Benefits of Using WhatsApp for Customer Service Delivery
Posted: Wed Jan 22, 2025 7:09 am
For the enterprise, using WhatsApp as a vehicle for customer service delivery brings several advantages. They include:
A Quick and Responsive Communications Medium
WhatsApp helps businesses georgia whatsapp number data conduct immediate, personalized and two-way conversations with customers, through a trusted platform that they habitually use. Exchanges can take place in real time, or be delayed at the customer’s own convenience. WhatsApp retains conversation histories, so that customers can pick up where they left off, and service agents can instantly refer to an existing conversation stream, to know exactly what has or has not been resolved for their client.
Reduced Costs
The WhatsApp platform requires little in the way of physical infrastructure, compared to customer service channels like call centers. The immediacy and popular appeal of WhatsApp messaging also ensures higher open rates than email (typically around 98%, as opposed to 24% for email). This means that action on WhatsApp messages can occur much faster, potentially avoiding expensive problems that could cost the enterprise in both customer dissatisfaction and direct expenditure.
Multi-Agent Support
Customer support cases can benefit from the input and expertise of multiple agents. For example, WhatsApp Business Premium lets you have up to ten devices connected to a single account. It also lets you assign conversations to specific agents, and monitor their activity. These agents don’t have to follow templates while resolving queries, providing greater scope for independent ideas, innovative solutions, and more personalized conversations with the customer.
Improved Internal Communications
As well as an outreach tool, you can use WhatsApp to enable your own staff to keep in touch with each other. With WhatsApp Business you can create distinctive groups (for example, assigned to each business unit), and promote greater collaboration between your employees.
Fail-Safe Options
WhatsApp Business allows you to reach your customers using SMS text messaging as a fail-safe. So if for example a customer’s handset doesn’t accept WhatsApp messages, you can count on an SMS platform like IDT to ensure that messages are always delivered.
Business Analytics
WhatsApp Business provides powerful analytics tools and metrics to boost campaign performance, and to help you better understand and engage with your customers. You can use these to keep an eye on customer responses, issue resolution rates, tracked deliveries, customer satisfaction (CSat), and your Return On Investment (ROI).
A Quick and Responsive Communications Medium
WhatsApp helps businesses georgia whatsapp number data conduct immediate, personalized and two-way conversations with customers, through a trusted platform that they habitually use. Exchanges can take place in real time, or be delayed at the customer’s own convenience. WhatsApp retains conversation histories, so that customers can pick up where they left off, and service agents can instantly refer to an existing conversation stream, to know exactly what has or has not been resolved for their client.
Reduced Costs
The WhatsApp platform requires little in the way of physical infrastructure, compared to customer service channels like call centers. The immediacy and popular appeal of WhatsApp messaging also ensures higher open rates than email (typically around 98%, as opposed to 24% for email). This means that action on WhatsApp messages can occur much faster, potentially avoiding expensive problems that could cost the enterprise in both customer dissatisfaction and direct expenditure.
Multi-Agent Support
Customer support cases can benefit from the input and expertise of multiple agents. For example, WhatsApp Business Premium lets you have up to ten devices connected to a single account. It also lets you assign conversations to specific agents, and monitor their activity. These agents don’t have to follow templates while resolving queries, providing greater scope for independent ideas, innovative solutions, and more personalized conversations with the customer.
Improved Internal Communications
As well as an outreach tool, you can use WhatsApp to enable your own staff to keep in touch with each other. With WhatsApp Business you can create distinctive groups (for example, assigned to each business unit), and promote greater collaboration between your employees.
Fail-Safe Options
WhatsApp Business allows you to reach your customers using SMS text messaging as a fail-safe. So if for example a customer’s handset doesn’t accept WhatsApp messages, you can count on an SMS platform like IDT to ensure that messages are always delivered.
Business Analytics
WhatsApp Business provides powerful analytics tools and metrics to boost campaign performance, and to help you better understand and engage with your customers. You can use these to keep an eye on customer responses, issue resolution rates, tracked deliveries, customer satisfaction (CSat), and your Return On Investment (ROI).