You own a company. Your company keeps growing. It's natural that the volume of customer service increases and requires more and more energy, staff, infrastructure, investments…
I ask you: "Is it possible to provide better and faster service with fewer resources?"
The answer is YES! You must have already come across... automated customer service robots and/or automated customer service flowsTechnically known as chatbots, Artificial intelligence robots are part of the natural process and trend of automating customer service..
Within this area, the WhatsApp Business API (or simply WhatsApp API) stands out as an ideal option for medium and large companies looking to automate contact with their customers and use the app as a powerful customer service tool.
We have listed the Main Advantages of the WhatsApp API Things you and your company need to know! Understand why you should start using the WhatsApp API now!
Scaling Your Customer Service
The WhatsApp API is ideal for businesses with multiple clients and a high demand for customer service.It would be humanly impossible for large companies to handle and operate their respective accounts on the app individually with only one agent receiving and distributing calls.
These companies receive a high volume of contacts and requests daily that need to be handled quickly and efficiently. The way to scale and meet this need is through API integration..
Even small and medium-sized enterprises already have this integration in mind, in their case encouraged by the growth of their businesses in the medium/long term.
Just a Fixed Number
The WhatsApp API allows you to integrate all your contacts on the platform into a single phone number.This could be the number your company already uses today, whether it's a landline or a toll-free number.
In this way, the company does not need to provide multiple different numbers or extensions, nor advertise them across all its communication channels. Having the same number available to the customer service team also facilitates message management and flow., without the need for just one intermediary overwhelmed with demands.
It's possible to optimize your customer service and integrate it with an unlimited number of agents – providing better, faster service and enabling your company's growth.
In addition to receiving fast and personalized service, the customer is not bombarded with a multitude of different contact numbers, which often generate doubt and distrust.
Integration with other Customer Service Platforms
Consider the variety of social media networks and customer service channels available: phone, email, Facebook messages, Instagram, WhatsApp contacts… There are countless communication channels. It's quite a challenge for companies to manage this profusion of contacts in a segmented way across each of their platforms.
The WhatsApp API allows you to integrate your system with various customer service and CRM platforms (Customer Relationship Management)In addition to ease of access and adaptation by the team, the application's functionalities are expanded to encompass the customer service systems themselves.
Service lists and reports, for example, can be generated automatically with greater security, speed, and accuracy; eliminating the need for manual data collection and spreadsheet organization.
WhatsApp API: Authentication Seal
Companies wishing to start using the WhatsApp API first need approval and authorization from WhatsApp.If everything goes well and is approved, the number receives an authentication seal that may not mean much at first glance, but brings great representativeness and relevance to whoever possesses it.
The badge has become the official way to announce to the world that your company is integrated into the platform, has passed WhatsApp's rigorous verification process, and has been working in partnership with the app in a secure and professional manner.
From the users' perspective, they feel much more confident and secure accessing and maintaining contact with an authenticated account. – In the eyes of the customer, the company appears professional and robust.
Automation via Artificial Intelligence
Only through the WhatsApp API can your company gain perhaps the most significant advantage of adopting the platform: Integrating artificial intelligence via chatbots into your customer service workflow..
Why integrate chatbots into customer service? Large companies with high demand from users seeking contact need to automate their customer service to handle this vast number of inquiries. By filtering and resolving simple questions via chatbots, it's possible to leave only the more complex requests to human agents, who can then prioritize their service, providing better and faster assistance.
Integrating artificial intelligence into customer service is the natural path for most large companies. and/or growing, given the financial limitations in investing in the expansion of physical and personnel infrastructure of call centers.
WhatsApp API: Personalization
All this integration and automation of customer service doesn't mean a cold and distant service. On the contrary, with a structured service flow and the help of chatbots... It's possible to customize your message as much as possible.Humanize your customer service, integrate your voice and organizational culture, create your brand persona (an avatar with a name and personality that represents your company), and... to get closer and closer to their customers.
Personalization, and the other advantages mentioned so far, enhance and improve the customer experience in yet another communication channel with the company. They demonstrate that the company is ready and attentive to the customer, their world, and their lifestyles.
How do I implement the WhatsApp API in my company?
Have you made it this far and understand why you should start using the WhatsApp API? Are you convinced he will help you? So, what are the next steps?
First of all, it is necessary Contact an authorized WhatsApp service provider. To get the application approved, all interested companies need this intermediary. Matrix BrazilFor example, it is an official provider authorized by WhatsApp to integrate companies into the API.
Together, the company and the intermediary seek the defense and approval of the integration with Facebook (owner of WhatsApp). Once approved, it is possible to begin the process. process of integrating artificial intelligence, building customer service flows, and defining contact names and numbers..
From there, the sky's the limit for your company: customizing the customer service flow, subdividing into internal departments, creating an avatar and a brand voice – the company has the freedom to shape and promote constant improvements based on real results. Each day, their service becomes more assertive and professional.!
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