It’s no surprise to anyone the potential of omnichannel, especially when it comes to using WhatsApp as a sales and customer loyalty ally.
In Brazil, WhatsApp is used by over 170 million people for various purposes, including shopping, scheduling medical appointments, ordering food, inquiring about products, and many other situations.
Can you see the potential of this tool for your business?
But they don’t just contact companies through WhatsApp. They use various other channels like Facebook Messenger, Instagram Direct, phone, Telegram, online chat, email, and many others.
Now, imagine integrating all these channels into one place and making your customer’s communication smooth and dynamic throughout all interactions with your company. That’s Omnichannel WhatsApp!
If you want to dive deeper into this topic and learn how to apply it to your company, keep reading to discover more details about the role of WhatsApp in an omnichannel strategy.
What is an Omnichannel Communication Strategy?
Omnichannel is a strategy of using multiple communication channels in a combined and integrated way, aiming to improve the relationship between the customer and the company, resulting in greater satisfaction, loyalty, and sales.
Imagine the following situation: A customer contacts your company through Instagram, then switches to WhatsApp, and later makes a phone call. This is a very common communication flow, and the more channels involved, the more complex it becomes to provide good service.
By using an Omnichannel WhatsApp platform, integrated with all your channels, you can have information from all interactions with that customer in one dashboard, continuing the conversation exactly from where it left off previously. Can you see the power of this?
To make this strategy even more complete, you can integrate other systems, such as CRM (Customer Relationship Management) and marketing automation platforms, allowing for even more personalized customer service and support.
In general, an integrated omnichannel WhatsApp strategy with other channels aims to increase customer engagement, improve satisfaction, and boost your company’s commercial results.
Why Use WhatsApp in Omnichannel Customer Service?
Omnichannel communication involves unifying all your company’s communication channels with the customer, and WhatsApp couldn’t be left out of this strategy.
Currently, the application has more than 2 billion users worldwide, and more than 170 million Brazilians, proving that it should not be left out of your omnichannel planning.
Just these numbers would be enough to convince you of the importance of Omnichannel WhatsApp in your strategy, but we have more data to help you make a decision:
81% of users say they use WhatsApp to communicate with companies.
78% of people consider answering questions one of the appropriate purposes for communicating with companies through WhatsApp.
54% of people have hired a service via WhatsApp, followed by 51% who have purchased a product through the app.
79% of users have received some kind of commercial offer from companies they had never spoken to through this channel.
Want more? So let’s move on to more points that guarantee WhatsApp a VIP presence in your omnichannel strategy:
Accessibility: Since WhatsApp is a mobile application, customers can easily access it anytime and anywhere, meaning they can contact the company quickly and conveniently, without time or location restrictions.
Instant Communication: WhatsApp allows real-time communication, which is essential for providing agile and efficient service. Customers can receive immediate responses to their questions and resolve issues quickly, resulting in a high-quality experience.
Multifunctionality: In addition to text messages, WhatsApp supports various communication formats, such as audio, images, videos, and documents. This allows for richer and more engaging interactions between the company and the customer, facilitating the sharing of relevant information.
Did you realize the importance of Omnichannel WhatsApp in your strategy? Ignoring the potential of this app means leaving a lot of money on the table, besides the possibility of losing customers to competitors who already use it.
Which Channels Should I Use in My Omnichannel Strategy?
The choice of channels to be used in your omnichannel strategy may vary according to your company’s needs and, especially, concerning your target audience. To help you, we have separated some of the dozens of platforms you can integrate using Nexloo:
Website Chat: The website chat helps with customer service and support directly on your site. According to studies, about 79% of consumers prefer live chat for immediate responses rather than filling out a form or sending an email. This functionality allows personalized and instant interactions, helping to increase conversion rates and customer satisfaction, besides automating conversations using artificial intelligence.
Facebook Messenger: With over 1.3 billion monthly active users, Facebook Messenger is one of the world’s most popular messaging platforms. Integrating it into your communication strategy helps you reach a wide audience and offer quick and assertive customer support. Studies show that 64% of consumers believe companies should use Messenger to interact with them.
Instagram Direct: Instagram is one of the world’s most popular social networks, with over 1 billion monthly active users. The tool allows brands to communicate directly with their followers or customers privately and in real time. With a higher engagement rate than other social media platforms, Instagram Direct offers a unique opportunity to build deeper relationships with customers.
