adrien-lemaire
Adrien Lemaire
January 14, 2019
Customer engagement
Digital customer engagement
Digital customer service
Omni-digital
Omni-digital customer strategy

RingCentral Engage Digital announces integration with WhatsApp Business Solution

RingCentral Engage Digital announces its integration with WhatsApp Business Solution that allows businesses to interact with customers in a fast and simple way directly through WhatsApp.

Messaging for Customer Care

With over 5 billion people actively using messaging apps every month, it’s evident that today’s customers want to connect with businesses in the same way they chat with friends and family, using easy and hassle-free chat messaging services. According to Facebook, 56% of people would rather message than call customer service.

Messaging gives more flexibility to users since it is asynchronous. With this mean of communication, it is now possible to send messages outside of business hours and receive a notification once you have received an answer without having to wait and be focused the way you would during phone calls or live-chat.

To adapt to evolving customers’ expectations, especially younger generations, adopting messaging becomes essential.

Connect with your customers on one of the most popular messaging apps

WhatsApp is a simple, reliable, and private way to talk to anyone in the world. It is used by more than 1 billion people in over 180 countries to stay in touch with friends and family, anytime and anywhere. 65 billion messages are now sent every day via the app.

WhatsApp allows to send a variety of media: text, photos, videos, documents, and location, as well as voice messages. One of its main advantages is its emphasis on privacy: all messages are secured with end-to-end encryption, meaning that no third party can access it.

Thanks to WhatsApp Business Solution, customers can now contact companies in the same way as their friends and family. Rather than calling the customer service or sending an email, customers can ask questions and get answers directly from one of their favorite apps.

With WhatsApp Business Solution, users can opt-in to start a conversation with businesses who then have 24 hours to reply. To answer after that initial period, companies will be charged with a fixed rate by country per message sent.

Adopt WhatsApp Business Solution with RingCentral Engage Digital

RingCentral Engage Digital enables you to process and answer messages coming from WhatsApp the same way as other channels. Companies already processing interactions with Dimelo can start using WhatsApp Business Solution by adding an existing or a new WhatsApp phone number to the platform.

Stéphane Lee, RingCentral Engage Digital Managing Director, commented: “Messaging is the future of customer care. With this new integration, our clients can engage with their customers in a fast and effective way. Customers directly chatting with a business are able to enjoy the same experience as when they talk to their peers. At the same time, companies are able to manage all their digital conversations through a single platform. Messaging tools like WhatsApp Business Solution help companies to improve, personalize and speed up their customers’ interactions.”

As the interface is common to all channels, agents do not need specific training for this new channel. They can easily start answering WhatsApp messages and keep on answering the ones from other channels (Messenger, Apple Business Chat, email, live chat…).

The integration provides customers with flexibility and a more personalized experience, as asynchronous messaging allows agents to fit around customers’ needs and doesn’t prolong customer waiting times. RingCentral Engage Digital is listed in the directory of WhatsApp Business Solution providers, which helps businesses understand which providers they can work with.

RingCentral Engage Digital clients who benefit from implementing WhatsApp Business Solution include: cDiscount (FR – Retail), Crédit Mutuel – Arkea (FR – Insurance); AXA (CH/FR – Insurance); AllSecur (NL – Insurance), LCL (FR – Banks) and multiple enterprises in various industries in EMEA.

If you want to learn more about WhatsApp Business Solution and how to adopt it with RingCentral Engage Digital, do not hesitate to contact us now.