This blog is all about improving “Customer
Service” further from the where we are now. It's an Ideation Blog.
Like banks across the world, Organizations
might have a presence on social media platforms, allowing customers to contact
them through Facebook and Twitter to respond to questions, queries and providing
support. But, Is this enough? Simple answer is NO from Customer
expectation perspective and my perspective as well.
Smartphone access continues to
increase; WhatsApp is now the most popular messaging app across the
Globe. According to Mobile Marketing Magazine, it is installed on half of
the Smart phones in the UK
(76% in INDIA
Since we are already responding to
customer queries via telephone calls, emails and website live chats and other
social media channels, is it worth considering using other platforms in the
same way? This may be the right time to Consider such Change.
Customer
Benefits are:
- Easily
accessible platform, already installed on many mobile devices worldwide.
- As
messages are free to send, there’s no cost to your customers when they
contact you.
- Easy
to use, and allows messages to be sent at any time – day or night
Whatapp may be one of the greatest
ways to connect with the customer. Here in India
We do have few potential drawbacks
from a business perspective:
- Security
– there’s ongoing concerns about how secure WhatsApp messages really are,
so it might not be a brilliant idea to ask for any sensitive information.
- No Public API is available at this moment to integrate with any of our Systems. Hope, Whatsapp may publish their APIs in near future.
We may have good option to use
WhatsApp in novel ways to connect with our Customers improve their
queries&issues. (More over if any critical issues, those will not be
publically visible to media unlike Social media).
Your comments please...
