WhatsApp Business solutions are indispensable to contact centre strategies.
Launched in 2009, WhatsApp has 2 billion users and is the most popular messaging app globally. WhatsApp Business, a commerce-centric variant that allows businesses and brands to communicate with customers through the main WhatsApp interface, followed near a decade later in 2018 with two different solutions: WhatsApp Business solution for small and medium-sized businesses, and the WhatsApp Business API for larger enterprises. According to DataReportal, WhatsApp Business has in excess of 50 million users.
In today’s omni-channel landscape, consumers expect to connect with businesses through a variety of channels such as phone calls, texts, tweets, chats, photos, and videos. As a result, they seek to engage with businesses in a manner that is similar to the manner in which they connect with their friends and family, making WhatsApp Business solutions an indispensable addition to contact centre strategies.
Ensure optimal reach by meeting customers on their preferred channels.
WhatsApp Business has a wide user base, making it an attractive platform for businesses looking to expand their reach and engage with customers in a more personalised manner. According to Will Cathcart, Head of WhatsApp, 175 million people a day use WhatsApp Business. This presents a unique opportunity for businesses to connect with their customers on a platform that they are already familiar with, increasing the likelihood of engagement and conversion.
Given its massive user base, businesses can leverage WhatsApp to access a diverse range of customers, from different geographic locations and age groups. This can help businesses to expand their customer base and build stronger relationships with existing customers.
In addition, WhatsApp’s popularity among users has led to a widespread adoption of the app as a primary mode of communication, making it an ideal platform for businesses to connect with their customers in a way that is convenient and relevant. By meeting customers where they already are, businesses can increase their chances of success by providing a more seamless and personalised customer experience.
Activate richer two-way conversations.
The ability to send rich media messages is one of the key features that sets WhatsApp Business solutions apart as a powerful tool for businesses to engage with their customers. With WhatsApp Business, businesses can send not only text messages but also images, videos, and audio recordings to their customers. This presents a valuable opportunity to provide more personalised and engaging CX.
Using rich media content, businesses can assist their customers in a more dynamic and interactive way. For example, they can send images of important documents, videos demonstrating how to use their products, or audio recordings that provide more context and details about their current issue. By doing so, businesses can make their resolutions more effective and efficient for customers, thereby increasing the likelihood of satisfaction and loyalty.
Moreover, rich media messages on WhatsApp Business are more likely to stand out in a crowded inbox and catch the attention of customers. They also provide a more visually appealing and immersive experience that can help businesses better communicate their brand and message. According to WhatsApp’s success stories, WhatsApp Business can speed up customer service by 225%.
Always on, always up.
The WhatsApp Business API platform provides a distinct advantage over the regular WhatsApp app, as it remains constantly connected to the cloud. This eliminates the dependence on mobile devices being switched on for incoming messages to be received. This uninterrupted connectivity allows businesses to remain available to their customers 24/7, and in the event of an out-of-hours message, automated message replies can be set up to inform customers of expected response times.
In addition, the WhatsApp Business API enables multiple users to access the platform through a single number, thus facilitating efficient handling of incoming messages. This feature ensures that incoming messages can be attended to by the next available agent, thereby improving customer service levels and response times.
High standards of privacy and security and trust.
WhatsApp’s commitment to user privacy is paramount, with the platform utilising end-to-end encryption and strict compliance with local regulations. Additionally, businesses seeking to connect with the WhatsApp Business API must undergo a rigorous verification process, further safeguarding user privacy. The platform also offers a two-factor authentication system, which adds an extra layer of security for users.
Once a WhatsApp business account is verified, it is granted a “green check mark” badge on its profile and chat thread headers. This badge serves as a symbol of trust, helping businesses build their brand and establish credibility with their customers.
WhatsApp’s ease of use and popularity have made it a preferred choice for businesses to communicate with their customers in a two-way conversation. As a result, more and more brands are including a WhatsApp Business as part of their contact centre solutions to engage with customers in a more personal and interactive way.
By utilising WhatsApp, businesses can join a growing community of forward-thinking companies that are leveraging the platform to create deeper connections with their customers and drive business growth.
WhatsApp Business solutions are a contact centre strategy must-have.
WhatsApp Business has emerged as a preferred platform for businesses to engage with their customers. With its increasing popularity, customers have come to expect that businesses are available to communicate through this channel. Therefore, incorporating WhatsApp for Business into their communication strategy has become imperative to meet customer expectations and enhance engagement.
The platform’s simple setup process allows businesses to quickly and efficiently handle customer queries, often within a 24-hour timeframe, thereby improving overall customer service levels.
With over 2 billion active users globally, WhatsApp’s usage is consistently growing year-on-year, with a significant percentage of millennials and baby boomers using the platform. This widespread adoption and demographic diversity provide a vast potential audience for businesses to reach and engage with through the platform.
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