Customers want to connect with businesses like they do with their loved ones. That means a quick message to check up on something or a speedy resolution to a problem. That doesn't mean waiting on the phone for an hour.
Fifty-six percent of people prefer to message a business than call customer service, and it's not hard to see why — long hold times, unhelpful staff, call transfers; Calling a company can be a seriously stressful experience.
If you're looking for a way to transform your business in 2022, integrating hassle-free WhatsApp messaging services into your organization can provide an ongoing return on investment and an enhanced customer service quality. That's because customers don't have to dial premium-rate numbers or wait for a callback. They can engage with your business like they communicate with friends and family. Here's how to capitalize on WhatsApp in your organization.
With 2 billion active users, WhatsApp is the most-used mobile messaging app on the planet. Its easy-to-use chat interface makes it simple for customers to contact you with questions about products and services. WhatsApp messages are a type of asynchronous communication, which means, unlike the telephone, information exchange doesn't happen in real-time. That allows customers to ask questions or provide information at their own pace. If a customer has something to do, they can always return to a WhatsApp conservation later.
The flexibility of WhatsApp means it's easier for customer service reps to resolve queries and complaints to a higher standard. Unlike the phone, there's no crosstalk or poor audio quality. Customers don't have to press numbers on their handset to get through to the correct department. These benefits can build user loyalty and take customer support to the next level. Perhaps that's why customer engagement is higher on WhatsApp than other channels.
WhatsApp isn't just a powerful platform for customer service. You can also use it as part of your omnichannel marketing strategy to boost brand awareness and generate new customers. You'll need to download WhatsApp Business, the version of the app designed for business owners like you. Then you can utilize these top three ways of using WhatsApp to promote your business:
Make Creative Offers and Promotions — Send links to offers and promotions on your website using WhatsApp's chat features. Doing so can improve engagement with customers and encourage sales.
Create Broadcast Lists — With broadcast lists, you can deliver messages to several customers in your contacts simultaneously. You don't have to send an individual message to each customer. Use this feature to introduce new products and services or send funny GIFs and memes that increase brand awareness.
Engage Customers Directly With Phone Calls — Can't resolve queries by text? Call customers through WhatsApp for free. If you have an international customer base, WhatsApp can be a cheap way to improve communication and customer service.
Read more: Differences Between WhatsApp, WhatsApp Business, and WhatsApp Business Platform
A WhatsApp Business API is the technological framework that lets you use WhatsApp in your business. It automates many of the tasks associated with WhatsApp, such as sending bulk messages, creating template messages, and managing contacts. WhatsApp has its own API that integrates with Zendesk or a contact center system. However, you might want to use an API from another official provider that offers even more features and supports your marketing strategy, such as Clickatell.
An API is much easier to scale your communications and promotions than just using WhatsApp on its own. That's because you can communicate across multiple channels, enable real-time transactions, and benefit from enhanced security.
Read more: Top 5 Benefits of Promoting your Business with WhatsApp
Clickatell's WhatsApp API lets you communicate with consumers on WhatsApp Business and improve customer experience (CX). Here are some of the benefits:
Clickatell's WhatsApp API ensures conversations with customers stay private via multi-factor authentication and end-to-end encryption.
It improves delivery, open, and conversion rates on the WhatsApp messaging platform with interactive messages that include images, videos, and documents. Improve engagement and brand loyalty and encourage more customers to visit your online store.
It lets you create template messages such as alerts, payment updates, ticket updates, delivery statuses, two-factor authentication codes, and more.
Enable self-service by automating answers to commonly-asked questions on the WhatsApp app. This feature can reduce labor and resources in your organization.
Read more: How to Integrate WhatsApp Business into Your Website
WhatsApp Business is an incredible communication platform that lets you exchange messages, promotions, and content with customers in seconds. Many consumers prefer to engage with your business on the platform than the phone. So take your WhatsApp communications strategy to the next level with offers, broadcast lists, and a WhatsApp Business API that does all the hard work for you. Allow our team at Clickatell to work harder so that your team can work smarter.
Enhance digital marketing and the customer experience by integrating Clickatell's WhatsApp Business API into your organization.
SMS and two-way channels, automation, call center integration, payments - do it all with Clickatell's Chat Commerce platform.