7 Best Tips for Providing Customer Support through WhatsApp

WhatsApp Business is one of the most valuable tools in our modern era that can help companies of all sizes grow and retain their consumer base. When using WhatsApp Business, any company can benefit from its features, regardless of their size. Below, we will share with you WhatsApp’s key features and how to use it to improve your customer service and build brand loyalty.

About WhatsApp
One of the world’s most popular messaging networks, WhatsApp has over 1.5 billion active users in 180 countries. It provides a way for businesses to reach a bigger audience with their customer care and assistance. This means that the organisation doesn’t have to teach its staff how to use WhatsApp, and its clients can easily interact with each other on a platform they are already familiar with.

You can send images, audio files, video files, documents, brochures, and your text messages on WhatsApp. This makes it easier for businesses to communicate with their customers and provides them with multiple facets of expression, ensuring an engaging dialogue with their customers. Moreover, WhatsApp Business offers a messaging platform that provides dependable end-to-end encryption of data so that you and your customer can communicate safely is a highly desired feature. With it, you can handle all communications utilising only one WhatsApp number because of its simplicity.

WhatsApp’s Features
Obtaining a WhatsApp business API is required for utilising WhatsApp for customer support, although it is not required. There are several things you can do to improve the efficiency of your system.
1. Two-way Conversation
Taking control of the conversation and engaging customers on their favourite messaging channel provides a more convenient and personalised user-customer relationship. The faster you respond, the more likely your customer will be satisfied. Responding to incoming messages within 24 hours would be ideal but difficult to achieve all the time. With a pre-programmed message, on the other hand, you will be able to efficiently provide customers with answers to their questions, meaning you can reduce labour costs while maintaining customer satisfaction.

2. Improved Startup Time
When it comes to WhatsApp Business, most large businesses choose to get started fast by integrating themselves with the service. This allows them to swiftly add a new communication channel to their current customer care system and provide a truly omnichannel customer experience. Using WhatsApp Business, they can engage with customers in no time compared to if they are using other customer management software that requires largescale system integration and user training.

3. WhatsApp Ticketing
For WhatsApp interactions, most organisations will seek to create a ticketing system. This lets the customer support agent see all of the client’s information and their interaction history on one screen, hence enabling them to better understand the customer profile and know how to tailor conversations to meet their requirements. To deliver a better customer experience, the ticketing system allows companies to make efficient use of and access previously saved data.

4. Bot Assistance
To automate your customer care process and serve more consumers, WhatsApp Business enables you to design your Bot and link it with your existing WhatsApp customer support channel. This allows your customer support agents to concentrate on the most urgent and complicated client issues while also increasing the number of satisfied customers.

5. Bot & Agent Integration
Efficient data processing will be required if there is a lot of incoming traffic. One such approach is bot-agent integration. When incoming traffic is heavy, the bot takes care of the customer’s questions to provide a faster answer. If the bot is unable to answer or the client requests to talk with an agent, the conversation can be switched to a live customer care agent, who will have access to the whole chat history and context, allowing for faster data processing while successfully dealing with the customer’s questions.

6. Monitor Customer Support
Supervisors who are overseeing customer support agents can conveniently monitor the efficiency of service via thorough reports and dashboards based on real-time data. They can also see the agent’s performance as well as any pending or open tickets to gain a clearer understanding of the business as a whole. This information can help the supervisor or management make informed decisions about how to improve the system.

7. Everything in One Place
How many times have you tried to locate a customer support phone number or email address only to be unsuccessful? WhatsApp Business solves this problem as customers can quickly contact the Whatsapp business number using Whatsapp’s search tool. There is also the convenience of having everything in one place, including your previous messages and discussions. It is also possible to hold a clear conversation on WhatsApp, thanks to the integration of Omnichannel. WhatsApp Business can also be fully integrated with your current Customer Relationship Management (CRM), making it more convenient for your agents and customers alike.

The many Customer service teams should use Whatsapp, one of the most widely used methods of communication. However, like with other communication methods, this provides major customer service advantages. New-age enterprises and B2C organisations should take this channel very seriously when it comes to customer service.