WhatsApp is a great leap forward for your customer service. You should adopt it as an additional tool to redefine your approach to service and expand your contact channels. Managers should consider that multichannel service is not just a trend that companies need to address, but a new scenario to harness. In which sense?
Ensuring that customers can choose the most appropriate and convenient channel to contact you is crucial to reach a broader customer base. People now expect to be answered quickly, almost immediately and prefer to use different channels to get a response as quickly as possible.
Let’s analyze together the main pros of adding WhatsApp to your contact center.
WhatsApp in a nutshell
WhatsApp is one of the most popular instant messaging applications. With over 2,24 billion monthly active users, it records 1 billion messages in a single day worldwide and this number is set to grow exponentially every year. This is a huge milestone for this application (source WhatsApp blog) chosen by people all over the world for its friendly user interface that makes it easy to communicate with friends, families, and even businesses.
WhatsApp is available in 180 countries, and 60 languages and it is the 8th most downloaded Android App in the Google Play Store worldwide. It is adopted as a business application by more than 50 million companies worldwide. And surprisingly, 175 million people choose it every day to contact companies and get a quick answer to their questions.
Why integrate WhatsApp
Using WhatsApp as an additional communication tool for your company is a wise choice. It adds value to your company, as your agents can assist with customer inquiries through the most popular instant messaging application. It enables high levels of satisfaction for three main reasons:
- Handle requests in real-time – People are very familiar with WhatsApp. They use it daily for personal purposes and are therefore inclined to choose it to contact companies and get quick answers. Adopting this application for business interactions can really make a difference in your support: it guarantees people what they expect. In other words, it meets their expectations: with personal one-to-one messages, you can quickly provide the information they require.
- Business-centric approach – WhatsApp allows you to provide engaging support by also sharing media, such as images, videos, and documents. All these aspects are essential to serve people in the best possible way. For example, you can immediately send a product catalog or product photos while chatting with a potential customer and have the opportunity to increase sales. It is also useful to share company information, such as order notifications, payment dates, and shipping details.
- Easy integrable tool – WhatsApp can be an integral part of your customer service platform, being successfully integrated with your CRM, your attendant console, and your compliance recorder. All these UC applications can be seamlessly integrated into one cloud-based ecosystem to have everything your agents need to provide satisfactory assistance. To be clearer, the customer’s background is immediately available at your fingertips to ensure high-quality service.
What are you waiting for?
Adopt WhatsApp to empower your company to boost customer service, the potential of this application is huge.
Contact our experts now to learn more about integrating our contact center with WhatsApp.