Top Reasons to Add WhatsApp to Offer Customer Support


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Top Reasons to Add WhatsApp to Offer Customer Support


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Call center solutions have been advancing each passing day. These advancements are taking place to empower call centers using this software. Nowadays, one of the advancements, which got massive popularity, is the omnichannel contact center solution. This type of call center software supports unified communication channels. Even if all communication channels are not integrated into the dialer, adding WhatsApp as an additional communication channel has been a common recommendation.

Call center WhatsApp integration process integrates WhatsApp into the call center software and let all agents provide customer support using a single business WhatsApp number.

Many call centers are still wondering, is there really a need to integrate WhatsApp into the call center software?

Is it really worth it and gives returns?

If you want the straight answer, then the answer is, “yes”.

Now, let me share the top reasons to invest in call center WhatsApp integration to add an additional communication channel in the contact center software.

1. Billions of users use it

According to the statistic shared by Digital Information World, WhatsApp has more than one billion daily active users. On average, 3.5 million messages get exchanged over WhatsApp on a daily basis and more than 40% of these messages are related to business communication.  

By integrating this communication channel, you can capture a major audience.

2. It is a preferred communication channel

According to one of the major survey sites, nine out of 10 customers would like to reach their customer support experts via WhatsApp. It means 99% of users prefer WhatsApp messaging for support related communication. By integrating this communication channel, you can increase customer satisfaction by delivering them support on their preferred mode of communication.

3. It can increase productivity up to 300%

According to the call centers that have invested in call center WhatsApp integration to use WhatsApp as an additional mode of communication, the productivity can be 3x times more with this system. A single agent can handle 3 concurrent WhatsApp chats to provide customer support. Moreover, this will not reduce the accuracy or effectiveness of communication. Customers will get their required resolution and responses. The agents can be multitasking with this integrated solution and other value added features made available with this software such as WhatsApp templates. This helps in increasing productivity by up to 300%.

4. It is effective

Unlike phone calls carried out for customer support, which only support verbal communication, WhatsApp supports rich communication. Agents can send files, videos, user manuals, brochures, etc. to resolve support requests or queries easily. Therefore, it is considered to be an important communication channel to deliver better and satisfactory customer support.

5. It allows connecting emotionally with customers

Emotional connect with the customer helps in increasing customer loyalty. Use of rich media and emoticons, delivering instant response and easy to understand resolution can help in building an emotional connection with the customers. As per some customer behavior research report, the customers emotionally connected with the call center stay longer with the brand. Therefore, along with satisfaction, customer loyalty can also be earned from WhatsApp integrated call center solution.

Author Bio

 

Author works in a company that offer various call center integrations such as call center CRM integration, call center WhatsApp integration, call center collection integration, call center Twitter integration, etc.


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Mike Hussain

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