5 Ways to Use WhatsApp for Support

Apr 1, 2022

In today’s fast-paced world, staying connected at all times is extremely important. Social media platforms have enabled us to always be online – the world never sleeps! As people increasingly remain online and accessible, they continue interacting with countless brands at all times. This, in turn, calls for brands to be available and accessible at all times, too. One major tool that is helping enterprises on this front is WhatsApp Business API.

What is WhatsApp Business API?

WhatsApp Business API enables an enterprise to communicate with their customers and provide seamless customer support, as well as drive customer engagement. You can integrate the WhatsApp Business API into your existing platforms and strategies to make the most of this cutting-edge social tool.

What are the benefits of using WhatsApp Business API Solutions?

Some of the top benefits of using the WhatsApp Business API are:

· Optimized call volume and call wait times

· Be accessible and available to customers at all times

· Deploy chatbots to automate customer support

· Scale up your communications as your business grows

· Send out important notifications individually or in bulk

Top Ways to Use WhatsApp Business API for Support

The Whatsapp Business API can be used in the following ways:

Solve customer queries on chat

Nobody enjoys the long wait times when they call customer service with a query. Instead of that, you can divert the customer queries to the chat and offer live support either through a customer service rep or through automated chatbots. This way, a live rep can handle multiple queries at the same time, something that cannot be done over a call. With chatbots, your customer support can run 24x7 without a drop with no wait times. This reduces the load on the call centre, which can then be deployed only for bigger queries or cases that require a human conversation and intervention.

Send out alerts, updates, and notifications

Detect suspicious activity on a customer’s account? Trigger a WhatsApp text immediately to inform the customer about it so they can look into it and confirm. Want to send out order updates like packed, dispatched, out for delivery, etc.? Send out WhatsApp texts containing all the information with no 160-character limits. Want to notify customers about upcoming sales and promotions? Send out WhatsApp texts with the link and details in just a click.

Collect feedback and engage with the customers

Why should your communication strategy be just one-way? By using WhatsApp Business API, you can open the floor for two-way communication. You can use WhatsApp not just to give information to your customers but also to receive information from them. Collect customer feedback, comments, queries, etc., and respond to them in real-time!

Allow customers to avail services quickly

You don’t always need to get your customers to your website or to connect them to a customer support rep each time the customer wants to avail of a service. Some services that can be automated and can be provided through WhatsApp Business API. Top examples of supporting your customers in this way include helping them book appointments, access web check-in or their boarding pass or ticket details, send in ID proofs or invoices or receipts as proof of payment to support queries, etc.

Share product or service catalog and details

With WhatsApp Business API solutions, you can share product or service images and details easily with your customers, whenever they need it or whenever you need to them send it out.

Unlike traditional SMS or email communication, WhatsApp is more easily accessible for customers, even if they are not too tech-savvy. Moreover, they can save it, bookmark it, and forward it too! The cherry on the cake – no character limit or MMS charges!

These are just some top ways you can use WhatsApp Business API to support customers. Depending on the industry you function in, the WhatsApp Business API Solutions can be customized to meet your specific requirements. This is where Knowlarity can be an immense help to your business.

Written By:  Aliya


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