Whatsapp marketing - New way of Higher value of Customer engagement

This is a follow-up blog on my previous Whatsapp Blog (http://nanjundanonlinedictionary.blogspot.in/2015/09/use-whatsapp-to-resolve-customer-queries.html). This blog is about higher degree of Customer engagement using Whatapp and how it can be achieved. 


What & Why?

•          Customers want to interact with brands today. They want to have a continuous connection and products & offers specific to them.

•          Current digital world is perfect opportunity to grow our customer base.

Leveraging interactive ads:

•          Video is very good marketing. This occupies more than 50% mobile data (http://www.entrepreneur.com/article/242393). We can reach them personally and get their meaningful feedback.

•          Native ads, Native format, Geo ads, Location based ads, Behavioral marketing.

How to make Whatsapp marketing?

•          Go with Broadcast message option– broadcast message has Limitation (only 250).

•          There are some areas like BBC (http://www.practicalecommerce.com/articles/79714-WhatsApp-to-Change-Social-Media-Marketing) already engaged with Whatsapp and come-up with the alternatives to send message without any limitation.

•          Firstly, we don't have any API to customize.

•          secondly, this can't be used for commercial purpose. Like BBC, your Organization has to agree with Whatsapp Inc. 

Thanks,

Nanjundan Chinnasamy

Use “Whatsapp” to resolve customer queries

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).  Despite its huge popularity, we haven’t utilized the technology to communicate with our customers.

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:

1. Easily accessible platform, already installed on many mobile devices worldwide.
2. As messages are free to send, there’s no cost to your customers when they contact you.
3. 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, Police provided a Whatsapp no to report a compliant. Do you think this will be a right way to leverage the Technology and help our customer? I think so.

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...

Samsung Multi purpose Interactive e-board – Nanjundan Chinnasamy thoughts

I have been with “Samsung Enterprise Solutions Expo” last year. I wanted to say that I have enjoyed their products. But it has not meet my expectation at least. Very few products are admiring and grabbed most of the visitor’s attention. I'm here to share my experience from Expo about one product.

Multi purpose Interactive e-board: 

A bigger digital board can split into several frames. Every frame may be used supported the requirement. The same can be used for many purpose including writing, drawing, viewing the image, Editing the image and playing the video. In a Samsung statement “It’s a dedicated software solution which enables us to broadcast content seamlessly. It is allowing photos, audio, video and files to be sent to multiple screens. Unique content can be created for specific screens; content can even be scheduled to appear at certain times.”

I have used the word "Multi purpose” considering the use over the areas and commercial ventures including training, retail, bank and so on..

To particular to Banking industry which I am into, we can introduce this multi purpose Interactive digital e-board in a branch. In an extension, we may utilize this to exhibit new products and the administrations we are putting forth to our clients. Lastly special promotional ads if any..

In a Marketing Industry, this can be a best one to explain the product specific to the customer, play videos and compare the projects using different frames. This is not limited to Banking/Retails, it is the best product to use at modern education system to open the book/video and explain the same to the students. This can be extended to other places where ever applicable.  

On the off chance that somebody looking for a product clarification, we can use one portion of the screen (frame) as digital board and explain our products, spare that a picture and send to client email if necessary.

As expressed by Samsung, each one edge can be utilized for presentation remarkable substance (indent of one another). The excellence of this intuitive e-board casing is, we can tweak each one frame into particular size as indicated by our need. Also, it supports all smart phone touch screen capabilities including tapping/zooming etc. which makes more interactive.

I request you to have a look at the YouTube video to visualize/understand the product much better. When I enquired about the cost, it was around INR 2-2.2Lacks.

Product Link: http://www.wedgwood-group.com/Wedgwoodav-lcd-samsung.pdf 

Happy Learning!

Thanks,

Nanjundan Chinnasamy