17 May 2023
In recent years, WhatsApp has become a staple for communication for many around the world. But it's not just for personal conversations; it's also a useful tool for businesses, including internet service providers.
The EU intends to connect each and every citizen with a gigabyte internet connection by 2030 while Africa leads the way in terms of new internet connections per yea
In this post, we'll explore the benefits of WhatsApp Business and practical examples for Internet Service Providers (ISPs) to get the most out of WhatsApp customer service.
Uncapped Customer Service Chatbots
Customer service is crucial for any business and there are now more efficient ways to handle customer inquiries. One such way is through the use of WhatsApp chatbots.
Using chatbots on WhatsApp, you can automate frequently asked questions and free up your team to focus on more complex issues.
Examples of frequently asked questions that WhatsApp chatbots can answer:
How to configure a new router
Internet connectivity troubleshooting
How to improve Wi-Fi signal strength
How to set up an extra router as a WiFi repeater
Billing and payment information
But chatbots aren't just limited to technical support. They can also be used for various sales and account management functions, such as providing product recommendations, and even processing orders.
Another benefit of chatbots is that they are available 24/7, unlike human representatives who have working hours. This means that customers can receive assistance any time of the day or night, making for a more convenient and satisfying experience.
WhatsApp chatbots are a valuable tool for any business looking to improve the speed and ease of their customer service.
Instantly connect with customers using Live Chat
Personalized, real-time communication is essential to building brand loyalty with the modern customer. By connecting Live Chat to WhatsApp, customers can immediately connect with a customer service representative when chatbots aren't cutting it.
Live chat on WhatsApp can also be a valuable resource to generate leads and increase sales. ISPs can engage potential customers with detailed answers and sales support that chatbots might not be able to provide. This can help build trust and confidence in the brand, ultimately leading to sales growth.
Furthermore, WhatsApp live chat can help businesses better understand their customers. By analyzing chat transcripts and customer interactions, ISPs can gain insight into common pain points and areas where they can improve their products or services.
Lastly, Live Chat can help businesses stay ahead of the competition. By offering a personalized, real-time support experience, ISPs can differentiate themselves from competitors who may only offer email, web or phone support.
Reach out to customers
With WhatsApp, you can broadcast messages to individual users or to your whole customer base.
One of the best ways to use outbound broadcasts is to inform your customers about planned outages. This can help reduce the number of calls and emails you receive from customers who are wondering why your service is down. By proactively notifying them, you can help minimize frustration and build trust with your customers.
Example outbound messages to customers:
Service outages and updates
Alert customers that their new internet package is live
Promotional messages about special offers, discounts, and upgrades
Customer feedback requests
Billing, invoices, and payment reminders
Loyalty programme benefits
Whether you're launching a new product or service, or simply expanding an existing one, broadcasting a message to your subscribers can help generate interest and excitement. This can be especially effective if you offer a limited-time promotion or discount.
However, it's important to be mindful of how often you utilize outbound broadcasts and what kind of messages you send. Overuse can lead to customers feeling spammed and ultimately opting out of your WhatsApp chat. Make sure that the messages you send are relevant and valuable to your customers.
By effectively sending outbound broadcasts, you can keep your customers informed and engaged, build trust and loyalty, and grow your business.
Use media
WhatsApp allows you to send multimedia, such as pictures and videos, providing an additional level of assistance to customers. Frequently asked questions, such as how to set up a router or activate a SIM card, can be answered with step-by-step instruction videos.
Example scenarios where media can be used on WhatsApp Business:
Send invoices and account update documents
Allow users to send images or videos of their issues during set-up
Send graphics or diagrams to help customers during troubleshooting their internet connection
ISPs that leverage WhatsApp's media capabilities will take a big step to deliver best-in-class customer service.
Check Fibre coverage using WhatsApp location services
WhatsApp's location services are a useful feature for internet service providers looking to sign up new customers. By enabling customers to share their location, providers can check for coverage areas and give customers accurate information on coverage availability.
This feature is handy for potential customers who are unsure if your service is available in their area and can help increase the number of subscribers to your service.
The Cue Conclusion
The WhatsApp Business API is incredibly versatile, and internet service providers should seriously consider it as an additional tool to improve their customer service. ISPS should think about integrating chatbots, live chat, outbound broadcasts, and multimedia to speed up customer resolution times, grow sales, and increase customer satisfaction.
