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WhatsApp is ranked the world’s most popular instant messaging app to communicate with each other with 2 billion active users worldwide. It is immediate, personal, and global in reach, making it a great tool for customers to reach out to businesses.
Brands with a focus on omnichannel strategy can find WhatsApp for customer service a perfect solution as it incredibly helps to engage with customers in a private and secure manner.
From handling customer queries to showcasing products, sending notifications, or giving updates, a variety of tasks can be done through WhatsApp to enhance customer experience with a brand.
Your company can benefit from the end-to-end encryption feature and use it to redefine communication with customers.
With WhatsApp messaging, you can strengthen your customer support and take business communications to an altogether new level of engagement.
Customers now expect personalized answers and wish to be engaged in real-time communications. The trusted and secured messaging nature of WhatsApp makes it ideal for engaging customers and meeting their expectations. For that reason, brands globally are using it as one of the top messaging apps for customer service and quickly reaching out to customers.
Using WhatsApp for customer support can help your business in many ways:
Brands need to be present on virtually every channel to meet the goals of customer experience. By using WhatsApp, your business will find a great customer service channel and be able to offer quality customer support through the most widely used messaging platform.
Brands are using WhatsApp in different ways to achieve the goal of customer satisfaction and deliver an omnichannel experience.
Let’s look at each of the ways to use WhatsApp for customer service.
Customers seek quick responses when they reach out to businesses. Thanks to WhatsApp, you can engage in one-on-one communication with your customers and handle their queries in real-time.
Your business also needs to be ready as customer queries can come in many forms, be it inquiry about a product, information regarding a purchase, interest in a potential product, complaint or order-related doubts, etc.
In fact, you can give a huge boost to customer engagement with WhatsApp integration and ensure value at each step of he journey.
52% of people believe that companies need to take action on their customer feedback.
Well, customer feedback should matter to your business, as much as anything else. And when there is an excellent platform like WhatsApp, brands should not think twice about reaching out to customers and soliciting feedback from them.
The conversational flow of the channel makes it one of the key tools in collecting customer feedback and sensing the mood of customers.
Goibibo is a leading travel and tour agency that uses WhatsApp successfully for customer feedback collection. The experiment has been a great success for the agency as it has witnessed a huge uptick in its review conversion percentage.
Adding WhatsApp business to your communication mix can prove to be very handy in sending status updates to customers regarding booking, order tracking, etc.
You can use the channel to inform customers about the exact status of their order, its scheduled arrival, and other key information.
Updating customers about the status is easily one of the key customer service tips and grow your business.
Your business can use WhatsApp API for sending notifications and reminders to customers and enhancing their experience with your brand. Different types of notifications can be sent to customers such as related to booking, due payment, etc.
Unlike email, customers are more interested in reading WhatsApp messages and that’s why sending notifications and reminders there can help a lot.
WhatsApp Business gives you an opportunity to highlight your products and services so that customers can find them and think of engagement. Brands can create a catalog to showcase their products and services and leverage all the possible benefits of WhatsApp marketing.
In addition, the chatbot capabilities can be combined with WhatsApp to automate queries and efficiently respond to customer messages. Whether your business is small or large, you can leverage the platform and showcase your wares to the world for free.
Know more: How to Do WhatsApp Marketing: 8 Simple Steps (2024)
Customers nowadays expect booking information and related details on WhatsApp as it feels convenient to them. When all the booking-related information is available in a single place, it enhances the customer experience with the brand.
Your business can include WhatsApp as part of the customer communication channels with a view to club all the booking info together and deliver it in a seamless manner. This can save customers the hassles of checking emails and calling the support team for relevant information.
KLM Royal Dutch Airlines is a good example of how to successfully use WhatsApp business API to make booking simple and effortless for customers. The airline not only sends all booking details on the customer’s WhatsApp number but also sends e-boarding passes to add great value to customers.
The use of WhatsApp can be done to do customer communication at scale or engage in mass communication. There is the freedom to use the media format of choice be it images or videos with customer interaction to enhance the experience.
Omnichannel engagement holds a lot of promise for businesses to seamlessly connect all channels into one customer experience flow. And WhatsApp is definitely a great leap forward in this direction to boost customer engagement and redefine support.
With private and encrypted messaging, WhatsApp is going to add a lot of value to your customer service strategy and provide a competitive edge in the industry. You can thus make it part of your customer service mix and put your business on the right track of growth.
Learn more: 15 WhatsApp Marketing Strategies for Your Business
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Praveen Singh is a content marketer, blogger, and professional with 15 years of passion for ideas, stats, and insights into customers. An MBA Graduate in marketing and a researcher by disposition, he has a knack for everything related to customer engagement and customer happiness.
As a writer and analyst, he pours the heart out on a blog that is informative, detailed, and often digs deep into the heart of customer psychology. He’s written extensively on a range of topics including, marketing, AI chatbots, omnichannel messaging platforms, and many more.
Mr. Singh also has a passion for subjects that excite new-age customers, be it social media engagement, artificial intelligence, machine learning. He takes great pride in his learning-filled journey of adding value to the industry through consistent research, analysis, and sharing of customer-driven ideas.
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