Gallabox's Blog

Why WhatsApp is one of the best helpdesk channels?

In the aftermath of COVID-19, most of the business sectors have started to use omnichannel services [https://gallabox.com/?utm_source=blog&utm_medium=WhyWhatsAppisoneofthebesthelpdeskchannels] that blend offline and online service channels. While this is highly beneficial for sales and marketing, delivering quality customer support becomes a tougher task. In today’s competitive business environment, customers hold all the power. If customers have an issue, businesses must ensure to take all th

Choosing the best WhatsApp CRM Provider

WhatsApp’s business tool is becoming a popular business tool because of its versatility. It is evident that the tool is one of the best digital communication tools and renders excellent customer support capabilities for businesses across all market sectors. In addition, WhatsApp Business is also a good alternative for your traditional CRM setup. As a CRM tool, WhatsApp Business can not only help businesses with just customer support, but also support with marketing, sales and after-sales support

lead generation

Lead Generation Tips for Wealth Advisors

Trust is paramount in the wealth management sector. This makes lead quality an important factor in the wealth management field. Only by consistently generating quality leads, can a wealth advisor find lasting success in the field. In a field where most competitors are still using traditional lead generation strategies like cold calling, newspaper ads and mail-based marketing strategies, smart advisors need to focus on using smart digital lead generation strategies. This will help them outperform

WhatsApp as a Customer Service channel

WhatsApp, the global chat platform, has around two billion worldwide users and has a substantial presence in all major countries across the world. So, there is no doubt that the platform has become an integral way of communicating in today’s world. This is one of the reasons that WhatsApp for Business, the company’s business platform, has become popular among business owners. With its popularity and convenience, WhatsApp becomes an excellent platform for lead generation and management. And, it a

WhatsApp’s Shared Inbox and its Uses

A business that does not manage their customer conversations efficiently will not be able to find success. Managing customer conversations and understanding the journeys of customers has become a challenge for businesses in this digital age. This is because businesses have access to a large customer pool and hence, need to handle a large number of customers from different platforms. Therefore businesses need to look for ways to manage customer conversations efficiently. In this article, we will

facebook

Facebook’s F8 Conference - Key Takeaways for Businesses

Facebook unveiled new developer tools for business messaging In this year’s virtual F8 conference, Facebook announced a slew of improvements to their messaging platforms, specifically interesting to us are changes being made to Business Messaging. Facebook executives listed out new product features for WhatsApp Business users that will help them interact with their customers more efficiently. One of the key announcements was that all developers will now have access to the API for messaging on In

WhatsApp Business is an asset for your Real Estate firm

It has become evident that the real estate business is having a hard time due to the COVID pandemic. With majority of customer engagements moving online, real estate agents and firms had to change much of their existing processes to thrive. This means adopting digital tools to enhance their sales and customer service. Since the real estate process involves constant engagement through calls and chats, real estate firms need to find a tool that can help them handle the constant customer interactio

WhatsApp business

WhatsApp for Shopify

Shopify has become one of the largest e-commerce platforms in the world. With its global reach and popularity, the platform has been constantly sought out by emerging businesses that are looking to improve their sales. Businesses choose Shopify as their e-commerce partners because they can easily create and manage their online stores. The platform also allows businesses to customize their online stores to render the best experience for the customers. Another major advantage of using the platform

customer service

What is NPS and why it is the secret sauce for success

No matter what era or domain, businesses that satisfy their customer needs efficiently will achieve better success in the market. We can clearly see that customer satisfaction is a critical component that determines a business’ ability to succeed in the market. In the current era, businesses use digital tools to monitor customer service and track customer experiences efficiently, and identify opportunities to increase customer satisfaction. With a host of tools and metrics available in the custo

customerexperience

Customer Onboarding – A Complete Guide

It is no secret that the current business environment is highly competitive, and businesses need to do more to earn a customer’s trust. Most of today’s customers expect businesses to hold their hands and assist them throughout their journey. If businesses fail to do so, they will risk losing the customer. Therefore, satisfying the needs of a new customer and ensuring that they have a smooth customer experience can be seen as a critical component that will drastically improve a business’ long-ter

b2b

Digital Tools to improve your B2B Business

We live in a time where most companies are taking the digital leap. We can also see sectors, like B2B, that have traditionally invested a small portion into digital channels favor complete digital transformation. This is solely because of the fact that the current market conditions heavily favor digital sales/marketing. The B2B business sector has always been a highly competitive one, and with this latest digital shift, the level of competition is at an all-time high. To survive in this highly c

customersupport

The importance of Average Handle Time in Customer Support

Average Handle Time (AHT) indicates the average time it takes for a business to handle a customer interaction. It is one of the most important customer service metric as it clearly shows the efficiency of a customer service team. If businesses take too long to handle customers, they will suffer from customer attrition and decreased profits. Similarly, if businesses have a low AHT, they will be able to improve their customer service operations and boost their revenues. Initially, AHT was a metric

