Skip to main content

How Outsourced Call Centers Use WhatsApp for Better Customer Support

Given the popularity of messaging services, businesses are using these platforms for their expansion. And if we talk about WhatsApp, it is the most popular communication channel with over 2 billion users worldwide. Its highest selling point is the instant message mode with room for images, videos, documents, and calling.

Lately, WhatsApp has also released the business version that companies use to reach their customer base. Its appeal lies in its low-cost features and wider global access. Outsourced call centers thus leverage its use in customer care and services for businesses.

Let’s have a look at how WhatsApp is used by inbound call centers as customer care support:-

  1. WhatsApp is used as an instant communication channel where customers engage with the live agents without requiring to browse the website. Customers get responses to their queries with swift and prompt action. It represents a communication channel that is readily available and accessible to the customers. It thus is an easy-to-use platform for customer engagement.

  1. Call center services provide chatbot integration with WhatsApp. Chatbot integration helps to automate answers to questions put up by customers. It helps to streamline the tasks assigned to agents as they utilize this time for other crucial issues that need their attention. Chatbot with WhatsApp also sets up greeting or away messages for customer information.

  1. WhatsApp is easy to use in bot + agent integration maximizing the speed of incoming traffic from customers. The bot helps to resolve simple queries of customers, and when they require an agent to solve their issues, there is an easy transfer between the two. Chat history of the customer is available to the agent for providing quicker resolutions to customers.

  1. WhatsApp is easy to tailor for Ticket System in customer queries. Outsourced call center agents can organize customer details and history with precision and speed. It enhances responses to customers with a personal and custom approach.

  1. Multimedia formats like images, videos, documents, gifs, and voice notes are shared easily with this platform. Inbound call centers heavily use it for promotional and marketing purposes. It is also effortless to extract surveys and feedback from customers without being intrusive. Calculating NPS is a hassle-free exercise with WhatsApp messaging platform.

  1. Group messages are a breeze with WhatsApp. Call center service agents target consumers with similar interests through group target campaigns. It makes marketing products and services a straightforward procedure. Moreover, WhatsApp is also helpful to inform customers about product-related information, delivery status, reservations, or post-purchase inquiries. It is thus a more customer-centric platform for businesses.

  1. It streamlines the process of agent management in outsourced call centers. Dashboards are easy to maintain with access to reports of every support group. It helps to assimilate real-time analysis, pending tickets, or any other delayed issues, thereby regulating the performance of the staff.

  1. Inbound call centers use the WhatsApp platform for internal communication between various teams. They can create groups based on different team managements. Members within the same or different teams can easily communicate with each other. WhatsApp helps to bolster internal communication between members and teams, which in turn enhances customer care services.

  1. WhatsApp is also a great channel with multilingual and bilingual support. Call center services offer customer support in many languages and, WhatsApp makes it a seamless exercise to communicate with the customers in their preferred language. It thus enhances customer relations, as customers get the services in a language they are comfortable with. With minimal miscommunications, customers feel satisfied and, businesses get their loyalty in return.

If you want a global reach for your business, then it is a must to have WhatsApp customer support. Many outsourced call centers are way ahead in using all the modern communication platforms in their services. Find a  call center service provider that best aligns with your business goals and helps increase your profits each passing day. WhatsApp is crucial customer support with a comprehensive scope and greater customer satisfaction.


Comments

Popular posts from this blog

Bilingual Customer Service Outsourcing: Benefits and Best Practices

A bilingual  customer service outsourcing  company is a mediating agent between the customers and enterprises where customers do not necessarily speak the English language. They offer their services in the language of the customers-in addition to English- for smoother communication. Their services represent the brand persona and values of the company they work for. Customer care is incomplete if it lacks bilingual customer outsourcing services . Both outbound and  inbound call center services  with bilingual support prove advantageous for your business. Some of them are as below to get an idea of its importance:- A  bilingual call center  allows your business to expand to extensive customer bases in the world. Confinement to a single language mars your business potential. Since there will be customers unable to communicate in the language you offer. This approach affects not only sales but also limits your business potential. With  bilingual call cente...

The Best Inbound Call Center Provider for all Your Customer Support Needs

A call center that caters to the incoming calls of your customers is the need of any business that wishes to succeed. It is crucial to listen to your customers. And it is possible to achieve this prime business goal with an outsourced Inbound Call Center Provider.  You can avail of the services with us at LiveSalesman. We are the market leaders in providing Call Center Outsourcing solutions with more than 18 years of experience in the industry. Customer Care Services:  One of the high points of our Inbound Call Center Services is the specialized and personalized customer care. We aim to deliver an extraordinary experience to your customer base at each step of their journey. We don’t believe in scripted responses. Instead, our agents prioritize real human connection and conversation with the customers. They understand their issues and provide viable solutions that impinge a positive image of your brand among your customers. Brand Image:  Brand Image is imp...

Customer Services: - An Essential Need for Every Successful Business

Having fully-functional customer services for your business is crucial for long-term success. It is because customer service is the bridge between your business and customers. Any enterprise- big or small- cannot prosper in a vacuum and customers are one of its vital elements. If you do not tap into your customer base, your business will doom. A healthy customer-business relationship is essential for a flourishing enterprise. It helps retain your customers, whereby they remain loyal to you. Therefore, customer service becomes all the more necessary. A multilingual call center - inhouse or outsourced- is the requirement for every business out there to make a mark . Here, we have listed Some of the reasons why it is essential to have customer services for your business. :- Customer Services and Brand Image :- Marketing, promotions, and advertisements may represent your brand to some extent in front of your customers. The real deal is how the customers are treated by your comp...