7 Reasons to Use WhatsApp with i24
Using WhatsApp as a customer service channel allows businesses to leverage a widely adopted platform, offering a familiar and convenient user experience that can translate into improved and more efficient customer service.
Popularity and Reach
WhatsApp is one of the most used messaging applications worldwide, meaning most of your customers already have it installed on their devices and are familiar with its use. This reduces the entry barriers for interacting with the company.
Convenience for the User
By offering customer service through WhatsApp, customers are allowed to use a channel with which they are already comfortable and on which they likely spend a lot of their time. This makes it more likely for them to initiate and maintain a conversation.
Asynchronous Communication
Unlike live chat on a webchat, WhatsApp allows for asynchronous communication, where both customers and customer service representatives can respond at their own pace. This facilitates the management of inquiries without requiring both parties to be online at the same time.
Multimedia and Advanced Functionalities
WhatsApp supports the exchange of text messages, images, videos, documents, and locations. This flexibility allows companies to provide a richer and more comprehensive customer service, addressing questions, showing products, or even guiding customers more effectively.
Trust and Security
The platform uses end-to-end encryption, ensuring that only the customer and the message recipient can read what is sent. This can increase customers’ trust when sharing personal or sensitive information.
Integration with Other Systems
WhatsApp allows integration with other CRM (Customer Relationship Management) systems and customer databases to offer a more coherent service based on the full history of the customer, improving service quality.
Cost Reduction
Implementing WhatsApp as a customer service channel can be more economical compared to maintaining traditional phone lines or developing and maintaining a proprietary webchat system.
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