Collaboration / Customer Experience / Daniel James

In today’s fast-paced business environment, effective collaboration with clients is more important than ever. However, connecting with clients across multiple channels can be challenging. Emails get buried and phone calls go to voicemail, Yet being responsive and working seamlessly with clients is critical for providing an exceptional customer experience.

Luckily, new secure messaging and collaboration platforms are revolutionising how businesses engage with customers in real time. These powerful tools centralise all client communications into one place and enable smarter collaboration through features like real-time messaging, file sharing, video calls, and more.

For any organisation looking to enhance client collaboration, here are some of the best strategies and technologies to consider:

Centralise Communications with a Unified Messaging Platform

Managing communications across so many disparate channels makes it difficult to have meaningful conversations with clients. A messaging platform brings all these conversations into one secure, centralised hub for both clients and team members. 

With integrated channels like SMS, WhatsApp, voice and video businesses can meet customers where they are and manage the entire relationship from one platform. Centralising communications also makes handovers and collaboration among staff much simpler.

Choose a Secure, Compliant Messaging Solution 

When communicating with clients, security and compliance are paramount. Look for a messaging platform that offers end-to-end encryption, two-factor authentication, and other security features to protect sensitive data. The system should also enable compliance with regulations like GDPR and HIPAA.

Other key capabilities include audit trails, data retention policies, consent management, and more. With the right controls, businesses can comfortably message clients while still meeting legal and industry requirements.

Streamline Client Journeys with Intelligent Routing

Resolving customer inquiries quickly requires getting requests to the right people at the right time. Intelligent routing and omnichannel messaging solutions enable this by automatically distributing messages to the ideal agents or teams. 

For example, investment questions can be routed to wealth advisors while tech support inquiries go to IT staff. With context-aware routing, clients get faster resolutions and never have to be transferred or repeat information.

Share Files and Collaborate in Real Time

Emailing back and forth with attachments creates extensive email chains and wastes time. Modern messaging platforms enable users to share files directly within the app and work together in real-time. 

Client asset documents, contracts, presentations, and more can all be uploaded and shared securely. Staff can now collaborate internally and externally with clients, without ever making the client leave their preferred messaging apps. This creates a seamless workflow when working with clients.

Incorporate Audio/Video for More Personal Connections

Typing isn’t always the best way to communicate complex concepts or build rapport with clients. With embedded audio and video calling, messaging platforms can make switching from text to a quick phone call or video chat easy. 

Face-to-face conversations help humanise interactions and strengthen client relationships. The ability to seamlessly transition between channels also mimics natural conversations better than being restricted to just email and phone tag.

Drive Adoption with Apps Clients Already Use

Getting clients to adopt new technology can be an obstacle. That’s why messaging apps that integrate channels like SMS and WhatsApp have a leg up. People already use these everyday messaging apps, so they are comfortable communicating through them.

Look for a platform that combines popular business and consumer messaging channels into one interface. Meeting customers on familiar channels makes adoption effortless while still providing enterprise-grade messaging capabilities.

With the right messaging solution, keeping clients engaged and communicating productively is simple. Consolidating tools, enhancing security, and providing advanced collaboration features are keys to success. By centralising client conversations and seamlessly incorporating new capabilities like intelligent routing and real-time file sharing, financial firms and other businesses can deliver client experiences that drive growth and loyalty. The future of client collaboration is here.

For organisations seeking a robust platform to optimise client collaboration, Message Matrix is an ideal choice. With its secure messaging platform, integrations into SMS, WhatsApp and other messaging apps, intelligent routing to connect clients with the right staff, and advanced features like file sharing, transactional capabilities and video calls, Message Matrix enables responsive, seamless client engagements. 

Compliance tools like audit trails and data retention further allow secure collaboration with clients while meeting regulatory requirements. As this article outlines, Message Matrix delivers the must-have capabilities for efficient, effective engagement in today’s client-centric business landscape. For any organisation striving to enhance collaboration, Message Matrix is a proven messaging solution.

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