While enterprise businesses may have a team of live agents to attend to calls, most are not able to offer a 24/7 support service or have a long waiting period to start a conversation with the online shoppers.Ī study shows that more than 76% of all consumers prefer the traditional medium of using phone calls to seek customer support from businesses. Most businesses have a business phone number set up to offer customer support on phone calls. How does customer support on phone calls work? In this blog, we’re going to walk you through how customer support typically works on phone calls and WhatsApp as a recap, and then move towards explaining a strategy where you can integrate the two to work better. This is where the strategy of using phone calls and WhatsApp for customer support come into play, leveraging the best capabilities of each of the platforms to offer a quick turnaround time to shoppers. The turnaround time only increases when the customer support is being offered on call. While they may have a live chat implemented on their website, it often takes them anywhere between 24 hours or more to respond to a query. When it comes to offering customer support to online shoppers, most brands tend to falter. Learn how to use IVR deflection to WhatsApp for offering effective ecommerce customer support.
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