WhatsApp顧客服務科技 助醫療機構提升效率

在新冠肺炎的推使下,業務網絡化成為大趨勢,越來越多企業和商戶把顧客服務移師至WhatsApp,醫療機構更是先行者。元朗眼科中心集團選用 WhatsApp 與客戶/病人保持溝通後,大幅提升營運及與病人溝通效率。 早在新冠肺炎在年初爆發之前,業務網絡化已是一個全球營商的大趨勢。除了傳統的客戶服務電郵、網站、Facebook和電話熱線之外,越來越多機構以即時訊息與客戶直接溝通。另邊廂,越來越多人希望以平日最常使用的應用程式得到即時回覆,而且可以有通訊記錄,方便雙方跟進。 在客戶服務「即時訊息化」的趨勢下,任何機構都需要更多人手攤分處理客戶短訊。以往只有Facebook Messenger才可以讓多於一位人員即時回應,但元朗眼科中心集團認為運作成效不理想,集團負責人表示:「起初我們用不同平台,如FB Messenger,但發現回覆率不高,所以有必要物色更可靠的聊天工具與客戶保持聯繫。WhatsApp是亞洲最普及的通訊平台,所以我們選擇以WhatsApp作為聊天工具,跟進所有客戶的通訊。加上WhatsApp對話有端對端保密,對客戶的私人資料更有保障。」 團隊共同管理 元朗眼科中心集團所選用的是由Clare.AI研發的WhatsApp官方合作夥伴WATI(WhatsApp Team Inbox)。這項終極網絡版WhatsApp API客戶服務技術,可以把企業客戶的WhatsApp API 帳戶用作團隊收件匣和市場推廣工具,並消除了WhatsApp Business App在同一時間只能在一部裝置登入的限制,讓多個用戶同時使用不同裝置,在WATI應用程式和Web版共同管理WhatsApp API帳戶。換言之,同一個WhatsApp號碼收到和發出的訊息,都由整個團隊都同時管理。 未使用WATI之前,元朗眼科中心集團設有三個WhatsApp帳戶號碼,由三位職員分開使用。這樣既讓客戶無所適從,不知道應該聯絡哪一個號碼,同時由於無法把所有通訊整合管理,在客戶服務質素方面難以做到統一水平。 自動回覆常見問題 使用WATI之後,元朗眼科中心集團透過團隊收件匣(Team Inbox)內的功能,讓多位團隊能夠同時登入,有效分配及回應每一項客戶查詢,大大提升回應效率及通訊質素。加上WATI可以建立預設回覆內容,省卻人手輸入回覆一些常見問題的需要。元朗眼科中心集團表示現在每個月處理的訊息超過10,000條 ,近半是由自動回覆機械人處理,員工可以把時間用於處理其他工作,團隊工作效率大幅提升。 市場推廣效率增加 除了提升團隊的工作效率之外,元朗眼科中心集團表示使用WATI亦有助於市場推廣工作。WATI 還提供「管理聯絡人」和「Broadcast」廣播功能,讓用戶在WATI介面直接管理聯絡人資料,並把聯絡人分類(例如VIP),然後一次過發出宣傳優惠和重要通知。負責人表示:「我們可以長期保存具潛力的客戶資料,在日後有推廣優惠時通知他們。」 如果你有興趣試用WhatsApp Web Team Inbox ,歡迎按此。 如對這個WATI有任何問題或意見,歡迎你透過WhatsApp聯絡WATI專員! WATI是由初創企業 Clare.AI 研發。該公司專用結合機械學習和自然語言處理科技,研發數碼助理和網上工具,其屢獲殊榮的客戶對話體驗深受「財富500」和跨國企業所信賴。Clare.AI亦有參與研發信諾醫療保的WhatsApp 聊天機械人,讓用戶快速根據醫生的姓名、地點和專科搜尋診所和預約。

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【新冠肺炎】 PolyU HKCC 放榜日只設網上報名 申請人問題多? WhatsApp 解答最⽅便

新冠肺炎第三波疫情嚴峻,城中所有重要活動紛紛另謀對策,當中包括應屆DSE考⽣最關注的自資專上院校副學士及高級文憑課程放榜日報名安排。理⼤香港專上學院(PolyU HKCC)為儘快解答入學查詢,決定選⽤WhatsApp 官⽅夥伴的客服 CRM 系統 WATI,即時⾃動解答申請人的問題。

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Difference between WhatsApp Messenger, WhatsApp Business App, and Business API

WhatsApp is a popular, reliable, and secure cross-platform communication service that prides itself with over two billion monthly active users across the world. All these users have picked its apps as the go-to method for interacting with their friends, family, colleagues, and customers.  It isn’t hard to see why. The platform is exceptionally user-friendly, intuitive, and offers lots of features that extend its functionality beyond mere text message exchange. Depending on the solution, these features include end-to-end encryption, support for

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WATI Featured by Join.chat – Top WooCommerce Plugin for WhatsApp

What could be better than one great platform? TWO great platforms working together! This is exactly what the newest collaboration is bringing to the table. Namely, WATI, the ultimate partner and WhatsApp web CRM (Customer Relationship Management) solution for businesses, has partnered with Join.chat, the top WooCommerce WordPress plugin for WhatsApp, to provide an even better service to businesses everywhere that want to use the most popular messaging platform in the world to spread their word and communicate with customers

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WhatsApp Business Use Cases for Ecommerce

WhatsApp has been recognized as one of the leading messaging platforms in the world, thanks to its simplicity, efficiency, and handy conversation tools at its users’ disposal. These traits have led to a rising interest from businesses as well, which is why the company has created its Business platform.  The platform comes in two forms: the free WhatsApp Business app suitable only for small and local businesses, and the paid WhatsApp Business API targeted to businesses with larger teams dedicated

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WhatsApp Business Mobile App for Multiple Users 

Helping over 2 billion users connect with one another and share content, the WhatsApp app is one of the most popular ways to message and call on various platforms - iOS, Android, or web. It owes its immense success and popularity to the many advantages it offers (like the ease of use, simple interface, video calling, document sharing, and the like), as well as options developed for different types of users in mind, small and large businesses included. However, while

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