D2C

The benefits of using Live Chat in the D2C sector

With the global D2C e-commerce market on the rise, a growing number of businesses are seeing the benefits of cutting out middlemen and engaging with consumers directly. The move to D2C has rapidly risen in the pandemic period because businesses are looking to increase profits and minimize unnecessary expenditure. This move is also based on the fact that D2Cs will have a better understanding of the pulse of the customers, which is a very important factor for survival during these pandemic times.

Wealth Advisors need to use WhatsApp Business

Digital transformation has become a major movement in the recent past, and businesses from many sectors are making the move. We have seen that businesses in the wealth management sector has been gradually adopting digital tools in the recent past. It is no secret that wealth management businesses can improve their customer service and marketing initiatives with the help of digital tools. And there seems to be one platform that is head and shoulders above the rest. We can clearly see that WhatsAp

customerexperience

Tips to improving customer service in the Automobile Industry

The automobile dealerships market (cars and 2-wheelers) is a fiercely competitive market. The line between Acquisition and Retention has blurred; the revenue made from service & maintenance is significantly higher than the meagre commission earned on new customer acquisitions. Only with exceptional customer service can automobile businesses compete in the competitive market. In this article, we will look at some of the points that can help improve customer service in the automobile industry. Le

WhatsApp’s QR Code feature and its benefits

WhatsApp has been constantly increasing its service offering for businesses since it started WhatsApp Business on 2018. As a platform that offers huge benefits for both small and large businesses, each of these service offerings offer critical help to businesses. The latest of those offerings is the WhatsApp QR Code feature for businesses. In this article, we will look at the benefits of WhatsApp’s new QR Code feature and how it adds value to businesses across various sectors. What is WhatsApp

How Retail Businesses can take advantage of WhatsApp Business?

2020 was a challenging year for retail businesses across the globe. With the pandemic and the lockdowns, many retail businesses struggled to maintain their customer base. Now that 2021 has started and things are looking optimistic, many retail businesses are looking to bounce back. To win back their customers and attract new customers, retail businesses need to drastically improve their customer support. The best way to do the same in the current era seems to be digital communication tools like

live chat

Why should Real Estate firms choose Live Chat?

No other sector has been hit as hard as the Real Estate sector during last year. We can clearly see that COVID has had a superior impact on the real estate industry, which is highly dependent on its customers. Therefore, real estate firms need to adapt to the current times and focus on growing their digital presence to capture the attention of customers. This sudden digital transformation might pose a significant challenge to both emerging and traditional real estate firms. To help those firms,

b2b

How to deal with today’s B2B customer support challenges

Customer support is important for any business, and it is especially critical for B2B businesses. Since B2B businesses deal with similar businesses, they are hard pressed to provide stellar customer support. This is because losing a single customer hurts B2B businesses more than B2C businesses, where increased volumes can make up for sub-par customer support. The increased pressure of operating in the COVID era compounds the customer support demands faced by B2B companies. In such demanding envi

All you need to know about WhatsApp Business API

If you are an emerging digital business that is looking to improve your customer relations [https://gallabox.com/], you might have heard about WhatsApp’s Business API. If you have landed in this article, chances are you want to learn about the platform before trying it out. So, to help you and innumerous other businesses, we will look to an in-depth exploration of WhatsApp Business API in this blog post. For starters, it is important to understand that WhatsApp’s business section has two major a

chat

Why Automate your Customer Support?

