An insight into using WhatsApp for business customer service

 


Email conversations can be slow and not all people check their inboxes frequently. This drawback makes this channel not well suited for providing personalized customer service, speeding up resolutions, and solving customer concerns. Whatsapp business messages, however, can be useful in meeting all such concerns. This messaging application has over a 98% open rate, and conversations carried out through it pretty high engagement. Hence, it makes sense for companies to use Whatsapp to answer customer queries swiftly.

By using Whatsapp business API, a business would be in the position to provide personalized customer support on this platform. Being able to view the chat history on the same thread and using contact numbers to identify customers makes it simpler for brands to identify and resolve customer pain points.

When customers contact a brand with inquiries and problems, they mostly anticipate prompt responses. Through WhatsApp, brands may program automates messages in order to welcome customers, give replies to basic FAQs or simply let the customers know when they can anticipate response from a live agent. Whatsapp bot integration can also be done to deal with the majority of customer queries. Bots are especially perfect for handling repetitive questions that do not require human expertise or knowledge. For instance, tracking order status and price inquiries are ideal tasks for companies using WhatsApp for customer service to offload on WhatsApp bots. By doing so, the customer care tea, of the brand can spend more time and resources on working on requests that need a human touch. WhatsApp chatbots works 24/7, providing an immediate answer to customer questions.

Contact

Sinch India Limited

7th Floor, Tower-4, Express Trade Towers 2,

B-36, Sector-132, Noida – 201 301

Tel: +91 120 6139000
Fax: +91 120 6139100
E-mail: marketing@aclmobile.com

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