WhatsApp: The Future of Customer Service?

42,000,000,000 messages are sent via WhatsApp every day, and interactions are not only increasing in the private sphere. Businesses, digital agencies and call centres are increasingly recognising the potential of the popular messaging platform for customer service, customer retention and product advice.

Using WhatsApp to chat with your insurer, book a trip, shop for a new outfit or apply for the cheapest energy rate? A few years ago this was still an unusual idea. Today, the widespread instant messenger is a part of daily life for more than one billion people. Whether young or old, one in two Germans have the smartphone app which is progressively superseding traditional telephone and email channels.

For several months, industry experts have been noticing more and more that even businesses are jumping on board the WhatsApp train. It has long been clear that WhatsApp is not a fad, but THE communication channel of today’s society. Marketing decision-makers and customer service managers agree that using email and telephone will no longer get you anywhere. Those who want to be innovative focus on digital and social media. WhatsApp, Snapchat or Facebook meet campaign objectives and facilitate authentic customer communication on equal footing. At the DLD conference in Munich, WhatsApp itself announced plans to add further business features to the messenger.

REACH
1 billion people use WhatsApp every day. Reach your target audience without wastage in a one-to-one, emotive context. Place the WhatsApp channel in your advertising campaigns (TV, print), on products or on invoices for direct contact.

MULTIMEDIA COMMUNICATION
Videos, images, locations, smileys and voice messages can be incorporated into communication. New media is changing the way customers communicate and offers potential for interactive conversation. Chats are becoming more lively and promoting dialogue with more trust.

SIMULTANEOUS CHATS
With WhatsApp chat, several customer issues can be handled at the same time. Reduce your costs per customer contact while maintaining high quality one-on-one advice with a professional and efficient WhatsApp service.

24/7 AVAILABILITY FROM ANYWHERE
WhatsApp allows customers to find out about products and services outside of your website. Messages before or after business hours (e.g. at night) are not lost and can be handled by service staff on the next working day. All chat conversations are stored in a database and provide interesting insights about your customers’ needs.*

INTERFACES TO CONTACT CENTRE ENVIRONMENTS
The right business solution will integrate the WhatsApp channel seamlessly into your existing communication structures and offer integration with CRM systems (e.g. Salesforce), helpdesk systems (e.g. ZenDesk), knowledge bases (e.g. SABIO), ACD systems (e.g. SIKOM) or 2nd level support.*

GROUP CHATS
Hold an exciting dialogue with several customers on a particular topic. Develop new forms of social customer communication and keep on top of things at all times as moderator. Learn first-hand from your customers and recognise early trends.

CUSTOMER EXPERIENCE
Customers are enthusiastic about communicating with a company via WhatsApp. Increase customer satisfaction with an up-to-date communication channel. Product photos, videos, links and PDF files help to resolve service issues more quickly.

AGENT PANEL & REPORTING
A WhatsApp service only makes sense if incoming customer issues can be handled and documented efficiently. Assignment to the right service team, availability, boilerplates, categories, 2nd level transfers and comprehensive reporting are important here.*

All added value benefits marked with an asterisk are only available through professional WhatsApp solutions. One provider is optimise-it GmbH from Hamburg.
optimise-it GmbH has spent more than 12 years developing highly dynamic enterprise-level chat and messaging platforms. optimise-it released the first professional WhatsApp solution on the European market. The innovative WhatsApp service allows companies to implement efficient customer communication as part of their contact centre processes. The Hamburg firm’s chat services are used by leading industry giants such as SATURN, ERGO Direkt Versicherungen, BASF, RWE, VERIVOX and Schweizerische Bundesbahnen (SBB).