Asynchronous messaging is a form of digital communication that does not require an uninterrupted conversational flow or instantaneous responses. When you text a friend “hello,” and your friend says “hello” six hours later, you engage in asynchronous messaging.

Businesses can use asynchronous messaging with customers through digital channels such as:

• SMS text messaging
• Digital messaging
• Email
• Social media messaging

You and your customers may find asynchronous messaging useful in any number of situations, such as:

• When a customer requests more information, you can email it for them to review and respond at their leisure
• The customer with a time-sensitive issue, such as an upcoming flight on your airline or an appointment to come into your bank, may appreciate a text or email reminder or the option to reschedule.
• After you and the customer have completed an interaction, you can send a follow-up message asking if they are satisfied, to which they can respond when convenient

For most situations, asynchronous messaging offers an additional level of convenience for customers so they can:

• Get answers and respond to queries on their own time
• Take extra time to think through decisions rather than feeling rushed or pressured to reply immediately
• Start an interaction whenever they have time, and it is convenient, rather than waiting for your office to open

Asynchronous messaging is less helpful in emergency situations. When customers need immediate help, artificial intelligence that can respond instantaneously or a live call center agent can step in. Offering customers various communication options for emergency and non-emergency situations improves the customer experience..

As an omnichannel provider, OutPLEX can supply all of the channels you need. Our dedicated tech experts and pioneering tech partners work hard to provide clients with whatever messaging solutions work best for them, including asynchronous messaging.

Call OutPLEX today at 1.866.531.5773 or visit us at https://outplex.com/contact/ for a free quote.