Do you provide telephone support for your customers and you often get your customer care inundated with phone calls? Do your customers’ waiting times lengthen exponentially at peak times? Do you receive many phone calls that can be resolved with a simple message? If the answer to the above questions is YES, then you are in the right place!
In this article we will try to show you a solution to decrease the volume of inbound calls of your customer care thanks to WhatsApp without sacrificing the quality of the service.
WhatsApp vs Calls: how to optimize your contact center customer support
If you’ve stumbled upon this article, you’re probably looking for a way to improve the efficiency of your customer service without having to hire new staff.
One of the most frequent problems in a customer care team is the high rate of phone calls that are often recorded at specific peak times. In fact, depending on the type of business, phone calls often tend to accumulate at specific times or on certain days of the week.
During these moments, the dedicated team is in trouble and struggles to keep up, not guaranteeing quick replies to all customers. The customer will see waiting times getting delayed, generating frustration and a feeling of lack of professionalism. Let’s face it: who enjoys waiting on the phone for our request to be taken care of?
Moreover, most of these requests could be solved with simple tasks or actions that do not necessarily require a phone call to be solved. Finally, if we also consider those particularly demanding customers who have a tendency to “cannibalize” our operators by keeping them on the phone more time than necessary, then the overall situation is much clearer.
This is why we offer you a potential solution!
The WhatsApp Business API integrated within the Callbell platform
Before going into details, we’ll give you a very brief overview of the WhatsApp business APIs: the solution offered by WhatsApp, since 2018, dedicated to companies (not to be confused with the simple WhatsApp Business APP).
Thanks to the WhatsApp Business API, you can offer professional services that allow companies to manage this messaging channel in an efficient and structured way, through solutions such as Callbell.
Once a quick company verification procedure has been carried out, thanks to Callbell your company will have a platform that will allow a high-performance management of the WhatsApp API channel in multi-user mode.
Among the main features of Callbell:
1) Multi-user access to a single official WhatsApp API account.
2)Automatic and/or manual assignment of chats between team members.
3) Automations with automatic routing system.
4) Set up of Tags, quick replies and automatic replies.
5) Internal notes and chat history backup.
6) Analytics module with weekly reporting.
7) Chat widget that can be installed on your website.
9) Integrations: in addition to WhatsApp you will also find Facebook Messenger and Telegram.
The solution has been specifically designed for these use cases and is very intuitive both to parameterize (for the customer service management) and to use (for the operator).
What are the advantages of using WhatsApp to reduce phone calls
WhatsApp, unlike the classic email ticket, offers a myriad of advantages.
For the user
The WhatsApp interface is optimized for mobile first use. For a user with the phone in hand and ready to call you, it will certainly be easier to open WhatsApp and write to you rather than connecting to a contact form or his/her email.
Sharing documents, images, videos or audio messages is much easier, which helps the users express themselves more clearly about their request.
This messaging channel has now penetrated all age groups and is used by everyone. In addition, WhatsApp offers a “feeling” of instantaneity: when we send a message we are sure that it reaches the recipient, unlike the various problems that we can encounter with an email.
For the company
Using WhatsApp provides significant competitive advantages. If the WhatsApp channel is effectively made visible to your target audience, it is almost certain that you will get a reduction in the number of phone calls and an increase in terms of requests via this channel.
Keep in mind that, except in emergencies or special cases, customers do not like to wait on the phone. In terms of functionality, WhatsApp first of all allows you to provide quick replies without them being instantaneous, like a phone call.
It allows you to quickly identify a customer’s request and provide a timely solution. A WhatsApp chat allows you to view the user’s phone number: if the customer’s request is too complex, the operator on duty can “scale up” the request and call the customer.
Callbell’s WhatsApp integrated CRM will also offer a series of features that increase the efficiency of chat management and will provide weekly reports to monitor the performance of the customer care team.
Another very important aspect is that, unlike the default WhatsApp Business app, calls and video calls are not enabled on a WhatsApp API profile. Your customers will therefore NOT be able to call you on WhatsApp (the purpose is to reduce support calls).
The versatility of the Callbell tool combined with the popularity of WhatsApp will guarantee you a tool to provide quality, efficient and innovative customer service.
We hope this article has been helpful in reducing your call center’s call volumes. If you are interested in integrating the WhatsApp API through Callbell, do not hesitate to write to us to request a demo of our product!
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 (soon) Instagram Direct