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.