Do you know envialia, the Spanish parcel delivery company? At indigitall we consider it a good example for you to discover all the possibilities of the WhatsApp Business API. The company has a chatbot on the platform, through which the most frequent customer queries are resolved. Beyond the automated responses, with this conversational assistant you can also talk to an agent, face to face.
Below we explain the functionalities of this live chat launched by the delivery company. Don’t miss it.
envialia’s profile on WhatsApp
When you access to chat with envialia you can see its logo, accompanied by its claim, the hashtag #cargadosdeoptimismo. In addition, if you click on its avatar, you will read its welcome message and the data included in its company account on WhatsApp. It describes itself as an “express courier company”, and includes an email account, as well as the web and physical addresses of its headquarters. Simple, isn’t it?
What functionality does a live chat bring to the customer?
The customer is greeted with a simple “May we help you?”, so that they can access one of the following options through the chat: “My nearest Service Center”, “Shipping and tracking information”, “I want conditions and rates” and “I want to work at envialia”. Each of these options is within the same menu, differentiated by an identifying number that will make the interaction with the customer much easier and comfortable. The customer only has to answer with the number associated to his choice and, immediately, the corresponding message will appear in front of him. Although, since it is an express courier company, one of the most frequently consulted options will be about the status of the shipments.
If you choose the first alternative, you will read: “click” 1 if you want to contact your nearest CS”, on the other hand, what if you want to check rates? You will have to indicate whether you are an individual or a company and then you will receive a link to the corresponding website along with the suggestion to type “agent” if you prefer a live chat with a member of the Customer Care team for more information.
In addition, the WhatsApp Business API allows synergies to be established. And it is through this bot that the user can even consult information on how to work with them. If you want to be one of their employees, for example, through WhatsApp they will tell you that you must pass a test to access their database waiting for a vacancy.
A tool full of possibilities
WhatsApp has become one of the main customer service channels for this company, which takes advantage of this platform to let its recipients know that it is actively listening to them. It is adapting to the new times with this channel that can be accessed more quickly and conveniently (and for free!). It is not a simple copy and paste, but a tool that will serve them to quickly resolve their generic queries and on the other hand, to personally contact someone from the team, feel listened to and respond as soon as possible to their request.
As you have seen with the example of envialia, the WhatsApp Business API offers you the possibility of automating processes, ideal if your company handles a large number of customers. It is another way to increase your conversions and improve your engagement, to which you can add other features that we offer in indigitall.
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