Call centres replaced by WhatsApp customer support


Haptik and Hello.de provide new platforms for digital customer service using WhatsApp-style messaging platforms.

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In the US, over 50 percent of companies currently provide customer service via social media, and we have already seen Places enabling customers to talk to any local business via text message. Moving customer relations online makes support teams more available and approachable, significantly cutting down on the stress and costs associated with call centres. Now, two new solutions from Germany and India are hoping to help the rest of the world’s businesses catch up — providing new platforms for digital customer service.

Haptik is a mobile messaging assistant from India which enables customers to receive real-time support and information for over 200 international companies, including American Express, BMW, British Airways and many more. Users begin by downloading the app to their smartphone or tablet. They then send a query to Haptik via the WhatsApp-style platform and an assistant will respond within six minutes. The platform’s experts — who specialize in specific areas such as wireless and telecom or food and delivery — offer a huge range of services from finding a mobile plan, to locating a nearby ATM, to troubleshooting a customer’s IT problem. Users simply browse the categories in the app to see if Haptik can help with their particular problem. As more companies come on board, potential services offered will continue to expand.

In Germany meanwhile, Hello.de offer a similar service using the pre-existing social messaging platform — WhatsApp — as well as social media sites including Facebook and Twitter. Businesses can outsource their customer services to Hello.de who will provide a gateway platform on WhatsApp where consumer problems and enquiries can be seen to by Hello.de’s e-commerce sales assistants. Additionally, their staff can respond to queries on Twitter and Facebook, managing the companies’ reputation and offering customers a more enjoyable alternative to lengthy, costly phone calls.

Are there other businesses that could make use of these services?

Website: www.hello-online.de & www.haptik.co
Contact: www.hello-online.de/contact & www.haptik.co/contact

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About Framework Marketing Group

Framework Marketing Group has access to and is able to provide a range of co-ordinated creative thinkers…as and when you need them. It’s a marketing communications company with a toolbox of resources able to be used on an “on-demand” basis. The focus is on communication tools that evaluate brand strategies and interpret consumer behaviour to ensure a consistent and practical brand communications programme. Specifically: 1. Build strategic marketing plans: Understanding market data so strategic marketing plans have practical outcomes and communications to target markets are effective. 2. Communication audits From analysis of all messages – understand how customers really think and then recommend improvements to messages and media channel selection 3. Brand evaluations Establish how robust the brand equity is with each target market so communications to them is relevant 4. Integrate all communication channels Recommend an effective mix of communication channels to achieve economies of scale timing and content compatibility 5. Interpret market research Understand and fix gaps in market knowledge for consumers, customers and staff 6. Sales strategies Develop sales strategies from a foundation of core marketing platforms so all communications to market are complementary to each other
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