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Managing communications with mobile messenger


Mobile cloud communications using voice, SMS, and data cloud APIs through mobile messaging platforms have gained widespread popularity amongst enterprises, which are evolving to connect and engage with their customers and manage their sales force.

A cloud messaging platform is designed to seamlessly integrate messaging into the business flow using simple APIs, manage all customer communications through a single dashboard, detect and deliver messages via SMS and data apps in real time, and engage users by sharing pictures, videos and emoticons.

The global market for enterprise instant messengers is expected to grow to US$ 1.8 billion by 2015. Come 2015 and 95 per cent of workers in leading global organisations will use mobile messaging solution as their primary interface for real-time communication.

Businesses also use interactive mobile messaging platforms and opt-in mobile communities to acquire, engage, retain and serve customers. Such platforms are especially valuable to social media, e-commerce, banks, universities, health care providers, hospitality and government institutions to communicate and engage citizens on issues such as traffic, tax payment, health awareness, land transfers, and other such alerts.

In any business, effective communication is crucial. One may need to communicate with a dozen different people including co-workers and clients. Employees who can communicate effectively are more likely to work together to solve problems and share helpful insights with their co-workers. Effective communication leads to 2X financial growth for an organisation on an average.

In this respect, mobile cloud communication as a tool will enable organisations to improve communications amongst its employees, partners, agents, distributors, and suppliers using a mobile-first messaging experience. It will also be useful in emerging markets where e-mail is still not used by all workers, and in developed markets where front-line workers do not have access to a computer all day. In such situations, workers can use mobile cloud communication for a smart phone-friendly mobile first communication experience. It is a method that is just as valuable to desk workers as it is to people behind a register, and can help bring an organisation together.

Instant mobile messaging allows people to be brief with their messages and communicate in crisp format. Increase in productivity is gained by eliminating time wasted switching between various communication methods such as sending and waiting for a response to an e-mail, calling someone and leaving a voice mail when there is no response, walking down the office to see if someone is available only to find that they are in a meeting, and so on. In addition to the time savings, another benefit is the positive impact it has on geographically separated offices.

Instant mobile messaging as a service is a rapidly growing market and generates more interest in the enterprise as well as in developer communities as it helps improve sales force collaboration, customer interaction, organisational efficiency, and in creating a more mobile workforce. Furthermore, cloud-based access makes unified messaging available for a wider range of organisations and end users.

The major factors driving the mobile cloud communication as a service market is its increasing demand and adoption in small medium business enterprises, and growing enterprise need for continuous service support with powerful collaboration tools. Another productivity enhancer when it comes to mobile messenger is the ability to multi-task and collaborate with features like document sharing, white-boarding and graphics. Also Enterprise mobile messenger is instantaneous, flexible, works anywhere, allows attachments, and enables access to critical business information when needed. This seamless enterprise communication has changed the dynamics of Indian enterprise and is helping to dramatically increase the employee efficiency and productivity.

Some of the key market segments that have benefited from instant mobile messengers include FMCGs, BFSIs, and SMEs. Key benefits of mobile instant messengers for these segments include constant communication with a widely distributed retail sales force to streamline business information flow and responses from a broader section of the workforce.