9 best instant messaging platforms for your business

9 popular instant messaging apps for businesses

If you’re not using instant messaging platforms for your business yet, there’s no better time than now to make the shift.

Live chat has become the leading digital contact method: 42% of online customers prefer instant messaging for business matters compared to those who prefer email (29%) or social media (16%).

Research shows that 4 in 5 employees get stressed out from poor engagement and communication at work, and only 21% report being extremely satisfied with their employers. Internally connected teams increase profitability, are more productive, and reportedly happier.

The workplace also continues to expand beyond four walls, with 75% of employees working from home at least some of the time and 68% of U.S. employers offering some sort of work location flexibility. With our world evolving at record speed, secure instant messaging apps for businesses are on the rise—improving external customer service, internal communication, workflows, and employee retention.

What is an instant messaging platform?

Externally, messaging software allows your business to converse with customers by desktop or mobile device. On the business-to-customer side, this makes the best instant messaging apps popular among consumers and able to fully integrate into your internal business systems. However, platforms vary in the degree of message management and chatbot automation.

Internally, corporate instant messaging digitally connects executives to predefined teams and individuals. This internal business instant messaging occurs through software installed on desktop computers and instant messaging apps business employees install on their mobile devices. The best choices are affordable, intuitive, and customizable.

Top instant messaging platforms for customers

Connect your business to your customers with the best instant messaging apps. These apps are free to download and get started, but depending on your use, extra costs may arise.

1. WhatsApp

Works with: Android, iOS, macOS, web, Windows

WhatsApp is the most popular communications app on the market, with more than 1.6 billion active users. It comes preinstalled on many smartphones, so your customers likely already use it to:

• Text

• Group chat

• Voice call

• Video call

• Share files

As a business user, you can:

• Set up a public company profile.

• Create a greeting message.

• Customize quick replies.

• Automate away messages.

Plus, WhatsApp’s robust features include:

• Live chat

• Contact and conversation labeling

• Promotional messaging

• Message delivery reports

One advantage over SMS is that WhatsApp ties directly to your business profile and a single phone number—rather than a string of random digits—so your customers can seamlessly save your contact information and receive your communications. Plus, check out this guide to WhatsApp marketing for businesses.

2. Telegram

Works with: Android, iOS, Linux, macOS, web, Windows

Telegram is another popular consumer app that appeals to over 700 million active monthly users. Its popularity among businesses grew during the pandemic, thanks to optional secure end-to-end encryption for all messages. With Telegram, your business can:

• Create external channels to market to thousands of customers.

• Establish organization-wide super groups with up to 200,000 users.

• Make voice and video calls.

• Set up secret internal chats.

• Send files up to 2 GB in size.

Plus, automation is possible with chatbots managing channels and incoming messages.

3. Facebook Messenger

Works with: Android, iOS, web, Windows

Facebook Messenger is popular in nearly every country (excluding China), with more than 1.3 billion users. It’s not just a place for friends and family, either: 67% of users prefer to use Messenger over email to contact a business.

If your business has a Facebook page, enable Messenger automation to ensure you don't miss any communication. Businesses can also:

• Add a live-chat plug-in.

• Generate leads with Messenger campaigns.

• Share scannable codes to initiate conversations.

• Automate responses with a chatbot.

4. WeChat

Works with: Android, iOS

WeChat, also known as Weixin, has surpassed 1.3 billion users. However, most of them reside in China, where the social media platform reigns supreme. On WeChat, your business will find many ways to engage with customers, such as:

• Share QR codes.

• Create content visible in a WeChat search.

• Launch ad campaigns.

• Create a mini-program app.

• Sell directly through a customized e-commerce store.

Plus, as far as messaging goes, the possibilities are plentiful:

• Send text, voice, and group messages.

• Broadcast to large audiences.

• Share photos and videos.

• Hold live conference calls.

• Send coupons and files.

• Integrate chatbots into the public account and mini-program interfaces.

5. Discord

Works with: Android, iOS, Linux, macOS, web, Windows

Discord is a versatile communication platform that is home to over 150 million active monthly users. Originally designed for gamers, Discord has expanded its appeal to various communities and businesses. With Discord, your business can:

• Create customized servers with multiple channels for different topics or teams.

• Host voice and video calls with high-quality streaming.

• Enable screen sharing for collaborative presentations and meetings.

• Facilitate community interaction with roles, permissions, and bots.

• Send files up to 25 MB or use Discord Nitro for larger file sizes.

Moreover, Discord's bot ecosystem can automate tasks, manage communities, and enhance user interaction.

Top instant messengers for internal employees

Connect to your internal teams with the best instant messaging apps for coworkers.

6. Microsoft Teams

Works with: Android, iOS, macOS, web, Windows

Microsoft Teams is the king of business instant messaging apps, with 280 million daily users. Among its 200 integrations is Microsoft 365, which allows you to:

• Collaborate across the entire Microsoft Office toolkit without ever leaving the app.

• Search the entire company intranet to extract important information with the T-bot and Who-bot.

• Hold internal team chats in private chats or group rooms.

7. Slack

Works with: Android, iOS, Linux, macOS, web, Windows

Slack is the second most popular business instant messaging app, with 10 million active daily users and over 2,600 integrations. It allows you to create private channels to streamline internal business communications or channels to collaborate with partner companies. With Slack, you get built-in features like:

• Screen sharing

• Voice

• Video

• Keyword alerts

• Automated reminders

Slack’s security includes two-factor authentication, data encryption, and enterprise key management.

