Customers Want Almost Immediate Responses from Businesses

We live in the age of instant gratification. Customers expect Businesses to be able to react more quickly and accurately to their needs. 50% of Customers will wait only a maximum of one week for a response; 78% will give up on a transaction and 82% will stop patronising a Business due to poor Customer service. Statistics also show that 75% of Customers want personalised experiences with Businesses by 2020, and 64% of Customers want Businesses to meet their needs in real time. This creates a pressing need for Businesses to find a way to connect with, understand and meet the Customers' needs in a convenient and fast manner.

Customers Want to Message Businesses

In this Internet connected era, Customers expect to communicate with Businesses on their preferred communication channel on their own time, rather than having to make their way down to physical stores, wait long hours in a call queue or having to send an email. The younger generation of today prefers to text, rather than call when reaching out to Customer service. Businesses are being driven to engage with their Customers through messaging, rather than through the traditional channels such as emails and phone calls.

Why Should Businesses Choose WhatsApp Business?

In the last quarter of 2018, WhatsApp introduced the WhatsApp Business API. This has created an unprecedented opportunity for Businesses. Customers are now able to directly contact those Businesses that are connected to the WhatsApp Business platform, without having to leave the confines of their preferred messaging app – WhatsApp. Customers now have a channel, the same messaging channel they are already using on a daily basis, to quickly get answers and efficiently solve any problems they have.

Through personalised individual chats over the WhatsApp, Companies such as MakeMyTrip, Uber and Wish have been able to chat with their customers, engaging and meeting their needs more easily and accurately. Wish is even able to use WhatsApp to effectively reach their Customers and engage them in the most critical stages of their purchase experience, ensuring conversion from website visitors to buyers. These Businesses have been able to increase their revenue through offering a more direct and personal Customer experience over the WhatsApp Business platform.

Companies have also been using the WhatsApp Business platform to send important updates and notifications to customers securely: booking.com is able to send booking confirmations and updates to its Customers through WhatsApp; Customers from Wish are able to check WhatsApp to keep track of their orders; Singapore Airlines is also able to send timely travel information to its Customers via WhatsApp; and WorldRemit is able to securely provide via WhatsApp, updates to its Customers on the status of their money transfers. These Businesses have been able to leverage on the WhatsApp Business platform to deliver a more intimate Customer engagement experience. The service excellence achieved through such intimate Customer engagements will serve to strengthen Customer loyalty, which can then lead to repeated purchases.

Deliver Customer Satisfaction and Loyalty

The WhatsApp Business platform allows Businesses to engage in personalised interactions with Consumers quickly and securely. If you are looking for an opportunity to engage with your Customers over a messaging channel, WhatsApp is the most viable option as it is widely used by many. Hello Technology can help you get connected to the WhatsApp Business platform and we will work with you to provide a Customer-centric experience for your consumers.

Why Hello Technology?

Hello Technology is a leading company in messaging communications in Singapore empowering enterprises with messaging solutions to improve their business outcomes. We are an appointed official service provider for WhatsApp Business. Our customers use our online cloud platform MDynamics to send WhatsApp messages and to have 2 way interactive WhatsApp conversations. The MDynamics chat feature serves as an integrated user interface for multi-channel communications, unifying various platforms into one across WhatsApp Business, Facebook Messenger, SMS, email, push notifications and voice. MDynamics opens up new opportunities and possibilities for businesses to connect and communicate with their customer base and to attract new customers. Sign up to start using WhatsApp Business. Alternatively, Contact Us to find out more.

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