Offering a Instant or Direct Messaging service to your customers (such as WhatsAppFacebook Messenger, Instagram, Telegram, WeChat, LINE, SMS, Apple Business Chat, and many others) can provide many important benefits for your business these days. Here are the 9 most important reasons why it is important for every organization to consider integrating DM Services into their communication portfolio service customers. Followed by 3 most important prctical reasons to enhance company processes and workflows.


  1. First of all, it’s free!
  2. Personalized Communication: As personalization and customization are a growing trend in servicing customers, a growing number of businesses are using direct messenger services to create a better and more intimate customer experience (CX) as this provides a better opportunity to address their specific concerns, answer their questions, and provide tailored support.
  3. Convenience and Accessibility: Because many customers prefer the convenience of direct messaging as a communication channel as it allows them to reach out to your business easily, without the need for phone calls or emails. Direct messaging is accessible through various platforms and devices, making it convenient for customers to connect with your business whenever and wherever they prefer.
  4. Real-Time Interaction: Direct messaging enables real-time interaction between your business and customers. It facilitates instant communication and allows for quick responses to inquiries or issues. This can improve customer satisfaction by reducing wait times and providing timely assistance.
  5. Increased Engagement and Loyalty: By offering direct messaging, you provide customers with a more engaging experience. They feel heard and valued when they can communicate directly with your business. This enhanced engagement can lead to increased customer loyalty and advocacy.
  6. Enhanced communication: As direct messaging platforms are increasingly supporting the exchange of visual content such as images, videos, and GIFs, businesses can now use Direct Messaging services to leverage their interactions with customers by incorporating visual and rich media elements into their messaging strategies. By which they enhance communication, improve engagement, and convey information more effectively
  7. Problem Resolution: In the seventh place direct messaging can be an effective channel for resolving customer problems or complaints. It enables a more detailed exchange of information and a clearer understanding of the issue at hand. By promptly addressing concerns through direct messaging, you can mitigate potential negative experiences and retain customer trust.
  8. Customer Insights and Feedback: Direct messaging provides an avenue for gathering valuable customer insights and feedback. Through conversations, you can gain a deeper understanding of their needs, preferences, and pain points. This information can help you improve your products or services, enhance your customer journey, and drive business growth.
  9. Competitive Advantage: Offering direct messaging as a customer service option can give you a competitive edge. It demonstrates your commitment to providing excellent customer support and sets you apart from competitors who may not offer this channel. By meeting customers’ preferences and expectations, you can attract and retain more customers.

On top of these benefits for servicing your customers, integrating DM services into your communication portfolio also offers several important benefits to enhance company workflows and processes:

  • In the first place, as chatbots powered by artificial intelligence (AI) are becoming increasingly sophisticated in handling customer inquiries and providing automated support. More and more businesses are using AI-powered chatbots to handle routine queries, provide quick responses, and assist with basic problem solving. Resulting in a faster and more efficient customer service
  • Secondly, as Direct Messaging service offer excellent opportunities to streamline processes, more and more businesses are using Direct Messaging service to implement and automate workflows setting up predefined responses, routing messages to the appropriate team members, and automating certain tasks. Which helps them to manage high volumes of messages efficiently, reduce response times, and improve overall productivity
  • And thirdly, rather than solely relying on reactive customer inquiries, a growing number of businesses are taking a proactive approach to engage with customers through direct messaging. Which includes sending personalized messages, product updates, order notifications, and other relevant information. Proactive engagement helps businesses stay connected with customers and build stronger relationships.

In order to help companies that use Oracle B2C Service as their CRM application to integrate direct messaging into their communication portfolio, WeSquare developed the Messenger Integration add-in. An innovative add-in that enables you to integrate WhatsAppFacebook MessengerInstagramTelegramWeChatLINE, SMS, Apple Business Chat, and many other instant messenger services with your Oracle B2C Service CRM solution. And that provides you with everything you need to start messaging your customers wherever they are, and to handle all customer service requests directly. The add-in is highly valued and recommended by organizations that aim to deliver an optimal customer experience by improving their accessibility for their clients. Contact us for more information 

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