Customer service is a profession that constantly reinvents itself. It changes, adapts and evolves according to the habits of your customers. Millennials – born between 1980 and 1995 – and Generation Z – born between 1996 and 2015 – occupy a growing place in the economy. With that, integrating WhatsApp into your “customer contact center service strategy is essential.

Growing ability

In early 2020, WhatsApp announced that it had officially passed over two billion users worldwide. And Whatsapp is valued as a communication tool by the youngest generations: the Millennials and Generation Z. A Coldwell Banker Global Luxury study, A Look at Wealth 2019, shows that by 2030, American people from these two generations will have enormous spending power, many times greater than today. Their wealth will increase by a factor of five, thanks to the legacy of their Baby Boomer parents. Reason enough to use WhatsApp in your omnichannel customer service strategy.

The benefits of WhatsApp for customer service

According to another 2019 survey, 72% of respondents feel WhatsApp makes customer contact more informative. Understandable, as WhatsApp allows customers to communicate very directly with a contact center employee. By supplementing traditional channels such as phone, email or SMS with a channel such as Whatsapp – which combines digital interaction with quick handling – companies get closer to their customers. This creates a valuable connection with a target audience accustomed to this fast way of communicating. Not only does Whatsapp offer benefits – such as saving both customers’ and employees’ time, high availability and the ability to connect with customers’ expectations – it is also a way to show that as a company you have a modern mindset.

Integrate WhatsApp into your customer strategy

To easily integrate WhatsApp into your strategy, you must be able to rely on a flexible contact center solution within which you can easily add new communication channels. The omnichannel capability of a customer service center depends on its ability to integrate a wide range of social media channels and instant messaging applications in addition to traditional channels. And if anything ensures an optimal customer experience, it’s when you’re ready on your customer’s favorite channel. Whether that is Facebook, Messenger, Twitter, Instagram, WhatsApp, WeChat, Telegram or TikTok, without a WhatsApp-friendly contact center solution that is also 100% omnichannel, you cannot easily adapt to your customers’ expectations.

A human touch: the key to success

Unlike chatbots, voicebots and other types of bots, it is humans who manage interactions on instant messaging platforms such as WhatsApp. To provide a personalized and seamless experience, an employee must have real-time access to a customer’s interaction history across all communication channels and be able to rely on the flawless integration of CRM data.

Curious?

The ideal customer journey, the optimal customer experience, is the primary factor by which you can differentiate yourself from the competition. By structuring your quality process, you contribute to the future-proofing and success of your organization, both in the short and long term. Do you also want to stand out in the market? Then contact us without obligation. We will gladly work with you to find the ultimate solution for your customer contact center. Want to get acquainted first? Stay informed by signing up for our newsletter.

Source: Vocalcom