The communication It has evolved with the passing of the days and according to the needs of each environment: family, friendship or work.
One of the many tools that has facilitated this action is WhatsApp, since this instant messaging application has been very useful, to the point of preferring its use over a phone call.
#WhatsApp Business
One of the advantages of using WhatsApp It is the time that a person can take to write a message that allows it to be better structured, without neglecting the immediacy and agility of the communication between sender and receiver.
This advantage for the business sector is competitive, because by incorporating it appropriately into the Call Center, it is possible to further optimize the relationship with the customer.
Let's start from the fact that this application is already designed for companies: WhatsApp Business, which has a simple interface that allows the creation of a profile easily and the use of tools that contribute to the construction of strategies for customer loyalty and acquisition.
The linking WhatsApp Business to the Call center It becomes a challenge for any company, but a number of advantages are evident, such as the following:
1. Automatic messages: a welcome text, the response to a common request or the sending of forms, are some of the aspects that can be done through this platform, considering the immediate attention that can be provided to the client when they use the tool in non-working hours.
2. Tags: Like other tools such as emails, WhatsApp Business allows the label creation in order to differentiate your target audience: current customers, potential customers, suppliers, payments, among others.
3. Profile: We cannot ignore the possibility of positioning the brand through the creation of a profile, using an image that allows the product or service to be quickly identified.
4. Statistics: One of the most important advantages, without ignoring the rest, is the information that is collected with the interactions carried out, such as: the number of messages sent and received. Useful data for building strategies to improve customer service.
5. Cost: Being a free application, it reduces the investment budget in the implementation of tools to improve company-client communication and vice versa, in turn, the profitability is notable due to the immediacy and agility that this communication channel has.
Now, the implementation of this tool brings with it a series of challenges for the company, among them, determining the number of people responsible for ensuring that this new channel works with quality, and making the most of the information provided by the statistics.
Considering that WhatsApp is not such a new application, since it was launched in 2017, another challenge that companies, in Brazil specifically, must already be facing is payment through this tool, turning it into a communication channel to one of online shopping in the future.
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Content Writing by: Isabel Uribe
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