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WhatsApp is an extremely popular platform for communication among end-users. The businesses used to use this platform at an individual level to provide the required support via WhatsApp until 2018 because till then, there was no provision for business accounts in WhatsApp. In 2018, WhatsApp business numbers were launched. This provision was launched to cater to businesses with some advanced and useful communication and collaboration features. The WhatsApp business number also offers APIs of WhatsApp, so it can be integrated into any platform such as an intelligent call center software solution or a website.

Benefits of Using WhatsApp Business as a Customer Service Channel

For customers:

  • Better reach
  • Flexibility
  • Security
  • Conversation history

For Call Centers:

  • Reduced call waiting time
  • Reduced call hold and abandoned ratio
  • Use of rich communication to engage customers
  • Improved customer delight
  • Better resource utilization and increased productivity
  • Positive brand reputation
  • Increased ROI

Top Ways to Use WhatsApp as a Customer Service Channel

  • Add WhatsApp button
  • Add WhatsApp into call center solution

Manual to Use WhatsApp as a Customer Service Channel

  • Create an action plan of using WhatsApp as a communication channel
  • Train agents to use WhatsApp to provide customer support
  • Spread the word about the availability of WhatsApp as a customer service channel
  • Uniformity is a must
  • Don’t overdo WhatsApp messaging
  • Analyze the WhatsApp conversations
  • Collect feedback
  • Fine-tune the action plan