Global

Essential Messaging
Channels for Your
Business.
Chat With Your Customers on
Their Preferred Mobile Channels.
 « Most customers expect answers to their questions within 30 seconds. That’s where
Conversational Commerce can help. It allows businesses to use the same channels as
their customers for everything: from customer service to payments or even dispute
resolution. »

Jeroen van Glabbeek, CEO of CM.com

Introduction
For a long time, digital was limited to the use of We are now in an era of MESSAGING. Every company
websites and e-mail, but the arrival of the mobile must take this into account in the communication
phone has considerably changed our habits. to its customers but also to its partners, employees
etc. Emails, phone calls and SMS messages are not
In the last few years, interactions between consumers enough anymore! It is now essential more than ever
and brands have considerably changed, moving not to communicate with your customers on their favorite
only into the digital era but also into the mobile and messaging channels.
conversational era. Nowadays, customers search,
compare and buy on their mobile phones. WhatsApp Business, RCS, Apple Business Chat,
Viber, Facebook Messenger, Instagram Messaging
To resolve an issue regarding a product or service, and Google’s Business Messaging are just 7
consumers are not only making a phone call anymore. messaging channels used by more and more brands.
They want to choose their preferred conversational
channels to speak with businesses as they do in their Their emergence generates many questions from
personal lives. With 2.8 billion people using mobile businesses. Do you know the specificities and
messaging apps and tools, messaging needs to opportunities of each of these messaging channels
be part of businesses offers when it comes to for your business?
customer care.

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 Here Are Frequently Asked
Questions by Our Customers:

Why should my brand be active on

messaging channels like WhatsApp
Business or Facebook Messenger?

These are conversational channels that allow interactive and enriched exchanges
between a brand and its customers and can be used for many purposes: after-
sales service, customer relations, surveys, requests for information, internal
communication, etc. In addition, the mobile phone has become the customer’s
third hand. Customers want to be able to choose the channel they prefer
to contact a brand and receive quick and personalized answers. This is what
WhatsApp Business & Facebook Messenger channels offer: a unique and
personalized experience.

What is the alternative to SMS

campaigns?

RCS, the rich messaging standard developed by telecom operators and Google,
allows for an enriched experience thanks to the addition of rich content (photos,
videos, call to action etc.), in addition to unlimited interactions and message
personalization.

A majority of my customers are on

iOS, how can I leverage the reach and
capabilities of Apple?

With Apple Business Chat, your customers can easily access many support
services or schedule appointments, directly from their iMessage app. It is more
than just a messaging channel, it lets you interact with your customers with richer
content, even including payment with Apple Pay.

How can I exchange photos and videos

with my customers at a lower cost?

Viber, unlike SMS, will allow you to have a more enriched approach in your
communications (photos, videos, etc.) with advantageous pricing.

WhatsApp Business, RCS, Apple Business Chat, Viber, Facebook Messenger, Instargam
Messaging or Google’s Business Messaging: which channel will be the ideal one to guarantee
your customers a better experience? We will show you in our infographics!

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 WhatsApp
Business API
Easily interact with your customers.

Why adopt this mobile channel?

With 2 billion users, it is one of the most popular

messaging channels on the planet.

Rich Channel
Showcase your brand with your logo, opening hours, address, and
links to your website while setting-up quick replies. WhatsApp allows
you to improve your communication with rich media: pictures, videos,
locations, hyperlinks, buttons and more.

Customer Experience
Improve customer experience with real time one-to-one interactions,
rich conversations, and asynchronous capabilities. Your customer is
now at the center of your priorities: they can contact you directly on
their own terms.

Interactive & Conversational

We only charge per Monthly Active User so you can send an unlimited
number of messages to that unique customer within a 24-hour period.
Want to go the extra mile? Automate conversations for your customers
with a chatbot within WhatsApp Business!

Verified Account
WhatsApp Business provides a verified account and create a safe and
secure environment for your customers.

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 RCS
Innovative, striking & interactive:
The Next Gen of Text Messaging.
Why adopt this mobile channel?

3.9 billion RCS-capable subscribers in 2025 on

their native devices.

SMS 2.0: A Rich Channel

Provides the rich functionality of a mobile app with the reliability and
immediacy of text messaging (SMS). Send enriched and personalized
messages with images, videos, suggested replies, rich cards, and no
character limitations.

Trusted by Your Customers

Showcase your brand with your branded and verified profile. Add your
logo, your business information, and your website. The next time your
customer will receive a notification from you on a credit card fraud alert,
a flight status update, or a package delivery, he will be confident to trust
the message.

Interactive, Conversational With High Engagement

Less intrusive and native on android phones, RCS allows you to seamlessly
converse with your customers. Benefit from improved customer
experience, with higher conversion and click-through rates than SMS, and
satisfied customers.

Verified Account
RCS allows you to have a verified account. It creates a safe and secure
environment for your customers.

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 Apple
Business Chat
Engage with your customers directly
on their Apple device.
Why adopt this mobile channel?

Reach customers on 1.5 billion Apple devices worldwide.

Rich Channel
ith Apple Business Chat, you can send messages, videos, URLs and
directly share contact cards, locations or schedule appointments and
even handle payments. All of this can be done without leaving the
conversation!

Entry Points
Choosing Apple Business Chat means having choices. Your customers
can start the conversation from multiple entry points: Chat Suggest,
Spotlight Search, Apple Maps, emails, QR Code, Chat Button on website
or in-app.

Interactive & Conversational

Non-intrusive, it is the customer who contacts you on Apple Business
Chat to interact with your brand. Apple Business Chat lets you chat with
customers on their native iMessage app for an unparalleled customer
experience.

Verified Account
Apple Business Chat allows you to have a verified account and creates
a safe and secure environment for your customers.

