Customer Support via WhatsApp

In today's digital age, customers expect to be able to communicate with businesses anytime, anywhere, through the channels they are most familiar with and convenient. WhatsApp, one of the most popular messaging apps in the world, provides a powerful platform for businesses to enhance their customer support experience. This article details how to build an efficient customer support system with YCloud and WhatsApp Business API (WABA) to help enterprises achieve superior customer support through WhatsApp, improve customer experience and business efficiency.

Here's how to get started with customer support through WhatsApp

Pre-preparation

Before you can perform customer support services via WhatsApp, you need to complete the following steps:

Step 1: Create a YCloud account

Click to register your YCloud account.

Step 2: Create a WABA account

Documents to be prepared:

• A Facebook account

• Phone number.

The phone number must be able to receive voice calls or text messages.This number has no previous WhatsApp App or business account.

Click to view Create a WhatsApp Business API Account

Customer support via WhatsApp

Step 1: Invite the customer service team

Invitation procedure:

• Account in the lower left corner> Settings > Users and teams > Invite user.

Select the role as Service

Click to view Invite users and teams

Step 2: Set the customer assignment rule

Configure the customer service invited in Step 1 into the WhatsApp business number assignment rules to ensure that they receive timely inquiries from prospective customers.

Click to view Conversation Assignment Rules

Step 3: Configure automated messages

It can automatically reply unassigned conversations, conversations in the queue and timeout replies, etc., improve customer service communication efficiency and optimize customer experience.

Procedure: WhatsApp accounts > Number Settings > Automation

Click to view Automatio

Step 4: Configure Chatbot to automatically respond to customer inquiries

Chatbot is an automated process bot developed by YCloud based on WhatsApp. By identifying the content of the customer's message, you can have an automatic dialogue, or mark the customer, unsubscribe and other operations. There are many different types of Chatbots that can be created to help businesses respond efficiently and reduce costs.

1. YCloud Background > Chatbot > Create Chatbot ,then set the basic configuration of the Chatbot

Click to view Create a Chatbot

1. Create a Chatbot Flow

• Set the Flaw trigger

• Activate Flow

Click to view Create a Flow

1. Associate the number with the Chatbot

Each number can be configured with a robot that automatically receives customers during the configured working hours.

Procedure: WhatsApp accounts > Number Settings > Chatbot

Add the Chatbot to be configured

Set the reception time of the Chatbot

Click to view Bot Reception Settings

Step 5: Train customer service online reception

Inbox is an important feature of YCloud, providing service teams with an efficient customer communication and management platform. It is crucial to train the customer service team to use Inbox, because it can help them master the various functions of the platform, such as shared inbox, agent allocation, customer data management, analysis reports, etc., so as to improve work efficiency, quickly respond to customer needs, and improve customer satisfaction and loyalty.

Detailed operational reference: How Service Teams Use Inbox

Step 6: Monitoring and performance analysis

• Data Analysis

It is very important to know how to understand the team performance through Inbox statistical report, because it can help managers make scientific decisions based on data, optimize resource allocation, improve team efficiency and performance, discover and solve problems in time, and thus promote the development of the team and the enterprise.

Click to view Inbox Data Analysis

• Conversation logs

Session logs come in handy when the team manager needs to perform regular inspection or spot inspection on team members' sessions. Session logs are used to manage session records. All sessions that occur are recorded in the logs. In addition, the session log also provides a convenient retrieval function, so that managers can quickly locate specific conversations and view specific details of the session through the session details page.

Click to view Conversation Logs

Best practice

Design chat access points

WhatsApp Chat access points are designed to enhance the customer experience, make it easier for users to communicate with businesses, reduce waiting and action steps, and improve customer satisfaction. At the same time, this helps to increase conversion rates, as easy communication channels increase user interaction and purchase intentions. In addition, multi-channel access points enhance brand exposure, attract more potential customers, and optimize customer service so that customer service staff can fully understand the customer's background and provide personalized service. Together, these designs allow businesses to take full advantage of WhatsApp's instant messaging benefits to improve customer experience and business efficiency.

Why design a WhatsApp chat access Point

• Improve customer experience: By providing multiple access points, users can more easily communicate with businesses, reduce wait times and steps, and improve customer satisfaction.

• Increase conversion rate: Convenient communication channels can increase user interaction with the enterprise, increase user purchase intention and conversion rate.

• Enhanced brand exposure: Providing WhatsApp access points across multiple channels can increase your brand's exposure and attract more potential customers.

• Optimize customer service: By integrating customer communication records from multiple channels, customer service staff can gain a more comprehensive understanding of customer backgrounds and provide more personalized service.

Through these designs, businesses can better leverage WhatsApp's messaging capabilities to improve customer experience and business efficiency.

Common channels for chat access points:

In order to meet the needs of customers seeking help in different scenarios, we can configure WhatsApp customer chat access points in the corresponding locations to guide customers to consult through WhatsApp.

1. APP-link

By embedding WhatsApp links in the app, users can open WhatsApp to communicate with businesses with one click. For example, the "Click to contact customer service" button can be added to the product details page of the e-commerce app, and the user will directly jump to the WhatsApp chat interface after clicking.

1. Store Decca

Decca with WhatsApp QR code or link is placed in a prominent position in physical stores, and customers can scan the QR code or click the link to communicate with customer service in real time, which is convenient for customers to consult product information or after-sales service.

1. Widgets on the website

Adding a WhatsApp chat widget to a business website makes it easy for users to initiate conversations while browsing the site. This can be done by adding WhatsApp buttons in the sidebar, at the bottom, or on specific pages of a website. For example, when viewing product details, users can tap the WhatsApp button to communicate directly with customer service staff to get more product information or resolve questions.

1. Social media platforms

Adding a WhatsApp chat button or link to a company's social media account (such as Facebook, Instagram, etc.) makes it easy for users to interact with the company while browsing social media content, boosting user engagement and customer experience.

1. Business tool integration

Integrate WhatsApp into your business tools, such as CRM systems, help desk platforms, etc. In this way, customer service teams can manage WhatsApp chats in familiar tools, improving productivity and customer service quality.These channels can help companies communicate more effectively with customers, improving customer experience and business efficiency. Click to view Generate shareable links, QR codes, or web chat widgets for numbers.

In this article, you've learned how to do customer support through the YCloud platform and WhatsApp. From account creation to configuring automated messages to training customer service teams and monitoring performance, every step is designed to improve customer experience and business efficiency. Designing chat access points is key to achieving this goal, not only making it easy for customers to communicate with businesses, but also enhancing brand exposure and customer conversion. Hopefully, this article will help your business make better use of WhatsApp as a powerful tool to improve customer support, enhance market competitiveness, and win customer trust and loyalty. If you have any questions or need further assistance, please feel free to contact the YCloud team and we look forward to working with you for a better future.