Communicating with customers over their preferred channel improves satisfaction levels, and increases loyalty and returning customers.
Communications Platform as a Service: Improving Customer Care
There are multiple benefits to implementing an omnichannel customer care strategy. Understand your customer needs and personalize their journey with you ar every single customer touchpoint.
Channels for Customer Care
WhatsApp Business API
In many countries, the preferred communications channel is WhatsApp. It is quick and easy to communication whilst on the go. WhatsApp is now being adopted by enterprises so they are available where their customers are.
Due to the intuitive 'chat' application, this is an easy channel to engage with customers.
In a customer service context, super uses cases include sending documentation and images, how-to videos, starting an insurance claim, and many more.
SMS is ubiquitous as it doesn't require a data connection. SMS does not require an app to be downloaded or updated and is available globally to anyone with a mobile device.
SMS is perfect for sending customers essential information reliably and personally:
Notifications about order and delivery status and pick-up information
Account balance inquiries and booking confirmations
Appointment changes such as delays and reminders
Create high engagement and satisfaction
Messages can be both transactional or promotional – text only or include multimedia content like images, buttons, or stickers
Two-way communication and user-initiated messages for customer care and quick responses
Automate your conversations with chatbots and allow the conversation to flow 24/7
Create an engaging and branded business profile. With a power search, users can find your brand and start a direct conversations and seek the support they require
Improving customer service
Traditional customer services is time consuming and expensive. The digitalization trend has shifted customer expectations which means they expect brands to be available 24/7 with a multichannel approach. Sounds hard to implement? It doesn't need to be hard, in fact using a CPaaS provider makes it easy, one platform that will cater to a wide customer base using an omnichannel approach.
Engage with your customers on their preferred channel at the most convenient time. SMS, WhatsApp, email, chat or messaging apps are all possibilities.
Make it easy for your customers to talk to you. With an omnichannel strategy, a conversation initiated by phone can be continued on any channel of choice.
Customers don't want to wait on hold or sit in long queues for answers that could be provided quickly through the use of an intelligent chatbot or chat with agents.
Would you like more information on how our communications products can help your business, or are you interested in receiving a tailored offer? Contact us today - we look forward to hearing from you!