The use of Omnichannel WhatsApp helps companies improve customer service. This is because integrating WhatsApp with an Omnichannel system allows businesses to connect the WA software with various channels, such as social media, and business system in one platform.
This integration makes it easier for businesses to optimize each channel by serving customers’ specific needs, without having to repeat questions to them. This will indirectly improve customer experience and customer loyalty.
In addition, there are still many other benefits of omnichannel WhatsApp that businesses will gain. Read the complete explanation about Omnichannel WhatsApp in this Mekari Qontak Blog article below.
What is Omnichannel WhatsApp?
Omnichannel WhatsApp is a communication strategy carried out by businesses to strengthen relationships with customers.
This approach provides a seamless shopping and customer service experience by integrating WhatsApp with various other communication channels, such as Facebook, Instagram, Telegram, Line, marketplaces, and even CRM software.
This integration not only makes things easier for customers, but also helps the support team respond to questions and complaints quickly.
For example, with WhatsApp CRM, the customer service team can directly track a customer’s purchase history, so that issue handling can be done more quickly.
Meanwhile, an Omnichannel system is a cross-channel strategy used by companies to improve customer experience, whether through a website, mobile app, or physical store.
Omnichannel can foster better business relationships with their audience from various touchpoints (phone, chat, or email). The omnichannel approach means there is integration between distribution, promotion, and communication channels at the end of the process.
How to Integrate Omnichannel WhatsApp with Other Applications
If you want to get Omnichannel WhatsApp integration, you must first have WhatsApp Business API. The WhatsApp API can be obtained through cooperation with an official WhatsApp Business partner, one of which in Indonesia is Mekari Qontak.
After having a WhatsApp Business API account, you can link your WA link to various communication channels such as Instagram, Facebook, Website, and other applications. There are several ways to link a WhatsApp link, including manually, via chat, short link, and many more.
Here is how to integrate Omnichannel WhatsApp:
- Log in to your Mekari Qontak dashboard account
- Then, select the Integration menu located on the left side of the dashboard.
- Click Facebook Login to log in to your business account
- Next, you will be directed to the data permission page with Mekari Qontak.
- Then click “Continue” to proceed to the next step.
- If you already have a WhatsApp Business Profile account, you can proceed to the next step. However, if you don’t have one yet, you can create it first with the help of Mekari Qontak.
- Enter the OTP code sent by WhatsApp and press “verify”.
- Click “OK” to complete the Integration Process
- Return to the Integration page on the Mekari Qontak Chat Panel
- Select your WhatsApp Business Account number
- Click “Continue”, and your WhatsApp will be integrated with Mekari Qontak Omnichannel.
Benefits of Omnichannel WhatsApp Integration
Omnichannel WhatsApp integration can provide various benefits for your business strategy, including:
1. Improving loyalty through personalized customer experience
Omnichannel, which is integrated with WhatsApp, offers a personalized shopping experience by letting customers choose which channel they want to use to interact with the business.
The easier it is for customers to use channels according to their needs, the higher the likelihood that they will do repeat business. It is, of course, common knowledge that customer loyalty is more effective than continuously seeking new customers.
2. No channel is left unattended
The difference between a multichannel and an omnichannel strategy is very small, but significant. A multichannel strategy offers customers various ways to reach a business, but those channels are not integrated with one another.
This makes it possible for calls, chats, or emails to be neglected, which has a negative impact on customer experience.
Meanwhile, with a system that integrates WhatsApp with omnichannel, that possibility is greatly reduced. This is because the various different applications can be displayed on a single screen, so the CS team can easily monitor every incoming chat.
3. Expanding audience reach across various channels
By using various channels simultaneously, businesses can reach different prospects who only interact through certain channels. This is especially important for support agents because they can resolve tickets more quickly by viewing the various available channels.
Key Features of Omnichannel WhatsApp for Business
By integrating WhatsApp with various other platforms or applications, business performance will continue to improve. Some of the features found in the Omnichannel WhatsApp integration offered by Mekari Qontak are:
1. Integration Between Chat Applications and Social Media
Businesses usually have more than one communication platform to make it easier for customers to reach them. Besides WhatsApp, other commonly used platforms include Line, Telegram, and Facebook Messenger.
By having more than one communication platform, customers can choose whichever option is most convenient for them.
However, this can be confusing for admins or the CS team when replying to chats if these applications are not integrated with one another. They have to go back and forth from one application to another.
Some address this by having a separate admin for each platform. This, of course, creates an additional cost for the business.
Through Omnichannel WhatsApp integration, businesses are made it easier to reply to customer chats from various chat applications on just a single screen.
2. WhatsApp Integration with CRM
One important piece of software widely used by companies today is CRM. CRM, or customer relationship management, functions to record and manage a company’s sales and customer service database.
WhatsApp integration with CRM allows users to reply to chats on WhatsApp and perform tasks within the CRM system without having to leave the WhatsApp view. In addition, other benefits include:
- Automatically detecting names from newly incoming WhatsApp chats, which are immediately saved into the CRM database without having to ask the customer or type it in manually. With this feature, WhatsApp CRM makes it easier for you to build a customer database.
- Automatically entering orders, deals, or tickets that come in through WhatsApp conversations, which are immediately saved into WhatsApp CRM.
3. Integration with WhatsApp Chatbot
WhatsApp Chatbot is very useful for businesses that want to automate conversations with customers more efficiently. Businesses can provide better service by giving customers responses 24/7.
How Important Is Omnichannel WhatsApp for Business?
Integrating WhatsApp into an omnichannel strategy is very important because modern customers use a variety of communication platforms and expect fast, consistent responses from businesses.
By combining all interactions from various platforms such as Instagram, Facebook, and Telegram into a single interface, the customer service team will find it easier to respond.
This is able to create a more seamless customer experience and makes it easier for the customer service team to respond more quickly.
With this integration, companies can also monitor all interactions better, which allows them to provide more personal and timely service.
Get Omnichannel WhatsApp from Mekari Qontak Now!
Implementing Omnichannel WhatsApp integration at a company can provide proactive support for customers through opt-in notifications, such as invoices, reminders, or payment confirmations.
Its features make it easier for companies to provide a better shopping experience for customers.
Mekari Qontak provides an end-to-end WhatsApp API, CRM, and Omnichannel solution for business, so you can easily get omnichannel WhatsApp integration, WhatsApp CRM, and WhatsApp Chatbot.
Naturally, this will make your business processes easier and faster, so that customer experience is maintained and sales increase.
The technology offered by Mekari Qontak has helped companies drive revenue growth, improve productivity, and enhance service to customers.
Consult your business needs with the Mekari Qontak team and get a free Mekari Qontak demo now!
