The use of WhatsApp Business API human chat for handling customer complaints and resolving issues

WhatsApp Business API human chat is an excellent tool for businesses to handle customer complaints and resolve issues. In today’s digital world, businesses need to be available to their customers through different platforms, and WhatsApp is one of the most popular communication channels used by people worldwide.

The WhatsApp Business API human chat allows businesses to have one-to-one conversations with their customers, where they can answer queries, provide support, and resolve any issues. The API enables businesses to integrate their customer support team’s WhatsApp account with their existing customer relationship management (CRM) system to ensure a seamless and efficient customer experience.

In this blog post, we will discuss how businesses can use WhatsApp Business API human chat for handling customer complaints and resolving issues.

Quick Response Time

One of the primary benefits of using WhatsApp Business API human chat for handling customer complaints is its quick response time. WhatsApp is an instant messaging platform, and customers expect an immediate response to their queries. By using the WhatsApp Business API, businesses can provide a prompt response to their customers, which can significantly impact their customer satisfaction levels.

The API enables businesses to set up automated responses to frequently asked questions, such as shipping times or return policies. This can help customers get a quick answer to their queries, even if the customer support team is not available.

Personalized Communication

Another benefit of using WhatsApp Business API human chat is its ability to provide personalized communication. Unlike email or social media, WhatsApp is a more personal communication channel where customers feel comfortable expressing their concerns and frustrations.

The WhatsApp Business API enables businesses to have one-to-one conversations with their customers, which can help build a strong relationship between the two parties. By using personalized communication, businesses can address customers by their names and make them feel valued and heard.

24/7 Availability

WhatsApp Business API human chat is available 24/7, which means businesses can provide customer support even outside of regular business hours. This can significantly impact customer satisfaction levels as customers expect businesses to be available whenever they need them.

By using WhatsApp Business API human chat, businesses can provide round-the-clock support to their customers. This can help build a loyal customer base, as customers are more likely to stick with businesses that provide reliable support.

Efficient Customer Support

The WhatsApp Business API can help businesses provide efficient customer support. The API enables businesses to integrate their customer support team’s WhatsApp account with their CRM system, which can help streamline the customer support process.

By using the API, businesses can have all the customer’s details in one place, including their previous purchases, order history, and any previous interactions with customer support. This can help the customer support team provide more efficient support as they have all the necessary information at their fingertips.

Easy Escalation

In some cases, customer complaints cannot be resolved immediately, and they need to be escalated to a higher authority. The WhatsApp Business API human chat enables businesses to easily escalate complaints to a more senior member of the customer support team or another department.

By using the API, businesses can create a seamless escalation process, which can help resolve customer complaints more efficiently. This can help improve customer satisfaction levels as customers feel that their complaints are being taken seriously.

Improved Customer Satisfaction

Ultimately, using WhatsApp Business API human chat for handling customer complaints can significantly improve customer satisfaction levels. Customers expect businesses to be available through different communication channels, and WhatsApp is one of the most popular ones.

By using WhatsApp Business API human chat, businesses can provide quick, personalized, and efficient customer support, which can help build a loyal customer base. The API can help businesses resolve complaints more efficiently, which can significantly impact customer satisfaction levels.

Why Human chat is preferred by customers for superior customer experience?

While chatbots can provide quick and efficient responses to common customer inquiries, human chat is often preferred for delivering a superior customer experience. Here are a few reasons why:

1. Personalization: Human chat allows for a more personalized experience because the customer can interact with a real person who can understand their unique needs and preferences. This can lead to more meaningful conversations and higher customer satisfaction.
2. Empathy: Humans are capable of empathy and can connect with customers on an emotional level, providing comfort and reassurance when needed. Chatbots, on the other hand, are limited in their ability to understand and respond to human emotions.
3. Complex enquiries: While chatbots are great at handling simple and straightforward enquiries, they may struggle with more complex issues. Human chat allows for more nuanced conversations, and agents can provide expert advice and guidance to help customers solve their problems.
4. Brand personality: Human chat allows businesses to showcase their brand personality and create a connection with their customers. This can help to build trust and loyalty over time.

While chatbots can be a useful tool for providing quick and efficient responses, human chat remains essential for delivering a superior customer experience. The key is to find the right balance between automation and human interaction to provide the best possible experience for your customers.

How to use WhatsApp for customer support?

Using WhatsApp API for customer support is a great way to offer personalized and efficient customer service to your clients. Here are some steps you can take to use WhatsApp API for customer support:

Sign up for WhatsApp Business API

The first step to using WhatsApp API for customer support is to sign up for WhatsApp Business API. This requires you to have a Facebook Business Manager account, a WhatsApp Business Account, and to work with an approved WhatsApp Business Solution Provider.

