Webcare via WhatsApp with OBI4wan
Webcare via WhatsApp appears to be the new standard in the world of online customer contact. More and more organizations are exploring the possibilities of WhatsApp for business use, mostly in the field of webcare as customer service. OBI4wan integrated a WhatsApp module within the existing webcare tool to meet the growing market demand for ‘Whappcare’
No need for a smartphone
With 9.4 million Dutch users, WhatsApp is a channel with extremely high acceptance and it offers great potential as a business service channel. Particularly due to the speed and personal nature of its communication, it is very suitable in addition to webcare of organizations, provided that it’s scalable.
The Netherlands had 9.4 million active Dutch users in 2014 (source: telecompaper)
Whatsapp will be fully integrated within OBI4wan’s webcare tool, which means there is no need for a smartphone. In this way, you can manage all incoming messages using just one tool, together with the entire webcare team. In real time, the posts pour in and can be answered with just a touch of a button, after which the latest status of messages is remembered. This ensures that you always have the latest overview of messages that are pending or have been answered.
WhatsApp is the consumer’s domain
Ask yourself; Where and how do you use WhatsApp? The messaging service is increasingly evolving into a social network with business utility as a service channel or marketing channel. OBI4wan offers you the possibility to use the power of WhatsApp in a user-friendly way.
With this business deployment, organizations will find themselves more than before in the personal domain of the consumer. The rules have not yet been written, but they will soon develop as more and more organizations discover the possibilities of WhatsApp.
Consider the following characteristics of WhatsApp, mentioned before by Jan-Willem de Ruiter and René Voorberg:
- Communication is extremely fast. Through push notifications, the customer is immediately up to date on your reaction. Hence, they expect a speedy reaction.
- Messages are private. Content, use of language and subjects are different from public social networks.
- WhatsApp’s impact on the service process remains unclear. After sharing a phone number, you must obviously be able to speak to consumers as well.
New challenges for client interaction
As I wrote before, WhatsApp offers lots of potential as a service channel. For example, consider Transavia expanding its customer service or Coolblue with their product support using movies. However, both examples describe organizations that use WhatsApp as a responsive service. However, what opportunities exist for proactive contact, the kind that you can create new relationships with your audience with?
WhatsCook: live recipe advice via WhatsApp
Check out the example of the Hellmann’s case with their service WhatsCook, where they make a live connection between you and a chef for advice on cooking.
Chocomel WhatsApp Challenges
What about Chocomel, who went even further by challenging Facebook users to add Chocomel to their WhatsApp group. In these so called ‘Chocomel Challenges’ people were able to win tickets for the Zwarte Cross Festival.