Providing all-embracing customer service with WhatsApp integration

Are you currently providing your customers with multi-channel support?

It is now well known that omnichannel improves the quality of assistance. This is why many companies are investigating the most efficient way to integrate new communication platforms with their contact centers.

Today, people are more comfortable when they can choose the channel that suits them best to contact a company in case they need assistance. They are also used to switching from one tool to another and expect a quick response.

Is your team prepared to meet these expectations??

In this scenario, WhatsApp is certainly one of the most popular and appreciated chat tools for people.

WhatsApp in a nutshell

WhatsApp is adopted by over 50 million companies worldwide and every day 175 million people choose it to contact enterprises to get a quick reply to their queries (source Meetanshi).?

• 2,24 billion monthly active users
• active in 180 countries
• available in 60 languages
• 8th most downloaded Android App from the Google Play Store
• 1 billion messages in a single day worldwide

These numbers are stunning! That's why you should at least consider adding this application to your corporate communication system.

How WhatsApp can improve your customer service??

WhatsApp can help you expand the customer base that comes into contact with your company to ask for information, support, and assistance. Integrating it with your contact center is a forward-looking choice, mainly for three reasons:

1. Immediate support- WhatsApp will enable you to exceed your customers' expectations by providing them with simple, immediate assistance. People use WhatsApp on a daily basis for personal purposes, so even when using it to contact a company, the communication style is one-to-one and certainly more informal than an email or contact form.
2. Business-focused approach - WhatsApp is an additional customer service tool that allows you to share all kinds of useful documents in chat to satisfy customer demand. As the customers consult the App frequently, they immediately see updates and can just as quickly give feedback to the company. Product photos, catalogs, updates on orders, invoicing, shipping information, everything can be shared with the customer directly on WhatsApp.
3. Can be part of a multi-channel UC system - It can be part of a multichannel UC system. The expectations that customers have today when contacting a contact center can only be met in customer service based on multi-channel: all information coming in from different channels must be collected in one system.?

WhatsApp can be a new channel in your contact center, along with - for example - call center calls, email, and SMS. Customer service operators can handle WhatsApp calls and messages on one platform. This allows you to give your contact person a choice of N channels to contact your company.

Contact us now for more information on how to welcome WhatsApp into your UC system!