Customer support via Whatsapp
More and more organizations explore the possibilities of business deployment of WhatsApp ®, especially for social CRM and customer service. Appcare is offered fully integrated within OBI4wan, but is also usable as a stand-alone tool. By coupling the number conversations by the entire team managed, based on specific access rights.
OBI4wan's webcaretool gives you a powerful communication channel to communicate with customers in an accessible and personal way.
Webcare via WHATSAPP ® with OBI4wan
Messaging platforms like Facebook Messenger WhatsApp ® and develop into a channel for business customer contact; as a service channel or marketing channel. More and more organizations discover the benefits of dialogue with customers via personal messaging. The personal nature and the low threshold are seen as great advantages of appcare.
History and context via (Social) CRM
Context is important within a conversation. The coupling of client accounts with the Social CRM feature you have a complete overview of the (previous) conversation via Twitter, Facebook, LinkedIn and messaging platforms. In addition, OBI4wan offers advanced API links with virtually any CRM package, for example, for the exchange of detailed customer information.
Measure your Webcare KPIs
With the extensive reporting module of OBI4wan you measure all your key performance indicators for appcare. So you have in addition to insight into the number of messages, subject and sentiment also insight into the activity of the social CRM staff. In this way you determine the impact of messaging apps as a customer service channel and measure your easy via what channels the contact with customers.
With the extensive reporting module of OBI4wan you measure all your key performance indicators for appcare. So you have in addition to insight into the number of messages, subject and sentiment also insight into the activity of the social CRM staff. In this way you determine the impact of messaging apps as a customer service channel and measure your easy via what channels the contact with customers.
Appcare and privacy
When providing service and webcare, organisations must be aware of the rules and legislation concerning the use of business WhatsApp®. When processing personal data, you have to deal with the Personal Data Protection Act (Wbp) and the Data Breach Notification Act. You may only use WhatsApp® as a service channel if the user adds you to his contacts and is the first to contact you (opt-in). Furthermore, it is mandatory to clearly state the purposes for which the call data is processed. Asking for sensitive personal data, such as an account number or social security number, is not recommended.
OBI4wan and Social Sales queries contact via WhatsApp not to personal data or data for login.
When providing service and webcare, organisations must be aware of the rules and legislation concerning the use of business WhatsApp®. When processing personal data, you have to deal with the Personal Data Protection Act (Wbp) and the Data Breach Notification Act. You may only use WhatsApp® as a service channel if the user adds you to his contacts and is the first to contact you (opt-in). Furthermore, it is mandatory to clearly state the purposes for which the call data is processed. Asking for sensitive personal data, such as an account number or social security number, is not recommended.
OBI4wan and Social Sales queries contact via WhatsApp not to personal data or data for login.
