WhatsApp is becoming increasingly popular as a customer communication channel
More and more customers value being able to use their favorite communication channels to keep in contact with businesses. For a lot of people in 2020, that channel is WhatsApp. By now, WhatsApp has over two billion users. And this number is steadily growing.
There are three ways to let your customers contact you via WhatsApp as a chat on your website.
- Click and chat
- QR code
- Trengo multichannel widget
1. Click to chat
The click to chat feature lets customers click an URL in order to directly start a chat with another person or business via WhatsApp. You don’t need to save any phone numbers in your phone to do this. With the link you simply open a chat and start typing. This works for the smartphone app as well as for WhatsApp Web.
With this feature, you could hyperlink a sentence such as ‘WhatsApp us!’ to WhatsApp. You could also type out your phone number and hyperlink it.
To make a click to chat link, you need to edit this link: https://wa.me/[WhatsAppNumber]. Replace ‘WhatsAppNumber’ with the phone number you would like to use.
A click and chat link is obviously fine to offer on your contact page, but it gets a little difficult when you want to offer WhatsApp throughout your entire online customer experience. Having to share this link one very single page will make your website messy quickly.
2. QR code
As you know, having to add a phone number to your contacts in order to start up a WhatsApp message can take a little while. Especially when you want to offer this channel as a business, this isn’t a feasible way. Think about the steps a customer has to take:
- First, he has to look up your phone number
- Next, he has to save you as a contact, including the name of your company and phone number. If they need to do this for all the companies they are in contact with, their contact list may explode one day
- Finally, the customer has to navigate to WhatsApp, look you up in there, and only then can they start a chat.
Now, this doesn’t necessarily take hours, but it also doesn’t make for a flawless customer experience either. And that’s what we’re after.
That’s why some companies have started to create QR codes to start a conversation. They create the code and place it on their website for customers to easily start a chat.
Offering a QR code is a solution, but with everything a customer has to do still not the most flawless option for your customer experience. Want to know how it feels for a customer? Try out starting a conversation with our own Trengo WhatsApp account via this QR code:
3. Trengo multichannel widget
The best way to add WhatsApp as a chat on your website is by using a multichannel chat widget, such as Trengo. With this, your customers can pick their favorite communication channel on your website. They can choose WhatsApp, or any other channel, such as live chat, Twitter, Facebook Messenger, WeChat, Telegram, and SMS.
Now your customers can always contact you quickly via their favorite channel. Whether that is WhatsApp or another channel. The messages will end up in one inbox, together with all your other channels. You get to keep a nice and clean overview without having to continuously switch channels.
Another important advantage is that Trengo offers the possibility to use WhatsApp with multiple users. Your team can easily collaborate on conversations in one WhatsApp account. In the inbox, they can @tag each other and assign messages to specific colleagues or teams.
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