Why WhatsApp is the Tool Your Customer Service Team Needs

December 18, 2018

Conversational Messaging, Customer Service

WhatsApp is one of the most popular messaging apps in the world. People in 180 countries and counting use WhatsApp to stay in touch daily. With such an enormous reach, it represents an opportunity to engage with customers and increase revenue on a large scale.

Now, Live Agent Chatbots make it more practical for companies to use WhatsApp for business communication. Live Agent Chatbots resolve large volumes of common questions without human supervision. This makes it possible for companies to use such a ubiquitous platform without growing their customer service teams.

The opportunity for Live Agent Chatbots on WhatsApp is ripe. Smarter companies are finding the right balance between reach, automation, and human agents. They’re seeing higher quality in customer service and increased profits. It’s important to note, however, that not everyone can get on board just yet, and there’s an application process for businesses.

Most companies go through a WhatsApp Business Solution provider, like Hubtype. Live Agent Chatbots on WhatsApp have an enormous impact on customer-company relations.

Let’s look at how you can use WhatsApp to benefit both you and your customers.

Enhancing your customer experience with WhatsApp for Business Communication

Let’s face it – your customers don’t want to call you

Even before messaging apps dominated, consumers favored texting over calling or emailing. Now messaging apps are even more popular than standard SMS messages. In 2012, messaging apps overtook SMS in text message volume and they’ve since continued to gain popularity.

In 2012, messaging apps overtook SMS

What’s more is that when it comes to reaching their favorite brands, people aren’t calling or emailing as much. They’re trading hold times and email threads for the flexibility of messaging, and the convenience of all their communications arriving where they’re already conversing with friends, family, and colleagues.

Consumers are accustomed to chatting with customer service agents online and getting fast responses, and messaging apps are a natural progression of this. To survive and compete, companies have to offer services on these channels.

Communicating with customers on messaging means:

  • Shorter hold times
  • Less customer friction
  • Higher customer satisfaction
  • Opportunity to increase lifetime value
  • Competitive differentiation

WhatsApp helps reduce frustration and creates happy customers

With 1.3 billion monthly users, chances are your customers are already familiar with WhatsApp. By giving them one less thing to download, you increase your chances of engagement. The convenience factor is real, too: if your customer starts their support ticket on the medium of their choice, like WhatsApp, you’ve managed to not annoy them from the start and you’ll see an increase in satisfaction levels after interacting with support.

Using WhatsApp for business communication takes little to no effort from your customers. What’s the benefit of reducing friction for your customers to reach you? Increased sales, brand loyalty, and lifetime value. Communicating with your customers within the tool they use daily gives you a major advantage in being top-of-mind.

Live Agent Chatbots make things more personal, not less

WhatsApp for Business Communication is a less formal way to interact with customers. When chatting with a brand feels like talking to a friend, more meaningful conversations happen.

Your chatbot can be set to hand off to a real human agent when it’s not sure of the right answer, or has less confidence in how to answer the customers’ inquiry. This helps you reduce the ticket volume that requires a human and increase overall satisfaction  -all by avoiding a frustrating bot-only conversation and instead using a live agent chatbot.

Personalized communications increase brand loyalty, conversions, and your bottom line. A well-built Live Agent Chatbot saves customers details and preferences. This brings real value to the customer service experience.

WhatsApp helps your customer service team work smarter, not harder

Offering services on WhatsApp costs less: for your customers, and your business

With WhatsApp, users don’t even need a service plan to contact you. They just need an internet connection. WhatsApp for Business communication doesn’t drive up customer phone bills, SMS limits, or anything else.

If you’re like most businesses, you’re trying to keep your customer inquiries to a minimum and might be afraid of opening up another communication channel for your customers to reach you on.

With the power of automation, you actually reduce the demand on your human agents by handling up to 80% of queries with a chatbot and no human interaction at all.

This lessens the one-on-one communication needed between agents and clients. Live chatbot agents simultaneously help multiple customers at a quicker, more efficient rate. The potential for savings is huge, and at the same time, you’ll meet your customers where they prefer. It’s a win-win.

With WhatsApp for Business communication, you get better customer service insights

Your customers aren’t the only ones who benefit from timely communication on WhatsApp. Using WhatsApp increases customer feedback response rates by 40 percent. This insight is essential for you to know what you’re doing right and what you have to improve, and allows you to quantify your investment in the channel and improve your overall customer service KPIs.

Are you ready to use automation on WhatsApp? Contact us now to see if you’re a fit for the early access program for enterprise companies.