Questions from customers reach your company from all directions. At busy times, it is easy to experience a high peak volume of phone calls, which increases your response time, possibly resulting in you having to keep your customers waiting for longer than they would like…
How great would it be if you could help your customers right after picking up the phone? In this blog, you’ll learn how to take the pressure off by cleverly routing incoming calls to WhatsApp, also known as call deflection.
Your customer service team is running at full speed, the phone is ringing off the hook and the waiting time for customers is endless. The pressure can easily be reduced by forwarding calls to WhatsApp. Give your callers the option to continue the call via WhatsApp or SMS. Being accessible via social messaging is experienced as pleasant and at the same time you significantly reduce the pressure on your phone line.
By simply modifying your phone system’s welcome message, your customers will then be able to start a conversation via WhatsApp. In this way, your customers are no longer on hold and are immediately in a conversation with a customer service representative.
To give you a better idea of how call deflection works, we would like to give you a short example. A customer calls your company and receives a welcome message. In this welcome message you give the caller the option to connect with one of your employees or to start the conversation directly via messaging. If the caller chooses to have a messaging conversation, an automated welcome message (WhatsApp Template Message) will be sent and the conversation can continue through the messaging app. This way you can easily help multiple customers at once, reduce waiting times and collect an active opt-in directly from the customer according to the relaxed rules.
Recently we helped JP Haarlem, a Dutch furniture delivery company, to put call deflection into action. Do you want to know how a welcome message works? Click here for an audio clip from JP Haarlem.
*This audio clip is in Dutch
Routing incoming calls to WhatsApp in a smart way not only benefits your business, but also your customer. We’d like to list a number of benefits for you:
After a big event in your company you can expect peak moments. The use of messaging avoids this extreme strain by moving phone calls to WhatsApp. This gives your service staff more peace of mind as they can allocate their time more productively. Switching incoming calls to WhatsApp in a smart way is an easy customization with instant time savings.
“ "By routing phone calls to WhatsApp, we have achieved a 43.7% reduction in our phone traffic within 2 weeks."Jeroen Lemmers - Operational Manager bij JP Haarlem
Are you curious about the opportunities regarding messaging for your company? We are happy to brainstorm with you about an efficient design of your digital customer service channels. Within a week we can connect your company to WhatsApp. In addition, we offer guidance on how to achieve your goals, such as how you can work more efficiently or boost your customer satisfaction through messaging.