Asynchronous Messaging

What is asynchronous messaging?

Asynchronous messaging is a communication method where people can contact each other without the need to be concurrently engaged on the messaging platform. Also referred to as async messaging, this practice allows people to send or respond to messages at their convenience. 

In business, asynchronous messaging is facilitated by customer communications management (CCM) software. CCM software enables users on both sides of the discussion to start, pause, or resume a conversation at any time. 

During this process, messages are placed in a queue, waiting for the recipient to read and respond. This eliminates the need for live discussions, which is especially helpful for conversations that do not require an immediate response. 

Most people do not use the phrase asynchronous messaging, despite engaging in it almost every day. Common ways people asynchronously communicate are via text messages, emails, social media direct messages, or on applications like WhatsApp. 

Asynchronous messaging in business

Asynchronous messaging is the preferred method for internal and external business communications. Businesses use tools, such as CCM software, to facilitate communications. 

• Internal business communication: Async messaging enables employees to ask questions or provide updates and continue on with other tasks while they wait for a response. It also mitigates redundancy since the message history is documented and easily accessible by both parties.

• Customer service: For buyers, asynchronous messaging allows them to contact businesses at their convenience without having to wait for a live discussion. For customer service reps, it eliminates the expectation that issues need to be resolved immediately.

• IT and software: IT personnel and software developers use async messaging to automate communication tasks. This allows employees working on separate systems to submit messages in a queue until action is required. 

Types of asynchronous messaging

All asynchronous messaging involves a sender and recipient. However, there are instances where more than two people are involved in the communication. Any type of store-and-forward communication technique is asynchronous messaging. 

Below are various types of async messaging: 

• Email: Email users send and receive messages on their own time without the need for instant responses. Recipients can see these async messages in their queue and respond at their convenience.

• Project management apps: Project management applications often have messaging features, such as comments, tags, or chat logs. These messages are asynchronous in nature as they do not require immediate resolutions.
• Intranets: Intranets are private, secure networks that employees can access for internal resources and communication. These communication methods are asynchronous and allow employees to respond on their own time. 
• Company wiki: Similar to an intranet, internal company wikis act as a knowledge base where employees can store, find, and share information. All of the information within a wiki is asynchronous and does not involve concurrent engagement.

• Video recording tools: Screen and video capture software allows users to record video and share it with others. This differs from live video chat as users can record and watch these videos at any time.

• Instant messaging: Instant messaging apps, and similarly, live chat software involve immediate responses and are therefore synchronous. However, these apps also document chat history and place new messages in a queue, meaning they can double as asynchronous messaging platforms.

• Support tickets: Customer support tickets are facilitated with help desk software. Support tickets can be submitted by customers and resolved at the company’s convenience. 

Benefits of asynchronous messaging

Asynchronous messaging is a highly effective communication method in the business world. There are many benefits of async messaging that impact both businesses and their customers. 

Below are the main benefits of asynchronous messaging: 

• Better user experience: Customers can conveniently engage with businesses on their own time. This helps companies build stronger relationships with their customers and supports upselling and retention initiatives. 
• Productivity: Async messaging allows customer service reps to focus on issue resolution rather than speed. This gives agents more time to work through processes and makes them more productive by quickly moving conversations along and eliminating the need to repeat information.  
• Efficiency: Asynchronous messaging takes away the pressure for reps to immediately respond to customer inquiries. This means they can focus on the task and work on it over time instead of letting issues pile up in their queue. 
• Documentation: With async messaging, all customer conversations are properly documented on each communication platform. This creates a conversation history for reps to reference while resolving issues, unlike synchronous discussions that are not always recorded or documented. 

• Collaboration: Companies experience better collaboration across different regions and time zones with asynchronous messaging.  Since there is no expectation for immediate contact, customer service reps can handle the issue at their convenience. 

Asynchronous messaging best practices

Asynchronous messaging is only beneficial when paired with a strong communication strategy. Companies can make the most of async messaging by implementing various best practices to ensure efficiency in their communication across the board. 

Here are five best practices for implementing asynchronous messaging:

• Train employees on asynchronous messaging: Many customer service reps are used to using traditional synchronous communication methods, like phone calls or live chat support. Businesses should implement a system that allows them to simultaneously manage multiple requests without having to do live discussions.
• Create standards: Companies should define clear standards for what is considered an urgent request and how those issues should be addressed. This will help stakeholders decide what requests need to be resolved instantly and what requests require more thought to promote efficiency.
• Set deadlines: Even though async messaging does not require an immediate response, businesses should still set deadlines for their reps. This is especially helpful to ensure requests are pushed through the queue across different time zones.
• Invest in customer communications management software: Businesses should invest in software that facilitates asynchronous messaging. These systems can also assign tasks, document communication history, and allow administrators to control permissions for optimal performance.
• Distribute troubleshooting guidelines: All employees in an organization should have a repository of troubleshooting guidelines to help them solve common issues. This will promote faster issue resolution so they can be more productive and get to other requests in the queue. 

Asynchronous vs. synchronous messaging

Those familiar with asynchronous messaging have likely heard the phrase synchronous messaging. Though similar sounding, these two phrases have different meanings. 

Synchronous messaging refers to a concurrent conversation, while asynchronous messaging allows people to communicate without being concurrently engaged. 

Unlike asynchronous communication, synchronous messaging requires both parties to be engaged at the same time, such as on a phone call or live chat. Synchronous messaging works best for situations that require an immediate resolution, or for issues that can be resolved quickly. 

There are drawbacks to synchronous messaging. Businesses that utilize synchronous communication limit their customer service representatives’ capabilities to only assist one person at a time. Since reps can only help one person, the customer risks being placed in a queue and waiting for an unspecified amount of time.