As the most widely used instant messaging (IM) app—with more than 2.7 billion active users worldwide—it's no surprise that WhatsApp has revolutionized how businesses communicate with their customers. In fact, WhatsApp live chat is quickly becoming a key tool in the customer communication toolbox.
Using WhatsApp for customer support makes your business more approachable because it's a platform your prospects and customers already use. Still, Whatsapp for customer service also comes with hassles such as a huge influx of WhatsApp live chats, the possibility of missing chats, the difficulty of sharing a single WhatsApp Business account with your team, and the inability to record lead details. However, WhatsApp integration with website live chat software, like Zoho SalesIQ, helps you assist your prospects and customers on WhatsApp without any of these problems cropping up.
Benefits of integrating WhatsApp Business with live chat software
Assist customers on their favorite instant messaging app
Gone are the days when customers reached out for support for every issue via email. Email is now mostly reserved for problems the support team needs time to debug. At the same time, website live chat requires that the customer revisit the website and check for responses from customer support.
But that's not a problem with WhatsApp, the primary instant messaging app everyone uses for communication these days. Your customers likely open WhatsApp multiple times a day. So using WhatsApp for customer service is like being on your customers' contact list.
Never miss a WhatsApp live chat
When you use WhatsApp for customer service, the hassles of sharing the account within your support team and the possibility of missing out on messages are real concerns. We've solved this with SalesIQ's WhatsApp chat integration. When you connect your WhatsApp Business account with SalesIQ, your team will be notified every time someone messages your business on WhatsApp. All your incoming WhatsApp live chat requests fall right into your SalesIQ inbox, where all your live chat agents can easily track them and respond.
Automate customer support with chatbots for WhatsApp
When you start using WhatsApp for customer service, there's an immediate rush of prospect and customer inquiries. Scaling your customer support team to accommodate this sudden influx wouldn't be practical or financially feasible. With SalesIQ's WhatsApp chat integration, you can deploy a custom chatbot for WhatsApp to handle first-level chats while you focus on more complex inquiries. Building a chatbot for WhatsApp is easier than ever with SalesIQ's codeless chatbot builder and ready-to-use AI-driven knowledge base chatbot, which understands common customer queries and answers them using resources from your knowledge base. You can even take it up a notch by plugging the two together to build a hybrid bot for WhatsApp customer support.
Direct WhatsApp live chat messages to the right agents
Ensure that your customers are connected to the agent best suited to assist them each time they contact you on WhatsApp for customer support. Set up smart chat routing rules to assign WhatsApp live chat messages to the right agent automatically, such as the last agent who assisted the customer or the contact owner in CRM, if available.
Reduce your WhatsApp live chat response time
Live chat agents are always have a busy workday, and we've done our bit to help them through it. Our WhatsApp integration with website live chat software helps you save responses to common queries and use them again during WhatsApp live chat conversations in just a click. SalesIQ also automatically suggests intelligent answers to customer queries from your internal knowledge base.
Offload some of your tasks to our OpenAI-powered features
What if we told you that you no longer need to spend precious time proofreading your messages or drafting the right response? It’s true—SalesIQ's writing assistant, powered by OpenAI, can revise your messages, fixing any typos or mistakes; rephrase text; expand messages; or shorten them into crisp and concise sentences. With the OpenAI integration, SalesIQ also provides a conversation summary on demand once a chat ends.
Organize WhatsApp live chat conversations with relevant tags
Finding important conversations in a flood of messages is nearly impossible on a platform like WhatsApp with no features to help organize them. SalesIQ lets you add tags to your WhatsApp live chat conversations and easily find them at a later point. With the OpenAI integration, tags can also be generated automatically once a chat is closed.
A sneak peek into what's cooking
Improving customer communication and engagement has been our objective at SalesIQ from inception, so we haven't stopped with the capabilities we’ve talked about above. Here's a snapshot of what we're working on now.
Easy approachability is just one of the many benefits customers expect when you use WhatsApp for customer support. In the near future, SalesIQ will be able to help you create a product catalog, or even link your existing product/service catalog on WhatsApp, so that your customers can reach out to you regarding products or services they need help with, and your team will have the necessary context. You can also route incoming WhatsApp live chat messages to the relevant department so any agent from that department can take them up. We're also working on supporting multiple WhatsApp business accounts in a single SalesIQ portal.
How do you connect WhatsApp with your live chat software?
Ready to optimize your use of WhatsApp for customer support? Check out our user guide to learn all you need to know about the WhatsApp integration with SalesIQ's website live chat software.
Looking to provide support on other instant messaging channels like Facebook, Instagram, Telegram, or LINE? We support these as well!
Related resource:
What is omnichannel customer service?
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