Increased customer satisfaction
Reduced resolution times
If your company is like most, you’re always looking for ways to increase efficiency, while also keeping your customers happy. This can be a difficult balancing act, but moving to a messaging-based system can help you achieve both of these goals, while at the same time elevating the entire customer contact department to a profit centre.
WhatsApp Business, Facebook Messenger, and Livechat
Communicate with your customers on the channels they prefer
One of the biggest impacts of the pandemic is on the way we communicate. Suddenly, everyone is on Messenger and WhatsApp. When you combine this with the reduced operating capacity of most companies, it means that message-based communication is booming. The good news is that with a Multi-channel inbox, you can make the switch quickly and easily.
Phone vs. messaging apps
Asynchronous customer communication
Phone calls only work if both parties are ready and available at the same time. In reality, this leads to a lot of waiting and missed calls – which frustrates everyone. Asynchronous communication, on the other hand, lets people communicate freely with messages whenever it suits them – and it lets CX agents easily deal with multiple conversations at the same time.
A Multichannel inbox
Manage all messaging channels in a single inbox. From WhatsApp Business, to Facebook Messenger, to Livechat, and even e-mail.
Hold your customers’ attention - instead of asking them to hold.
Call deflection is simply a greeting that gives your customers the luxury of choice. Here’s an example: “Hello. Thanks for calling. We can help you quicker via messaging. Press 1 to proceed with messaging or please hold to speak to someone in-person”. When they press 1, they are sent an automated WhatsApp message template and the conversation can continue from there.
With this approach, JP Haarlem – a logistics partner for POSTNL – was able to deflect 42% of the incoming calls to WhatsApp. This enabled them to decrease overall phone traffic, improve response times, increase efficiency, and increase customer satisfaction.
Call to Messaging
Become more productive with less calls
While modern customers undoubtedly prefer messaging, the biggest benefit will be ever-increasing efficiencies in your CX department. Less calls mean agents have more time to be able to shift channels and will benefit your company in the long run. Shifting from phone to focus on delivering the best customer experience – as well as offering customers advice that could lead to more sales.