September 27, 2022
Improve communication with their customers through
to instant messaging
In recent years, more and more companies have become aware of the importance of offering their customersquality support through innovative channels. One of the most widely used is WhatsApp Business, the popular instant messaging app that is used by more than 30 million Italians every month. In this article, we will delve into the reasons why your company should integrate WhatsApp Business into its Customer Support service and the solution offered by Increso, through the analysis of a case study.
Why should your company integrate WhatsApp Business to provide customer support?
According to recent studies, 53 percent of users are more likely to purchase products from a company that offers customer service via chat on WhatsApp.
This means that one out of two Italians evaluates positively the company that is able to dialogue with its customer, a circumstance that contributes to the consolidation of the company's reputation on the market in terms of quality and seriousness of the services or products offered.
Therefore, communication with its customers is of strategic importance in the area of Customer Care and is the basis of Increso's decision to integrate within its Omnichannel Contact Management solution precisely the WhatsApp channel, in order to make available to corporate customers a single environment that allows them to centrally manage all contact channels, traditional (voice, sms, mail, chat) and innovative (WhatsApp, bot, social, WebApp).
The goal becomes to provide end users with simple and intuitive support.
Below we are going to analyze the advantages, potentials and possible fields of use of this channel.
Benefits and features of WhatsApp Business
It has been found that customers who use chat support purchase 33% more frequently and give better feedback.
In other words, one in three users show greater propensity to purchase, knowing that they can count on the presence of a support service.
WhatsApp Business is poised to become a preferred channel of user relations for several reasons:
Ease of use:
being the most widely used messaging application in the world, it will be much easier for customers to request information, as they are already accustomed to using the tool. No more complicated procedures to open a ticket or time wasted navigating through the trees of an IVR
Reduced waiting time:
the Customer can start a support session on WhatsApp and continue the conversation throughout the day, without the need to stay on the line and wait for an operator to be present or respond
Different touchpoints:
plain-language number on the company's institutional website that users can write to, or a qrcode on the website or at physical touchpoints that users can frame with their smartphone camera to initiate a conversation with an operator
Bot configuration:
To understand, manage and address end-user requests in selfcare
The solution proposed by Increso
Let's see how Increso supported a company in the logistics industry by integrating WhatsApp Business in managing the service process in shipments:
In case the request is too articulate, the dialogue is transferred from the Bot to a real operator who can understand the customer's needs.
Increso provides its platform for Omnichannel Contact Management which allows it to manage, through a single interface, all communication channels with end users ensuring excellence performance, including the instant messaging app.
WhatsApp can be quickly activated through the configuration of the Facebook Business Manager ID, a numerical code that uniquely identifies each business account, and a Bot can be activated to automatically handle customer requests via drag-and-drop functionality without the need then to develop code.
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