Wednesday, 18 May 2016

Still doing customer support, the old way using call, email or SMS? Shift to messengers like WhatsApp

Customer service is key function in every business. However, a conventional customer service comes at a significant cost. A typical customer helpdesk has one or many phones to attend the call. With every phone, there is a cost of attending it. You don’t want your customer to get an engage tone or a missed call. And still, many companies end up doing a restricted hours support (e.g. Monday-Friday 10am-6pm), based on the team’s availability. If you are looking for round the clock support, then the customer service cost multiplies.
This cost becomes a challenge for small and medium sector businesses like food ordering, real estate, consultants, hotels, e-commerce, startups, hospitals, service stations, customer care centers and many more.
Why WhatsApp?
Automated customer service using Email and SMS were good alternatives till recently, to reduce cost. However, thanks to advent of messengers like WhatsApp, telegram etc. customers are shying away from emails and SMS. WhatsApp which is a free messenger - has over 1 billon active users as of today.   An average user checks WhatsApp more than 23 times in a day. It supports text as well as media like images etc. and very quick and convenient to use. You can handle all your customers virtually on a single phone device using WhatsApp. No question of engaged or missed call!
With this, WhatsApp is too tempting to use with customers, right? However, it has some limitations that still discourage companies to use WhatsApp with customers:
  • It does not save history beyond a few days
  • Someone needs to continuously monitor the phone to take action.
  • Keeping track of which customer queries are answered and which are open is hard to track. Organizing hundreds of messages every day, involves significant manual efforts.
  • WhatsApp can’t be integrated with CRM or other customer dashboards used by business.
Bag A Chat has launched customer service helpdesk on WhatsApp – with an objective of eliminating the limitations of WhatsApp and similar messengers, in business use.
How ‘Bag A Chat’ works?
  • Helpdesk app and Whatsapp are installed on the company customer service phone. Customers continue to message on WhatsApp only- no other app needed.
  • WhatsApp messages from customers converted to ticket customer helpdesk system, on arrival.
  • Auto routing to appropriate customer service agent based on the message type.
  • Support agents can view these tickets, on any device like laptop, desktop, smartphone. There is no need to continuously check the phone for incoming messages.
  • Support team and management get the graphical dashboard to track customer tickets, service SLA, generate alerts on delayed unresolved tickets etc.
  • The solution is available on a monthly subscription. So no big upfront investment needed to try and establish customer service on WhatsApp.
Integration with business CRM:
If your business has a customer service system like CRM, app, website, helpdesk system etc. the Bag A Chat solution helps integrating WhatsApp with the same, using a simple API.
As you can see, Bag A Chat makes is hassle-free to run customer service on a single phone using WhatsApp – the next generation communication tool, popular with your customers. It offers all the features of a conventional ticketing system on WhatsApp without being heavy on pockets. More details about the solution are at http://bagachat.com/customer_helpdesk_usecase.html and to avail a free trial,  you can drop a mail to info@bagachat.com

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