The main reason businesses feel this type of instant messengers beneficial is because they have unrestricted potential and is easy to pass on relevant information without any troubles.
The competitive benefits of an instant messenger over a traditional con call or email is its speed.
Your employees will no more have to reach their cellphone’s due to the availability of web version in instant messenger.
Secured communication in public as well as private:
Of course, you don’t want your customers to publicly tweet about a complaint instead you can funnel them inside a private chat and resolve their issues.
This builds loyalty and better user engagement and dedicated customer service that earns your customers loyalty and improve your brand image.