68% of consumers prefer customer service on chat over e-mail or on the phone. The customer service industry is estimated on 350$ Billion a year, using chat equals enormous cost reduction + increases customer satisfaction. A chat agent can handle 6 times more conversations than a support agent trough phone or email. This will prevent long waiting lines and stress.
Implement chat in your IVR-architecture to prevent dropped calls and balance the load on your customer care team. Press 1 for contact over WhatsApp
For both B2C and B2B, adding WhatsApp offers new possibilities in customer care – in example the ability to share pictures within the app instantly. Also think about the possibilities you can use with sharing location, video, contact and many more.
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