Businesses are now switching to providing customer service using IMs such as WhatsApp and Hike. Users too these days value a relationship that is interactive, responsible and spontaneous. Customer service using WhatsApp or Hike has thus become the most preferred choice for any new or old business.
With 1 billion users, WhatsApp has opened up a new channel of communication for businesses. From voice calling to sending images, videos and other media files to most of the mobile devices such as Android, iOS, Windows and Blackberry.
Organizing Chat Messages - The Biggest Business Challenge
Many businesses were initially reluctant to use instant messengers for customer service due to their inability to organize chat messages efficiently. However, a business cannot ignore the fact that WhatsApp allows speedy interaction required to solve queries and answer customer questions instantly.
While WhatsApp and Hike allows you to save, backup, email and favorite chat messages, businesses always looked for a way to organize chat messages using labels, filters and quick search. Analysing chat messages from team and customers and creating reports was always a dream of a team leader or manager.
Bag A Chat app overcomes this challenge by allowing you to organize chat messages by way of creating labels. You can name the labels as per your choice and save chat messages under them logically.
For example: If you want to group all the chat messages related to new orders. You can create a label named as New Orders and save chat messages under this label. So, later on, you can simply go to this folder and review all the new order enquiries without getting lost in all the chat messages together.
You can also forward/assign messages to team members along with all details of messages like the timestamp and sender of the message. So a complete track of information is available to team easily.
Other benefits that you can leverage are creating analytical reports based on WhatsApp chat messages, set reminders or alerts to chat messages and selectively save or cloud backup your customer service chat messages. With a easy to use interface and brilliant features of Bag A Chat app, the entire customer support team can provide long lasting and improved customer support to thousands of customers in real time.
Bag A Chat app can also be customized and integrated with your business CRMs and customer support helpdesk systems like freshdesk, zendesk for better management. See more details here - Bag A Chat app for Customer Service Using WhatsApp and Hike.
With a strong emphasis on efficiency, performance, and reporting, being a project manager today is significantly different from what it was before 2005. With so many changes happening around all the time, it is always possible to face project failures.
The major factors for project failures are lack of involvement from senior management, capturing time and costs against projects, non-usage of any project management software, lack of knowledge about tools related to project management, lack of project management training and inability to deploy costly project management software. The project management industry is continuously evolving and the role of a Project Manager is always challenged.
Why Use Instant Messengers such as WhatsApp & Hike for Project Tracking?
Apart from being free and easy to use, instant messengers offer the convenience of being connected to your customers 24x7. These instant messengers such as WhatsApp & Hike can affordably be used in project management in following ways
1.One to One Chat – You message back and forth with project team members 2.Group chat – You can chat with two and more people at a time, up to hundred team members at a time with you and each other. 3.Broadcast – You can broadcast a project update to all members without allowing them to reply. 4.Calling – You can instantly call any of member 5.Share documents – You can easily share documents such as PDFs, flow charts, excel logs, videos with your team members back and forth. 6.Use with Web – You can also use web to access chat messengers such as WhatsApp.
How Bag A Chat App helps you with Project Tracking on WhatsApp & Hike?
Bag A Chat is an innovative app that works as an add-on for instant messengers such as WhatsApp, Hike and more. Bag A Chat enables you to make an enhanced use of business chat messages on instant messengers. If you are using instant messengers for project tracking, Bag A Chat app should assist you in managing your projects better in following ways –
1. Selectively save only project/status updates in chat messages
As a project manager, you may get hundreds of project updates from each of your team member. In that case, there is always a possibility of these messages being mixed up with your personal chat messages. In this scenario, selectively saving project updates becomes easy using Bag A Chat app.
2. Organize project chat messages under labels
As a project manager, you may be simultaneously working on many projects. In that case, it is very essential to maintain the project updates differently for different projects. You can easily organize chat messages under labels such as Project 1, Project 2, Project 3 or Accounting Project, Sales Project, HR Project, Development Project or anything that is convenient to you. Assign labels that you can easily remember and relate.
3. Smooth vendor management
Vendors and suppliers often send invoices, product images and quotations on WhatsApp chat. As a project manager, you can label them smartly as ‘Invoices’, ‘Purchases’, Store PO, Invoices, Product Images, Supplier Name, Vendor Name for easy and quick reference for future discussions, follow-ups and payments.
4. Project Data Privacy and Cloud backup
Bag A Chat app lets you maintain project privacy by saving these messages on cloud and eliminating the risk of images, text messages and media files being deleted from gallery or messenger. In addition, no one other than you can access these messages on your mobile phone when they are saved in the app.
5. Smartly Search Project Messages
When you have received hundreds of project chat messages from hundreds of team members, it is not easy to search for a particular message. With Bag A Chat app, you can smartly search messages with multiple search criteria. Save you time and effort using this super-fast way to search chat messages.
This may not be all for you as a project manager, you may have more needs in your project such as integrating chat communication with your ERP, CRM, SRM or any other internal business software, a collaborative view of business communication, management dashboards or any other business insights based on project chat messages. In that case, Bag A Chat can customize a solution to adapt to your business needs. See in more detail here how Bag A Chat works in project tracking or write to info@bagachat.com and we can get in touch with you quickly.
