Providing the Best Customer Service & Support via WhatsApp Business API

With more than 2 billion monthly active users globally, WhatsApp is currently one of the most popular and widely-used communication platforms in the world. Almost everyone in this day and age owns at least one WhatsApp account.

In addition, with WhatsApp offering privacy security guarantees through end-to-end encryption, this assures the masses that only the sender and recipient of a message can view or listen to what has been sent. No third party will be able to access the contents of your messages – not even WhatsApp.

So it’s no wonder that WhatsApp is now a favorite communication channel for many people, making it a strategic platform for businesses to interact with customers in a more personal manner and in real-time. With WhatsApp, you can strengthen your customer service & support processes to bring your business communication to a new level.

WhatsApp Business API: A Solution for Businesses who Need More Advanced Features

WhatsApp Business, another WhatsApp product, was launched in 2018 to help businesses better achieve the needs of their customer service & support processes. From managing customer enquiries, cataloguing and featuring products, sending notifications, to informing customers of the latest updates from a business are some of the features that WhatsApp Business can carry out unlike the conventional personal WhatsApp account.

With its features that have benefited and made it easier for businesses and customers to transact, a more advanced version of WhatsApp Business is now available to strengthen customer service performance for any business. Named WhatsApp Business API, it has become a solution for every business owner who wants to streamline customer service and support, while interacting with customers more effectively and efficiently.

Unlike regular WhatsApp Business, the WhatsApp Business API can be integrated with other systems that your business is already using and can be flexibly modified with other advanced features. You will also receive a green tick next to your business handle, thereby increasing customer trust through the verification process that WhatsApp carries out.

With the WhatsApp Business API, you only need to have one WhatsApp number that all your team members, staff and agents can access simultaneously. No more managing multiple numbers and gadgets – expect to increase the productivity of your customer service agents, which will naturally lead to increased response speed to your customers’ messages.

If you are interested in learning more about the WhatsApp Business API, read the following article: The A-Zs of WhatsApp API

Additional Features in WhatsApp Business API Integrated with Qiscus Omnichannel Chat

The various benefits of WhatsApp Business API make it the perfect communication platform for businesses who want to engage with the masses at scale. What’s more, if you use the WhatsApp Business API which is integrated with Qiscus Omnichannel Chat, you will enjoy additional features that will further improve the quality of your business’ customer service and support. These features include:

1. Inbox Omnichannel

By using WhatsApp Business API integrated with Qiscus Omnichannel Chat, your customer service and support agents will be able to manage a large number of customer messages from various communication channels, and not just from WhatsApp. Many other communication channels can be accessed from one dashboard.

This convenience certainly makes your business agents work more optimally. Because they don’t have to bother opening multiple communication channels, which makes it easier for them to make sure every customer message is answered properly. A faster response from customer service & support will certainly be more appreciated by customers, especially if the customer is in an urgent situation.

2. No-Code Chatbot

In this era of increasingly sophisticated communication technology, chatbots are here to make it easier for businesses to automate communication with customers. Qiscus provides a chatbot integration feature called Qiscus Robolabs that can help businesses build their own chatbots without coding.

Qiscus Robolabs can be integrated into Qiscus Omnichannel Chat so that it can automatically be used on your WhatsApp Business API. Without the need for coding or programming knowledge, you only need to use the Bot Template feature from Qiscus Robolabs in the form of ready-made templates available in Excel that can be changed according to the answers you set yourself.

By using Qiscus Robolabs on your WhatsApp Business API, customers can receive information easily 24/7 from customer service and support without long waiting times. Moreover, customers can still have personal conversations with human agents with the human-bot collaboration feature.

3. Agent Allocation

Sometimes when a business is facing an influx of customer messages, especially when it is holding a massive promotion or event, it can easily overwhelm agents when they have to handle massive amounts of enquiries and experience a bottleneck.

To prevent unequal distribution of messages, the Agent Allocation feature in Qiscus Omnichannel Chat makes every incoming message in your WhatsApp Business API is be automatically distributed to the next available agent. This way, your agents and staff can work more optimally and efficiently.

Agent productivity also increases because none of your business agents will be handling too many or too few messages. You can also easily ensure that every customer message is attended to. The risk of neglected customer messages is also reduced so that customer service and support can run more optimally.

4. Analytics

To provide the best customer service and support to your customers and site visitors, a business needs to monitor agents’ performances to ensure that services can continue to function well. Qiscus Omnichannel Chat provides an Analytics features to help you monitor how your agents are performing.

You’ll access accurate insights about agent performance in real-time using your WhatsApp Business API, such as the agent’s average first response speed and the number of resolved conversations were resolved. Agent performance appraisal will now become more objective and measurable through accurate insights, helping you create relevant strategies to improve agent performance in providing the best customer service and support.

5. CSAT App

Customer satisfaction is one of the factors that determine the quality and success of customer service and support for a business. Therefore, accurate data is needed to reflect the level of customer satisfaction with the services a business provides. This can be obtained by conducting a customer satisfaction survey through the CSAT application available in the Qiscus App Center. By installing the CSAT application in your Qiscus Omnichannel Chat, this application can also automatically be implemented into your WhatsApp Business API and chat with your customers.

The CSAT application is designed to obtain score results or customer feedback, which can then be used as a reference to help determine where the strengths and weaknesses of your customer service and support teams lie. This way, you can analyze and study your customers’ needs and wants more accurately and determine which parts of your business’ customer service and support processes need to be improved.

Provide the Best Customer Service & Support By Integrating WhatsApp Business API into your Qiscus Omnichannel Chat Account

WhatsApp is now a favorite communication channel for many people, making it a strategic platform for businesses to interact and transact with customers in a more personal manner in real-time. With WhatsApp Business API, you can strengthen your customer service processes and enhance its quality to bring your business’ communication to a new level.

WhatsApp Business API is also present as a solution for large-scale businesses in creating more effective customer engagement. What’s more, the use of the WhatsApp Business API integrated into Qiscus Omnichannel Chat provides you with additional features that will further improve the quality of customer service and support for your business. This includes Omnichannel Inbox, No-Code Chatbot, Agent Allocation, Analytics, and CSAT features.

The ease of managing many customer messages, providing a personal touch, as well as increasing agent productivity and performance are all benefits which will enhance your efforts to provide the best customer service and support to your customers, which impact customer loyalty and retention. To enjoy these benefits through the WhatsApp Business API just like thousands of our clients, contact us here.

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