How You Can Use WhatsApp As A Customer Support Tool

By Vanhishikha Bhargava

November 19, 2021

WhatsApp Business was launched with the very intention to make it easy to personally connect with your customers. That’s why we believe that WhatsApp for customer support is the way ahead! 


“Treat every moment with a customer as an opportunity to build a relationship.”


That’s why Whatsapp is a great medium for customer support as compared to traditional communication channels like emails. This is because WhatsApp promotes a more personal connection through ‘chatting’. In fact, 80% of adults agree messaging is a quick and easy way to communicate with a business. 

Now when 96% of consumers state that customer service offered by a brand is of utmost importance to them, why not leverage this channel. 

Let’s talk about it a little in detail. 

How can you use WhatsApp Business API for customer support?

There are a number of ways in which you can use WhatsApp for customer support. But we’re here to give you examples based on those used by leading businesses. 

Handle common customer queries

Customers expect quick responses when they reach out to businesses with their queries. With WhatsApp, you can provide them with instantaneous replies through one-on-one communication. For example, when someone needs assistance picking the right product size for themselves or finding the sizing guide on your store! 

With smart WhatsApp marketing tools like Interakt, you can also set up automations to handle most of these incoming queries. 

Collect feedback 

Feedback is a big part of how consumers feel about your business - whether or not they have purchased something from you. With WhatsApp customer support, you can also use the conversation to gather feedback and reviews on either your products or your service, getting to know about customer expectations in a better manner. 


Send status updates

Updating customers about the status of their order is a prime customer service necessity. You can use WhatsApp to inform customers about the exact status of their order and other key information. 


Share notifications instantly 

Unlike traditional communication channels like email, customers are more likely to read messages sent on WhatsApp. This is why sending notifications and reminders through this app can help a lot and will also reach the user instantly. From invoices to appointment reminders to order updates, you can send it all in mere seconds.


Highlight products and services 

WhatsApp Business lets you create a catalog of your products so that customers can be easily sent information when they reach out to you for support. 

Scale customer communication

WIth WhatsApp broadcasts you can send out bulk messages to a large number of people. Furthermore, with the use of media files like images, videos, GIFs, among many others, you enhance your communication with your customers.  

What are the advantages of using WhatsApp Business Api for customer service?

Apart from the fact that most of us today use WhatsApp for our day to day communication, here are a few reasons why WhatsApp customer support will benefit your business. 

Massive reach

WhatsApp has over 2 billion monthly active users, making it the number one messaging app. So a consumer you want as a customer is most likely already using the app! 

Easy and fast

Customers usually always have a phone with WhatsApp and are also constantly checking for new messages. Think about the number of times that you open, send and receive messages in this app in a day!

Stay organized

You can easily organize your contacts or chats with labels, so you can find them again without any hassle.


Quick messages with saved templates

Save and reuse WhatsApp business message templates you frequently send so you can easily answer most-asked queries in no time! Get all the WhatsApp marketing templates you need here


Automate conversations

Engage with your customers at every stage of their buying journey, with automated business notifications. From triggering automatic WhatsApp messages when your customer takes an action (or doesn't!) Using rich media templates (images, videos, PDFs) with interactive elements like CTA / Quick Reply Buttons, Interakt can help you grow your business faster with WhatsApp Business API


Can you have multiple admins for your WhatsApp Business account? 

It's no easy task to handle all of your customers with a single WhatsApp Business account. You will need multiple company representatives working together to deliver outstanding customer service. 

Certain customer queries cannot be cleared with just automation and may require an actual person to take the conversation forward. Instantaneous replies to such queries can become a hassle if only one person has access to the WhatsApp business account

How do you handle the huge volume of incoming customer queries then?

That's where a shared team inbox comes in handy when you’re leveraging the WhatsApp Business API. 

With WhatsApp multi device feature, your entire team can view all customer messages on a single dashboard. This will allow them to simultaneously reply to a large number of user queries and all the responses will appear to be sent from that same WhatsApp Business account.

The shared team inbox lets you get your whole team on board with unlimited team member logins. You can easily stay on top of all your customer chats having it in a unified dashboard that lets you manage, track and respond to messages on the go.


Level up your customer support with WhatsApp Business API and Interakt

WhatsApp provides one-to-one and encrypted communication. This is going to add a lot of value to your customer support strategy. You should consider making it part of your customer support now. 


Sign up for Interakt today and get access to WhatsApp Business API! At Interakt, we let you get started for free with a 14-day free trial program - that’s right you can take the platform for a spin and explore the entire solution stack for free!

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