Check out our next blog post for real life business examples of using Bag A Chat app for project tracking in various business segments.
The popularity of WhatsApp is ever increasing since Facebook bought the instant messaging service for $19 million. More and more businesses are already using popular instant messengers such as WhatsApp or Hike for customer service, business support, e-commerce, official communication, and general enquiries. Countries such as South Africa, Brazil, Singapore, Malaysia, India, Mexico, Spain, UAE, Saudi Arabia and Hong Kong are among the top users of WhatsApp, Hike and other instant messaging applications.
Instant messengers such as WhatsApp being a free platform, businesses are thriving to make best use of these platforms and gain maximum exposure and reduce advertising costs. These apps are a great way for a local business to communicate with its customers. As a business owner, if you are using WhatsApp or Hike for customer service, business support, trading, retailing or banking and not analyzing the chat messages then you are losing the important insights for your business.
It is not just about marketing/sending/receiving chat messages to and from customers but also getting insights on how effective is your business communication. Here are five business benefits that you can derive by creating reports based on WhatsApp chat messages.
1.Feedback : Discover if you are making your customers happy
When customers send you feedback on popular instant chat messengers such as WhatsApp, Hike or any other messenger, you immediately come to know if the customer is happy with your service or not. As a business, it is very important to track the customer feedback over a period of time when you are dealing with thousands of customers.
2.Responsiveness: Know if your customers check your messages
When a business sends any messages to a new customer or an existing customer base, it is very important to know who have really checked the messages and when. This is a very important insight from a business perspective, as it lets you know the best time suitable for sending the messages and know which of the customers in your group are most active and responsive to your messages.
3.Chat Comparison: Learn what works and what doesn’t
As a business, you may send out a friendly festive greeting or a new offer and discount or an update about the product or a service on a regular basis. The message could even be about a same topic but created differently with beautiful images and wordings. In that case, know which of your posts works well and which does not - by creating reports that shows number and type of responses.
4.Manage Customer Relationship – Provide timely resolutions
A timely resolution to any customer complaint not only keeps the customer happy but also ensures recurring business and long-term association. Customer relationship is a key to success for any business. Create reports to know the complaints resolved through chat messages and maintaining the history of conversation as closed tickets and open tickets.
5.Measure Performance: See how your team is doing
You may have appointed a number of staff for interacting with customers on WhatsApp and Hike. In that case, it is very important to know the daily performance of the staff such as number of chat messages sent, received, customer response in a group and engagement using the group drivers or vibrant buddies reports from Bag A Chat app.
Why use ‘Bag A Chat’ app for creating reports from WhatsApp Chat Messages?
WhatsApp & hike does have limitation though and they have no intention to make it business friendly. Clearly, their blog says it all “We want WhatsApp to be the product that keeps you awake... and that you reach for in the morning. No one jumps up from a nap and runs to see an advertisement.” WhatsApp is clearly not interested in providing business benefits to any user.
Bag A Chat app makes the analytical reports very much possible for a business and also works as an add-on to WhatsApp/Hike and any other instant messenger for providing the business benefits that no other app is currently offering. There are lot many features that a business can benefit apart from just using analytical reports based on whatsapp chat messages or hike chat messages.
Simply write to info@bagachat.com to enquire about personalized business reports or any future needs.
Long-term customer care is key in every business. Instant Messengers such as WhatsApp offer personal touch to customer care in many businesses like real estate, wealth management, hotels, e-commerce startups, clinics, traders and more. And, why not? These interesting stats will tempt to you start using WhatsApp for Business and Customer Service.
Potential of WhatsApp for Business
WhatsApp has over 900 million active users as of today and over 1 million new users register everyday. More than 700 million pictures are shared on WhatsApp everyday and while 70% users check WhatsApp daily. More than 27% selfies shared on internet are made usually for WhatsApp sharing. An average user checks WhatsApp more than 23 times in a day. So looking at these stats, one can assume how much potential a business has for promoting business or best in class customer service.
Why WhatsApp for Customer Service?
1. Customer services is always assumed to be a costly service as businesses and many of the small and medium business owners find it difficult to manage the customer service department efficiently. Majority of the time and money is invested in product development, marketing and sales. Customer service is often affected due to lack of appropriate tools and systems in place.
2. With the availability of WhatsApp, a free tool available for use as a perfect medium for customer service, many businesses have started to use WhatsApp for business in customer service department. Small and medium business owners are tapping in the opportunity to connect with their customers by sending periodic announcements, updates, and season’s greetings to their valued customers.
3. Countries such as South Africa, Brazil, Singapore have already started using WhatsApp for business almost like any other application. India has the largest number of active users contributing to 10% share of its total user base. Many other countries in Middle East, Asia, Africa and Europe are switching to WhatsApp for business and personal use.
As a business owner, if you are using whatsapp for business, then one should also use Bag A Chat app. Bag A Chat app is a free app that works as an add-on for WhatsApp when engaged in customer service using whatsapp. Wondering how Bag A Chat can help you with WhatsApp for Customer Service?
