Indice
Customer service is an essential element for any type of business; over the years, it has undergone many changes, turning into one of the most important departments. Considering all these characteristics, the platforms that offer effective and useful solutions for managing conversations throughout the sales process.
One of the features that will be integrated into the WhatsApp API are chat groups for companies. This means that your company will be able to create groups for all customers in the future, having a direct channel and aimed at sending promotions or various communications.
Callbell is a tool that has completely revolutionized the way in which companies can interact with their customers, offering specialized features for all sales, support and customer service teams in real time to be used with companies on channels like WhatsApp, Facebook Messenger, Instagram Direct, Telegram and Live chat.
Why should you use groups on WhatsApp?
WhatsApp groups can offer many advantages to all companies. Indeed, they allow you to centralize and manage multiple conversations in a single chat, optimizing response times and focusing on user information.
Groups allow agents from a team to come together, by starting a chat; while, other team members can join the conversation in real time, solving all individual problems, simultaneously sharing the most useful information, so that all doubts are clarified.
Benefits for teams and customer
- Improved Collaboration:
One of the most important advantages of groups in the WhatsApp Business API is cooperation. Thanks to the ability to add multiple agents in a single chat, responses are even faster and issues will be resolved in less time.
- Faster and More Effective Responses:
Groups allow multiple agents to handle different parts of a single conversation at the same time. For example, if one agent answers more general questions, another could specialize in resolving technical issues and yet another could be part of the team that deals with billing. Moreover, being a group, it is normal for several people to ask questions at the same time, having multiple administrators to receive answers from.
- Direct Contact with Users:
When you assist a customer through a group, you have the ability to contact users directly, answering all their questions. This allows you to resolve the most frequent problems, providing an even faster and more attentive service.
- Greater Personalization of the Service Offered:
Groups not only improve the efficiency of the service, but allow you to personalize the process. Although it is true that, within a group, there are more people, for each request, agents can personalize their responses, making each customer feel unique and exclusive.
Common Use Cases for Groups on WhatsApp Business API
- Technical Support:
Groups are perfect for support teams. Once you deal with so many users, having doubts or technical questions is absolutely normal and using this tool can provide really effective solutions.
- Sales and Product Requests:
Groups are perfect for launching promotions, information, coupons and marketing campaigns at important moments. This means that when you launch a campaign, it will reach a large number of users in just a second, without having to spend additional money.
- Crisis and Emergency Management:
In crisis situations, like system failures or service problems, it is essential to respond quickly. Indeed, groups allow teams to coordinate immediately, solving the problem and avoiding possible confusion.
Release Date
The release date of this feature of the WhatsApp Business API for companies is not clear yet. However, according to Meta, it will be tested soon and then launched on the market as soon as it is ready.
That is why, at Callbell, we are preparing ourselves to integrate this solution into our product, by offering important advantages on our platform. You can try all the advantages offered by clicking here.
Conclusion
Groups on Callbell will be a truly powerful tool to improve efficiency, cooperation and the quality of customer service.
The ability to bring together multiple agents in a single conversation, coordinating all responses and personalizing assistance in real time, is an incredibly competitive advantage for companies. You will be able to optimize all support processes, reducing response times and, above all, ensuring an unforgettable experience for all your customers by integrating the aforementioned functionality with other Callbell offers, like the chat module, CRM or Broadcast.
If you do not use Callbell to manage your conversations, click here.
About the author: Hello! I am Alan and I am the marketing manager at Callbell, the first communication platform designed to help sales and support teams to collaborate and communicate with customers through direct messaging applications such as WhatsApp, Messenger, Telegram and Instagram Direct