WhatsApp is surely not new to many of us, especially today in the year 2023. Created in 2009 by Brian Acton and Jan Koum, who were Yahoo employees at that time. Born out of the need to stop missing calls while in the gym, according to Koum. It was the only other messaging App at that time, besides BBM – BlackBerry Messaging. To top it off, it’s free for downloads. Needless to say, it hit the ground running! Upon launching WhatsApp 2.0 and successfully hitting 250,000 users, the team then manage to raise a crowd-funding amount of USD 250,000 among a cohort of ex-Yahoo employees.

The successful crowd-fund was the catalyst in setting the record of one billion messages sent per day through WhatsApp by October 2011 and hitting yet another milestone boasting 200 million active users by early 2013. Facebook seeing the great potential, moved to acquire WhatsApp for a whopping USD 22 billion in early 2014. To date remains the largest acquisition by the social media giant.

Thirteen years later, the App has only grown more relevant in today’s world. A common lingo within the social community of family and friends, and the larger business community. Here in Malaysia, we rely heavily on WhatsApp for daily communication. Proven according to SensorTower’s Top Charts, WhatsApp remains the number one social media app downloaded for iOS users in Malaysia. You might also be one of those who check your WhatsApp messages upon waking before you even get out of bed! Thus the power of WhatsApp has entwined into our daily lives, part of our waking habits!

Daily business communication revolves heavily around WhatsApp. From large conglomerates to SMEs’, it’s undeniable we met out instructions and receive them through WhatsApp. Am quite sure you are also part of the many working WhatsApp group that has been created. Between colleagues for leisure chats, official working WhatsApp groups between departments, and even between clients.

After the acquisition back in 2014, Facebook launched WhatsApp for Business back in 2018 upon seeing the need in SMEs. Today, with the advancement of technology WhatsApp Business has evolved with enhanced features. Thus making sense for businesses of all sizes, especially SMEs to further invest in one.

All it takes is just one! An advancement in customer support software system. Gone are the days when multiple hunting numbers are connected to a PABX system. Now, all agents can concurrently connect to customers with a single number. The number does not only have to be a mobile phone number, we can help you connect to WhatsApp Business account by your company’s landline too. Multiple numbers are not required to activate WhatsApp for each agent.

A single Interface is what it requires to run your customer support on WhatsApp, with shared inbox between multiple agents on multiple devices, AND remotely. Perfect for businesses which engages part-timers, those who practice hybrid working environments, or perhaps Project Teams who are always on-the-go.

A single agent can now communicate with more than one customer at one time with just a single click of accepting the chat. Allowing you to maximize your physical customer service operators’ capacity in engaging with customers.

Do you know a healthy Average Handling Time (AHT) is 6 minutes and 10 seconds for Customer Service Agents, by industry standards according to Call Centre Magazine. With WhatsApp Business account, your business can service more customers at one go with less. But of course, Customer Service Agents training would still be vital in order to continue to deliver excellent customer service.

5 Steps to reduce average handle time
• Make sure agents are trained effectively
• Use self-service resources, like knowledge bases and help articles
• Monitor agent performance
• Record calls to use in ongoing trainings
• Optimize call routing and internal communication for sales teams.
Source: By Jesse Martin, Content Marketing Associate, Zendesk blog.

Flexible with easy WhatsApp integration. This solution allows to synchronize conversations with your preferred third-party tools to get customers full context, while enhancing on team and inter-department collaboration. You might have invested in a CRM system many years back. Not to worry, with technologies these days, the best solution can be advised.

Here at Accordia, we provide synchronization with ZenDesk, Zoho, and Sales Force CRM. Should you not have a CRM System in place as yet, or are looking to upgrade one for your expanding business.

Customization of messages for personalization is a WhatsApp Bot forte! The system allows response to customer queries with approved pre-written template messages to communicate with customers anytime. One can also add images, video or downloading of forms/documents for a more concise context in serving your customers needs. Creating convenience is the key in reaching out to your customers instantly. Make use of these tiny-behind-the-scene miracle workers, who can operate 24/7.

For example, an insurance company can create a smart usage of WhatsApp bots. Much major insurance company provides Toll-Free 24 hours customer service. However, how many calls that come-in are an actual Emergency situation? But in actual fact can be categorize as outpatient.

By uploading images of different types of Terms and Conditions for hospital claims, and leading it to forms which the customer can fill in immediately to ease wait time. It also helps in emergency situation, at mid-night, when the customer is right at the hospital counters. By having a written Terms & Condition of what the policy entails, will help to lessen disputes. If it’s too complex a situation, then only will it connect to a live agent. Thus better planning for Human Capital allocation.

Last but not least, it offers a centralize omnichannel support onto a single platform. Allow your business to have a 360-degree view of customers regardless of the type of channel they decided to interact on. It could be through web page or blogs, through Facebook, or even IG. With a single click, it can lead your customers to the WhatsApp chat window. Capturing their sole attention.

The perfect way in gaining a competitive advantage by integrating WhatsApp Business Chatbot into Accordia Contact Centre solutions. By adopting an omnichannel customer service strategy, it provides an extra channel for your customers to reach your business or brands, easily and seamlessly.

SMEs’ within Malaysia, can be rest assured that support is reachable, with a base in Malaysia, and partners in South East Asia, and Nigeria. Connect with us today for more information on WhatsApp Business account solutions for your business.