“Connecting with customers in a valuable, relevant manner is as old as marketing itself. But we’ve seen a shift recently in how, exactly, customers want to connect with brands. Strong brand connections are about whether or not the brand helps customers present themselves in a way that’s consistent with their own value.”
Every kind of business ultimately comes down to two main stakeholders: the provider (company or brand) and the customer (buyer). As they do business and engage in transactions, companies and customers often communicate with each other. In the olden days, this happened via phone or snail mail, and later via email and voice-based call centres. But today, the world of brand-customer-brand communications has opened up to include many more channels than ever before – thanks to conversational communications messaging.
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 for small enterprise integrations allows companies to receive and reply to WhatsApp chat messages with amoCRM. Gupshup.io is the official service provider of WhatsApp Business API. It provides an application that allows the users to test the operation of WhatsApp Business API.
There is no need to add a mobile number to WhatsApp Business API to test it while using Gupshup.io. The test mode in Gupshup offers a credit of 1$ and allows to send and receive up to 1000 text messages under this offer. Gupshup.io helps to authorize your business integrations on Facebook as well.
Gupshup.io’s app allows users to use all of the WhatsApp Business API features without any subscription fees. You only need to pay for the incoming and outgoing messages. However, Voice messages, pictures, and videos cannot be used in the test mode.
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.
WhatsApp is one of the most popular messaging apps, used for both personal and business purposes. Organisations that use WhatsApp for business can leverage more benefits by integrating it with their CRM systems. Let’s start by understanding the basics of WhatsApp Business Accounts.
Two types of WhatsApp business accounts
A WhatsApp Business App Account is most useful for small businesses that comprise 1 to 6 employees, receive a low volume of customer queries, and require only one or two agents.
WhatsApp Business API is ideal for medium and large businesses with more than 11 employees, which frequently receive a high volume of queries from prospects, leads or customers.
The WhatsApp Business App is free and easy to install, which is why many businesses prefer it over the WhatsApp Business API. However, it will not work if a company has more than 11 employees, or has multiple users, or wants to create custom message templates. This is where the WhatsApp Business API has a comparative advantage.
The launch of the WhatsApp Business API was a major turning point in the way the businesses interacted with their consumers. It opened up various avenues through which customers and businesses could converse, and enabled businesses to respond to their customers’ queries in real time. With this API, several businesses have seen a significant uptick in their sales and revenues.
One of the many different ways businesses can interact with prospective customers is via a WhatsApp chatbot.
A WhatsApp chatbot is an automated conversational software. It enables customers to get answers to common essential questions about a business through WhatsApp, by chatting with a virtual assistant. All they need to do is pose their question to the chatbot, as they would to any other real person via WhatsApp’s chat interface. The answers given by the WhatsApp chatbot are typically automated, and usually instantaneous. There are various types and levels of WhatsApp chatbots, and the extent to which they can answer customers’ questions varies with the level to which they have been “trained”.
The ubiquity of the Internet means that users’ demands regarding Internet-enabled services are also on the rise. In response to these demands, companies are coming up with newer technologies, not to deliver these services, but also to enhance user experiences. In every industry and sector, there is an increasing push towards providing better customer experiences (CX), combined with the realisation that this can be made possible by engaging users in a personalised manner. In fact, the personalisation of user experiences for an “audience of one” has become a major theme in the development and growth of Internet-based services.
Earlier engagement formats such as web and app were structured formats consisting of screens, tabs and buttons – they require humans to behave like computers; conversational interfaces are natural and intuitive – forcing computers to behave like humans. In that sense, conversational interfaces enable the most advanced form of customer engagement.
In the modern hyper-digital, hyper-connected world, automation simplifies tasks, streamlines processes, and generally makes life easier for individuals and organisations alike. AI-powered chatbots are becoming more and more prevalent in the customer experience (CX) and customer support lifecycle. From a business perspective, automation provides the following benefits:
- More than 80 per cent of customer relationships in an organisation can be maintained with little or no human interaction using tools like WhatApp chatbot and AI-powered chatbots.
- Over 50 per cent of the business operations in the U.S. have depicted the potential to be automated and provide extensive benefits
- Automation can also increase and enhance productivity up to 1.5 per cent annually at the global level.