It’s simple. If your company is open to dialogue, your company is easier to trust. And that trust can be earned on reputation alone. In a poll by Facebook, the majority of people who message businesses say that the option helps them feel more confident about a brand. Just knowing messaging is available is enough for some customers.
Imagine you’re about to make a big purchase. If you have to choose between a company with support and another without, which would you pick? Which one would you return to? Unsurprisingly, once people start messaging businesses, it often becomes their top way to contact businesses.
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