According to the recent report revealed by Whatsapp, there are more than 55,000,000,000 messages, 4.5 billion photos, and 1 billion videos are sent through WhatsApp every single day. Most importantly, the interactions are not only limited to personal use but also extended to businesses, call centers, and digital marketing agencies as well. They have significantly recognized the potential of this popular messaging platform for service solutions, product advice, and customer retention and communication.
Using WhatsApp to book a trip, chat with the insurance agent, shop for a new outfit, or apply for the cheapest ticket everything can be managed efficiently with its usage. A few years back, it was more like a useless option, and business professionals have never considered the marketing tool for these communication standards. But today, this has become the most widespread messenger and even included in the daily life of more than 1 billion people in the US only.
Now for the past several months, industry experts have noticed a big change. Many businesses are jumping to this app for different reasons and considering it as an important communication channel for today’s business needs. Most of the customer service managers have now agreed that using email or cell phone will no longer get you in your desired position. That’s why we need to put an innovative focus on social platforms as well. The most important communication channels such as WhatsApp, Snapchat, and Facebook messenger can usually meet the objectives of our marketing campaign and also facilitate the best kind of customer communication. In case of efficient customer support, most of the call centers are switching to modern call center solutions so they can help users to solve their queries more efficiently.
Here are some reasons highlighted that are making WhatsApp popular for all kinds of business communication.
Simultaneous chats for handling multiple issues:
With the help of WhatsApp chat features, the agent can handle thousands of customer issues at the same time and offer them quick support as well. It significantly reduces the costs of customers while maintaining a straight and one-on-one advice with the professional and reliable WhatsApp service.
Interfaces to call center structure:
Most of the professional business solutions would integrate the WhatsApp medium into their existing communication channels that offer complete integration with authentic CRM systems.
Group chats:
You can initiate an exciting dialogue with thousands of customers on any specific topic. You can even create multiple engaging forms of social customer communication and keep on top of things at all times as an administrator. You can learn the first-hand from your users and can recognize early trends.
24 hours availability from everywhere:
WhatsApp enables users to find out more about different products and services outside of the website. Messages can never be lost or go unheard before or after business hours and even can be handled by the operators on the next working day. The chat conversations are also stored in the database and offer many interesting insights into the needs of the customers.
Enhanced user experience:
Customers feel much more enthusiastic when it comes to communicating with a company through WhatsApp. They can improve the levels of customer satisfaction with the modern communication channel. Therefore, different product photos, videos, links or PDF files can help you resolve service issues instantly.
WhatsApp is an innovative communication medium that can be implemented to enhance customer satisfaction, which in turn increases the productivity and streamline the operations more effectively.
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What is Cloud TelephonyCloud Telephony is a kind of UCaaS that means Unified Communications as a Service that offers voice communication service by a third-party host.
Cloud Telephony can be application or web-based.Cloud-based Communications Providers build, Operate and maintain standardized telephony platform offerings on servers, with customers gaining remote access - via the internet - on a subscription or as-needed basis.Cloud Calling Services allows users to make calls directly from any computer or mobile device with only an internet connection and free businesses from the burden of purchasing and storing stand-alone hardware such as PBX boxes and any handsets.Benefits and Drawback of Cloud Telephony and Contact Center SolutionCost Efficient: By using Offloading hosting and management responsibilities to a cloud communications provider with its subscription and pay per use systems that allow resources pooling.
Most CT services built-in failover modes that make sure a backup is available if a problem occurs with a connection.Scalable: Any enterprise can typically add or change their employee telephone number on demand but via a self-service portal they can add or change their employee telephone number on their own or by a support team of Service providers.Transparent: Most of the UCaaS platforms provide rich data analytics, offering information about user behavior and insight into optimizing employee efficiency.
Cloud telephony vs. VoIPVirtually all cloud telephony platforms use VoIP (Voice over Internet Protocol) technology, but all VoIP systems are not run in the cloud.
Basically, the term VoIP indicates how calling data travels over the internet via IP packet-switched connections.An Organization can select to house its VoIP system on-site (PBX) or outsource it to a third-party provider (cloud telephony).
Some enterprises create hybrid VoIP environments that use both cloud-based and on-premises calling technology, often as part of a long-term cloud migration strategy.Cloud Telephony is also known as Cloud PBX System, so if anyone wants to choose Cloud PBX India Instead of Cloud Telephony then they can also come to the Cloud Telephony Provider and opt for Cloud PBX Service.Cloud Telephony is the bright future of telephony services, when ordinary telephone system like Landline, mobile and PBX could not fulfil need to business then Cloud Telephony was invented.
Know how big brands are using call center software to centralise customer communication.
Know more about call center solution and how you can utilise for your business.
Call center software is a system that helps you manage your business phone conversation.
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Auto Dialer software conveys and also gets reactions from existing clients and customers during outbound calls by making proclamations.
It alerts when obliged, affirming the arrangements, meeting timetables and gatherings, giving updates, leaving the messages on voice-mail, exchanging calls to agents on live reactions and resigning the number when unanswered or busy.
Auto Dialer software is a necessary solution for all Contact centers to increase their business productivity.
It helps in quality monitoring, managing leads, Customer Relationship Management, voice recordings, multiple campaign and reporting.
All these features are integrated into one software, to help enhance the productivity of contact center.
Compatible with third-party devices:The auto-dialer technology merges seamlessly with any existing telephone infrastructure or technology and can run with third party components like telephonyequipment to integrate with the normal call center solutions like call activation of call recording devices.
Check out the 12 must-have features of cloud call center software that will help you prepare your business to run virtually without any friction or delays during the pandemic.
