Thanks to its rich media sharing options and wide global adoption, WhatsApp is so much more than a messaging app. Users recognize it asa valid, secure way to connect with family, friends and receive information of their choice. With over 2 billion active monthly users, 65+ billion messages sent daily in over 180 countries around the world, businesses are realizing the power of customer engagement with WhatsApp and are looking to implement this growing channel into their business communications strategy. Here are five use cases that will ensure optimal engagement with customers using WhatsApp for Business.
WhatsApp is a cost-effective way for businesses to provide customer support and assistance. With the two-way conversation feature customers can initiate WhatsApp conversations with businesses with specific questions or queries about a product or service. Businesses can set up automatic replies to the most common questions to quickly and easily address customer concerns significantly reducing time spent on customer support and allowing staff handle increased inquiries more efficiently.
Using WhatsApp Business API, you will be able to attach rich content such as images and documents directly into your messages. This can help reduce friction in your customer journey as all attachments are on a single platform. For example, an airline or railway can send a boarding pass directly to the customer’s WhatsApp for easy retrieval. Real-time updates on flight or train delays or changes in the itinerary can also be easily pushed. Additionally, your links can display a preview of the destination. Adding link previews also adds to the trustworthiness of your links and improves their click-ability.
Streaming services or fashion brands for example can ask their customers if they wish to receive recommendations for new shows or merchandise on WhatsApp. Those who opt in will receive personalized updates and recommendations from the verified business profile on WhatsApp. There’s limitless potential for this! With tailored recommendations, businesses can continue to keep its customers engaged and coming back for more.
Using GPS for live location sharing is a useful feature onWhatsApp. You can implement live location sharing for your customers to locate their deliveries with the WhatsApp Business API. This feature is particularly useful for e-commerce and food delivery businesses, as your customers will be able to see the location of the delivery person and chat with him or her directly from WhatsApp.
After rendering your services, ask customers to rate you immediately via the same text conversation. This will ensure a high-response rate and real-time updates as well. Customers are much more likely to respond to feedback surveys or messages if they are convenient for them.
WhatsApp Groups can be great for businesses to promote their products and services and get closer to their customers. Groups can be used to share the latest product updates and give out special promotions for participating in a survey or other feedback. Groups allow you to build customer advocacy and provide a more personalized touch.
Telesign connects and protects online experiences with sophisticated digital identity and programmable communications solutions. Through APIs that deliver user verification, data insights, and communications we solve today’s unique customer challenges by bridging your business to the complex world of global telecommunications.
Contact us today to learn more about how you can integrate WhatsApp Business into your customer communication strategy.