What is meant by business messaging?

Business messaging refers to a variety of channels via which businesses and customers can interact. SMS or text messaging is the most popular method of communication. Shipment reminders, promotional incentives, marketing offers, and scheduled appointments are all things we have dealt with. These are the types of messages we usually identify with business communication. Business messaging can take place on any digital platform where your consumers already spend some time, with the expectation that communication will be two-way. Business messaging brings comfort and simplicity to customers. Customers expect comfort from pre-sales and post-sales engagements with businesses as they do with friends and family. In addition, messaging is the favored method of contacting a firm for 66% of buyers. Here are a few examples of popular business messaging situations.

• A subscriber to security systems who requires assistance in putting up his new recording device.
• A buyer on your webpage, who needs assistance discovering a product, requests assistance via online chat.
• An applicant gets texted by a loan approval officer to turn in missing papers to complete an application.
• To deliver one-to-one customer care, direct messages are exchanged on social media sites such as Facebook and Twitter.
• An air conditioning firm is scheduling an installation session for a new unit.
• To avoid incoming phone calls, a business communicates shipping and delivery information to customers ahead of time.

How does business messaging impacts revenue growth?

The top priority for businesses is to increase income. Every tactic and strategy has a method for that final moment. Companies frequently contemplate adding a new line of products or services, as well as increasing prices, to boost income. Sure, those routes may lead to more cash, but they are not the most straightforward. Creating a new item or product portfolio can be a significant time and financial investment, with the risk that buyers will not purchase it. Customers are irritated by price rises, and some may switch to opponents. Some folks wish to buy what you currently have, as well as existing consumers who may return more regularly.

Many businesses are now focusing on consumer engagement as a method to acquire more customers and boost their buying regularity. This is where your message will have the most influence. Messages allow customers to interact with your organization whenever, wherever, and however they want. Queries from potential buyers can be addressed with flexibility, quickness, and efficiency. Loyal clients receive prompt support and service when they need it, which means they will come right back for more and tell their friends about how fantastic you are. Take the following scenarios and how your company can use business messaging to help clients get closer to making purchases:

• When customers can receive the information they need to decide on a supplier, service providers win. With business messaging, buyers can easily schedule an interview to receive the estimates. Messaging eliminates interruptions and dropped calls, which otherwise causes customers to look for other options.
• Messages are used by businesses in the tourism and hospitality sectors to give a great customer experience from the first encounter. Questions about temperature and cancellation rules are swiftly resolved. This allows interested parties to jump right into the booking system with confidence.

Positive messages

Favorable messages are those that are expected to elicit a moderate to positive reaction from the audience. Regular or pleasant news is frequently used in positive communications. Congratulations, approvals, recommendations, simple credit applications, and credit confirmations are examples of communications that could be sent. Rejections that are somewhat usual or anticipated may also fall into this group. This might be anything as simple as a parking lot shutdown that causes small annoyances to workers. Condolence messages, as bizarre as they may sound, fall under this category as well. Sympathy notes are common since the recipient will not be surprised.

When the following occurs, regard the communication as positive communication:

• This is information that the recipient enjoys or anticipates.
• To comprehend the message, the recipient requires little expertise or understanding.
• Even if the communication is not entirely favorable, the recipient deems it normal.

Negative messages

Negative communications are those in which the recipient is required to answer negatively. Bad news makes up for negative ideas. The sender's purpose in these letters is to deliver terrible news while maintaining the business relationship. While the sender is required to communicate terrible news, the author wishes to prevent an individual from departing or a customer from switching vendors. These statements could include things like refusing to issue a refund, canceling an event, not being able to support an event, and so on. When the following occurs, regard the communication as unfavorable communication:

• The recipient may be dissatisfied.
• A little coaxing is required to persuade the recipient.
• The recipient may be uneasy.

Persuasive messages

Persuasive communications are the third related category. The listener is assumed to need reinforcement to engage with the speaker. In some circumstances, such as when you are asking for a letter of recommendation or inviting somebody to an after-hours work event, the recipient is more like a favorable listener. When you are asking for an extra payment as a consequence of a mutual blunder or granting an extension to an upcoming due date, for instance, the recipient is more like an unfavorable audience. When the following occurs, regard the communication as persuasive:

• The recipient may be hesitant.
• A favor is being requested from the recipient.
• The recipient may be invited to an event that is unrelated to his or her current duties.

Workers should have a thorough knowledge of business messages and how to correctly write them. The more practice an employee gets, the better his or her writing will become. Business communications ensure that information is accurately communicated inside the company. It is a strategy for improving customer service and personnel management. Workers who comprehend how to compose business communications will be handled more often and will improve client interactions since they will be dealing with customers who have questions or concerns about the company, product, or service in question.

Context and Applications

In practical life, writing business messages is of utmost importance. It plays a crucial role in writing emails to superiors, LinkedIn pitching messages to the clients and audience, writing follow-up emails, marketing posts and campaigns, and so on.

This subject is relevant to students in universities who are willing to pursue:

• Bachelors in Arts in Communication Studies
• Masters in Arts in Communication Studies
• Masters in Science in Strategic Communication

Practice Problems

1. Which of the following is an example of business messaging?

1. Shipment reminders
2. Marketing offers
3. Promotional advertisements
4. All of the above

Answer: Option d

Explanation: Shipment reminders, promotional incentives, marketing offers, and scheduled appointments are all things we have dealt with. These are the types of messages we usually identify with business communication. 

2. In what way(s) does business messaging influence revenue growth?

1. More interaction with consumers
2. Prompt responses to clients
3. Lower advertisement costs
4. Both (a) and (b) are correct

Answer: Option d

Explanation: When customers can receive the information they need to decide on a supplier, service providers win. Messages allow customers to interact with your organization whenever, wherever, and however they want. Queries from potential buyers can be addressed with flexibility, quickness, and efficiency. 

3. Which of the following statements indicates a positive message?

1. The order has been dispatched for delivery.
2. Arrangements for accommodation have been made.
3. Both (a) and (b) are correct
4. None of the above

Answer: Option c

Explanation: Favorable messages are those that are expected to elicit a moderate (accommodation arrangements) to positive reaction (the order has been dispatched) from the audience. Regular or pleasant news is frequently used in positive communications.

4. Which of the following statements indicates a negative message?

1. Repair costs have to be borne by the customer.
2. The parking lot is closed for construction.
3. The new portal takes time but has more features.
4. Both (a) and (c) are correct

Answer: Option d

Explanation: The sender’s purpose in negative messages is to deliver bad news while keeping the business relationship intact. Regarding maintenance costs, the customer is dissatisfied, and the second message would require persuading the customer. 

5. Which of the following statements indicates a persuasive message?

1. Kindly speak to the new employee.
2. Please write a letter of recommendation.
3. Request to help with a new book shop.
4. All of the above

Answer: Option d

Explanation:  In all the above options, the listener is asked for something or is being persuaded to do something for the speaker. Words such as "kindly", "please" and "request" indicate persuasiveness on the speaker's part.

Related Concepts

• Interpersonal communication
• Corporate communication
• Customer relations