January 6, 2020

How you can use WhatsApp as a customer support tool

Luuk Vreeburg

WhatsApp is one of the most important communication tools on earth. More than 1,5 billion people use the app daily to stay in touch with friends and family. The app recently launched WhatsApp Business, enabling businesses to communicate with their customers. In this blog, we will explain how you can implement WhatsApp as a powerful customer support tool.

In this blog, we will discuss the following topics:

  • Why should I use WhatsApp Business?
  • Can you use WhatsApp Business with multiple users?
  • Advantages of using WhatsApp for customer service
  • Should you only use WhatsApp as a customer support tool?

Why should I use WhatsApp for customer support?

Since the launch of the official WhatsApp Business application for your mobile phone and the WhatsApp Business API, it is possible to use WhatsApp for your client communication. WhatsApp Business is meant for delivering customer support or sending clients updates via WhatsApp Business Message Templates.

The big advantage of WhatsApp Business is that you can create a company profile and show extra information like your company name, company address and business hours. It is also possible to reply with automated messages or an out-of-office reply, making sure a customer receives the right information after reaching out to you. Labelling is also a feature that enables you to create a clear overview of your contacts.

WhatsApp inbox

How to use WhatsApp Business with multiple users

The WhatsApp Business application for mobile devices can only be used by one person at a time. That is why WhatsApp launched the WhatsApp Business API, enabling multiple employees to chat at the same time.

Trengo collaborates with multiple WhatsApp Business API providers and enables businesses to communicate via WhatsApp. All WhatsApp messages will be collected in the Trengo shared team inbox that enables users to pick up WhatsApp messages, assign messages to a specific colleague, tag a colleague and chat internally.

What are the advantages of using WhatsApp for customer service?

To make your life easier we listed all the advantages of using WhatsApp as a customer service tool:

  • Massive reach: More than 1,5 billion users worldwide
  • Easy and fast: Customers usually always have a phone with WhatsApp
  • Automate conversations: Using the Trengo WhatsApp Chatbot

Should you only use WhatsApp as a customer support tool?

WhatsApp is a great channel for client communication. But that doesn’t mean you should only use WhatsApp. The current reality is that customers want to have as many channels at their disposal as possible. This means you should simply be where your customer is. Whether it is WhatsApp, Facebook chat or Instagram.

The Trengo customer support software does not only integrate WhatsApp but also Email, Facebook Messenger, Live chat, Voice & SMS into one shared team inbox. Enabling teams to work smart and efficiënt.

Communication channels

Rounding up

Is WhatsApp a good customer support tool? Absolutely. WhatsApp is ideal as a customer support tool. Especially because customers like to use it, and if given the opportunity, will use it to contact your business. Still, I would like to give you two recommendations:

  • Make sure you also use other communication channels. Give customers the freedom to also e-mail or call you.
  • Collaborate with multiple employees in a shared team inbox such as Trengo. This way it is easier to answer questions from customers, and not miss any messages because you forgot to check on a specific channel.

If you need more information regarding WhatsApp and customer service, feel free to contact us. We are always ready to help you out.

Why not create a free account today?

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