With the growing use of WhatsApp as the primary communication channel between businesses and customers, it is essential to understand the tools that optimize messaging management and customer service.
WhatsApp Multi-User is a solution that allows multiple people to access the same account simultaneously, facilitating the work of sales, support, and marketing teams.
In this article, we will explore the advantages of this feature, how to set it up, real-life examples of companies that have adopted the solution, and how Nexloo can assist in this process.
Advantages of WhatsApp Multi-User for Businesses
Agility in Customer Service
Companies using WhatsApp Multi-User can significantly reduce response times. With an entire team connected to a single account, it is possible to serve multiple customers simultaneously without the need to internally forward messages. This improves the customer experience and prevents delays in problem resolution.
Real example: Loja Integrada, an e-commerce platform, uses WhatsApp Business API to manage communication with store owners. The multi-user solution allowed its support team to reduce average response time by 30%, improving customer satisfaction.
Centralization and Control of Messages
With WhatsApp Multi-User, all messages are centralized in a single account. This facilitates interaction monitoring and ensures that no messages are overlooked. Moreover, managers can track team performance and implement service improvements.
Real example: Zenvia, a communication solutions company, helped Decathlon integrate WhatsApp with its CRM system. This enabled the company to monitor all messages in a single dashboard, ensuring greater control over communication flow.
Integration with Other Tools
WhatsApp Multi-User, especially through the Business API, can be integrated with management systems such as CRMs, ERPs, and marketing automation platforms. This improves organization and allows important information to be shared between departments.
Real example: The fintech Nubank integrates WhatsApp with internal tools to enhance the customer experience. As a result, its team can access account data in real-time, speeding up solutions for financial issues.
Scalability in Service
Growing companies face the challenge of handling an increasing volume of messages. WhatsApp Multi-User offers the flexibility needed to scale customer service without compromising quality, allowing more agents to be added as demand increases.
Real example: Drogaria Araujo, with the help of Take Blip tools, scaled its WhatsApp service during the pandemic. This enabled support for the growing demand for medications and health guidance.
How to Set Up WhatsApp Multi-User
Choose the Right Solution There are different ways to implement WhatsApp Multi-User:
- WhatsApp Web: A simple but limited solution, ideal for small teams.
- WhatsApp Business API: The most robust option, allowing integrations and support for large teams.
For larger companies, the API is the best choice, offering advanced features such as message automation and detailed reporting.
Hire an Official Provider
To use WhatsApp Business API, it is necessary to hire an official provider, such as Nexloo, Zenvia, or Take Blip. These providers help configure the account and offer technical support.
Set Up the Platform
Once you have hired the provider, it’s time to configure the platform:
- Create a WhatsApp Business API account.
- Define the numbers and agents who will access the account.
- Integrate the solution with your CRM or management system if necessary.
Train Your Team
Ensure that all team members are familiar with the platform’s features. Training ensures consistent and efficient service.
Real Cases of Companies Using WhatsApp Multi-User
Case 1: Magazine Luiza Magazine Luiza uses WhatsApp Multi-User to manage customer service and promote sales. With the help of the Business API, the company automated part of the process, such as sending transactional messages and personalized promotional campaigns. This resulted in a 15% increase in conversions.
Case 2: Rappi Rappi implemented WhatsApp Multi-User to manage support for its delivery personnel and customers. The solution helped the company maintain service quality even during high-demand periods, such as the 2020 lockdown.
Nexloo: The Best Solution for WhatsApp Multi-User
Nexloo specializes in WhatsApp Business API solutions, offering full support from setup to integration with management systems. Among Nexloo’s key differentiators are:
- Customization: Solutions tailored to each client’s specific needs.
- Technical Support: A specialized team available to assist at every step.
- Proven Results: A track record of success in various market segments.
Conclusion
WhatsApp Multi-User is an essential tool for businesses looking to improve customer service, centralize communications, and scale operations.
With real success stories and solutions like those offered by Nexloo, it is possible to transform WhatsApp into a true competitive advantage.
Don’t fall behind: invest in this technology and take your business to a new level of service excellence.