Integrate the API with your CRM system

To provide efficient customer support, you need to integrate the WhatsApp API with your customer relationship management (CRM) system. This allows you to have access to customer details, such as order history, previous interactions, and contact information, all in one place.

Create automated messages

To improve your response time, create automated messages for frequently asked questions, such as shipping times, return policies, and pricing. This allows customers to get quick answers to their questions, even when your support team is not available.

Assign agents to handle conversations

Assign customer support agents to handle conversations on WhatsApp. This ensures that the customer is always talking to the same agent, which creates a more personalized experience. It also allows agents to take ownership of the customer’s issue and see it through to resolution. The DashCX shared team inbox enables multiple agents to take care of conversations simultaneously, allowing multiple agents to resolve customer queries quickly.

Respond promptly to messages

WhatsApp is an instant messaging platform, so customers expect a prompt response to their messages. Make sure that your customer support team is trained to respond promptly to messages, even during non-business hours.

Use templates to respond to common enquiries

Use templates to respond to common enquiries quickly. This saves time for the customer support team and ensures that customers get a consistent response every time.

Offer personalized support

Use customer data to offer personalized support to your customers. This can include addressing the customer by their name, referencing their previous interactions with your company, and offering customized solutions to their issues.

Keep track of customer feedback

Use customer feedback to improve your customer support process. Keep track of common complaints and issues, and work to address them proactively.

Using WhatsApp API for customer support requires signing up for WhatsApp Business API, integrating the API with your CRM system, creating automated messages, assigning agents to handle conversations, responding promptly to messages, using templates to respond to common enquiries, offering personalized support, and keeping track of customer feedback. By taking these steps, you can provide efficient and personalized customer support to your clients, which can help to improve customer satisfaction and loyalty.

Examples of companies using WhatsApp for customer service

There are many companies that use WhatsApp for customer service, as it is a convenient and efficient way to provide personalized support to customers. Here are some examples of companies that are using WhatsApp for customer service:

1. Uber: Uber uses WhatsApp to provide customer service to riders and drivers. Riders can contact Uber support via WhatsApp to ask questions or report issues with their ride, while drivers can use the platform to get support for issues related to their accounts, payments, and more.
2. KLM Royal Dutch Airlines: KLM allows customers to receive flight updates, check-in notifications, and boarding passes via WhatsApp. Customers can also use the platform to ask questions or report issues related to their flight.
3. Sephora: Sephora uses WhatsApp to provide personalized beauty advice and support to customers. Customers can send photos of themselves to Sephora’s beauty advisors, who can provide product recommendations and tips based on the customer’s skin type, concerns, and preferences.
4. Zomato: Zomato uses WhatsApp to provide customer support to its users. Customers can use the platform to report issues with their orders, ask questions about restaurant options, and get help with payments and refunds.
5. HDFC Bank: HDFC Bank in India uses WhatsApp to provide customer support to its banking customers. Customers can use the platform to check their account balance, transfer funds, and get support for issues related to their accounts.
6. Etihad Airways: Etihad Airways allows customers to receive flight updates, check-in notifications, and boarding passes via WhatsApp. Customers can also use the platform to ask questions or report issues related to their flight.
7. IKEA: IKEA uses WhatsApp to provide customer support to its customers in India. Customers can use the platform to ask questions about products, get help with assembly, and track their orders.

These are just a few examples of the many companies that use WhatsApp for customer service. By using the platform to provide personalized and efficient support to customers, these companies are able to improve customer satisfaction and loyalty, which can ultimately drive business growth.

Resolve customer complaints quickly with DashCX

In conclusion, using WhatsApp Business API human chat for handling customer complaints and resolving issues is a powerful tool for businesses looking to provide personalized and efficient customer service. By leveraging the platform’s instant messaging capabilities, companies can provide real-time support to customers, improving response times and customer satisfaction.

The use of automated messages and templates can help to streamline the support process, freeing up agents to focus on more complex issues. Assigning agents to handle conversations and using customer data to offer personalized support can help to create a more personalized experience for customers, building loyalty and trust.

By tracking customer feedback, businesses can identify common issues and proactively address them, improving the overall customer experience. With more and more customers turning to message platforms like WhatsApp for customer service, businesses that invest in this channel can gain a competitive advantage and drive business growth.

Overall, WhatsApp Business API human chat is a powerful tool for businesses looking to provide efficient and personalized customer support, and companies that take advantage of this platform stand to benefit from increased customer satisfaction, loyalty, and growth. Start your Free trial with DashCX now!