8. Brosix

Works with: Android, iOS, Linux, macOS, web

Brosix isn’t as well-known as Microsoft Teams and Slack, but its lower price point makes it an attractive option for small but growing businesses. You can integrate it with:

• Google products

• Shopify

• GitHub

• Dropbox

• Facebook

• YouTube

• Antivirus software

Noteworthy features include:

• File transfers of unlimited size

• Voice and video

• Screen sharing

• Whiteboard capabilities

Plus, through granular platform management, you can tailor shared chat spaces, contact lists, and security. It’s also possible to delegate live chat responsibilities through the platform.

9. Ryver

Works with: Android, iOS, macOS, web, Windows

Ryver’s messaging software may be your preferred setup for internal business task delegation and communication if you like kanban boards. You can create private groups, one-on-one conversations, and forums for specific audiences. Team members connect and stay on task with:

• Chat

• Voice

• Video conferencing

• Screen sharing

• Automated reminder features

Plus, integrations include Dropbox and Google Drive, with others available through Zapier (for a premium).

6 instant messaging examples and use cases

Instant messaging apps are versatile, so you can tailor your use to your unique business and customer needs. Let’s take a look at some examples and use cases. 

1. External communication with customers

Instant messaging apps provide a direct line to customers. Instead of waiting in long call queues, customers can message back and forth with your agents for timely and personalized interactions. Plus, not everyone is in an environment where they can hop on the phone. Messaging apps provide a sense of privacy in that way.

2. Customer support

Messaging apps like WhatsApp facilitate real-time, two-way communication that allows customers to ask questions and receive support seamlessly. This creates a smoother customer journey. You can also send notifications about order statuses, appointment reminders, or new updates. This keeps customers informed and reduces the number of inbound inquiries.

3. Marketing campaigns

Use messaging apps to deploy marketing campaigns and engage with customers directly. Using customer data, you can segment your audience and send targeted messages they actually want to receive. You can also test different message formats, send times, and CTAs with A/B testing to optimize your outreach for better engagement and conversion rates. Sales agents can also follow up in one place with customers, keeping a log of all interactions and inquiries for a frictionless experience. 

4. Lead generation

Run targeted ads, such as click-to-WhatsApp ads, on social media platforms where customers can start direct conversations with a simple click, increasing the chances of turning ad viewers into leads. You can also use Facebook Messenger apps to automate and qualify leads through bots. Or, take a more personalized approach and share individualized content to nurture leads over time. Share relevant case studies, testimonials, product demonstrations, or success stories to build trust with potential customers.

5. Internal team coordination

In-house messaging tools enhance team cohesion and collaboration. Apps like Microsoft Teams and Slack facilitate cross-departmental communication through channels, private chats, and powerful integrations. This helps keep everyone on the same page regardless of location.

6. Workflows and integrations

Enhance efficiency and clarity in communications by integrating messengers with workflow automation tools like Zapier or custom solutions to trigger and visualize workflows based on specific events or conditions. You can also assign tasks and send updates via the messenger, ensuring responsibilities are clear and timelines are met. Use checklists or task status updates to visualize progress.

5 Benefits of instant messaging platforms

Instant messaging platforms have revolutionized business communication by providing efficient and versatile connections with both customers and employees. Let’s take a look at the advantages of instant messengers.

1. Real-time interactions

Instant messaging enables immediate interactions, allowing businesses to quickly resolve customer inquiries and facilitate quick decision-making among employees. For employees, instant messaging lets team members share ideas, files, voice notes, and more throughout the workday at the touch of a button.

2. Secure communication

Many platforms employ end-to-end encryption, meaning that messages are encrypted on the sender's device and only decrypted on the recipient's device. This ensures that even if data is intercepted during transmission, it can’t be read by unauthorized parties. This ensures that both employee and customer interactions remain secure, protecting sensitive business information.

3. Personalized customer experience

Instant messaging lets businesses provide tailored support and recommendations. Customers can receive immediate assistance, ask questions, and engage in meaningful conversations, all of which contribute to a more personalized and satisfying experience. Instant messaging meets the modern customer’s expectation for quick service.

4. Accessibility

Connect your business with a global audience. These platforms are accessible on a wide range of devices, including smartphones, laptops, and desktops, making it easy for customers to communicate with brands anywhere, at any time.  

5. Efficient collaboration

Employees can access instant messaging platforms from various devices and environments, whether they are on a mobile device, desktop, or laptop at home or in the office. Most messaging platforms support simultaneous chats and group discussions, enabling employees to manage multiple conversations at once, too. This ensures that communication remains open across teams. 

Message your customers with Twilio WhatsApp integration

With Twilio, you can send messages to customers securely using the WhatsApp integration.

Twilio MessagingX goes above connectivity, with built-in capabilities for:

• Workflow visualization

• Analytics

• Interactive button customization

• Message template management

Now, you can harness the power of the most popular messaging app in the world to connect with customers and internal teams in new, dynamic ways, no matter the size of your business. Plus, with comprehensive onboarding support throughout the account creation process, you can scale your use case with built-in tools and integrations.

Sign up for a free account to get started.