Telegram: Telegram is a secure and rapidly expanding instant messaging platform with over 500 million monthly active users. Its open and flexible API makes it a popular choice for custom integrations and customer service bots. Telegram offers end-to-end encryption and advanced privacy features, ensuring secure and reliable communication.
Emails: Email remains one of the most effective forms of direct communication with customers. Studies show that email has an average return on investment of $42 for every $1 spent. With well-planned and segmented email campaigns, companies can nurture customer relationships, promote products, and offer personalized support effectively.
API Webhook: Webhook APIs play a fundamental role in system integration, social networks, and process automation. They allow different platforms and applications to communicate efficiently, facilitating real-time data transfer. By integrating Webhook API into your omnichannel WhatsApp, you can centralize and synchronize your communications, providing a cohesive and consistent experience for customers.
When choosing the appropriate platforms for your omnichannel WhatsApp strategy, it is important to consider your target audience’s preferences and behaviors, as well as the company’s ability to effectively manage and integrate these channels to provide a cohesive customer experience.
How to Implement Omnichannel WhatsApp in Your Customer Service?
Implementing omnichannel WhatsApp in customer service requires careful planning to avoid issues and strong team training. Here are some important steps for you to do this successfully:
Understand Your Target Audience: First of all, it is essential to understand your target audience’s preferences and behaviors. Know which communication channels they prefer and at what points in the customer journey they are most likely to interact with your company.
Adopt an Omnichannel Management Platform: Use an omnichannel management platform that allows you to monitor and respond to customer interactions across all communication channels in real-time. This will help provide more efficient and personalized support.
Integrate Your Communication Channels: Identify all the communication channels your company uses, such as websites, social media, email, live chat, phone, and others. Then, integrate these channels to ensure a unified and consistent service experience across all touchpoints.
Train Your Team: Train your team to provide high-quality service across all communication channels. They should be familiar with the different platforms and be able to provide consistent and accurate answers, regardless of the channel used by the customer.
Personalize Interactions: Use customer data to personalize interactions in each communication channel. This includes purchase history, communication preferences, and other relevant information that can help offer a more relevant and personalized experience.
Automate When Possible: Implement automations to streamline customer service, such as automatic responses to frequently asked questions, intelligent call routing, and chatbots to provide basic support.
Measure and Optimize Performance: Monitor customer service metrics across all communication channels to understand performance and identify areas for improvement. Use these insights to continuously optimize your omnichannel strategy and ensure an exceptional experience for customers.
By following these steps and dedicating efforts to integrating and optimizing your communication channels, your company will be well-positioned to offer effective and cohesive customer service across all touchpoints.
Why Use Nexloo in Your Omnichannel Strategy
Nexloo is the best omnichannel WhatsApp platform option to integrate all your company’s communication channels. Here are some advantages to start your free 7-day trial today:
Total Integration: Nexloo offers an integrated platform that allows you to manage and coordinate all customer interactions across multiple communication channels, such as live chat, email, social media, WhatsApp, and more. This simplifies communication management and ensures a consistent experience for customers at all touchpoints.
Intelligent Automation: Nexloo offers advanced automation features, such as AI-powered chatbots and automatic responses, that help streamline customer service and provide 24/7 support. This intelligent automation can handle simple inquiries, forward complex issues to human agents, and personalize interactions based on the customer’s specific needs.
Data Analysis: Nexloo provides detailed analytics and actionable insights on customer service performance across all communication channels. This allows you to identify trends, understand customer behavior, and make informed decisions to optimize your omnichannel strategy and improve customer satisfaction.
Flexibility and Scalability: Nexloo is highly flexible and scalable, meaning it can adapt to your business’s specific needs and grow with it. Whether you are a small business starting to implement omnichannel or a large corporation with a global presence, Nexloo can offer customized solutions to meet your demands.
Technical Support and Customer Service: Nexloo offers exceptional technical support and customer service, ensuring you have assistance whenever you need it. Their dedicated team is available to help with setup, integration, and resolving any issues that may arise, ensuring a smooth and hassle-free experience.
In summary, using Nexloo in your omnichannel strategy offers a comprehensive and effective solution for managing all customer interactions, providing a superior experience, and driving your business results.
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