WhatsApp; who doesn't know it? Almost all our personal online communication nowadays takes place via WhatsApp. In the Netherlands alone, WhatsApp already has 9,5 million users. For this reason, we would like to inform you about how you can use WhatsApp within your own organization.
WhatsApp was, of course, not created for commercial purposes. The company therefore states in its privacy policy that strict rules apply. As a result, many companies are still hesitant to actually use it as a communication tool. Nevertheless, there is a large group of companies that have already given in, as can be seen below:
Customer benefit
WhatsApp as a means of communication is accessible, easy, and often the cheapest option. The barrier to sending a message via WhatsApp is much lower than through traditional channels. One does not have to deal with telephone queues or long email response times. WhatsApp therefore offers many advantages for the customer. Another channel that also offers these benefits is social media. However, one-on-one interaction via WhatsApp is much more anonymous. In contrast to social media, questions often have to be asked publicly before you can go into further detail about your complaint or question via a private message.
Benefit for companies
A major advantage of WhatsApp for businesses is that important information can be shared with the customer quickly and easily. For example, are there unexpected changes regarding an upcoming event, or is there an important update? Then customers are informed in no time. Nowadays, almost everyone carries their phone with them constantly. If a customer doesn't understand something but struggles to express themselves, it is helpful for them to be able to send a photo or video of the product. This way, it is often easier for both parties to understand what is meant. A picture is often worth a thousand words. The accessibility of WhatsApp can also ensure that customers contact the company more quickly.
Is WhatsApp safe?
WhatsApp has recently started using end-to-end encryption. However, you do need to be up to date for this. End-to-end encryption is available from version (2.16.1). End-to-end encryption means that all information (messages, photos, videos, voice messages, and documents) sent in a WhatsApp conversation is transmitted encrypted. This ensures that the information cannot fall into the wrong hands. End-to-end encryption is automatically enabled for users who have installed the latest WhatsApp update. Therefore, it only works if the WhatsApp account of the contact you are communicating with is also up to date. If this is the case, this standard message will appear at the beginning of the chat:
How can you tell if a message is actually secure? If you click on the contact in the chat, you will see information about that contact. Among the various topics listed, you will also find the word 'Encryption'. If there is a closed padlock next to it, this conversation is secure.
Implementation of WhatsApp within a support department
In a smaller organization, one support employee can be designated responsible for support via WhatsApp. You can simply use WhatsApp in a browser via web.whatsapp.com. Conversations can be sent via email so that a copy of the conversation can always be saved. Implementing WhatsApp within a larger organization is best done using Customer Service software. Casengo This is an example of this, but naturally there are more options on the market.
WhatsApp is not yet a widely used communication channel. When you offer WhatsApp as a communication channel within your company, you need to communicate this effectively. This channel can be introduced via an email marketing campaign, social media, or simply via the website. Ditzo handled it right from the start and introduced WhatsApp through an extensive cross-media campaign.
Consumers have trusted the popular app for some time and will therefore not have too much trouble accepting WhatsApp as a communication channel with companies. Of course, there will always be customers who find this becoming too personal; for them, traditional communication channels remain available.
We too are reachable via WhatsAppDo you have any questions about this, or are you curious how we handle this? Feel free to send us a message!