Messengers are the Future: Today, the popularity of Instant
messengers (IM) like WhatsApp, Telegram etc. is un-questionable. IM communication
is not restricted only to personal chats any more. Consumers are reaching out
to businesses too, using messengers. After all, it’s so convenient instead of
downloading & using the business app! As communication is shifting from
traditional e-mail/SMS to next generation messengers, being available on
WhatsApp or other popular messengers is no more optional.
Managing IM data is a pain: its good news for companies that IM are
helping more people to connect to business. Communication ranges from basic
queries, complaints to even ordering services & products! However, as more
and more customers are trying to contact on messengers, businesses face issue
of how to manage data. Most of the IM including WhatsApp are not designed for
business communication yet. They don’t even save history of communication
beyond certain limit. But, the growing popularity of messengers like WhatsApp,
forces companies to remain connected on WhatsApp and dedicated human resources
to manage the data.
Not Anymore. There are
solutions available now, which help integrating IM to your business solutions
seamlessly. E.g. BagAChat, which provides business solutions on messengers like
WhatsApp/Hike, helps backup the messages from customers real-time on cloud. Once
the messages are saved securely, various business actions can be taken on those
messages, from the web-dashboard. e.g.:
- -Convert messages to service tickets to be worked on my multiple agents from any device
- -Manage customer information, downloading messages & contacts in excel
- -Searching & filtering data using multiple search parameters.
- -Viewing Analytical trends helping understand customer behavior & support quality.
Companies Look for IM integration: Many companies have their own customer service
solutions like CRM, App, website etc. They don’t want to maintain data in two different
systems: one for Instant messengers & other for rest of
communication channels. Companies prefer to integrate messengers like WhatsApp to
their existing customer service software.
IM Integration with Business Software: BagAChat helps
here too. It provides Message Forward to company software. The messages coming
on WhatsApp get forwarded to the company software, along with the sender’s
contact number. Also, for adding this connectivity, companies don’t need any software
development in most of the case. If your software supports REST API, then
BagAChat provides a setting – which helps integrate messengers to your
software, merely by configuration!
This is so convenient, as it saves companies from spending months
in developing, testing and putting the API connectivity in production. Companies
can go live with messenger connectivity in few hours!
Get on Messengers with Customers: As messengers like
WhatsApp have made life of consumers very easy to talk to business, similarly
solutions like BagAChat have made the life of business team convenient coping
up with this migration from email to Instant Messengers.
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