How businesses can use WhatsApp for customer support solutions?
With more than 22 million users monthly in Malaysia, WhatsApp is one of the most popular messaging apps for communicating with one another. WhatsApp for customer care is an ideal choice for brands with an omnichannel strategy since it allows their customer service team to communicate with consumers privately and securely.
WhatsApp can be used to improve a company's customer experience, from answering customer queries to exhibiting items, delivering alerts, and providing updates. The end-to-end encryption capability can benefit your business and help you rethink customer communication.
Benefits of using WhatsApp for customer support
You can improve customer service and take customer interactions with the company to a new level of engagement by providing customer service through WhatsApp. Using WhatsApp for customer service may benefit the company in a variety of ways:
1. Large active users
WhatsApp has the most monthly active users across all age groups and geographies, making it the most popular messaging app. As a result, it may help your company grow its reach and fulfil its full potential.
2. Team inbox
When you use WhatsApp for business, you have the benefit of a team inbox, which allows you to allocate client messages to numerous customer support agents at the same time, improving the service quality.
3. Chatbot capabilities
Using a chatbot template for WhatsApp customer service can improve your company's skills and automate answers. Bot integration can help you handle your clients more effectively.
4. API accessibility
WhatsApp Business API is easily accessible and can assist your company with third-party integrations such as Zapier and Shopify. This can assist in bringing all customer data together in one location and using it to improve customer service.
Read more about the Essential Guide on WhatsApp Business API.
5. Rich media support
Rich media material, such as photographs, videos, emoticons, or documents and contracts, may bring a new layer to client interaction. You may also create a catalog to display your items and services.
How to set up your Whatsapp for customer service?
To start using WhatsApp for customer service, it's best to set up the WhatsApp Business API. Unlike the standard WhatsApp Business account, the API includes a verified business profile with a green tick, which helps establish trust and shows customers you’re a genuine business.
With the standard account, you might face limitations, and the WhatsApp Business API offers more stability and support. You can easily access WhatsApp Business API through an official WhatsApp Business Solution Provider (BSP) like SleekFlow.
Here’s how you can get started with SleekFlow to set up your WhatsApp customer service:
1. Log into your SleekFlow account, go to "Channels," and click on the WhatsApp Official API settings. Select "Connect."
2. Proceed to purchase a WhatsApp Business API add-on via Stripe for $15/month per number. Complete payment by entering your credit card information.
3. Once redirected to SleekFlow, under "How to connect," select "Connect Cloud API using a new phone number." Click "Next."
4. In the pop-up, sign in to your Facebook account with access to Facebook Business Portfolio, then continue with your credentials.
5. Read and accept the permissions SleekFlow requires, then click "Get started."
6. Fill in or confirm your business details. Select your business portfolio, then click "Next."
7. Choose "Create a WhatsApp Business API Account" and "Create a new WhatsApp Business profile." Click "Next."
8. Enter the WhatsApp Business API account name, public display name, and business category, then proceed.
9. Input your phone number with the country code and select your preferred verification method (text or call). Enter the code when prompted.
10. After verification, your account is connected. Select the newly created WhatsApp profile in SleekFlow, fill in a private "Channel name" for internal use, and finalise by going to "Channel settings" to create templates related to customer service.
Why use WhatsApp for customer support ?
There are several benefits to using WhatsApp for customer service. First and foremost, it is an extremely popular app with a massive user base, making it perfect for brands that want to widen their reach. Additionally, the app offers several features that make it perfect for customer service use cases:
Adaptable
While WhatsApp is primarily a mobile app, it can also be used using a web browser, allowing you to conduct client discussions from your office computer.
All computerised
WhatsApp is a useful customer service tool since it allows you to customise greetings and away messages and provide speedy answers.
Makes data available and integrates it
By utilising WhatsApp, you can obtain snapshots of the number of messages sent and read, giving you a decent idea of how many people you're reaching and how much money you're saving.
