If there is anything that marketers and sales support teams of a brand completely agree on, it’s the importance of customer experience management. And a major aspect of that is how brands communicate with every individual customer; before, during, and after a sales transaction. It’s no surprise, therefore, that as businesses have gone digital, so have their customer touch-points.
Customer support used to depend on face-to-face interaction, in-branch, or on-site service. Then came the time of on-call support, IVR, and SMS services to make customer interactions quicker and after-sales customer experience smoother. The mobile nature of customer support has now extended to in-app and WhatsApp engagement.
Businesses are adapting their lead management and service functions to reach millions of customers every day via WhatsApp. So even without returning to the app, customers can still receive the order and service-related notifications of their business. This is a feat that is impossible to achieve without automation, and that’s where WhatsApp Business API comes into play.
WhatsApp introduced the WhatsApp Business App in 2018 to aid businesses – both small and large – to connect with customers in a personalised, 1×1 manner. Currently, WhatsApp is the world’s most popular app, with over 2 billion monthly active users, and delivering over 100 billion messages a day
Given that everyone from millennials to boomers in virtually every country are comfortable with the app, most WhatsApp Business users are aware that the app helps them connect with their customers, no matter how old they are, or where they’re located. This article discusses all about chatbots for WhatsApp and how you can use a bot to handhold your customer service interactions.
Messaging applications such as WhatsApp, Facebook Messenger, Telegram, and Hangouts are used by many businesses to reach a larger audience and grow their presence. Research by Pew Research Center has found that messaging applications help businesses boost engagement rates, and allow them to be in touch with their potential customers. Other surveys have also found that many users who use mobile messaging applications tend to support businesses that they can message directly, and receive quick services and support from.
Among the many messaging applications currently available, WhatsApp is one of most popular, even with businesses. A dedicated application called WhatsApp Business provides ample tools to organise, automate and simplify their communication processes. This enables businesses to safely and securely communicate with all customers who use the WhatsApp application in their day-to-day lives.
By Sohan Maheshwar
Lead Developer Relations | gupshup.io
Aug 7, 2017
The case of WeChat and its dominance in China is an interesting one. Released as a messaging app in 2011, WeChat now is much more than that. To borrow a phrase from Connie Chan, it is “actually more of a portal, a platform, and even a mobile operating system depending on how you look at it.” The app has over 900m monthly active users. Their users not only send and receive messages on the app but also a hail a cab, order food, buy flight tickets, play games and whole a lot more. Users access these services via verified accounts within WeChat which essentially are lightweight apps within the WeChat app. This model might only work in a country like China but it essentially gives the blueprint of what the rest of the mobile world is going to resemble soon – users using their Messaging app to access all their favorite services. Continue Reading