Staying connected with customers – anywhere & all the time! Imagine a scenario: a customer sees your ad on a digital platform or a social media website and is intrigued by it. He checks out your social pages website, browses through different products & solutions and then drops off the website.

Now, imagine another scenario: a customer sees your ad on a digital platform or a social media website and is intrigued by it.  He sees a familiar green icon of WhatsApp and clicks on it to engage in a conversation with the brand, to know more.

In the first scenario, a customer engagement with the brand is completely lost owing to an incomplete digital journey.

For businesses that rely on constant customer engagement, capturing customer intent & digital touch points is very crucial.

According to Tyntec statistics, WhatsApp Business improves customer service by a whopping 225%. It is also said to boost sales by 27% and conversion rates by 20%. With these promising statistics and backed by cloud telephony, WhatsApp Business has enabled businesses to customise customer journeys and respond to customers quickly & easily.

Cloud telephony brings various communication systems and collaboration tools together. With Cloud telephony, phone calls can be routed to video meetings and the addition of WhatsApp Business helps in instant messaging which helps businesses reach leads quicker, wherever they are. Additionally with WhatsApp click-to-chat ads and cloud calling, your customer’s effort in contacting your business reduces - which thereby decreases the drop off rate of prospects and consumers. Businesses can now meet their customer demands with a single click.

1. Better ROI and lead generation

The cost of sending a message on WhatsApp is unquestionably lower than that of SMS.     Customers get the advantage of quicker, personalised and secure communication which lends a personal connection and this leads to higher engagement and increased conversion rates. This sense of security leads to a significantly higher conversion rate, with businesses generating even more leads.

2. Personalised engagement

Businesses can engage with their customers in real-time, provide instant support, and respond to customer queries quickly. The addition of cloud telephony services can enhance this engagement by enabling businesses to offer voice-based communication to customers. Cloud telephony solutions come with analytics and reporting features that enable businesses to track call data, including call duration, call volume, and customer satisfaction.

3. Ease of networking

The platform is more than just a way to communicate with customers. It's also a good way to communicate with employees. You can message up to 256 people at once using the ‘group chat’ feature. The app's video call tool, like Zoom or Skype, can also be used for professional networking.

Why move to a cloud telephony-based solution?

Cloud telephony-based WhatsApp for business is a service that allows businesses to use WhatsApp for customer communication using cloud telephony technology. The service offers a host of features, such as automated responses, personalised messages, and the ability to create templates for common messages. It also provides analytics to track customer interactions and insights into customer behaviour, which can help businesses improve their communication strategies.

To handle the volume of conversations, WhatsApp has made its API extremely flexible, allowing it to be seamlessly integrated with live chat tools and used to build a conversational support ecosystem. This makes it easier for teams to track, act on, and manage customer conversations, allowing them to build stronger relationships with their customers. The integration between both platforms helps businesses track and analyse customer engagement metrics - providing further insights into customer behaviour.

Vi Business cloud telephony solution implements the best practices for the wellbeing of your customers and end consumers. With this solution from Vi, enterprises can concentrate more on the core business areas by automating several processes using voice and SMS as communication channels.

The main features of Vi cloud telepony include:

• Completely based on an OpEx model
• Enterprises can choose from 10-digit and 1800 series numbers for their business
• Secure and customised API integration with enterprise applications
• Omnichannel experience for SMS and voice on the same 10-digit access number

In conclusion, the unified solution can be a powerful tool to improve your customer experience. With Cloud telephony backed by reliable and secure servers and no on-premise infrastructure switching is not difficult in the present times. By leveraging its features, you can provide a more personalised customer support, promote your products or services, and build a community of loyal customers.

MSMEs are the driving force of the Indian economy. At Vi Business, we believe in equipping them with the right digital tools and technology to thrive in today’s business world.

Our ReadyForNext assessment helps MSMEs gain insights into their digital readiness and access India’s largest MSME study. 

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