It is not today that the WhatsApp part of everyday life for people worldwide. And he is also present in the lives of Brazilians, constantly, since his arrival in 2009, until the present day.
With the growth of appa WhatsApp Inc. also created products so that companies could serve their customers via WhatsApp in a more professional way through versions such as WhatsApp Business and WhatsApp Api.
A little of history
Jan Koum e Brian Acton founded WhatsApp in the United States. At first, the app was just a direct competitor to SMS. Very different from current functions, at the time it was not possible to send and receive photos, audios, files, let alone make audio or video calls.
A curiosity is that, in the US, sending SMS was already free, so WhatsApp faced the challenge of getting people to download the app. On the other hand, precisely because of this, in countries like Brazil, where SMS was charged, there was good adherence to the app.
The purchase of the app by Facebook took place in 2014. Since 2012, Facebook has been trying to negotiate, but in 2014 alone, Mark Zuckerberg’s company paid US$ 16 billion to acquire the messaging app.
WhatsApp Business
Faced with the reality of using the app, which was growing more and more around the world, businesses began to take advantage of the platform to interact with their customers. One of the reasons for the worldwide launch of a new feature in 2018: the WhatsApp Business.
To complement the experience, the WhatsApp Business API was also launched, a service that consists of a technology made available by WhatsApp to integrate the platform with other functions. One of the great examples of application is the integration with other systems, such as management software, chatbots, logistics control systems, etc., which implies an improvement in the quality of communication with customers.
WhatsApp for service
With the creation of WhatsApp for business, the application came to be seen by small and large companies not only as a messaging app, but as a strategy for both sales and service.
It is not new that there is a growing adoption of digital channels of relationship and interaction with customers. This increase was still very significant after the pandemic.
One of the reasons for this platform grip is convenience. There are more than 150 million active users in Brazil. In other words, since a huge portion of the population is there, the search for service through the app has also become a matter of convenience. The platform is simple, democratic and inclusive.
according to Abri, which catalogs the telephones of the companies, WhatsApp has become a kind of “new 0800”. Searches for the term “WhatsApp + company name” have increased significantly, as most consumers have opted for service via messages. The reflection of this was also felt in the Listing, site that also catalogs SACs of companies that operate nationally.
Celso TonetClaro’s customer service director, commented in a Modern Consumer Webinar in September 2021.
“In mid-2019, we started a more effective work of planting a service platform on WhatsApp. I remember the numbers well, around November of this year we had around 350 thousand customers who accessed Claro throughout the month. This number grew until, with the arrival of the pandemic, in April 2020 we reached no less than 6 million customers browsing our platform, a jump of 10 times in two months”. He adds: “We have already recorded more than 90 million messages exchanged on WhatsApp every month, with an effectiveness rate of around 70%. These are very significant numbers, if we compare it to a call center, it is 30% or 40% higher, with a much better customer experience. Nobody wants to be in a queue anymore to try to explain a problem, this is one of the big differences we have on WhatsApp: it already starts from the premise of saying what the customer wants with very fast service. With all the artificial intelligence interfaces behind the platform, we were able to respond much more effectively.”
In summary, most companies have come to understand that the population is increasingly connected, and therefore, it was necessary to rely on media that are also within this confluence. WhatsApp presents itself as an excellent tool to be used in this process. By making use of this tool, a direct channel is created with the public, which can be used to answer questions, solve problems or even publicize it.
The post How WhatsApp Transforms Customer Service appeared first on DNEWS.
