WhatsApp & Customer Service: What has widely been surmised has now been finally confirmed. The results of a survey conducted by BT and Cisco involving 5000 participants from over 10 countries (The USA, Belgium, China, India, The Netherlands, Singapore, South Africa, Great Britain, Spain and Germany) have shown that when people need to reach out to companies, they want to find the easiest and most uncomplicated way to do so.
When people want customer service support, they prefer to do so using their everyday communication methods. You could label today’s customer service as “customer experience” instead.
Why? Because when people connect to the internet, they spend more time on messaging apps like WhatsApp, Facebook Messenger and Co. than on any other apps, making messaging apps a necessary part of their daily life experience. So, the question now is: Why are companies not doing more to offer their customers something that fits their daily needs and routines?White Paper: Customer Relationships in the Era of Messenger
Customer Service: The Momentum of Messenger
Nowadays, when customers need to contact companies, they want to be able to do so quickly and easily. As a result, the focus is increasingly on messaging as a means to facilitate this contact.
Survey on digital transformation: 65% of today’s customers wish to contact companies via chat – in comparison only 29% are interested in getting in contact via Social Media
One reason for this is the growing global popularity and usage of WhatsApp. In light of the popularity of webchats, we should highlight how Messenger, much like Facebook Messenger, has entered the running for offering the best customer experience available to fit today’s world.
Since the end of 2017, the Messenger service has featured a customer chat plug-in that can be installed on different websites with just a few clicks. Thus, customers can seamlessly switch to using Messenger as a solution to their needs.
Tip: The presentation by Matthias Mehner from the “Connecting Customers Conference 2017.”
Effective Marketing / WhatsApp and Facebook Messenger as Touchpoints for the Future (Video 23 Minutes, German)
Customer Service and Messenger: Customers want a Mix of Chatbots and Human Contact
When it comes to customer service, customers prefer using chatbots. To maximize their effectiveness, chatbots should be supervised by human employees who personally handle the most difficult inquiries.
Survey respondents also note that an important advantage worth considering is the chatbots´ ability to significantly reduce response times. This is important to note because today’s customers and users look for and expect quick responses that fit within their tight timeframes.
Combining promptness and effectiveness is the key to satisfiying today’s customer service demands.
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Image: Alina Grubnyak via Unsplash