WhatsApp is the most widely used messaging app on the planet. It has a user base of over 2 billion people. And the number is continuously increasing.
Friends, relatives, and companies may use the app to communicate. It serves as a portal for companies to have personal, accessible, and casual dialogues with their consumers. As a result, several of them have included a WhatsApp chat button to their websites.
Why should you integrate a WhatsApp link into your website?
You should consider incorporating WhatsApp on your website for two key reasons.
Keeping touch after the visitor leaves
You won’t be able to contact a website visitor who contacts you via live chat after they depart. Customers are leaving quicker than ever before, as their tolerance wears thin every day. Unless you have the time to respond immediately all day.
When a visitor contacts you over WhatsApp, though, they get the same experience – without having to wait for a response on your website. This improves their experience and allows you more time to respond.
Incorporate a personal touch
Whereas live chat used to seem more casual and intimate, it has evolved into a communication medium that many firms handle similarly to email. For website visitors, this makes it less appealing and unique.
WhatsApp, on the other hand, is an app that we all use every day to communicate with our friends and family. You naturally develop a more intimate relationship with your consumer by integrating your business into that setting. Especially if you can respond quickly and in the appropriate casual tone of voice.
There are three options for allowing your consumers to contact you using WhatsApp as a website chat.
- Trengo multi channel widget
- click and chat
- QR code
What is the best way to include a WhatsApp link on your website?
Click to chat
Customers may use the click to chat capability to instantly start a WhatsApp conversation with another individual or company by clicking a URL. To accomplish this, you don’t need to save any phone numbers in your phone. Simply click the link to launch a chat window and begin typing. This is true for both the smartphone app and WhatsApp Web.
You may use this functionality to attach a phrase to WhatsApp, such as ‘WhatsApp us!’ You may also put your phone number and make it a hyperlink.
You’ll need to change this URL: https://wa.me/[WhatsAppNumber] to make a click to chat link. ‘WhatsAppNumber’ should be replaced with the phone number you want to use.
On your contact page, a click-to-chat link is acceptable, but when you want to provide WhatsApp throughout your whole online client experience, things get a little more complicated. Having to share this link on every page of your website will make it appear cluttered.
QR code
Customers may find it inconvenient to have to add a phone number to their contacts in order to start a WhatsApp discussion. This isn’t a viable option, especially if you intend to provide this channel as a company. Consider the actions a client must take:
- They must first check your phone number.
- They must then save you as a contact. This contains your company’s name and phone number. If they have to do this for all of the firms with whom they communicate, their contact list may explode at some point.
- Finally, the consumer must go to WhatsApp, look you up, and only then begin a conversation with you.
This does not take a long time. However, it does not guarantee a faultless client experience. That is, after all, the aim.
As a result, several businesses have begun to use QR codes to initiate conversations. All they have to do now is develop the code and install it on their website so that consumers may start a conversation right away.
To make a QR code like this, first make a click to chat link. Websites like QR Code Generator can then convert this URL into a QR code.
Widget with multi channels
So far, we’ve spoken about two alternatives. However, neither of these is a real WhatsApp website integration.
A multichannel chat widget is the ideal option to include WhatsApp as a conversation on your website. Your consumers will be able to contact you via the WhatsApp chat button on your website as a result of this.
Another significant benefit is that it allows numerous users to utilise WhatsApp, which is not allowed with the official app. In one WhatsApp account, your entire team may seamlessly collaborate on discussions. They may @tag each other in the inbox and send messages to particular colleagues or teams.
On your website, use cases of a WhatsApp chat
Sales and marketing
Online purchasing is becoming more popular than ever. However, it still pales in comparison to the experience of buying at a physical store. The ability to see and feel the items. I’m trying on some new sneakers. I’m having a chat with a store employee.
You may add a conversational element to your online experience by including a WhatsApp chat on your website. It helps your staff to collect leads, offer product advice, and even close sales – all while maintaining a personable and informal tone.
The dialogue continues on their app after the user leaves the website. This is a significant advantage of WhatsApp over traditional live chat.
Customer service is important.
Phone calls and emails irritate today’s customers. They need an excessive amount of work and time. When they have a question, they prefer to ask it over a messaging app or check it up in a help center themselves.
As a result, WhatsApp is an excellent tool for your customer care staff. You may conduct a personal and honest dialogue that is efficient for both the consumer and your team thanks to WhatsApp’s casual etiquette.
How to make the WhatsApp link on your website work automatically
Customers will have to wait two days for an email response. They’ll have to wait in a phone queue. When they use WhatsApp, though, they anticipate virtually rapid responses. These expectations are both a blessing and a pain for customer care representatives. Customer satisfaction skyrockets when you deliver. If you fail, though, you will irritate your consumers.
Your staff will be able to keep up with the planned pace thanks to these automations.
Response time is short.
Do you ever be asked the same questions again and over? Concerned about your company hours, inventory, refund policy, or shipping methods? You do, of course. You’ll lose time if you don’t automate the answers to these queries.
Auto-replies
Your consumers will always receive an immediate answer if you set up an auto-reply. When you are unable to answer immediately, this buys you some time. This is especially useful outside of work hours.
Rules
It’s difficult to keep organized when you’re dealing with a lot of inbound communications. You may automate this organizing process by setting rules. This is also possible in Trengo for WhatsApp discussions.
Messages that contain the term ‘orders’ are assigned to this rule.
You may classify discussions automatically, assign chats to a team member, and notify customers during busy hours.
Author: WhatsApp Link Malaysia
This article is posted on Posting Stock.
