You can find them in our report ( pdf ). Illustrations in this article courtesy of Fotolia.
Downing recalls: “We sent 15,000 messages in July, with a peak during the heavy summer storm of July 25. panama phone number libraryThere are plenty of examples of accounts that were temporarily paus or completely block by WhatsApp due to excessive volume. That sometimes crosses your mind on such a day.” He continues: “Sending links and using standardiz responses can also cause WhatsApp to decide to close your account. That is of course not something you want. Caution is therefore advis.”
Trust next step
Carin Vree of NLE is not so worri about that yet. “We process 2,000 messages in July, which is a relatively high number for our online channels. Because OBI4wan, the software package we were already using for our social mia monitoring and webcare, came with a WhatsApp module, it felt like a familiar next step for us.” Langendam of 9292 says: “We use the same system at 9292. You can run good reports from it, view the history and it is useful for transferring cases.
On WhatsApp, conversations are often personal and therefore quieter.
Bottom line: What are the benefits of using WhatsApp as a customer service tool?
Olaf and Carin from NLE are unanimous: “High customer satisfaction! We have discover that people really appreciate the conversation via a familiar channel. Our customer advisors receive an average score of 9.4. Very high.”
For 9292, WhatsApp is a nice addition to the existing social mia channels. “In the first weeks that we are live, we are caseno email list already seeing a strong growth in the number of messages and therefore more customer contacts.” Travelers also seem to appreciate the personal character.
Investment for the long term
“We see WhatsApp primarily as a long-term investment,” is the opinion of Downing of Transavia. “We notice that differences between marketing 1.0, marketing 2.0 and marketing 3.0 WhatsApp provides us with loyal customers. We also feel that it is good for the Transavia brand: we focus on friendliness from our organization. WhatsApp as a channel reinforces that. This channel is a keeper for us and I think that we are still at the beginning of Appcare.”