With over 2 billion monthly active users worldwide, WhatsApp has become one of the most popular communication platforms available. Nowadays, almost everyone has at least one WhatsApp account. Additionally, WhatsApp offers end-to-end encryption, which ensures that only the sender and recipient can access the content of messages, guaranteeing privacy and security. As a result, businesses can use WhatsApp as a strategic platform to interact with customers in real-time and on a personal level, enhancing customer service and support processes, and taking customer engagement to a whole new level.
Benefit from new and advanced features in Whatsapp Business
WhatsApp Business, a product launched in 2018, was developed to help companies improve their customer support and service procedures. Unlike the personal WhatsApp account, it offers services like managing customer inquiries, categorizing, showcasing products, and delivering notifications. Moreover, an upgraded version, called WhatsApp Business API, is now available to boost customer service performance and streamline interactions and support for business owners who desire to interact with their customers more effectively and efficiently.
The WhatsApp Business API is different from the regular WhatsApp Business since it can be customized with advanced features and integrated with other systems that businesses are already using. When using WhatsApp Business API, businesses receive a green tick next to their business handle, which increases customer trust through the verification process. Additionally, your team members, staff, and agents can access a single WhatsApp number simultaneously, which boosts the productivity of customer service agents and speeds up response times to customer messages.
WhatsApp Business API integrated with Monty Communication Platform
WhatsApp Business API is the ideal communication medium for companies who wish to interact with the public on a large scale because of its many advantages. Moreover, using the WhatsApp Business API, integrated with the Monty Communication Platform, will provide you access to extra tools that will raise the caliber of customer care and assistance provided by your company. These features consist of:
1. Inbox Omnichannel
The WhatsApp Business API allows customer service and support agents to manage a high volume of customer messages from various communication channels, not just WhatsApp. With access to all channels from one dashboard, agents can work more efficiently and ensure that every customer message is promptly responded to. This feature is especially useful in urgent situations, where customers require fast responses. A faster response time from customer service and support is highly valued by customers, and the convenience of managing multiple channels in one dashboard can improve customer satisfaction.
2. No-Code Chatbot
Businesses can automate communication with customers by integrating chatbots into the Monty Communication Platform for use on WhatsApp Business API. With the use of ready-made templates that can be customized with answers, businesses can avoid the need for coding or programming knowledge. Customers can easily receive information from customer service and support through chatbots, without having to wait, and still have personal conversations with human agents through the human-bot collaboration feature. This integration improves customer experience and helps businesses streamline their customer service and support processes.
3. Agent Allocation
Companies that receive a high volume of client messages, particularly during promotions or events, may occasionally overwhelm their customer service and support staff and cause a bottleneck. This is avoided via the Monty Communication Platform's Agent Allocation function, which automatically routes incoming messages from the WhatsApp Business API to the next available agent. By ensuring that agents are neither managing an excessive number of communications nor too few, this function boosts their productivity and streamlines their job. Additionally, the risk of neglected customer messages is reduced, allowing businesses to provide more efficient customer service and support.
To ensure the best customer service and support, businesses need to monitor the performance of their agents. Monty Communication Platform provides Analytics features that allow businesses to monitor their agents' performance on WhatsApp Business API in real-time, providing insights such as average first response speed and the number of resolved conversations. These insights enable businesses to objectively appraise their agents' performance and create strategies to improve their customer service and support.
5. CSAT App
Ensuring customer satisfaction is crucial for the quality and success of any business's customer service and support. To accurately determine the level of customer satisfaction with the services provided, it's necessary to obtain reliable data. This can be achieved by using the CSAT application from Monty Communication Platform’s App Center, which is integrated seamlessly with your WhatsApp Business API upon installation, to conduct customer satisfaction surveys.
The CSAT application is designed to collect feedback and score results from customers, providing insight into the strengths and weaknesses of your customer service and support teams. By analyzing this data, you can better understand your customers' needs and preferences and identify areas for improvement in your business's customer service and support processes.
Get ready to provide the best customer service & support
WhatsApp is a popular messaging app that provides businesses with a useful platform to interact with clients. Businesses may improve their customer care procedures and deliver top-notch customer assistance with the aid of the WhatsApp Business API. For large-scale businesses, it's a practical way to involve customers.
The integration of WhatsApp Business API with Monty Communication Platform enhances customer support and service by offering features like Omnichannel Inbox, No-Code Chatbot, Agent Allocation, Analytics, and CSAT. With these feature, you can manage client messaging, add a personal touch, improve agent effectiveness and productivity, and promote customer loyalty and retention.