It was always in the cards, and now it is official! We are thrilled to announce that Zoho Voice has become better with its new launch of Instant Messaging (IM): WhatsApp and Telegram. Instant messaging, the latest necessity for customer-facing organizations, is now available and accessible to all Zoho Voice users.
In today's hyper-connected world, user engagement is paramount for business success. Even industry titans, long-established in their domains, recognize the importance of staying connected with their audience. Traditional messaging platforms, while once effective, are now hindered by limitations such as restricted media sharing, security vulnerabilities, and global reach constraints.
A business that wants to thrive on keeping its customer-facing team's morale high should opt for a messaging platform with a feature-rich user interface that facilitates customer interactions and helps agents address user inquiries easily.
Sign up Zoho Voice to access IM now!
Instant messaging for the long haul
The hybrid workforce has brought a lot of things outside businesses' comfort zones. Customer-facing departments, specifically, have started to outgrow their traditional methods. Multigenerational audiences are reaching out to sales and support teams through different means to meet their requirements. To keep up with these diverse communication needs, businesses have started to embrace multichannel communication. This has created a growing need for instant messaging. Businesses are aiming not just to survive but to grow and function as a unit.
Need for multichannel messaging
Visualize a messaging platform that can connect with customers on a personal level and help build trust with the services the organization has to offer. Now, imagine multiple platforms to ease communication so you can switch to different channels for ticket history and reference documents or follow up with users and prospects.
This real-time communication facilitates addressing user inquiries at a faster rate, improving customer retention, and giving you the edge over competitors.
Zoho Voice Instant Messaging
Zoho Voice has joined with unified messaging platforms to enhance customer-centric communication. WhatsApp and Telegram are popular messaging tools that are free to use. Their integration with Zoho Voice can assist you in achieving a consistent customer experience.
About the WhatsApp in Zoho Voice
Often, WhatsApp, in a business context, is perceived to be just another messaging service for inquiry resolution instead of having to wait for hours expecting a response with traditional communication.
By integrating WhatsApp into your customer support strategy, you can:
Reach a wider audience and connect with customers on a platform they already use.
Provide personalized support by offering tailored assistance based on individual customer needs.
Increase engagement to build stronger relationships through interactive conversations.
To get started with the WhatsApp integration, follow these steps:
Test WhatsApp before the configuration
Access the sandbox environment to experiment with WhatsApp Business messaging without live accounts.
Add a maximum of three numbers to the sandbox for testing purposes.
Create a WhatsApp configuration
Add a WhatsApp Business number when creating a channel. A number purchased via Zoho Voice can be assigned to the WhatsApp Business Account (WABA), or an existing WABA number can be added here.
Link your WhatsApp Business Account to your Facebook Business account (you must have a Facebook Business account for this integration).
Connect your Zoho Voice account to the same Facebook Business account.
Communicate via WhatsApp
Create channels to manage incoming WhatsApp messages.
Note: A single WhatsApp channel is provided per user/license.Assign agents to handle customer inquiries efficiently.
Leverage template messages, canned responses, and auto-responses to streamline interactions.
Telegram in Zoho Voice: Secure and efficient communication
Telegram offers a secure and feature-rich platform for communication. By configuring Telegram, you can:
Protect sensitive information, benefiting from end-to-end encryption for enhanced security.
Offer a fast and reliable communication channel to provide quick responses to customer inquiries.
Enhance collaboration and work seamlessly with your team to resolve customer issues.
To set up the Telegram integration:
Create a Telegram bot using @BotFather.
Configure the bot in your Zoho Voice account.
Create channels and assign agents to manage incoming Telegram messages.
Leverage the canned responses and auto-response features to streamline interactions.
Experience IM in Zoho Voice today!
The Zoho Voice IM platform is a step toward optimizing user engagement. Live chat resolution in multichannel communication media is the way to fast-track a prospect to a purchase and a one-time user to a long-term renewal.
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