27 Nov 2023
Efficient customer service helps retain customers and builds brand loyalty. So much so that Hubspot reports that 93% of customers are likely to make repeat purchases from companies that offer excellent customer service.
In this blog, we’ll walk you through WhatsApp Business and how you can leverage the platform for faster, smoother customer service with live chat, user flows chatbots, and web widgets.
Get started with WhatsApp Business
There are two types of WhatsApp solutions that businesses can use.
Beyond understanding the types of WhatsApp Business solutions, gearing up for effective customer support with WhatsApp requires you to go through a few steps to get the most out of the solution. These steps include:
Submitting your WhatsApp Business application
Setting up your first chatbot
Marketing your WhatsApp Business solution
We’ve covered all these steps in detail in our complete guide to getting started with WhatsApp. This guide covers the differences between the two types of WhatsApp accounts, setting up your account, and effectively using the account for faster customer service.
Benefits of WhatsApp for customer support
WhatsApp Business creates a direct and immediate line of communication between you and your customers. Let's explore three benefits of using WhatsApp for customer support:
1) Real-time, immediate assistance
66% of customers expect a response from customer service within five minutes, while a further 22% expect a response within 30 minutes, according to a study by HubSpot. A logistics company can use live chat on WhatsApp to keep customers informed about real-time delivery tracking, reducing delivery-related inquiries, and improving overall customer satisfaction.
2) Improved personalisation
WhatsApp's messaging features allow businesses to personalise their interactions, providing tailored responses and assistance. In the insurance industry, this could include offering specific coverage options and advice based on customers' individual needs, ultimately driving sales and customer loyalty.
3) Faster query resolution
By using chatbots and automation with WhatsApp, businesses can manage a high volume of inquiries efficiently. A retail store can automate responses to common queries, such as product availability or shipping information. This reduces the burden on customer service agents, allowing them to focus on other tasks.
Using the right customer service software
Since switching to Cue, insurance brands like Affinity Health reduced customer service costs by 73%. Let's explore how solutions powered by Cue can help you deliver faster, smoother, and more efficient customer service on WhatsApp:
WhatsApp live chat: Real-time support
Live chat empowers businesses to instantly engage customers in real-time, addressing their queries and issues faster. Whether it's helping a customer with a product inquiry, troubleshooting an issue, or providing on-the-spot assistance, live chat improves your ability to connect with customers at that moment.
Hair Kingdom chose Cue to power their WhatsApp Business and live chat solution. This resulted in a 38% increase in customer engagement.
How your business can use live chat
Live chat for retail stores: Assist customers with product recommendations, sizing inquiries, and order tracking.
Live chat for car dealerships: Provide real-time support for car owners looking for maintenance advice or scheduling service appointments.
Live chat for logistics companies: Offer immediate assistance for tracking shipments or addressing delivery-related concerns.
Flows: Streamlined conversations
Flows bring structure to customer interactions. They allow you to design guided customer journeys, ensuring that queries are directed to the right teams or chatbots. These structured conversations reduce the time it takes to resolve customer inquiries. Flows are triggered by a message from a customer and can be created on the Cue platform, enabling your business to guide customers through predefined journeys on WhatsApp, automating processes, and delivering relevant information efficiently.
How your business can use flows
Flow user journeys for education providers: You can create a flow to guide prospective students through course selection, application procedures, and fee payments.
Flow user journeys for Internet service providers: Set up flows for invoice payments, creating support tickets, and upgrading plans.
Flow user journeys for insurance businesses: Use flows for policy renewals, claims processing, and premium payments, making these transactions smoother for clients.
Chatbots: 24/7 assistance
Chatbots are like your tireless assistants; they’re available around the clock. They can answer frequently asked questions, gather preliminary information from customers, and assist in the initial stages of resolving issues. Chatbots make sure that no customer query goes unanswered.
How your business can use chatbots
Chatbots for insurance: Chatbots can capture requests for callbacks and generate quick insurance quotes.
Chatbots for retailers: Retail chatbots can assist customers with product recommendations, order status inquiries, and returns.
Chatbots for car dealerships: These chatbots can help car owners with basic troubleshooting, scheduling service appointments or reminding customers about upcoming service appointments.
Web widgets: Website-based conversations
Your customers can access your WhatsApp channel through web widgets. Placed strategically on your website, they allow customers to start conversations with your business with a single click. Adding a WhatsApp chat widget to your website allows your customers to speak to you without leaving your website.
How your business can use web widgets
Web widgets for logistics businesses: While scrolling through your website, customers can inquire about package tracking, delivery schedules, and service coverage.
Web widgets for education providers: Prospective students browsing your website can easily find information about courses, application processes, and tuition fees.
Web widgets for retail businesses: Shoppers can access real-time assistance regarding products, availability, and promotions.
Make customer service extremely fast with WhatsApp
By making the most of Cue’s live chat, flow builder, chatbots, and web widgets, you can create a customer service experience that exceeds customer expectations. The ability to connect with customers in real-time, streamline conversations, provide 24/7 support, and initiate chats sets the stage for stronger customer relationships. Get in touch with Cue for a demo today.
