10 Reasons You Should Use Instant Messaging in Sales
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“Email is for old people.”
That’s what my 18 year old nephew said the other day.
He didn’t quite use the word old, but that was clearly what he meant. And just so you know, for him everyone over 25 fits that general description.
People under 25 rarely use email. it’s all about getting an immediate response and short, to the point communication. They find it in Instant Messaging on a PC or via SMS (”texting”) on their cellphone instead.
But Instant Messaging (IM) is not just for kids and young adults. In fact, I think IM can be a pretty powerful tool for business to business sales professionals and small business owners as well.
Here are the 10 reasons I love using Instant Messaging in Sales.
- It’s less intrusive than a phone call – I find the phone to be incredibly distracting when I am trying to get something done. Try writing a proposal with your phone ringing every other sentence. A message sent via IM simply sits on your taskbar until you’re ready to answer it.
- You get/provide quicker answers than with email – With the amount of volume in emails and voicemails we get these days, I find that IM gets answered much faster. A quick one sentence question, a quick two word answer and you’re on your way. Compare that to the way voice mail works.
- It takes less time than using email or your phone – It’s been my experience that shooting off or answering an IM takes a lot less time than using the phone or composing an email. Don’t ask me why, but it seems easier to keep these “hey, quick question” discussions on topic – and to the point.
- You can save a transcript and check back later – It’s a great way to keep track of what was said and discussed.
- I can set my status as “busy” or “away until 3PM” – It gives people a much better understanding of my availability and ability to answer a question or request.
- IM lets me multi-task – This is a big one, especially compared to phone and email. I can work on a proposal, answer a quick IM and get right back to what I was doing. I’m more responsive and much less distracted that way.
- It builds “always-on” customer connections – For customers, you’re really just an IM away. A quick question, a simple FYI – I’m always connected with clients and prospects.
- It’s easy to stay in touch with a remote team – When you have a team or peers in all parts of the country (or world), getting feedback or inquiring about the status of a deal can be immediate.
- Last but not least, IM can save money – This mostly applies when you are part of or manage a remote team or if you have lot of international business. IM is free – and when used to replace unnecessary phonecalls, savings could add up!
Well, there it is. That’s my Top 10. What are your reasons to use, or perhaps not use, Instant Messaging in Sales?
Great idea. However, how do you tell a prospect to contact you Via AIM or gchat. Wont it seem awkwardly casual.
Allin,
Thanks for your comment, I think it’s a valid question but provided you create an IM account that looks professional (something other than nicknames like “cooldude08″), I don’t think you should be afraid of it being too casual. I never heard that feedback, anyway.
If you explain why you offer this method of direct access to your customers, I would expect most people will appreciate you taking the effort. I’ll write a follow-up post about this sometime soon.
Stay tuned!
I found this very interesting, I lead corporate team building programs using technology called “virtual team building” this is often done with functional work teams that are seperated by oceans America and India, China, Germany, Italy.
They interact in team building activities using im, email, tele-conference calls. I find that the IM’s do allow for real time communication for project completion.
Very great article about the changing face of the workforce!.
Thanks, Michael. I believe too often IM is brushed off as a tool for kids. The reality is that buyers and sellers of tomorrow are brought up with it – it’s time for sales leadership to step up and embrace new technologies as part of the sales profession.
How about this – if you have clients who are hearing-impaired, IM can be a very good way of keeping in touch – instantly – without having to go through a relay operator or sending an email.