It began life as the smart social networking platform that enabled friends and family to connect and chat.
Today, WhatsApp is the go-to messaging channel for two billion active users a month – and adding it to the omnichannel communications stack is a must for all businesses large and small.
Customer service, in particular, is the area in which WhatsApp can deliver huge benefits for organisations and their customers. The ability to interact quickly and securely via a platform that feels familiar and intuitive delivers a rich and rewarding experience for contact center agents and consumers alike.
Key to leveraging the full effects of that experience? Seamless integration of WhatsApp into your existing communication ecosystem. If they get that right, organisations can truly tap into the simple brilliance of modern messaging.
“WhatsApp has revolutionized instant communication, enabling people to exchange messages, photos, videos and more – this has opened up new opportunities for companies seeking to improve the customer experience and drive loyalty,” says Christian Orlandi, CEO at leading global contact center software provider XCALLY, whose recently-released ‘XCALLY Instant’ package takes care of it all.
“In addition, most people are already familiar with using WhatsApp, so it does not require a significant learning curve for customers or contact center operators. Using WhatsApp Business for customer service can provide companies with a fast, cost-effective and personalized way to interact. In addition, it can reduce business costs and improve the efficiency of a contact center. In short, WhatsApp has become a very valuable tool.”
Quick and convenient, WhatsApp messages can be delivered directly from and to smartphones without having to open a separate application or navigate through a website. In addition, messages are delivered immediately.
WhatsApp also enables companies to personalize the customer care experience; creating preset messages, automatic responses, and welcome messages to ensure that customers receive unique, high-quality service.
What’s more, WhatsApp is accessible everywhere and at any time of the day or night. This means companies can provide assistance to their customers 24/7, regardless of time zone or geographical location.
“WhatsApp enables companies to engage their customers in a more direct and immediate way,” says Orlandi.
“Customers can send messages directly to the company and receive immediate responses. This means that customers will feel more engaged and satisfied with the service provided by the company. Personalized assistance is provided in real time. This creates a sense of connection and trust between the company and the customer. Also, push notifications are a great way to inform customers of new products or services, special offers and promotions.”
XCALLY Instant is a package that enables all customer interactions that have occurred via WhatsApp to be managed directly from the XCALLY omnichannel contact center system. Available since late January, it allows users to manage not only inbound WhatsApp interactions but also create engaging and impactful outbound campaigns. It also keeps track of all interactions that have occurred on WhatsApp within the customer engagement process, providing a complete view of the user journey. Agents can consult past contact history and provide personalized and consistent assistance throughout the omnichannel customer journey.
“We have integrated XCALLY Instant into our contact center suite, precisely to take full advantage of the messaging platform’s capabilities within an omnichannel strategy,” says Orlandi.
“WhatsApp’s wide distribution and ease of use have made it a favorite communication channel. It’s integrated deployment within the wider contact center environment represents a further leap forward in omnichannel customer care management.”
To learn more about how XCALLY can help your and your customers’ businesses leverage the benefits of WhatsApp, click here.