In today’s digital world, ‘Automation’ is the name of the game. Until a few years ago, automation was a term that was generally used by big businesses. However, the advent of latest technology has made automation a possibility for even small and medium businesses. We can clearly see that business owners have understood the value of automation. After all, it is an undeniable fact that automation brings several benefits to a business. With the whole world moving towards automation, more and more b

WhatsApp rolls out desktop calling feature

It has been five long years since WhatsApp added its desktop version of the app named ‘WhatsApp Web’. Now the web platform of WhatsApp is getting a significant upgrade in the form of voice and video calls. The feature, which is currently in the Beta testing stage, is slowly being rolled out to people across the globe. WhatsApp’s voice and video calling feature on the mobile platform has become an excellent addition to the app in the recent years. It was particularly very useful for small and med

omnichannel

Why you should provide an Omnichannel Customer Experience

If your business has a digital presence, you would most probably know that your potential customers come from various sources like the physical store, site or app. Since today’s customers are present everywhere, you should also be available everywhere. While being available on all channels is important, something much more important is to provide the same level of service across all the platforms. Hence, comes the need for an omnichannel approach. What is an omnichannel customer experience? A

lead management

What is Lead Management & Why do you need it?

Leads, or potential customers, are the fuel for business growth. Since these potential customers have shown interest in your business, it is important to give them the attention they deserve. Therefore, businesses have to spend time and effort to nurture these potential customers. When we say nurture, we don’t just mean manage the leads. We mean tracking customer behavior, understanding their needs and engaging them until they make the decision to purchase. So, calling lead management as the pro

chat

The Art of Contactless Customer Experience

The COVID-19 pandemic has had a colossal effect on how retailers conduct their business. With social distancing and lockdowns, retailers are thrust into the world of online retailing. Since today’s customers prefer a ‘contactless shopping experience’, online retailing has evolved from being a convenience to a necessity. When brick and mortar retailers were forced to close during the peak of the pandemic, online shopping experienced a significant high. As we can see in Capgemini’s ‘COVID-19 & the

customerloyalty

Building Customer Loyalty in the Digital World

It is an undeniable fact that we are currently in the golden age of digital shopping. After the pandemic, there is a sharp increase in the number of digital marketplaces. Face-to-face conversations have been replaced by digital conversations through video, mail or chat. With this digital transformation, customers have come to realize that they have more options at their disposal. If they are not satisfied, they can conveniently switch to another brand. ‘Brand switching’ has become a looming thre

Maximize Retail Opportunities with Digital Tools

We cannot deny the fact that 2020 was a major hit for many retailers. It is estimated that there is nearly 20% drop in retail sales due to the pandemic. Companies looking to revive their revenue figures are looking to providing smart solutions. In today’s market environment, it is evident that retailers cannot solely depend on word-of-mouth or offline marketing methods. Retailers need to focus on providing an omnichannel customer experience that attracts people and brings them back, and online m

Digital Tools for Wealth Advisors

In today’s world, more and more wealth management companies have started to use technology and digital tools to gain an advantage in the field. Even though digital transformation presents a few challenges to wealth management companies, it also provides various benefits. More importantly, digital tools and technology have helped these companies grow their client portfolio by helping them connect better with the clients. Small and medium-sized companies dealing with wealth management products sho

Revv up your Automobile business with WhatsApp Business

In the aftermath of the Coronavirus pandemic, most businesses have started to move online. The automobile industry is no exception as everyone ranging from large-scale automobile manufacturers to small-scale automobile dealers are operating with a digital focus. Since the automobile industry is built on offering simple and enjoyable customer experiences, customer support becomes the main focus. And there is one app that stands above the rest in the field of digital customer support, WhatsApp. L

lead management

Marketing-Qualified Leads & Sales-Qualified Leads

Many businesses struggle to convert because they don’t know which lead is sales-ready and which lead requires more nurturing. This is an important learning as it will help the marketing team get the right leads to the sales team. Therefore, a good knowledge about leads is important to help businesses generate more leads and manage their existing leads efficiently. This will help the sales team spend more time selling and less time ‘mining’ for leads. Thus, segregating leads into Marketing-Qualif

customerexperience

The Importance of First Contact Resolution Rate

In today’s competitive market, every business is focused on delivering excellent customer service. One of the best ways to ensure the same is by keeping track of the customer service level. While there are several Key Performance Indicators (KPI) that can measure customer service, one of them provides a clear indication of its effectiveness. And that is First Contact Resolution Rate (FCR). What is FCR? It is a well-known fact that solving issues in the first interaction will increase customer

cannedresponse

The art of crafting a Canned Response

It is important to understand that customer service agents spend a huge amount of time drafting the same customer service responses to various customers. This effort can be streamlined with the use of Canned Responses. Canned Responses can be defined as a set of pre-programmed customer service responses and they allow customer service agents to quickly respond to customers. This makes Canned Responses an important part of today’s customer service sector. Since Canned Response makes way for insta

