According to a recent research by Salesforce, 89% of consumers are more likely to make another purchase after a positive customer service experience.
That’s how important customer service and support has become. It is being touted as being a game changer.
Which is why you cannot ignore it.
Majority businesses are using softwares to streamline their support system. But, choosing the right one could be confusing. Especially when your business is scaling.
In this blog, we will talk about how businesses can simplify and increase the efficiency of their Whatsapp customer support.
Why Whatsapp chats are important?
Whatsapp is the most popular messaging app in the world and as per a report by WhatsApp, a total of 50 million businesses use WhatsApp Business.
Also, studies show that Whatsapp is more user friendly and customers find it easier to communicate through it. It also boasts of an open rate of 98% and a decent enough read rate.
So, let’s first look at the challenges that businesses face when it comes to offering support.
Increasing number of queries
As your customer base increases, there is an uptick in queries too. According to a recent research done by HubSpot, 33% of customers are most frustrated by having to wait on hold.
Or when they feel like their queries aren’t being attended to.
Customers today want their issues to be resolved at the earliest. Gone are the days when people had the time and patience to wait. They want immediate access and for that a process is required.
How Customer Support leads to Customer Success?
De-centralized support system
It often happens that customers are responding/contacting through various platforms. For eg., some chats are coming from Whatsapp, some from social media and some from the website itself.
Without a centralized system, it can be difficult to keep track of things and there are chances of missing out on messages from customers.
As per a Jungleworks research, majority small and medium businesses complained of not having a consolidated platform to look at all the customer chats and keep records.
Late response can be fatal
A Zendesk report says, 66% of consumers say they expect to engage with someone immediately when contacting a company.
Let alone, being completely ignored. Missing out on customer chats or responding to them late can be detrimental to your business and can lead to churn.
What is a Whatsapp Multiplexer?
All the above stated problems can be catered to with just one new feature, a Whatsapp Multiplexer.
As the name suggests, this feature offers to cater to multiple Whatsapp customer chats at the same time.
It gives businesses/individuals the ability to cater with multiple agents via WhatsApp.
With Hippo’s WhatsApp Multiplexer businesses can cater to customers from upto 10 devices.
How does it enhance customer support?
33% of customers are most frustrated by having to repeat themselves to multiple support reps, says a research by HubSpot.
This is an issue faced by majority businesses. Going by the traditional methods, a customer has to explain his/her same issue to many people. With Multiplexer, the chats are saved and the next time customer returns, he doesn’t have to repeat himself.
With a multiplexer, multiple customers can be catered to at the same time. So, customers don’t have to wait for a response, their query can be looked at immediately. And research shows that a happy customer is more likely to return and buy from the same brand.
Through this, not only can you cater to customer queries but also send them order updates, delivery alerts, reminders, coupon codes etc. So, all communication can take place in one dashboard which is very convenient for the business.
Apart from this, it also provides with the following.
Chats can be assigned both manually and automatically.
Internal notes(not visible to customer) can be added in-between chats by the agent.
For lead generation, all the customer data and history can be shifted to CRM very easily.
How does it work?
It is easy to set-up and free to use when subscribed for engagement automation. It can be set-up within a few seconds and you are good to go.
Here’s what to do:
Click engagement automation
Choose one of the integrations(Direct/Twilio)
Add details/scan QR code from phone
And you are ready to go!
Also ReadHow to enhance customer engagements throughout the customer journey with Hippo
Hippo is an engagement automation platform that enables you to streamline, automate and analyze omnichannel digital marketing efforts and workflows to improve and increase engagements.
If you wish to read more on how it can grow your business, you can click here.
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