How important is IM to your business?

[Brian Turner]

A few times I've been asked for a IM, AIM, or MSN link up for real time chat by potential clients - but I never actually use them or have them installed. Instead I prefer to conduct business via e-mail.

However, am I missing out on an important aspect of business and marketing here?

Does anyone else here use AIM/MSN Messenger/ICQ/IM of any kind for business purposes, and how useful do you find them?

[Sunny]

Hi Brian,

I don't actually use IM for business, but last summer I worked with my uncle who runs a Computer Networking company (selling all sorts of network hardware). He uses AIM and MSN for business purposes.

I think its useful in his nature business as he can get instant replies to any questions (for example, if he has a customer on the phone who is looking for some hardware he hasn't got in stock, he can quickly IM a supplier and find if they stock it and for how much he can get the part).

So, I suppose it depends on the nature of your business. However, I think it can be quite useful and can help build relationships with customers/suppliers. One negative thing is that you can often start chatting about other things, which are irrevelant to your business (but again, this can be a good thing?).

[bumfluff]

I don't use IM cos... well, its a buggy piece of sh*t, frankly, but being an internet-based company, we often communicate between ourselves on ICQ, IRC or email. I'm wary of talking to clients on anything electronic apart from email or telephone though, for a few reasons. One is impression - that first contact is important in establishing your image, and its SO easy to make typos. Second is that unless you set up a seperate messenger account, you can be found anytime you're online with your messenger on. Sometimes you just don't wanna talk business at 4am! I've not really seen any advantages in messengers over phone calls or sms when dealing with clients, and it tends to give a more professional impression. I guess it all depends on the people you're dealing with tho.

[revsorg]

I agree, bumfluff

[Eagle]

I don't even like clients phoning me!

It's not that I wouldn't love to talk to them...just that, via email, I've got everything they require written down for future reference. I could take notes but my poor hands just go in 'mong mode'...and I've also forgotten how to write too - due to using a keyboard for so long!

[Brian Turner]

Indeed - send me an e-mail and you can a considered and carefully written reply. On IM I can only imagine typos, expletives, and rushed statements easily mis-interpreted!

[Craig B]

Same here...

We use IM between ourselves if we have a few quick questions to ask. A few our regular clients are looking towards video conferencing for there needs but it's not for us. Also like you were saying Brian, there are times when rushed typing can be mis-interpreted.

Craig.