WhatsApp business

Setting Up your WhatsApp Shopping Portal

In the current time, small businesses need to use all the available sales and marketing avenues to ensure success in the market. One of the fastest growing platforms that businesses can choose is WhatsApp. The messaging platform has rolled out several features that can aid the e-commerce and retail capabilities of its business users. Therefore, businesses need to look at WhatsApp as something more than a messaging platform. By using the platform, retailers can easily capture customer attention a

WhatsApp business

WhatsApp Business – Session vs Template Messages explained

With its increasing popularity and versatility, WhatsApp Business has become a mainstay in today’s market. Both the compact WhatsApp Business app and its big brother, the WhatsApp Business API, provide superior benefits to businesses across market sectors. Business owners who are new to the API tool might not know that unlike WhatsApp Business, WhatsApp Business API only allows two types of messages: Session Messages and Template Messages. When businesses understand both these message types, the

customerservice

Future-proof your Customer Service

Customer service is a process that is constantly evolving. Businesses need to constantly adapt to market changes and customer expectations to ensure customer loyalty. With the coronavirus having a major impact on consumer behavior, businesses are under immense pressure to provide superior customer experiences to ensure customer retention. In this scenario, businesses that have taken the initiative to future-proof their customer service will have a massive advantage over others. In this article,

customerexperience

CLV – What is it and why is it key to your business

In the current digital age, increasing customer experiences [https://gallabox.com/] has become one of the main goals for business growth. Therefore, some businesses tend to spend more on improving customer experiences and matching customer expectations. Even though this might look beneficial for short-term business growth, it will hurt the business on the long-term. The main reason for the same is that the business failed to realize the value of a customer and overspent on him/her. This is where

customerexperience

Major Customer Experience Challenges & Solutions

Customer experience has become a major factor in today’s competitive market environment. Managing customer expectations and delivering superior customer experiences has become a core factor in determining a business’ success. And with the whole world moving towards digitization, delivering exceptional customer service has become a challenging task for businesses across various sectors. It is not an exaggeration to say that today’s customers expect businesses to get it right the first time. With

live chat

Live Chat can boost your Retail Business

Digital commerce is the future of retailing and the world has started moving towards digital retail due to the pandemic. As digital retailers continue to grow, the competition in the market has sharply risen. Due to this retailers are hard pressed to engage with their customers more frequently and ensure that they have a seamless customer experience in order to increase conversion. The main challenge is that today’s customer expectations are very high as they expect digital retailers to provide

WhatsApp business

Mistakes to avoid while using WhatsApp Business

Ever since its launch, WhatsApp Business [https://gallabox.com/whatsapp] has become an essential tool for small and medium businesses across the globe. As the fastest platform to reach over 1 billion users, it is embraced by businesses and marketers all over the world. One of the main reasons that businesses love WhatsApp Business is the fact that it allows owners to build a strong business and communication platform without any registration or paywalls. With WhatsApp Business, businesses can sh

lead management

Real Estate developers - Take The Digital Leap

With offline interactions at an all-time low, digital transformation has become the need of the hour. A growing number of sectors have started moving towards a digital service space, and the Real Estate sector is no exception. We can see that the leaders in the real estate space have started using smart digital tools to improve their sales and customer experience. However, there is still a widespread hesitance in the market as several companies struggle to adopt a digital-first approach. The lac

chat

How D2C businesses can benefit from WhatsApp Business + Lead Management + Live Chat

The D2C market has seen a revival in the current age, especially during the COVID pandemic. Direct-to-consumer (D2C) companies that directly sell their goods/services to their clients has significantly grown in the last decade. Since there are no middlemen, D2C companies can build strong relationships with their customers. This is one of the unique aspects of D2C businesses as large retailers will not be able to do it. Companies that capitalize on the same have a greater chance to succeed. In sh

Top 5 most amazing use cases for WhatsApp Business

Today’s e-commerce market is a highly competitive environment where small and large businesses compete for the attention of the consumers. Since time has become an important commodity, most businesses focus on offering instant customer support to its consumers. Instant messaging tools have become a necessity for businesses looking to render real-time support to their customers. Among the numerous instant messaging tools, WhatsApp has proven to be the most effective digital support channel. As t

chat

Is your business texting-ready?

