As a customer, do you often encounter these issues when inquiring about product-related questions online?

1. Excessive wait times for customer service responses;
2. Repeatedly explaining your issue as you're transferred between different customer service representatives;
3. Automated response bots fail to address real problems that require human intervention;

Good customer service is a key factor in driving business conversions. According to survey results, 86% of people believe that excellent customer service can turn one-time customers into long-term brand advocates.

In practice, providing a precise customer service experience is not an easy task for businesses. To address this challenge, companies may opt to integrate third-party customer service software, hire additional support staff, or implement automated response bots. However, these solutions often lead to increased management and labor costs.

For brands, leveraging a global social platform like WhatsApp to provide real-time customer service can significantly reduce many of the management and human resource allocation challenges.

In fact, more consumers in many countries like Brazil and Indonesia are accustomed to using WhatsApp to inquire about product-related issues. Brands can use WhatsApp to build deeper connections with consumers, simultaneously handling inquiries from potential and existing customers while conducting additional marketing and service activities.

What can WhatsApp offer?

01 World's largest potential user base

As of 2024, WhatsApp has over 2 billion active users. For businesses expanding internationally, this represents a world-class potential user base. As long as you have a user's phone number, you can send messages to their WhatsApp account. In other words, for consumers, inquiring through WhatsApp is the most convenient method.

02 Multimedia Message Formats

Compared to traditional form-based inquiry systems, WhatsApp supports a variety of message formats, including images, videos, files, emojis, and text up to 1024 characters. Businesses can implant CTA buttons within messages to provide clear directions for users making inquiries, thereby improving their ability to address questions effectively.

03 Flexible Integration Capabilities

The WhatsApp API, offered for business use, features powerful integration capabilities. It allows companies to integrate WhatsApp with their existing CRM systems, making customer service management more efficient.

YCloud's customer support tool is the perfect companion for customer service

YCloud's customized customer service tool for WhatsApp API can effectively improve customer service efficiency in a variety of scenarios.

Shared Inbox

YCloud's shared inbox feature allows multiple customer service agents to share the same inbox, centralizing the management of customer messages. This helps avoid duplicate inquiries due to agent seat changes. For example, in an e-commerce setting, multiple agents can view customer order inquiries simultaneously, eliminating the need for redundant work and reducing the risk of missing messages.

Intelligent AI Chatbots

YCloud has smarter AI bots whose ability to handle customer inquiries is significantly different from common autoresponder bots.

YCloud's intelligent chatbot has advanced semantic understanding capabilities, enabling it to provide the most accurate product answers after learning from a company's product documentation. Businesses can customize the chatbot's learning scope to ensure precise response accuracy. For instance, when a customer inquires about technical issues, the chatbot can deliver professional and accurate technical responses directly.

Automatic seat assignment

YCloud can help you categorize and respond to customer needs in a timely manner by assigning different customer service teams (i.e. pre-sales/sales agents) for different customer needs.

For example, in the banking or financial industry, customers are automatically assigned to a loan specialist when they inquire about a loan, improving responsiveness and professionalism.

Customer tagging

Customer service specialists can set tags for customers to facilitate personalized service and follow-up. In education counseling, customer service can label interested customers as "potential customers" for easy follow-up.

Automated collection of customer information

The system automatically collects customers' contact and demand information to form a customer list. When a user takes the initiative to make inquiries through WhatsApp, YCloud's customer service tool can automatically collect the user's contact information and turn it into a private domain traffic resource for subsequent precision marketing.

Best Practices for YCloud Customer Support Tools

01 Establishing a Trusted WhatsApp Business Profile

The first step in using WhatsApp as a primary customer service channel is to create your WhatsApp Business profile, which serves as the foundation for connecting with customers via WhatsApp. To do this, businesses need to register for a WhatsApp Business account and a YCloud account, and then link the two accounts together (YCloud's customer support tools can only be used if linked with a YCloud account).

Complete your business profile in your WhatsApp Business account, including your registered business name, business description, contact details and working hours.

YCloud can assist brands in obtaining Green Tick Verification for free:Click here to learn how to complete Green Tick Verification.

02 Provide users with WhatsApp contact information

To ensure that customers can reach you, you need to maximize the visibility of your WhatsApp contact information, so that customers can easily connect with your brand.

• Add a WhatsApp account to your website;
• Click-to-WhatsApp advertising on Facebook and Instagram, with one-click access to WhatsApp accounts;
• Tag WhatsApp accounts on your social media pages.

Additionally, another simple way to enable customers to quickly reach your brand is by adding a WhatsApp QR code to your product packaging, homepage, or promotional flyers. Encourage customers to scan this code to start a conversation with you via WhatsApp.

03 Integrate WhatsApp API with your existing CRM

After integrating the WhatsApp API through YCloud, you can also integrate WhatsApp with your CRM system. This unified solution allows you to manage and track every interaction, streamlining customer support activities and significantly enhancing the efficiency of customer management and service.

Through integration, companies can manage customer conversation records, automatically sync customer information, track interaction history, and provide more personalized service all within a unified interface.

04 Timely response to customer inquiries

The WhatsApp API is unmatched in streamlining the customer support process, and with this access and integration, organizations can easily conduct WhatsApp-based customer support activities.

• Automate customer service seat assignment and customize customer service working hours: YCloud supports multiple customer service seats under one WhatsApp Business account and can customize the hours based on your time zone.
• AI Chatbots Save on Labor Costs: NLP chatbots can be trained to have human-like conversations, allowing you to provide personalized customer service, handle multiple queries and manage a large number of customer conversations at the same time without compromising accuracy.
• Shared Inbox reduces customer repeat feedback.
• Utilize WhatsApp's multimedia features to provide thoughtful customer support: set up automated responses to send guides in the form of images, videos, and documents, provide links to the help center, and even set up interactive buttons to quickly resolve issues.

05 Proactively reach out to continuously explore customer needs.

Customer service doesn't always mean just responding to inquiries or waiting for customers to initiate conversations. By adopting a customer-centric sales interaction model, you can reach out to them first and notify them of any changes based on their behavior.

Some common scenarios for proactive actions include:

• Order information tracking
• Product shipment notification
• Delivery status updates
• Event and meeting notifications

Additionally, you can take further steps by conducting post-purchase surveys. For example, ask if they encountered any issues during the purchase process or if they are satisfied with the product they bought. Doing so helps build strong connections with customers and lays the foundation for a loyal customer base.

There's no doubt that WhatsApp can be a great channel for you to provide personalized customer service that not only solves problems, but also helps you build strong connections with your customers.

Choose YCloud to leverage WhatsApp for providing efficient, precise, and sustainable customer support services with ease.

Q: Why YCloud?

A. YCloud is the best BSP you can find.

• YCloud, as Meta's official BSP, can help organizations realize all of the above customer support business scenarios
• Very competitive session rates
• Free All-in-one WhatsApp Marketing/Sales/Services Platform
• Free 24/7 online support
• Free Green Tick Verification Assistance