Imagine losing a customer just because you were unable to reply to them on time. It can be quite a frustrating experience for both the business owner and the customer.
The latter is frustrated because the former failed to reply within the expected time. And the former is discouraged because of losing a customer due to their inability to successfully engage a customer.
This frustration quickly translates into horrible customer experience and unhappy customers, and the result of which 51% of such customers would never do business with that company again*.
So how can we prevent this from happening?
The answer is simple, reach out to customers on their preferred channel at their convenience. How can we do that? You may ask. Well, technology has made almost everything possible.
With 2 billion users globally, WhatsApp is one of the most popular communication platforms. It is no longer a choice but a need for businesses to shift to WhatsApp to keep their customers engaged.
WhatsApp not only provides incredible reach but, with WhatsApp API, chatbots, WhatsApp Business, brands can now automate their conversations and keep their interactions engaging and meaningful even in their absence.
WhatsApp API allows brands to have a unified number for all their customer interactions. With the help of a business solution provider, you can apply for WhatsApp API.
With the Twerlo Connect platform’s help, brands can now reach out to their customers, get feedback, and enable product discovery; in fact, customers can now even make payments through WhatsApp.
With the advanced features of WhatsApp API coupled with the support and functions of the Twerlo Connect platform, you can now explore WhatsApp’s business possibilities.
Messaging automation is one of the most significant advantages of WhatsApp API.
There are a few automated responses that you can set up in WhatsApp, some of which are mentioned below.
Greetings: Using the automated greeting feature a response is triggered as soon as a client query comes along. This instantaneous response makes the customer feel heard.
Away: This feature can be activated in response to customer queries during post office hours. This way, the client knows his query is recorded, feels heard, and knows that his query will be answered once the team is online.
Quick Replies: You can save replies to FAQ by assigning unique tags to responses. You can access these by typing”/” followed by a keyword. It helps you save time and respond to queries faster.
Automation with WhatsApp API:
Entire message flow: WhatsApp API enables you to set up a custom message flow that goes up to the conversation’s length. It can be applied to answer repetitive questions. It can be structured to cover different stages of a repetitive task/conversation.
Sales process: Deploying bots allows automation of the sales process. From product discovery, assistance in making payments, the entire sales process can be automated.
Proactive notification: This feature is enabled when a client opt-in for updates on their orders or bookings. Proactive notifications are sent to customers on their order status. This saves the customer from making queries time and again about their orders.
IVR call deflection: This automation feature is unique to WhatsApp API. It enables conversations to be directed to WhatsApp to reduce the load on customer support agents. You can assign a number on your IVR that is set to offer the customer to continue their conversation on WhatsApp. If the customer opts-in, they are taken to WhatsApp, where an agent or bot would respond. This not only provides a quick resolution but also saves the customer from long waiting times.
Automation beyond WhatsApp
WhatsApp though an important channel, is just one of the many channels where a customer interacts with a brand. Websites, mobile apps, social networks, etc. are other channels where a customer is likely to interact with your business. It is equally important to keep customers engaged overall.
Human-agents’ ability to juggle between these channels, follow up conversations, and keep the customer happy all at the same time is close to impossible. This not only decreases agent efficiency but also deteriorates the quality of customer interactions.
Twerlo is a customer support automation provider that builds AI-based chatbots that engage customers in a natural conversation. We make chatbots that make customers happy.
If you found this article useful and would like to give your customers the experience they deserve, get in touch with us.