WhatsApp for business delivering tangible ROI
With some 38 million users on WhatsApp in the UK and 3 billion world-wide, WhatsApp for Business is an effective way to get your message out or exchange information with your customers. We find using the right communication channel for the right process at the right time can deliver real world ROI benefits, here are few examples below.
Onboarding customers to a portal for new products and services
This involved redesigning the customer journey that focused on a unique audience. Broadcasting messages, using a chat bot for frequently asked questions, transfer to a human if required and then signing them up for a service, which created real value.
The benefits to the client was that they could reach their customer base and know that a very high number would read the information. They could see the individual customer who had engaged, closure rates and then create a follow up campaign to increase take up.
Booking a service or arranging collection
Your customer is without an important service or asset and they are busy juggling their work day. Trying to connect for a real-time conversation can be very hit or miss. To solve this ContactOne built a customer journey and work flow to allow customers to self-service through WhatsApp.
We built a link/API (Application Programming Interface) to the operational support system (OSS). The client enters all of the information required, the information is then processed and the data is passed to the fulfilment to deliver the service. There were clear benefits and ROI, customers could respond within a 24 hour window, agents saved time in not having to repeatedly follow up customers who were not available. Some manual input tasks were reduced and real time management information was enabled.
Broadcasting important information that needs an audit trail
Broadcasting important information that needs an audit trail, to prove that the message was received and opened. This included a video of the relevant information and a call to action button for the end user to confirm that they had received and understood the process.
This is a powerful and efficient way to get information to a large audience when time is a challenge.
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