Tuesday 24 May 2016

Why Customer Service on WhatsApp is win-win for customers and companies?

Today, a business needs to be available on all communication channels with customers. Some customers like to use the sleek app, some are comfortable with the email & SMS and a few prefer calling. But a lot of customers are now finding it convenient to send their orders/requests on Whatsapp.
Let’s see why other channels are losing ground to WhatsApp?
Email – Once a very popular medium, email has been heavily abused now by spammers. Even fake customer queries are very common using Email, as real identity can be hidden. It’s also inconvenient to use on smartphone, which is a de-facto device for most customers today.
SMS & phone call– There is a cost to message or call. Also, you can’t send media files like photo of your shopping list. A call can be missed by company, if there is inadequate number of phones and operators are busy. Service on phone call, is restricted by working hours of company.
App – The cost of building and marketing a new app is huge and returns on investment take a long time! With more than 20 million apps available online, people have lost the craze of downloading new apps. By default, there are already 40-50 popular apps everyone has on their phone. So, new app download means slowing down the phone & learning another app UI. Also, if you are an emerging business, then people doubt if your app accesses personal data from the phone.

Why customers love WhatsApp?

  1. This amazingly simple app is free to use locally as well as internationally for the customers. Send as many messages to company at no cost!
  2.  It allows you to share your request as text as well as media files (e.g. photos of broken device to be repaired, medical report of blood test etc.).
  3.  I does not breach privacy. Companies can connect with customers only when customers start the communication.
  4. Customers can request round the clock. No need for the company representative to be present to take down the request.

Why businesses getting attracted to WhatsApp?

  • Customer service for all customers can be done virtually using one phone – with Whatsapp installed on it.
  • No investment on multiple phones and call centers, just to avoid a missed call or busy tone. Customer representatives can focus on working on requests instead of getting busy with phone.
  • A customer is authenticated naturally as Whatsapp is attached to a genuine phone number. Helps a lot to avoid fake requests/orders especially for COD mode of payment.  No need to spend on OTP authentication service.
  • Request details are very clear thanks to media files supported on WhatsApp.
  • Your company number is in the customer’s contact list!

To ensure the Customer service requests received on WhatsApp, Bag A Chat provides a helpdesk solution, which manages the messages just like any other helpdesk system on email/ SMS. And, if you already have your app or website, this solution helps connecting WhatsApp with your service dashboard. So now your existing system is also connected to WhatsApp to serve customers better! For more details, visit http://bagachat.com/customer_helpdesk.html or drop a mail to info@bagachat.com for a demo request.


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