With more than 1 billion active users surely each one from the
young generation is on WhatsApp. Time has come to unlock new ways of customer
communication. WhatsApp has wide acceptance as a secure, private, and direct way
of communication, naturally many establishments are exploring the new way of
communication with their customers. Many companies are inclined to have a
WhatsApp based customer Support center to cater to the needs of their
customers. Some even go a few steps further to get a Customized WhatsApp Bot
replying to their customer's standard queries.
Various use cases can be developed around WhatsApp API to
integrate with CRM. Like Sending status Updates.(workflow update on whatsApp),
Sending Ticket Status on WhatsApp and resolution (Customer Support and
Ticketing on whatsApp) , Greeting newly generated leads, Creating new leads on
receipt of whatsapp message. (Lead nurturing on whatsApp) , Sending Birthday
wishes (Customer Satisfaction on whatsApp), Sending feedback Message (FeedBack
on WhatsApp). Providing notifications to your team based on CRM events (Sales
Monitoring).
All these actions will go a long way in customer satisfaction,
People will love to be contacted on social media platforms like WhatsApp. As they
check these applications more frequently than conventional messaging apps.
Advantages of WhatsApp
Business API:
1. Most efficient and widely used platform. It is much easy
to read a WhatsApp message than to read an Email.
2. In addition to text messages, you can also send images, PDF
files & Website Links.
3. You can trigger automated events and reach out to
customers on important events.
4. You can also timely remind customers for your service
renewal dates.
5. Creates a Brand Image of your services/products as Social
media platforms have a heavy influence on customer's choices.
6. Feedback taken on WhatsApp will give you more response. In
fact, delighted customers will give your services/products a higher rating.
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