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 also adds immense value as a superior customer service channel.
Why use WhatsApp for Customer Support?
It is no secret that WhatsApp provides superior exposure for businesses as it connects them to customers from all walks of life. The platform, especially its Business API, renders excellent features that have a massive impact on a business’ customer service. Some of the features are listed below
Verified Profiles - With the help of WhatsApp Business and the Business API, customers can create a verified digital profile in WhatsApp. Although most businesses use their profiles to develop reputation and attract more customers, verified business profiles will also help businesses build customer trust and increase retention. Profiles can also help businesses share extra information like store timings, website and email, and thereby providing addition means of customer support for the customers.
• Convenience – Most customers would use their most convenient communication channel for conversing with businesses. With its uber popularity and ease-of-use, it is clear that WhatsApp is the favorite communications channel for most customers. This convenience will improve customer satisfaction in the long run.
• Automated Messages – In this digital era, customers demand instant assistance. Since WhatsApp Business supports automated messages in the form of quick replies and other templates, it can have a massive impact on customer service. Moreover, the platform can be operated 24/7 with minimal effort. Thereby, helping businesses resolve the queries of customers all through the day.
• Shared Inbox – With WhatsApp’s shared inbox feature, administrators and business owners will be able to view all the chats in a single screen. This helps them assign critical issues to critical resources, and intervene whenever necessary. This results in faster issue resolutions and query handling, which in-turn improves customer service.
• Filtering & Reports – Through WhatsApp API, businesses can sort the chats and separate it based on their level of importance. This allows agents to concentrate on critical issues and resolve them faster. In addition to increasing customer satisfaction, this helps businesses cut down customer attrition rates.
While the above-mentioned features highlight the benefits of using WhatsApp for customer support, it is also important to ensure that the platform is used efficiently. Therefore, this section will focus on exploring some of the best practices that will help businesses get the most out of the platform.
Using a Chat Widget – Businesses often fail to publicize the availability of WhatsApp support to their customers. And one of the best ways to do it is by installing a chat widget on the webpage. Adding a chat button will help customers easily initiate conversations and explain their issues instantly.
Chat & Call – It is important to understand that some customer queries and issues need much more assistance. Therefore, it is important for agents to know when to chat and when to call. Since WhatsApp offers both voice and video calls, this transition will be seamless. Whenever an issue seems to become complicated, agents can get permission from clients and initiate calls to help them better.
Use Multimedia – It is important to understand that WhatsApp is much more than a simple chat application. If businesses do not use its document and multimedia sharing options, they will miss out on several benefits. From simple receipts to tutorial videos, businesses can share multimedia that can enhance the convenience of the users. For example, Netherlands-based company KLM is using WhatsApp to share digital boarding passes that can be printed by customers using the QR codes.
Go Local – If businesses aim to reach out and help more customers in a locality, they need to chat using their regional language. Since not all customers might know English, it is important to enable local language conversations to resolve the queries of more customers and enhance customer satisfaction in the locality.
These four simple practices will help businesses extract the most out of their WhatsApp Business and API platforms. Businesses can also look to integrate the platform with their CRMs, live chat tools and other channels to enhance customer experiences even more. With the help of digital service partners like Gallabox, businesses will be able to build a budget-friendly yet fully-customizable interface to manage customer conversations from various channels.