technical support, or purchase a product. 

    2. Increased Agent Productivity

    Asynchronous messaging increases agent productivity, reduces attrition, and boosts morale, thanks to the efficient, convenient, and high-touch environment that it creates. Asynchronous contact center representatives typically satisfy customers more effectively as well, creating a positive cycle with each interaction.

    3. Lower Operational Costs

    Asynchronous chat can boost customer satisfaction and organizational bottom lines. The convenient communication method enables businesses to hire fewer call center employees due to the efficient and highly productive support platform. As a result, companies can slash employee hours by as much as 20% while minimizing company infrastructure and office space. 

    4. Boosted Efficiency

    Companies that switch to async chat call centers often see significant improvements in their efficiency. Asynchronous messaging allows customer service to manage more customer interactions at once. For example, customer service agents can respond to one customer query, then use the pause as the customer writes back to respond to another shopper’s message.

    In addition, agents typically provide solutions and resolve complaints more quickly. Studies show that asynchronous messaging enables contact centers to increase their conversations per day from 35.2 to 40.8 while decreasing the cost per contact from $3.43 to $2.94. 

    5. Streamlined Customer Experience

    Finally, asynchronous chat creates a better customer experience. The instant messaging support service enables customers to contact agents on their schedules and at their convenience from a mobile device. 

    Further, companies can pair asynchronous messaging with a customer relationship management (CRM) platform, which stores customer information and creates detailed profiles on each user. Agents can seamlessly pick up conversations where they left off, provide personalized service, and offer customized recommendations based on previous purchases, buyer behavior, and demographic characteristics. 

    Why Businesses Have Transitioned to Asynchronous Messaging in Customer Service Departments

    Asynchronous messaging represents a substantial shift from telephone- and email-based customer support to mobile-friendly, always-accessible service. Your company can incorporate asynchronous messaging into your in-house or outsourced contact center to streamline the customer experience and provide convenient, high-touch service whenever and wherever customers need it. 

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