Benefits of Using WhatsApp for Customer Service Delivery

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For the enterprise, using WhatsApp as a vehicle for customer service delivery brings several advantages. They include:

A Quick and Responsive Communications Medium
WhatsApp helps australia telegram businesses conduct immediate, personalized and two-way conversations with customers, through a trusted platform that they habitually use. Exchanges can take place in real time, or be delayed at the customer’s own convenience. WhatsApp retains conversation histories, so that customers can pick up where they left off, and service agents can instantly refer to an existing conversation stream, to know exactly what has or has not been resolved for their client.

Reduced Costs
The WhatsApp platform requires little in the way of physical infrastructure, compared to customer service channels like call centers. The immediacy and popular appeal of WhatsApp messaging also ensures higher open rates than email (typically around 98%, as opposed to 24% for email). This means that action on WhatsApp messages can occur much faster, potentially avoiding expensive problems that could cost the enterprise in both customer dissatisfaction and direct expenditure.

Multi-Agent Support
Customer support cases can benefit from the input and expertise of multiple agents. For example, WhatsApp Business Premium lets you have up to ten devices connected to a single account. It also lets you assign conversations to specific agents, and monitor their activity. These agents don’t have to follow templates while resolving queries, providing greater scope for independent ideas, innovative solutions, and more personalized conversations with the customer.