Have you been observing that more and more people communicate through different messaging apps like WhatsApp, Facebook Messenger or WeChat rather than simple text.
Well, businesses have also realized this and leveraged these platforms to engage customers in a more personal manner. But get this- tech companies have made it even easier for businesses to do this by developing tools that allow them to automate conversations at a grand scale.
You might be aware, 2018 marked the launch of one of the coolest things – whatsapp omnichannel. This allows companies to engage with their consumer base in a fashion that is less annoying than ads or other notifications.
And the best part? It helps brands to take the customer experience even further by giving them a smooth ride throughout various channels.
It’s pretty cool. You don’t need to wait for slow websites or limited phone lines – chat with a representative right on WhatsApp 247. On top of this, as everything happens in real time means that any problems are sorted out really quickly which is always good.
But that’s not all. The organizations are also leveraging WhatsApp for personalized engagements such as individual sales discussions, reserving appointment times, inquiring about delivery timelines and even providing product recommendations.
That is almost like having your own personal shopper!
And this, they can be connected to CRM systems and ERPs so that the business knows about all of your interactions and orders no matter how you contact them. That way, they ensure you always have the same feel. Pretty cool, right?
Wherever the contact point, customers feel as if they are being treated in an intuitive way; internal teams benefit from consolidated understanding.
Such possibilities are made more attainable by automated workflows available through APIs.
All of these functions can be performed automatically on a large scale without human intervention using pre-programmed messages, from greeting new subscribers to congratulating users on loyalty points or app downloads, sharing special offers in the form of discount coupons, conducting focused surveys or polls, and much more.
When guided conversational interfaces are adopted, complicated multi-step operations, such as purchasing or onboarding, become far more seamless. Over time, customers who are supported by a brand tend to develop a strong fondness for it.
One major perk is that companies have access to a wide population of WhatsApp users without necessarily having their contact information at first. Incorporating an API into their digital platforms will make it possible to make full use of this opportunity.
There is no pressure or coercion for individuals who may simply choose to participate voluntarily by merely scanning QR codes placed on product packaging, online advertisements and physiological venue placards.
WhatsApp Business API is the first platform for omnichannel conversational solutions, and it genuinely changes how companies advertise. Websites marking the end of digital connections are a thing of the past.
In order to create stronger links with the community and make it easier for businesses to blend in people’s everyday life, one can enable more individualized contacts at the places where consumers already spend their time.
By continuously offering the best omni-channel experience, this API allows companies to stay ahead in an era in which everything depends solely on instant connection. WhatsApp-led communication interfaces will undoubtedly be important fores in business.