Providing exceptional customer service can do so much for your business. If customers feel valued and heard, they will be more loyal to you. This way you will be able to build strong relationships with them.
Using the WhatsApp Business API can help with this. There are so many reasons why using this popular channel as a communication tool for your business is a smart move. Read more about it below.
WhatsApp Business API
An API (Application Programming Interface) allows applications to access data and communicate with each other. This will make software integrations possible. An API is often used as the local server of a company. It can integrate with CRM, chatbots and other website software.
The WhatsApp Business API is designed specifically for growing businesses and brands. It has a lot to offer. For example, with the WhatsApp API, businesses can add a chatbot on their business WhatsApp account. This makes it easier to automate customer support for frequently asked questions.
What Are the Possibilities?
These days, everything is focused on the omnichannel experience. In a world of tweets, posts and chats being easily accessible, customers also want to be able to communicate with businesses that easily. Messaging apps like WhatsApp are the key to this kind of customer contact. By being present on the app your customers use the most, it will be more likely they will read your messages. In addition to that, the average open rate in WhatsApp is 98%, which is impressively high. Other benefits of the WhatsApp API include:
- Official company account. Having a green checkmark gives customers trust in your company
- Track analytics and KPIs. This data can help your business grow
- A clear dashboard with a chat inbox and CRM
- Multiple users can log in simultaneously
- Integrations with third-party software, such as Shopify
- Data privacy with end-to-end encryption
Tips For Exceptional Customer Service With the WhatsApp Business API
Using WhatsApp Business, you can improve the customer experience at every step of the customer journey. From solving problems, to keeping your customers informed. You can now do this, and more, on one platform.
Immediate Response
Whether you have a problem with the delivery of your product, or with the product itself, problems are never fun. That’s why you want to get rid of them as soon as possible, and consult customer service. But it can be very annoying when you have to wait in a long phone line. Or wait three working days for an email.
With WhatsApp, these problems can be dealt with immediately. This has several advantages. First of all, the customer is happy that he or she is being helped so quickly. In addition, the customer service agent can quickly refocus on problems that cannot be solved through WhatsApp. Finally, there will be a shorter waiting time on the phone because a lot more things are being handled via WhatsApp.
Update Your Clients
WhatsApp allows you to quickly keep clients updated at every step of their customer journey. For example: order and payment confirmations, upcoming discounts in the shop, and product stocks. This way, customers are less likely to feel like they have to call to get information, and feel valued being informed right away. This can help build a good relationship with your customers, which is ultimately what you want as a company.
A More Personalized Experience
WhatsApp gives you easy access to your customers’ behaviour. Understanding this will also allow you to communicate with them in a more personal and targeted way. For example, you can analyse your target audience based on their needs, and previous interactions with your company. You should definitely use this data from your WhatsApp conversations, and tailor your communication and discounts accordingly to it.
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