WhatsApp Digital The importance of a tool like this nowadays is undeniable, especially in a scenario where digital communication has become the main form of interaction between companies and customers.
After all, according to Sebrae, 70% of customers give up when there is a delay in service and 61% of the buying public prefers to do this process online rather than in person.
And even if your company has online and physical customer service, it is super important to have an automated customer service tool that integrates these channels for a satisfactory purchase.
Let’s take a look at the benefits of having a digital customer service platform on WhatsApp and other channels?
1. Improved customer experience
Digital service platforms centralize specific database by industry communication channels, providing a more fluid and integrated experience for the customer.
They can choose their preferred channel (WhatsApp, social media, chat) and be sure that they will be served quickly and efficiently.
2. Agility and efficiency in service
Automating tasks, such as answering frequently asked questions and providing basic information, through chatbots allows human agents what is an omnichannel service platform? to focus on more complex cases, optimizing response time and team productivity.
3. Scalability of service
As demand grows, the platform allows be numbers the company to flexibly scale its service team without compromising service quality.
Integration with the WhatsApp Business API , for example, enables the management of multiple agents and the personalization of messages, with data security and protection against bans.
4. Unified customer view
The platform stores the customer’s interaction history across all channels, providing a complete view of their profile and needs.
This allows for more personalized and proactive service, as well as providing valuable insights for the company.
5. Cost reduction
Automating tasks and optimizing teamwork can lead to reduced operating costs, such as telephone and personnel expenses.
Furthermore, the platform can contribute to increased sales through more efficient and personalized service.
6. Data analysis and continuous improvement
Digital service platforms offer performance reports and metrics that allow companies to identify bottlenecks, assess customer satisfaction, and implement continuous improvements in service.
Therefore, investing in a digital service platform is essential for companies that want to stand out in the market, offering excellent, agile, efficient and personalized service.
This tool is essential for building a lasting relationship with the customer and ensuring their loyalty.
How to define a digital service platform?
A digital service platform is a software solution that allows companies to centralize and manage interactions with their customers through various digital channels, such as WhatsApp, social networks, online chat, email, among others.
It offers tools to organize and optimize service, such as waiting lines, priority labels, chatbots , conversation history and performance reports.
Does it have integration with WhatsApp and other social networks?
Yes, digital service platforms usually offer integration with WhatsApp and other social networks, such as Facebook Messenger and Instagram Direct.
This integration allows companies to respond to and manage their customers’ messages directly through the platform, without having to access each social network individually.
