How can Whatsapp Bot contribute to your customer Service?

The mobile industry is now busier than ever - with 5G on the horizon, machine learning and AI in extensive use, not just individuals but organizations are heavily reliant on mobile devices in their everyday lives as well as for business growth. Yet, even though this sector is at the front gate of innovation, there are a few things that could have an improvement.

A classic example is customer service for carriers, unfortunately, mobile carriers aren’t really known for their effective customer servicing. It is known that very few mobile phones operate actually provide you with the right customer support. According to global research made by Analysys Mason, the single most decisive factor is network coverage for customer satisfaction, yet the customer’s service plays a crucial role in user satisfaction. The research talks about how a huge proportion of people are highly dissatisfied with their carrier’s customer service. This being one of the many examples of irregular customer service.

Using Whatsapp Business for Customer Support to increase satisfaction

To remove the cost spent behind customer service, digitalization comes to the rescue, and options such as Whatsapp Business for customer support can be used to expedite omnichannel engagement in telecom user support. Despite the initial issue that the operator had with Whatsapp being the “enemy” that took away the traditional person-to-person (P2P) SMS traffic that carriers had considered core to their business – now the sentiments have been changed. It is now considered that operators are top-notch players (mobile chat apps) who may be able to use each other’s stronger areas as an advantage.

Whatsapp Business API and Customer Service: A perfect match!

It is said and proved that half of the consumers say that if more people are staffing the call centers at peak times, it would immensely improve the customer service. This also shows how the entire telecom industry as customer service is centralized in call centers, which leads to longer waiting times and a constant instability for agents handling individual inquiries.

Now instead of getting into the complex IVR options, the telecom operators have the chance to leverage the Whatsapp Bot to allow customers to instantly get in touch with them. With the help of Whatsapp Business Solution, or for that matter any other chat apps, the unnecessary transfer from one agent or professional to the next does not take place. The communication boils down to one business account. For example; if an inquiry is being checked by numerous agents at a time, it is not being shown to the customer. This provides a truly seamless experience.

A seamless experience can be explained as adapting customer service to ways the customers are already comfortable with; instead of resolving the customer issues publicly on platforms like Twitter and Facebook, a private conversation can take place in a trusted sphere. Along with extra security perks that allow the exchange of sensitive information such as financial details, billing issues, and more.

Verdict:

The introduction of the Whatsapp business tool is revolutionary. With its extensive reach, rich communication ability, and larger engagement user base, it can be seen as the budding most powerful customer engagement channel in the market right now, especially for a business that connects to people globally. If you want to stay ahead of the game and be competitive in the business, and genuinely connect to your customers, it’s time you launch your Whatsapp Business presence as soon as you can.