Choosing the Best WhatsApp Live Chat Software for Your Business
This is now being observed with most of the enterprises moving from their websites' traditional live chats to WhatsApp live chat. This may largely because of what WhatsApp offers in terms of features and functionalities that help proactivity in customer support.
Of all WhatsApp Live Chat apps, which ones will work best for you?
We are sharing a post on how to select the best WhatsApp live chat software with this.
Essential Aspects for a WhatsApp Live Chat Software
Some important features to check before choosing a WhatsApp business chat software:.
Closed-loop integration
Get a WhatsApp Live Chat Software, say Jalpi, which integrated to the hilt with all existing automated toolset, including CRM systems, helpdesk tools, and eCommerce platforms.
Automated responses
Opt for integration of live chat systems which also come with AI-enabled automation. This means that you can use WhatsApp automation tools to reduce response times largely and take care of frequently asked questions.
Multi-agent support
Since the enhancement of your customer support is your top priority now, it's best that the WhatsApp Live Chat solution you get for your organization allows multiple members of your team to manage conversations and handle queries on one dashboard when needed.
Rich media sharing
This tool should also be able to share rich and varied media such as images, videos, voice notes, audio documents, etc., to enhance the support experience to become more dynamic and engaging.
Personalization
This means that the tool would also allow you to personalize replies based on customer data like user behavior, history, preferences, etc., so that you ensure those messages from support never miss.
Analytics and reporting
An excellent feature of analytics and reporting is when you can gain insights into message performance, response times, and customer satisfaction. This is yet another important feature that should be part of WhatsApp Live Chat Tools-a good analytics and reporting tool. These insights might ultimately help you adapt and change your customer support efforts when the need arises.
Always availabilty
This should also include WhatsApp automation features that render 24x7 uninterrupted inquiries by customers.
Security
Customers also have end-to-end encryption as an important feature of their customer's security. This helps build trust with customers in the area of secure communication.
Scalability
More queries will come to your business and more conversations of customers will keep coming-in. So it is important that your WhatsApp Live Chat tool be able to handle the increase in conversations effectively.
Speedy Setup
An ideal tool would possess an easy interface and minimal technicalities to set up and deploy.
Integration with other tools and platforms
Here's a few of the key integrations, which a WhatsApp Live Chat tool must include:
Manage relations with the customer
Now sync your customers' activities with CRM tools like Salesforce, HubSpot, or Zoho to centralize all customer data in one place, track their history of interactions, and manage your leads more effectively. Hence, this integration serves as a crucial foundation for future follow-ups and personalized support.
E-commerce websites
Your WhatsApp Chat Tool should also seamlessly integrate with the eCommerce platform you are on - be it Shopify, WooCommerce or Magento, - to be able to send realtime order updates, personalized recommendations, quick issue resolution, etc.
Software for Helpdesks
To facilitate and streamline the management of customer support tickets, connect your WhatsApp conversations to well-known help desk systems like Zendesk or Freshdesk. Consequently, your WhatsApp chat turns into a support ticket for easy and quicker tracking and resolution.
Marketing Automation Tools
Integrate with such platforms as MailChimp or ActiveCampaign in order to create and send WhatsApp marketing campaigns targeting specific customers in line with their behavior and preferences and ultimately drive engagement and optimize conversion.
Analytics
It should sufficiently integrate tools such as Google Analytics or other business intelligence units for properly monitoring engagement and performances while creating actionable insight for the enhancement of your customer support strategies.
Making the application and configuration easy
Here are tips that you can go through in order to get up and running on a WhatsApp live chat tool too pretty quickly:
Prebuilt templates
Pre-built chat or automation templates can be a huge time-saving factor, making campaign creation, deployment, and responding much easier.
No-coding
A simple drag-and-drop interface is required for easy setting up of chatbots and automated messages. Most importantly, it is having an app such as Jalpi that has a "No Code" chatbot builder that simply does away with the need for specialized technical skills or advanced coding knowledge.
Shared Inbox
Ensure that the Live Chat tool has the shared inbox feature for better collaboration within the teams and management of conversations.
Conclusion
That is the end of it. In a time when the preference of the customer is to speak with the businesses they are interested in, there is only one most strategic move one could take to engage them more, and this is by having them communicate with them using WhatsApp.