One of the main benefits of the WhatsApp Business solution is the use of Message Templates. Though many consider the main benefit of Message Templates to be able to proactively reach out to customers once they have opted in, these text templates can also be used to answer the most common questions more quickly. With the pre-set custom fields, each message will feel highly personalised. But this time, it didn’t take any effort from your customer care team.
Also, with the WhatsApp Business solution you’re able to setup quick replies. These are general messages that can be sent when a customer - for example - reaches out to you with a question about a lost package. The sense of being helped quickly is an important factor in customer satisfaction. Quick replies help you accomplish that. Also, if the customer knows he’ll get a response via WhatsApp quickly, he will not feel the need to pick up the phone and call you to speed up the process. That means a happier customer, and a few minutes saved on a phone call that doesn’t have to take place.
Make calling unnecessary
This brings us to the next point. Being reachable via the consumer’s favourite messaging channel (did I already mention WhatsApp has 1.5 billion users?) will drastically reduce the amounts of phone calls coming in. That easily saves you – on average – 3 to 5 minutes per customer question, as phone calls are the most time consuming of all channels used in customer care. Not to mention the ability to handle several chats at once. I don’t reckon that’s quite so easy in a call. And even the consumer is given some more freedom, as he doesn’t have to sit and wait till his phone gets answered, but he can just pose his questions and reply at his own convenience.
Customer contact tool
If you connect to the WhatsApp Business solution via the CM.com platform, you can choose to implement the API in your existing software, or you can use our Customer Contact tool, designed especially to make life of the customer care agent a bit easier. Quite a lot easier, actually. Combine SMS, Viber, WhatsApp, Telegram, Twitter, Facebook Messenger, Email and Voice in one customer contact dashboard. This dashboard creates order in the overload of communication channels and saves valuable time from your employees. Handle 1-on-1 conversations, shielded and secured. Integrate customer profiles in your own CRM and use quick replies, virtual assistants and out-of-office notifications for happy customers. Need another team to handle this question? Seamlessly transfer chats to other departments.