Instant messaging apps are very popular these days. In particular, WhatsApp has been extremely popular in the area of customer service and customer communication in general. In this article, we will discuss how we at LiveAgent use WhatsApp to improve communication and improve the overall user experience.
Why LiveAgent Customer Support uses WhatsApp
When using WhatsApp, Facebook Messenger, or similar apps, customers have certain expectations when it comes to response rates. Since the nature of the interaction is essentially instant messaging, they rightly expect faster responses than when using email. On the other hand, most customers understand that the response rate is slower than when communicating via live chat .
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For example, when emailing back and forth with a customer service agent, you should type long messages that contain as much information as possible. There’s a chance clipping path you’ll get it all figured out on the first try, but more often than not, you’ll get an email back asking for some detail you didn’t even know could be useful.
Instant messaging serves a very practical purpose when it comes to handling customer inquiries. This method of communication allows customers to exchange short messages with partial information with support representatives. Although the conversation itself can consist of a large number of messages, they flow more naturally. They are also usually more relaxed, many find them more friendly and approachable.
This very specific way of communicating with customers should be considered when setting up apps like WhatsApp as a new customer support channel.
What are the channel restrictions
Through the WhatsApp integration, you can receive be Как да се грижим за вашия MacBook у дома compromise and respond to customer messages within 24 hours. However, it is necessary to create WhatsApp if you want to start new conversations or reply to messages after 24 hours.
A message from the same number (same customer) is always sent to the same card (same behavior as the WhatsApp mobile application), unless the old card with the america email list previous communication is deleted.
The page (initial URL) from which they initiated the communication or from which they obtained our contact information is not specified (as in the case of chat or the native contact tool).
Here’s how we do things
Our website has a live chat facility as well as WhatsApp and Facebook Messenger. Thus, customers can decide which communication channel they prefer.
