It is no longer enough to only provide personalized and faster resolution to your customers. Now you are needed to provide these solutions on their preferred channels as well, and what is better than WhatsApp?
Since 2020, the world has witnessed WhatsApp become the fastest-growing message app for customer service. WhatsApp is currently the world’s third most-used social media with two billion users using it daily.
Apart from the incredible numbers, WhatsApp as an app is immediate and personal which makes it a great tool of business and personal communication.
Also, WhatsApp integration for customer engagement will bring a new way to interact effortlessly, convert, converse, and transform customers into brand loyalists.
So, without further ado, let’s quickly understand the use of WhatsApp integration for customer service in the modern age and how WhatsApp Marketing software can help in doing so.
Why choose WhatsApp integration software for customer service?
1. Highest number of monthly active users
Compared to all contemporary messaging applications, the number of monthly active users of different ages and geographies is highest in WhatsApp. This wider reach of WhatsApp indicates the need of using WhatsApp for customer service.
2. Numerous business-centric features
Besides, WhatsApp also provides a wide range of business-centric features. WhatsApp integration will enable you to share and exchange rich media content like videos, images, emojis, and documents. WhatsApp also provides you the opportunity of sending documents, which you can use to create a catalog for displaying your product and services. In simple words, WhatsApp has all the features that a business requires to serve its customers and communicate with them efficiently.
3. Easy integration
Using WhatsApp for customer service has become easier. All thanks to WhatsApp Business API, which has made it easier to use third-party WhatsApp marketing software for WhatsApp integration. Thus, as a business you can now easily store all customer data in one place and develop the value of your support team with the help of WhatsApp.
4. Free of cost and Secure
WhatsApp charges no subscription fee to create an account or use it, which makes WhatsApp integration cost-effective. Additionally, it’s highly secure to use due to the encrypting message feature. WhatsApp also follows the policy of securing information from being shared with third parties. Therefore, you can use WhatsApp for customer service without a single worry of getting your valuable data leaked.
In case you are still not convinced that WhatsApp integration will transform your customer service, let us see some benefits that WhatsApp integration can provide to level up your customer service.
Benefits of WhatsApp integration in customer service
1. Real-time communication
In this fast-paced world, quick response and real-time communication are necessary to enhance customer service. Thanks to WhatsApp, you can use its one-on-one communication feature for real-time communication to provide customer support.
Real-time one-on-one communication will give you vast opportunities starting from solving queries of customers in real-time to telling them about new products and services, answering their inquiries about any product or service, clearing doubts related to products or orders, and much more.
Therefore, it can be said that you will be able to boost your customer engagement efficiently with WhatsApp integration while ensuring value at each step of the customer journey.
2. Gather customer feedback
According to a survey conducted by Microsoft, 52% of customers believe that businesses should act on customer feedback.
Acting upon customer feedback will help you in fostering trust, gain customer satisfaction, and provide customized service and products. Therefore, customer feedback should be your priority.
WhatsApp has an excellent flow of channels, which makes it a credible tool for collecting customer feedback and recognizing the mood of customers. You can do this by sending simple post-purchase messages including multiple-choice answers. Plus, WhatsApp integration will help you to reach out to your customers and solicit feedback from them.
3. Share instant notifications
Notifications work as reminders that have helped in pushing customers further down the sales funnel. With the help of proper WhatsApp Marketing software that will let you use WhatsApp API; you can send notifications and reminders to your customers.
Besides, WhatsApp integration will help you send billing invoices, reminders about appointments, and the status of delivery, which will enhance customer satisfaction and experience.
4. Send status updates
Using WhatsApp for customer service will make it easier for your company to send status updates about different factors like order tracking, new offers, and much more to your customers.
Moreover, a study has shown that when customers are given an appropriate update about the status of their orders efficiently, their chances of repeat purchase increases.
Therefore, using WhatsApp integration to keep your customer updated about the exact status of their order, scheduled delivery, and other vital information, will boost your customer service.
5. Highlight your products and services
When using WhatsApp for customer service, you will be able to greatly benefit from the highlighting option that WhatsApp business provides. This option of highlighting products and services can be used to increase customer engagement by catching their attention. As a business, you can develop a catalog for showing your products and services.
Besides, if you use proper WhatsApp Marketing software that lets you combine chatbot capabilities with WhatsApp, queries could be automated, which will increase the efficiency of responding to customer messages and eventually transform the customer service of your company.
6. Option of scaling customer communication
Another best feature of WhatsApp is that it lets you scale communication. WhatsApp integration will allow you to communicate with customers at scale or engage in mass communication. Plus, it will also provide you the freedom of choosing from various media formats to enhance your customer service experience.
As WhatsApp gives the freedom of group targeting and holding innovative campaigns that are easy to run, it will Completely transform your customer service.
So, it can be said that WhatsApp is an exceptional option for your customer service.
How to use WhatsApp for customer service?
For efficient WhatsApp integration, you should look for an all-in-one CRM software that will provide you with the opportunity for omnichannel engagement. Omnichannel engagement in the modern era holds abundant promises for you. It will connect all your channels to the customer experience flow, and WhatsApp is one of the best platforms for achieving so.
By using WhatsApp for customer service, you will be able to transform customer engagement and redefine support. The private and encrypted messaging features of WhatsApp will add abundant value to your customer service strategy while increasing your competitive edge. However, you should invest in proper WhatsApp marketing software to be able to benefit from all the features that WhatsApp integration can give to your customer service.