Entirely legal
You don't have to worry about disturbing people with cold calls or emails since your users must opt-in to receive communications through WhatsApp API.
Understandable
Rather than giving them "company-line" emails, your audience likes to feel as if they are discussing with you.
Provides clients with quality customer service
Customers increasingly prefer texting businesses through a messaging platform than sending emails or filling out forms, and no one likes to be put on hold.
Connect to WhatsApp Business API now!
Connect to WhatsApp Business API and get the first 1,000 service conversations free each month.
Tips on giving 5 stars customer service with WhatsApp
While WhatsApp helps streamline communication, your approach as a customer service representative makes all the difference. Let’s look at how to deliver excellent service by leveraging your skills, and ensuring every interaction feels thoughtful.
1. Respond quickly & thoughtfully
Customers appreciate prompt responses but don’t sacrifice quality for speed. Take a moment to understand their concern and provide a clear, helpful answer. Personalize your replies to show you’re genuinely invested in helping them.
2. Be polite, friendly, and professional
Always maintain a courteous tone, even in difficult conversations. A friendly approach helps diffuse tension and builds trust. Being professional shows customers you respect their time and concerns.
3. Empathize with their situation
Listen carefully to your customer’s issues and acknowledge their feelings. Phrases like “I understand how frustrating that must be” can go a long way. You can set up automated messages with templates to send these kinds of messages. Empathy makes customers feel heard and valued.
4. Follow through on promises
If you commit to something, make sure you deliver. Whether giving updates on a set time and date or resolving an issue, reliability builds trust and loyalty. Customers remember when you follow through.
5. Offer personalized solutions
Instead of giving generic answers, tailor your response to the customer’s unique situation. Personalization makes them feel valued and ensures their needs are met effectively.
6. End on a positive note
Always thank the customer for reaching out and confirm that their issue has been resolved. A warm closing message leaves a lasting impression and encourages them to return.
Best way to use whatsapp for customer service
Your WhatsApp Business API is all setup, and now it’s time to make the most of it! To really elevate your customer service to a 5-star level, here are a few best practices to keep in mind:
1. Set up a self-service chatbot
Give your customers the convenience of quick answers! A self-service chatbot can handle common questions like FAQs, order updates, and more so your team can focus on the bigger issues. Plus, it ensures customers can get help anytime, day or night!
2. Use chatbot interaction data to assign conversations
Analyse chatbot interactions to determine when an agent should take over. If a conversation seems complex or the customer appears frustrated, automatically route them to an agent who can offer personalised assistance. This helps maintain a smooth and thoughtful customer experience.
3. Integrate with a CRM for 2-way data sync
Syncing WhatsApp with your CRM gives you a complete view of each customer—past purchases, preferences, etc. This means agents can personalise their responses, making every interaction tailored to the customer’s needs.
4. Gather feedback to improve service
Use WhatsApp to collect valuable feedback directly from customers. After resolving an issue or completing a transaction, send a short, friendly message asking for their thoughts on the service. You can use quick-reply buttons for simple ratings or ask for detailed input if they want to share.
Example - Celcom customer service WhatsApp
In Malaysia, Celcom is one of the first companies to use WhatsApp for customer service. Celcom customers may now communicate with the company through WhatsApp for customer service. Celcom's WhatsApp customer support channel is +60196861111.
Celcom’s WhatsApp customer support features a bot that will answer all messages sent to the channel. Customers can get account information, top-up their credit, or check their internet balances besides telephone bills or fibre internet bills.
Additionally, if you are not satisfied with the service network, you can also make a report directly from WhatsApp. Among other functions, users can make appointments and find out about the latest Celcom promotions through WhatsApp.
Through Celcom WhatsApp, you are also able to see, pay, or download bill statements, check your Internet consumption and verify coverage or submit a report, and be updated about network maintenance, concerns, and remedies regularly advise on how to make the most of VoLTE and the 3G network breakdown. Additionally, you can get the most up-to-date information about the upcoming 5G network.
