Customer contact over multiple channels

In this series of sector related tips for the WhatsApp Business API, we’re diving into the possibilities of WhatsApp for the Travel & Hospitality sector. How can you benefit from the WhatsApp Business solution in terms of reducing pressure on customer care while optimizing the customer journey?

Many companies know the future success of their business depends on the integration of mobile and -more specifically - on the integration of Conversational Commerce. Conversational Commerce promises to close the gap between customer and company using messaging apps. But just what is this Conversational Commerce business all about and why should you care?

The WhatsApp Business solution promises to make it easier for customers to contact your company. Great news for companies looking to optimise customer experience. But won’t growing reach by creating presence on WhatsApp put great pressure on customer care? Take out 3 minutes of your time to find out how WhatsApp will actually save time!

With the WhatsApp Business solution, there are two ways to chat with your customer. Once a customer opts-in to receiving messages from your business, you can initiate a conversation by sending notifications via so-called Messages Templates, or the customer can initiate a conversation with your business. Whenever your customer contacts or replies to you, a customer care window is opened. This customer care window creates more opportunities for you to benefit from the WhatsApp Business solution.

There’s a plethora of messaging apps and mobile communication channels available worldwide. Various apps exist, native applications are growing and also standard SMS text messages are still widely in use. In what channel should you invest your resources?

Mobile leads the way; Customers find, compare and buy on their mobile phone. The expectations from the consumer of mobile as a channel is therefore totally different than 10 years ago. Nevertheless, many companies still organize their marketing, sales and support the same way as 10 years ago.

The “80/20 Rule” as it is frequently called today, is an incredible tool for growing your business. If you can figure out which 20% of your time produces 80% of your business’ results, you can spend more time on those activities and less time on others. Likewise, by identifying the characteristics of the top 20% of your customers (who represent 80% of your sales), you can find more customers like them and dramatically grow your sales. However, many companies invest more in attracting new customers than retaining loyal customers. How is it that we no longer spoil loyal customers? Imagine what encouraging loyal customers can mean for your conversion! But how do you find out who your loyal customers are?

With the days getting shorter and colder, Christmas shopping fun has kicked off. Consumers are seeking out the best gifts at the best price, so competition between retailers in this time of holiday cheers can be fierce. How do you make sure it’s your inventory that ends up underneath the Christmas trees? If you want to reach the consumer before your competitor does, mobile marketing is the way to go.

Business messaging in 2020 will be quite different from what you’re used to. Different, both from a business and a consumer perspective. Questions raised on both ends are “Will you notice?” and “Will it matter?”. In both cases the answer is: “Yes, it will!” And this is how.