WhatsApp Integration for Superior Support and Communications

WhatsApp Integration for Superior Support and Communications



WhatsApp's widespread adoption and familiar interface makes it an ideal choice for businesses to interact with customers directly, providing customer service, support, and updates in a user-friendly manner. Zoho FSM's integration with WhatsApp helps you achieve exactly this - a seamless communication channel between your field service team and customers.
 
Zoho FSM's integration with WhatsApp will enable you to do the following:
  • Automate the process of sending personalized WhatsApp messages based on specific actions or events by combining WhatsApp notifications with workflows.
  • A web interface to send template messages or respond to WhatsApp messages from customers.

Engage Customers with Personalized WhatsApp Messages

You can send automated messages to customers via WhatsApp that will help you keep customers informed and provide a more personalized experience. Below are some examples:
  • Welcome Message: Whenever a new customer comes on board, promptly send them the necessary details to familiarize them with your product.
  • Marketing message: You can send across promotional messages to market your products or services to opt-in customers.
  • Service updates: You can provide regular updates to customers about the progress of their service request through WhatsApp.



You start with creating a WhatsApp Template which is a pre-approved message format that allows businesses to send personalized and interactive messages to their customers on WhatsApp. It can include text, images, buttons, and other interactive elements. You can create either a Marketing or a Utility template. You then create a WhatsApp Notification with it. Finally, you use the WhatsApp notification in a workflow to automate the process of sending personalized messages based on specific actions or events.

 

 
  

Facilitate Real-time Communication  with Customers

The service team can use WhatsApp to communicate with customers directly from Zoho FSM. They can send updates and receive messages or inquiries from customers in real-time. This ensures efficient and instant communication between the two parties. From the WhatsApp tab, you can manage all the WhatsApp communication with your customers. This allows you to have all customer communication in one place, making it easy to keep track of conversations and provide timely responses. Multimedia sharing, such as photos, videos, and documents, is also possible, enabling the service team to easily share visual evidence of completed work, instructional videos, or important documentation with customers.


 
From the WhatsApp tab, you can perform the following actions:
  • Assign To: When a customer initiates a conversation, it is necessary to assign a Zoho FSM user who will handle the conversation with the customer. The user who is assigned the conversation can also transfer (switch) it to another Zoho FSM user.
  • Pick Up: Upon receiving a new conversation from a customer, a user can pick up the message and assign it to themselves so that they can handle the conversation with the customer.
  • Switch To: The user who is assigned the conversation can reassign (switch) a conversation they are handling to some other Zoho FSM user.
  • End/Reopen Chat: When you want to conclude a conversation, you can end the conversation. You can reopen the conversation, if need be. After you end a chat, any new message received from the customer will be considered a new conversation.
 

 
Please refer to the help documentation for in-depth details. Do feel free to leave a comment below or email us at support@zohofsm.com if you have any questions.

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