As of May 2018, 3 million businesses had signed up for WhatsApp for Business. The app is aimed at small and medium-sized business owners that want to facilitate better client-customer communication. The objective is to help businesses send out confirmations, reminders, or even tickets.
You can integrate with CRM systems, websites and messaging channels like SMS and Rich Media Messaging (RMM) to deliver a complete optichannel communication strategy. Use WhatsApp to send information about products and services, boarding pass alerts, delivery updates and confirmation, school information, payment reminder and more.
VoiceSage’s WhatsApp API supports two-way conversations meaning that any customer service queries can be answered to customers in the app. Companies will first need to ask their customers for permission to contact them. They can do this via SMS or RMM. For brands who use multiple communication channels, WhatsApp can be another one to add to the arsenal. Customers can then choose their preferred communication channel rather than being forced down on a particular route.
Reduce inbound calls to your contact centre by allowing the customers to self-serve on a channel they are most comfortable with through the use of chatbot type functionality.
Customers can initiate automated processes by interacting with a business’ WhatsApp number. These types of automated interactions are the perfect use case for the channel. The customer sends the initial message and kicks off an automated journey. Lastly, they can either complete their desired outcome or escalate to a real agent if they experience more complicated interactions.
While our updated policy is more flexible, businesses should continue to optimize for the user experience while obtaining opt-in. For example, businesses should:
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