The world is communicating through text, is your business doing so? In the last five years, texting has gradually overtaken calling as the primary mode of communication. With the growing number of instant messaging tools, we can see that texting is here to stay. Since today’s customers prefer text-based communications instead of calls, businesses have no other option than embracing the change. As texting is a much easier form of communication, a growing number of businesses have started using in

WhatsApp Business & Its Perks

No matter where you are from, you would have definitely heard about WhatsApp, the ubiquitous messaging app. With nearly 1.7 billion users worldwide, it has become the preferred messaging platform for a broad demographic. But we are not here for WhatsApp, rather we are here for WhatsApp Business. Launched in 2017, WhatsApp Business had taken the business world by a storm. Built exclusively for businesses across the globe, the app was designed to act as a digital concierge for customers. Since it

Website Live Chat: The silent star of your online educational venture.

The pandemic made sweeping changes to our life and study-from-home is one such change. Before the pandemic, online education was limited to mostly higher and distance education. The sudden announcement of lockdown affected almost 500 million students in India and around 2 billion students worldwide. The traditional ‘blackboard’ education embraced technology moving all education online - from primary school to post-graduate studies. Meanwhile, the education technology services - Edutech industry

Messaging is the new tool for commerce. Here’s why your website needs a live chat feature immediately

Did you know more than 65 billion messages are exchanged on WhatsApp in a day? Facebook messenger clocks more than 10 billion messages a day! Email still accounts for its size, with 300 billion emails sent per day. Telegram and Signal are adding millions of users each month. Research reveals people spend 84% of their phone time on messaging apps. Given a chance, they'd rather text/chat than call. Businesses are not people, so they struggle to offer personalised service to chats and texts, wherea

Guideline to Effective Lead Management

Are you struggling to get more leads? If so, it is high-time to look at your lead management system. Lead management could be the deciding factor for your business’ success. Only with enough sales leads can the business succeed. ‘Nothing matters without sales’ states an age-old adage, and lead management is one of the best ways to increase sales. The following steps will act as a guideline for effective lead management. * Know your Prospective Leads Understanding the needs of your prospectiv

Trust Us, WhatsApp is a Must

Long-term meaningful relationships are the heartbeat of a business. No matter what scale or sector your business falls under, customer relationship is going to be your strongest source of revenue. Since the customer is queen, engaging with customers and making them feel valued will boost your business to new heights. And in this digital age, there is no better way to engage with customers than the most popular messaging channel, WhatsApp. Integrating WhatsApp API into your business page will le

Why Small Businesses should use CRM systems

Customer relations is the key for a business’ success. This is especially true for a small business. And the best way to increase your customer relations is using a CRM (Customer Relationship Management) system. If you are a small business owner who is asking ‘I am managing fine with phone, mail and excel. So, why do I need to make a leap to using a CRM software?’, then you are asking the wrong question. The right question is ‘Would you like to take a lightsaber to a knife fight?’ Using a CRM w

Five Tips to Boost your Conversion

Converting prospective customers can be a difficult task in any market, and it has become near impossible due to the pandemic. Are you tired of not getting sales even when your site has numerous visitors? Don’t worry, we have five tips that can help you convert potential customers. * Streamline your Forms One of the main reasons that visitors do not convert is their perception of the brand. As a business owner, you would have worked hard to create a superior customer experience by adding new

Go Digital

Don’t Be Afraid, Go Digital

Small and Medium Businesses (SMBs) make up the backbone of an economy. In India, the SMB sector is considered a crucial sector given its ability to provide jobs. And this sector was one of the worst-hit sectors during the Covid-19 pandemic. With the pandemic and the subsequent lockdowns, SMBs seized the day and set out to adapt to digital technology to survive. Many SMEs have survived and thrived by partnering with digital service providers particularly to enhance their Sales, Customer Support,

WhatsApp Business is (still) the most effective customer communication medium for SMBs

The concept of chatting rose to an extraordinary level with the introduction of WhatsApp. Today, it has gained access to mostly everyone in the world from a teenager to retired parents. After this success, WhatsApp reached next levels of communication through audio and video calls and now, it is shining its way to be the king of the hill in the business communication facet. While there are different approaches to communicate with the customers, WhatsApp is considered as the most favourite among

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