CIMB customer support WhatsApp
CIMB Bank now has a WhatsApp account of its own. CIMB's WhatsApp business number for customer service is +60322610888. You may use WhatsApp to check on the status of your application, look up bank interest rates, or locate a CIMB ATM or bank location near you.
You will not be chatting with a customer care person since the CIMB WhatsApp account does not support live chat yet. Instead, the WhatsApp channel functions more like a chatbot, with users selecting from a menu of pre-programmed interactions to obtain the information they want.
The green tick next to the account name indicates that the CIMB Malaysia account on WhatsApp is a confirmed Business account. Furthermore, because WhatsApp communications are secured with end-to-end encryption, users can be confident that no third parties can read their conversations.
Hap Seng Star (Mercedes-Benz Malaysia) customer support WhatsApp
Image by facebook.com
Hap Seng Star turned to WhatsApp, a popular instant messaging app in Malaysia and among Hap Seng Star's consumers, to provide a simple and effective customer communication channel. People could voice and video call the dealer whenever it was convenient for them and have real-time chats thanks to the app, which allowed for speedy and secure two-way communication.
The luxury vehicle dealer sent out emails, SMS, and social media announcements about the new customer care channel and QR codes connected to the WhatsApp channel in all printed advertising materials.
Before connecting with a customer care professional, consumers were allowed to opt-in to the WhatsApp service after visiting the channel. Customers were also reminded to arrange a service appointment and renew their auto insurance via WhatsApp by Hap Seng Star.
Hap Seng Star witnessed a significant rise in the number of consumers utilising the WhatsApp customer service channel after offering the service in December 2019. By May 2020, the dealer had seen an increase in delivery rates by 30% compared to other methods, and read-message rates increased by 55% compared to other routes.
Check out how other brands like Kiehl's and Tesco utilised digital technology other than WhatsApp for social CRM.
Create loyalty programs using WhatsApp Business API
Now that you know that the WhatsApp Business API is the best messaging service for your customer service solution, you might be asking what an API is. Just so you know, WhatsApp Business API, another product from WhatsApp itself, differs from WhatsApp Business App.
An API allows programs to communicate with one another, share data, and shield users from the complexities of the backend. It is not a simple operation to apply for the WhatsApp Business API, but with the right supplier, it may be a pleasant experience.
Furthermore, the benefits of reaching out to leads and clients where they are most comfortable and with faster reaction times are well worth the wait. After all, with 65 billion messages sent daily, WhatsApp has the biggest and most active user base of any messaging service. This is where you should send and receive messages and phone calls.
Enjoy an uninterrupted experience with an official WhatsApp Business API account
The other key benefit is having a stable connection with minimal downtime. alfred24, a green delivery solution provider, had been using WhatsApp via a non-official partner of WhatsApp. The connection was sometimes unstable, and when the phone that hosted the WhatsApp account crashed, they had to disconnect and reconnect the account using other devices. The whole process could take up to three hours and might happen more than once a day, causing a delay in the response to messages.
But now, alfred24 enjoys an uninterrupted and seamless experience on SleekFlow, which offers a solution powered by an official partner of WhatsApp. What is better is that they can connect both their existing WhatsApp account and the newly set up WhatsApp Official Business Account to SleekFlow, managing all the conversations in just one place. Owing to its stability, they save considerable time on solving technical issues, reducing response time by 60%.
I think the best feature of SleekFlow is the automated assignment of conversation and automatic replies. We tried other platforms but there were too many restrictions. With SleekFlow, we can configure the settings on our own such as whom to assign the conversation and when to send out the out-of-office message.
Alvin Lee
General Manager
Read how alfred24 creates a stable and effective communication channel with SleekFlow.
If you want to use WhatsApp to generate leads, give customer care, or boost user interaction using a combination of live agents and chatbots, a WhatsApp integration API is the way to go. Contact us to learn more about WhatsApp Business API.
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Book your personalised demo with SleekFlow today and unlock the potential of seamless communication
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