Blog Spain
How about improving our customer relationships through WhatsApp?
Sandra Escudero, Head of Customer Success
In the current situation we’re all experiencing, with COVID19 stalking us and forcing us to adapt to teleworking, finding a channel to help us communicate easily with our customers is a solution in high demand right now, particularly a channel that they are all very familiar with.
Sandra Escudero, Head of Customer Success
We often wonder how we can improve communication and responsiveness with users, asking ourselves such questions as: How can I speed up my work? How can I interact with my customers? How can I provide real-time answers to common questions from my customers? We are always looking for answers that will help us improve customer satisfaction and strengthen our commitment to our customers.
What if we use WhatsApp? It may seem somewhat complicated to manage, but some management platforms are already successfully implementing this type of integration, such as Salesforce, who announced it recently.
Integrating WhatsApp into Salesforce
What are the potential advantages of this new integration in Salesforce?
- Communication with the customer: agile, simple, intimate and very effective.
- Maintain a communication history.
- Send images, message templates and PDF files instantly.
- Enable templates that will allow you to start conversations with customers at any time.
- The ability to automate certain responses, alerts and notifications, to try and help users before they need to talk directly to an agent, saving time for both parties (Einstein Bots).
- Improved SLA (Service Level Agreement).
- So does this mean that massive automated marketing and indiscriminate spam campaigns are now possible? To avoid this, Salesforce has established that conversations can only take place in two ways: if the customer contacts the company directly or if the company initiates the conversation with the customer through notifications pre-approved.
We can therefore conclude that the latest update of Salesforce opens up a great opportunity for improving relationships with our customers, improving responsiveness and expanding channels of communication, a key element in improving interaction and achieving a higher level of satisfaction that UST will surely be able to put into practice with its Salesforce customers.