Use the right digital channel for the right customer experience
You need support but you can’t be stuck on hold for ages, WhatsApp for business may have an answer
I have been working with WhatsApp for business for a few months and whilst I am not a fan of one media channel fits all, I must confess WhatsApp for business really does work well for quite a few situations. If you have a business where near time communication is ok for customer interaction, then I would suggest you investigate this service. It can really add value to your customer care department, if you configure it smartly.
What I describe as near time is where immediate responses are not required, for example your hoover needs a new part, the wand thingy is broken but you don’t have the time to sit on hold for 37 minutes and the call back offered might be inconvenient because you’re working remotely and you have to be on another video call, the 3rd of the day😊. So, once you have passed identification and been verified you can chat with and agent or Bot to get infomration or get the replacement parts ordered, this could be over a few hours as you take breaks from your many online meetings! Also, you can share pictures or documents, if you’re struggling to get your point over you can take a picture of the part or serial number, it makes it straight forward and easy for both parties. If you need to pay for an item, then you can receive a payment link, it really can be that simple. I think for consumers where they need to engage with a brand to answer a query or order a part it can be an impressive channel and a great experience, because that’s part of it to.
We are seeing too many companies deploying technology and destroying the customer journey and making customers have a truly frustrating horrible experience.
Another example can be for sole traders who purchase products as part of the job they are working on. Working as a sole trader means just that, you are carrying out the work in different locations and you will very rarely have access to a lap top or tablet. Using WhatsApp to order parts to be picked up or delivered from a distributer can be all carried out, WhatsApp allows you to send a receive documents, you can see when messages have been sent, delivered and read this gives piece mind, an audit trail, and it is a secure channel too. This enables sole traders to do the dreaded paperwork as they go rather than when they come home after a long day and must spend two hours catching up with all the orders and receipts!
There are many many other uses and integrations, you can use AI to automate certain responses or enter infomration into your customer handling system.
It will not work for every type of customer audience but used in the right circumstances can be a powerful advocate for your brand and how you treat your customer, horses for courses!