![]() ![]() WhatsApp offers an app and/or API to companies looking to communicate with customers on the WhatsApp platform, both of which are often referred to as WhatsApp Business. ![]() This includes previous interactions customers had with the brand (including conversations with bots, reminders, updates, and notifications), giving agents context to personalize the experience and meaning customers don’t have to repeat themselves. It’s also possible to preserve the conversation thread for later. Unlike web-based live chat, customers have the flexibility to troubleshoot while they do other things, like tuning in to a Zoom meeting or watching The Bachelorette, and agents can help more customers at once. Like other messaging channels, WhatsApp is asynchronous-meaning customers can respond to conversations in real-time or at their own convenience. It’s especially popular among younger generations: 55 percent of the platform’s users are between 18 and 35 years old. The app works anywhere with an Internet connection-no phone network or SMS fees required. WhatsApp is not only the leading chat app for consumers, it’s also the top messaging app used by companies. Read on to learn the main differences between the three versions of WhatsApp. If WhatsApp were a video game, it would have three different levels: the consumer WhatsApp app, the WhatsApp Business app, and the WhatsApp Business API. What’s the difference between WhatsApp and WhatsApp Business? Difference between WhatsApp and WhatsApp Business.Here’s what you need to know to get started. If your business isn’t using WhatsApp, you could be missing a huge opportunity to support your customers. WhatsApp is the most popular chat app in the world, with a whopping 2.5 billion users. With support that’s fast, personal, convenient, and secure, messaging has quickly become a fan favorite for both customers and businesses. And businesses are following suit: 53 percent of companies that launched a new channel in 2020 added messaging. Customers want to interact with companies over the same channels they use with friends and family. In fact, the volume of support tickets over WhatsApp alone jumped 101 percent in 2020, according to our 2021 Customer Experience Trends Report. Messaging apps have the highest customer satisfaction rating of any support channel and their usage has skyrocketed. ![]()
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May 2023
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