Pros and cons of using WhatsApp for customer service
WhatsApp is becoming an increasingly popular platform among businesses and customers for customer service. However, with the WhatsApp web scanner code, it’s important to understand the pros and cons of this approach before making any decisions. In this guide, we’ll cover everything you need to know about using WhatsApp as a customer service tool.
TL;DR
- The advantages of using WhatsApp for customer service are
- It is convenient and time-efficient
- It lets you reply promptly to queries and requests
- Chatbots let you provide customer service 24/7
- It facilitates the collection of feedback and user input
- It has a better response and delivery rate compared to other channels
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The disadvantages of using WhatsApp for customer service are
- It is not tailored specifically for customer service.
- Agents can only respond to customers one-on-one
- Monitoring and tracking inquiries from different points within the organization.
- You can sign up for the WhatsApp Business API with the help of a WhatsApp BSP like kwiqreply
- Tips for doing so include responding promptly and implementing a chatbot for customer support
- Analyze how customers engage with your content to understand what works best for your audience.
Advantages of WhatsApp for Customer Service
Using WhatsApp for customer service offers several advantages.
- It’s a convenient and time-efficient way to reach out directly to customers.
- Businesses can take advantage of the WhatsApp Web Scanner Code or the WhatsApp Business API to quickly reply to customer queries using a Shared Dashboard feature.
- By implementing a Chatbot companies can automate replies to their customer commonly asked questions. Chatbots can cater to queries 24/7.
- Businesses can fetch surveys and Feedback from their customers easily.
- The response rate and delivery rate of WhatsApp is far better than other communication channels.
Disadvantages of WhatsApp for Customer Service
While WhatsApp does offer some advantages for customer service, it also has a few major drawbacks. For starters,
- Its interface isn’t engineered for customer service.
- Agents can only respond to customers one-on-one, which can be tedious when agents need to handle multiple inquiries at once.
- Since WhatsApp is an external platform and not part of your own infrastructure, it can be difficult to monitor and track inquiries from different points within the organization.
How to Get Started With Whatsapp for Business
Setting up a WhatsApp Business profile is relatively straightforward. All you need to do is download the app, create a business profile and register your phone number. From there, you can add additional contact information, links to websites or other social accounts as well as change your profile picture and name. Finally, customers can connect with you by scanning the Whatsapp web scanner code, which links directly to your business profile. This takes care of most of the stuff, although if you would want to go a step up.
WhatsApp Business API tools are something that can offer a platform with added features like - Shared Agent Dashboard, Bulk Message senders, Custom Templates, Automated Replies, Chatbots and much more!
You would simply require to select an Official WhatsApp Business Solutions Provider (BSP) such as kwiqreply that can help you set up your WhatsApp Business API account.
Tips for Optimising Your Whatsapp for Customer Service
To get the most out of using WhatsApp for customer service, there are a few tips that businesses can utilize. Firstly, ensure you respond to customers as quickly as possible. This means having a dedicated team member or Chatbot responsible for swiftly responding to queries and complaints. Additionally, providing quick, accurate and helpful responses benefits both customers and businesses as it can help reduce frustration and lead to more successful interactions.
Ideally implementing a Chatbot is beneficial for customer service as it provides a 24/7 support to basic queries when support agents are not active.
Analyzing the Results From Your WhatsApp Campaigns
To be successful with WhatsApp customer service, it’s important to analyze the performance of your campaigns. Analyzing how customers engaged with your content can help inform you what kind of updates, information and promotions work best for your audience. With analytics tools such as kwiqreply’s WhatsApp Business API, businesses have access to powerful insights into customer interactions. This way, businesses can respond more accurately and efficiently to customer needs.
With a WhatsApp Business API solution provider like kwiqreply, you can set up WhatsApp Automation to streamline your support efforts and offer a flawless customer experience through the messaging app.
At kwiqreply, we help you fully leverage the features of the WhatsApp Business API for your organization. kwiqreply is the best WhatsApp Business API CRM and Helpdesk for Small Businesses. kwiqreply’s integration with the API offers dynamic features such as bulk messaging, customizable templates, ChatGPT WhatsApp chatbots, and much more.
So, seize the opportunity, leverage WhatsApp's potential, and propel your business toward sustainable growth and success! Know more about WhatsApp Business API’s features and start nurturing leads with kwiqreply!
Click here to book a free demo and let us show you how you can do more business with WhatsApp.
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