In our previous blog, we discussed how more businesses are moving from traditional live chat support on websites to using WhatsApp live chat. The cause for this trend can largely be attributed to the features and functionalities of WhatsApp that enable proactive customer support.
But what WhatsApp Live Chat app will work the best for you?
In this post, we’re sharing how to choose the best WhatsApp live chat software.
Key features to look for in a WhatsApp Live Chat Tool
These are some of the most crucial features to look for before you choose a WhatsApp chat software for business:
Seamless integration
Choose a WhatsApp Live Chat Software like Interakt that perfectly integrates with your existing set of tools and software, such as your CRM system, helpdesk tools, or eCommerce platforms.
Automated responses
Choose live chat integrations that also come with AI-enabled automation. These WhatsApp automation tools can reduce response times significantly and can be extremely effective when it comes to handling FAQs.
Multi-agent support
As enhancing your customer support will be your top priority, it is important that the WhatsApp Live Chat tool you choose will allow multiple team members to manage conversations and handle queries from a single dashboard without a hassle.
Rich media support
The tool should support the sharing of rich and diverse media such as images, videos, voice notes, audio documents, and more, to make for more dynamic and engaging support experiences.
Personalization
The tool should also enable you to personalize responses based on customer data like user behavior, history, preferences, etc. to ensure that your support messages always hit the mark.
Analytics and reporting
A good analytics and reporting feature where you get insights into message performance, response times, and customer satisfaction, is a crucial part of a WhatsApp Live Chat tool. These insights can ultimately help you to adapt and make necessary changes to your customer support efforts as needed.
24/7 availability
The tool should also provide WhatsApp automation features that let you provide round-the-clock support, without missing any customer query.
Security
End-to-end encryption is also an important feature to ensure that customer data is protected. This is also essential for building customer trust and offering secure communication.
Scalability
Your business will continue to grow, with more queries and customer conversations coming your way. So, it is important that your WhatsApp Live Chat tool can manage the growing number of conversations effectively.
Quick setup
The ideal tool will have an easy-to-use interface and will require minimal technical expertise for setting up and deploying.
Integration with other tools and platforms
These are some of the necessary integrations a WhatsApp Live Chat tool should offer:
Customer relationship management
Syncing customer interactions with CRM tools such as Salesforce, HubSpot or Zoho will help you centralize customer data, track interaction history, and manage your leads effectively. So this integration is crucial for seamless follow-ups and personalized support.
E-commerce platforms
Your WhatsApp Chat tool should also be able to integrate seamlessly with the eCommerce platform you are using, be it Shopify, WooCommerce, or Magento. This will enable the sharing of real-time order updates, personalized recommendations, quick issue resolution, etc.
Helpdesk software
Connecting with help desk solutions such as Zendesk or Freshdesk will enable you to streamline customer support ticket management. Your WhatsApp conversations can automatically be converted into support tickets, allowing for seamless tracking and faster resolutions.
Marketing automation tools
Integrate with platforms such as MailChimp or ActiveCampaign to create and share WhatsApp marketing campaigns targeted to specific customers based on their behavior and preferences, thus driving engagement and boosting conversion.
Analytic tools
You should also be able to integrate with analytic tools like Google Analytics or other business intelligence platforms, to effectively track engagement and performance and use actionable insights to improve your customer support strategies.
How to ensure ease of use and setup
Here are some tips to follow if you want to get started with a WhatsApp live chat tool right away:
Pre-built templates
Having pre-built chat or automation templates can save you a great amount of time making creating campaigns, deploying them and responding to queries much easier.
No-coding required
Simple drag-and-drop tools are essential for easy configuration of chatbots and automated messages. Interakt, for example, offers a no-code chatbot builder that eliminates the need for technical expertise or extensive coding knowledge.
Mobile and desktop availability
For improved accessibility, ensure that the WhatsApp Live Chat software you choose has both mobile and desktop apps that enable flexible usage.
Shared inbox
To foster better team collaboration and conversation management, make sure that the Live Chat tool comes with a shared inbox feature.
Conclusion
In times when the customer prefers conversing with businesses they are interested in, using WhatsApp for communication can be a strategic move for higher engagement.
Looking for the best WhatsApp live chat tool?
