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.
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. If your customers know they will get a response via WhatsApp quickly, they 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 amount of incoming phone calls. 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 as easy in a call. And even customers are given some more freedom since they don't have to sit and wait for a phone to get answered. They can simply pose their question via chat.
Customer contact tool
If you connect to the WhatsApp Business solution via the CM.com platform, you can choose to implement the API into 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 into 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 into 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.