With WhatseHelp, companies have to manage communication from totally disconnected platforms. That’s why an alternative is needed
Every day 8 billion messages are exchanged between consumers and companies via Facebook Messenger while 150 million people per month communicate with a business page via Instagram Direct.
We don’t yet have precise data regarding the usage of WhatsApp, but we know that this is a rapidly growing trend with numbers destined to increase exponentially with the opening of WhatsApp Business’ APIs, scheduled for the beginning of 2019, which will facilitate the management of customer support through this channel.
Just two years after Chris Messina first coined the term “conversational commerce“, people are starting to consider those same messaging applications they use to communicate with friends and family as the best option to interact, and make transactions with companies. And the growth of this phenomenon does not seem destined to stop in the near future.
The numbers explain how live communication is moving quickly from classic live chats to mobile messaging applications 📈
More and more companies, in fact, perceive the need to offer to their customers the choice of the preferential channel they can use to get in touch.
The growing numbers recorded in the last year of WhatsHelp, a service created to integrate a live chat widget with a multi-channel choice, show that communication related to customer support is rapidly moving from the classic live chat, focused on the exchange of messages via the website, to user-preferred direct messaging apps.
From what we can see from the statistics, this trend is growing so rapidly that more and more companies are willing to give up the “comfort” of a live chat platform such as Zopim or Tawk.to, where all the communications coming from the site are collected into, to allow the final customer to choose.
In fact, despite solutions like WhatsHelp put the choice of the messaging channel in the hands of the user, companies find themselves in difficulty when it comes to managing all these communications from platforms which are totally disconnected from one another.
Why is a valid alternative to WhatsHelp required?
All these reasons, combined with the observation of this trend, led us to think about what could be a valid solution to this problem and how we could combine the convenience of a live chat platform with the possibility for the end user to choose the channel where he wants be assisted on.
Hence, shortly after the summer of this year (2018) we started working on Callbell, a platform in which we centralized communications from Messenger, Instagram Direct and Telegram with the integration of WhatsApp, ready to be implemented as soon as the official release of the APIs from Facebook takes place.
Together with the platform, we give the possibility to each account to create their own custom widget that can be installed in just a few minutes on the company’s website: the design can be customized within the account and will allow the integration of the 4 channels with various improvements for the end user, compared to the product proposed by WhatsHelp in terms of UX and UI.
WhatsApp and Messengers are the future of business messaging?
Managing the incoming flow of new chats and doing everything possible to obtain final customer satisfaction are now priorities for every type of online business, from small and medium-sized businesses to large companies. Although nowadays individual messaging platforms are proposing lots of solutions to help companies, they are often limited to a single channel.
For this reason we believe that the consolidation of the various channels of communication is an opportunity for SaaS solutions like ours, to provide the best possible experience on both sides of the medals.
All we can do is wait and see if this explosive trend is destined to consolidate as a standard and become the future of the business messaging.
About the author: Hello! I am Carlo and I am one of the co-founder at Callbell, the Multi-channel Communication Chat platform that allows companies to communicate with their customers through the main direct messaging applications such as WhatsApp, Facebook Messenger, Instagram Direct and Telegram.