WhatsApp business a separate app built with the small business owner in mind was launched by WhatsApp in the first quarter of 2018 and currently available on Android only
“People all around the world use WhatsApp to connect with small businesses they care about — from online clothing companies in India to auto parts stores in Brazil. But WhatsApp was built for people and we want to improve the business experience,” the company said in a blogpost. Ref.: https://blog.whatsapp.com
Businesses now have access to an official business WhatsApp number with the ability to showcase a description of the business, website, store location; smart messaging capabilities like greetings, away messages, quick replies and reporting stats for messages sent, delivered and read.
AccraFlorist a flower shop in Accra,Ghana serving customers in the local market with a customer base of 150. AccraFlorist is excited about the introduction of the the WhatsApp Business Account which would enable them interact directly with their customers.
Gabrielle who owns AccraFlorist is able to manage her clients by listing her entire customer base on her WhatsApp business account. She is able to create labels which allows her to categorize her customers . In the traditional sense this would be groups created by Gabrielle to put her customers under suitable categories, for instance labels like “Satisfied clients” , “Paid clients” etc.
Assuming after such splendid customer service that she delights her customers with, her company now has increased its base to 500K with a call centre managing deliveries, enquiries and tracking deliveries. Gabrielle’s business has scaled tremendously, her current set up on WhatsApp Business will not help her efficiently serve her customers now.
AccraFlorist becomes GlobalFlorist and will need more than the current WhatsApp business app. An enterprise engagement model will now be the ideal option for GlobalFlorist. For a wholesome enterprise engagement, the company will need to reach its customers on the popular engagement channels, incorporate bot-automation where customers get immediate responses on tracking their orders, checking the status of orders which will free up agent times and for international transactions multi-language capabilities.
Making WhatsApp developer API’s available for companies like Rancard who have built customer engagement solutions (R2CEP), would enable bigger companies and enterprises to engage their many customers in a seamless way by offering an omni channel solution.
R2CEP refers to the AI enablement of Rancard’s Customer Engagement Platform (CEP), i.e. omni-channel – multi-language, capabilities of a customer engagement platform plus AI-enabled dialog as the means of engagement with the end-user.
In essence, the live/human agent that typically delivers the customer engagement functions is augmented by an artificial agent or bot through channels such as WhatsApp, email, web, skype, twitter and messenger for now. GlobalFlorist is able to manage their whatsapp customers via their call centre with a bot that escalates to the agent accessible portal.
A typical user experience for GlobalFlorist would be – a flower order is made by a customer of GlobalFlorsit, an integration to WhatsApp enterprise developer API’s will allow R2CEP to follow through and update the user on the stage a delivery is and send a confirmation message through WhatsApp automatically. With the bot capability, automated notifications from WhatsApp can be sent to users anytime with no human intervention. Customers will receive their message through the company’s verified WhatsApp profile. In the case where there are connectivity issues, or the user is not available on a particular channel an available alternate channel will be used to further notify the customer e.g. through SMS and or the other available channels.
This solution includes realtime reporting, management of agent, bot response accuracy, bot to agent escalations, pending issues, multiple WhatsApp numbers etc.
For connecting to R2 customer engagement platform -try it out – See how it works: https://www.youtube.com/watch?v=RGBdghv-AOA&feature=youtu.behttps://r2mp.rancard.com/login