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 Viber
More than just messages.

Why adopt this mobile channel?

Reach out to 1 billion users on Viber.

Rich Channel
With Viber, you can send rich content (images, files, URLs, Call-to-
Action) for marketing or transactional purposes.

Cost Optimization
Adopt Viber for Business as complementary messaging channel
such as SMS and improve your customer experience. Particularly
cost-effective for large volumes.

Fallback SMS
If Viber is not installed on your customer’s phone, a fallback SMS will
be sent automatically.

Verified Account
With Viber, your account is verified which creates a safe, trusted, and
secure environment for your customers.

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 Facebook
Messenger
When the conversation meets
the community.
Why adopt this mobile channel?

Connect to 2.0 billion monthly active users.

Rich Channel
With Facebook Messenger, your messages are more than just text; you
can send rich content such as PDFs, videos, photos, locations, GIFs,
buttons to provide a unique experience to your customers.

Customer Experience
Make engagement with customers seamless through Facebook’s easy
entry points: business Facebook Page, website-plugins, QR codes,
Private Replies, or m.me links. Customers start the conversation
whenever it’s convenient for them and you can provide a personalized
experience and chat in an asynchronous way. You can also automate
conversations with a chatbot and always be available for your
customers. A great customer experience leads to happy and returning
customers.

Interactive & Conversational

We only charge per Monthly Active User which allows you to send
an unlimited number of messages to your customers during a 24-
hour period. Moreover, you can associate a chatbot with Facebook
Messenger: conversational AI at the service of your customers!

Verified Account
Facebook Messenger allows you to have a Verified account to create
a safe and secure environment for your customers. Create brand
awareness with your linked company page.

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 Instagram
Messaging
Drive more brand awareness
through messaging on Instagram.
Why adopt this mobile channel?

Tap into the millions of conversations

between consumers and businesses.

Rich Channel
With the Messenger API for Instagram, businesses can create rich
conversations with consumers on Instagram. You can send rich content
such as images, videos, or quick replies to provide unique experiences
to these consumers. If you would like to personalize and structure
conversations even more, you can make use of Templates such as
Generic Template or Product template.

Customer Experience
Instagram Messaging allows you to manage your conversations in
Instagram. Consumers can chat with you by sending you a Direct
Message directly on your Business Profile, engage with you via your
Instagram Stories, or contact you via your Instagram Shop. Customers
start the conversation by sending you a Direct Message, whenever
it’s convenient for them. As a business, you can provide a personalize
experience and chat in an asynchronous way. You can also automate
conversations with chatbots and switch to live-agents.

Verified Account
Instagram Messaging allows you to have a verified account to create
a safe and secure environment for you and consumers to chat. As the
Messenger API for Instagram make use of the Facebook Platform, you
will have to link your Instagram Business Account with one of your
preferred business’ Facebook Pages.

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 Google’s
Business
Messages
Connect with customers at the
moment of search.
Why adopt this mobile channel?

Tap into billions of interactions on Google

Search and Maps.

Rich Channel
With Google’s Business Messages, you create rich conversations with
customers: use smart reply chips for faster communication, carousel &
photo cards for deeper engagement, or let customers connect to a live
agent whenever they need it.

Entry Points
With Google’s Business Messages, businesses can use Non-local and
Local entry points. Non-local entry points can be used for search results
in Google Search. These features enable conversations with your agent
when a user finds contact details or site links that appear in Google
Search. Local entry points on the other hand enable conversations with
locations associated with your agent from the Google Maps app.

Interactive & Conversational

The conversation takes place on a Google messaging surface available
on iOS and Android. Conversations are initiated by consumers. When a
person clicks on a messaging button, they start a conversation with an
entity representing the brand— your agent.

Verified Account
Google’s Business Messages allows you to have a verified account,
showing your business logo. This creates a safe and secure environment
for your customers.

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 In Summary, What Are the
Strengths of These Channels
Compared to the Traditional SMS?

Rich Channel

Need Opt-In

Marketing/Promotion

Notifications

Conversational

Verified Account

Conversational Window

Conversation Initiated by Business

Conversation Initiated by Customer

Chatbot

Fallback SMS

Integrate Sign - The electronic

signature solution from CM.com

* : These associations are subject to certain conditions.

Consult your CM.com expert for more information.
** : Depending on country regulations.

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Essential Messaging Channels for Your Business. Page 11
 How Do I Access These Channels?
Easily access all these channels through our Business Messaging API or our no code/low code
solutions. CM.com is one of the few aggregators offering conversational channels messaging from
Facebook, Apple, Google, and carriers.

Business Messaging API

Integrate the CM.com Business Messaging API and stay
connected to your customers on their preferred messaging
channels. Our API brings together all communication
channels and enables large volumes of two-way messaging
on a global scale.

Mobile Marketing Cloud

Mobile Marketing Cloud unifies all data sources into a
360-degree customer profile. It is the only solution that
provides access to all messaging channels, enabling you to
create personalized multi-channel experiences.

Mobile Service Cloud

An all-in-one customer relationship solution with everything
you need to deliver a seamless customer experience. Interact
with your customers through their preferred channel from a
single, omnichannel inbox and implement a chatbot.

Ready to Get Started?

Communicate with your customers on their
preferred messaging channels today.

Contact Us Discover our Solutions

www.cm.com
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Essential Messaging Channels for Your Business. Page 12
CM.com is a global leader in cloud software for conversational commerce that enables businesses to deliver a supe-
rior customer experience. Our communications and payments platform empowers marketing, sales and customer
support to automate engagement with customers across multiple mobile channels, blended with seamless payment
capabilities that drive sales, gain customers and increase customer happiness.
© CM.com 2021