Today there is a new version of WhatsApp available in the Play Store. Some features are new: custom notifications, new emoticons and mark as read or unread.

WhatsApp for Android (Play Store)

After several beta releases WhatsApp has finally released a new version for those who are eagerly looking forward to the official Google Play Store update. The latest version v2.12.250 includes all the features we've seen in the beta updates.

With this version you will be able to use your smileys in different skin tones as was previously only possible in the iOS app or WhatsApp web app via your desktop browser.

Also present in the Play Store version is now the middle finger emoji 'reverse hand with the middle finger up'. Previously, this emoji was hidden in the beta release and now directly available from the keyboard.

There are also a set of new custom notifications released. This allows you to temporarily block chat conversations for example, eight hours a week or a year. There is also the ability to mark a conversation as unread and mark as low data usage for voice calls.

There are more features available that were not available in the beta as language support and the ability to save messages or contacts.

Rather want an integrated Whatsapp customer service solution?

Are you interested in Whatsapp support software for your business? Then create a free Whatsapp service test account now. In three minutes you are online and send messages from a Whatsapp phone and received or send messages to your Casengo help desk software immediately. Just make sure you don't have a (prepaid) SIM card in use on a mobile smartphone which WhatsApp is active on. If you like you can read the detailed instructions on how to connect a Whatsapp phone number to your Casengo team inbox .
Any questions? Please let us know, we're glad to help.

Customers love WhatsApp!

Als respons op de toenemende vraag naar een efficiënte WhatsApp klantenservice tool voor bedrijven, lanceerde Casengo een paar maanden geleden een WhatsApp integratie - als eerste all-in-one klantenservice applicatie ter wereld. Onze tool, die klanten in staat stelt om WhatsApp conversaties met meerdere gebruikers te managen via één centraal nummer, is inmiddels uitgegroeid tot één van Casengo’s meest geliefde functionaliteiten.

We hebben in de tussentijd niet stilgezeten. Op basis van de waardevolle suggesties die we van klanten mochten ontvangen, ontwikkelden we nieuwe functionaliteiten die het werk van klantenservice medewerkers wereldwijd nog verder vergemakkelijken.

1. Activeer een welkomsttekst of automatisch antwoord

Stel een welkomsttekst in die automatisch naar klanten wordt verstuurd na hun een eerste WhatsApp-bericht. Ideaal om je klant alvast op weg te helpen met algemene tips, en ze bijvoorbeeld te wijzen op de tijden dat je via WhatsApp beschikbaar bent. De welkomsttekst kan je instellen via de 'admin instellingen' > 'kanalen' > 'WhatsApp' en kan natuurlijk ook worden uitgeschakeld.

2. Verstuur en ontvang foto's en afbeeldingen

Casengo's WhatsApp integratie ondersteunt nu foto's en afbeeldingen. Je kan deze in alle gangbare formaten versturen en ontvangen. Handig voor je klanten! Ze kunnen bijvoorbeeld defecte producten op de foto zetten, of jij kan meteen laten zien in welke kleuren je het gewenste kledingstuk op voorraad hebt. Je kan de afbeeldingen vervolgens ook met een druk op de knop per e-mail forwarden, zodat je ze zowel met collega's als externe partijen kan delen.

3. Start WhatsApp conversaties met bestaande WhatsApp klanten

Nieuw is de mogelijkheid om vanuit een afgesloten WhatsApp conversatie een nieuwe te starten. Zo kun je klanten gemakkelijk naderhand opvolgen. Het enige wat je hoeft te doen is een gesloten WhatsApp conversatie te openen en vervolgens naar de avatar (schermafbeelding) in de linkerbovenhoek van het scherm te gaan. Klik erop en voilà: de nieuwe case opent zich direct.

4. Stel een WhatsApp naam en status in

Vanaf vandaag kan je, net zoals je gewend bent van de WhatsApp applicatie op je telefoon, een naam en status instellen. Zowel de naam en de status kunnen op elk gewenst moment worden gewijzigd. Tip: gebruik de status om openingstijden aan te geven of bijvoorbeeld de link van je website te communiceren.

5. Stel een profielfoto in

Bied persoonlijk WhatsApp support aan door een profielfoto of avatar in te stellen. We ondersteunen afbeeldingen in png, gif, jpeg en jpg formaat.

Ervaar de positieve effecten van WhatsApp service op je website conversie en klanttevredenheid nu zelf en probeer de WhatsApp klantenservice software helemaal gratis!. Zonder tussenkomst van een medewerker staat jouw gekoppelde WhatsApp nummer binnen 5 minuten op je website. En mocht je toch hulp nodig hebben, dan bieden wij van 9:00 tot 17:30 gratis support via e-mail, live chat en telefoon aan. En aan WhatsApp support (+31 6 25586738) doen we natuurlijk ook!

Since we launched the WhatsApp integration for Casengo in closed beta 2 months ago, a few dozen companies have been testing it enthusiastically. Very exciting times for both our testers and our team; together, we discovered the power of WhatsApp as a customer service tool. One of our recent testers reported having made two deals on his very first testing day!

As a reader of this blog, you’re aware by now how crucial it is to meet customers where they are and serve them on their preferred channels. Facebook used to be considered an effective way to do this, but it now has very little reach. With WhatsApp, however, you send a message that your customer receives immediately – on a device (s)he carries along at all times (especially if their wrist is adorned with an Apple Watch). It’s gold.

Let’s talk conversion

OK – so how do you go about it? Fortunately for Casengo users, helping (potential) customers over WhatsApp no longer involves fat fingers or a tiny smartphone screen: users of our WhatsApp integration are comfortably typing away on their desktop, laptop, or tablet/smartphone if they insist. Straight from the Casengo inbox, we enable them to have WhatsApp conversations just as easily as conversations through email, live chat or social media.

But let’s talk conversion. Conversion is all about responding in the right way at the right time. And the right time, these days, is as soon as humanly possible. Now, if your company’s name figures in your customers’ WhatsApp contact list, what’s stopping them to ask a question as it pops into their head whilst browsing your website or even reading one of your magazine ads?

Show them you care

If you’re smart enough to respond right away and satisfy their curiosity, they’re well on their way to what might be considered an impulse purchase – a purchase of a product that might not even have been on their wish list if it wasn’t for WhatsApp.

WhatsApp is equally interesting for existing customers. Problems with a purchased product? Allow your customers to grab their smartphone and app their question. And surprise them: they’ll be happy to see the words ‘typing…’ underneath their WhatsApp message very soon indeed. You’re coming to their rescue – because you care.

Offer personalised services

In India, where WhatsApp is even hotter than here in the Netherlands, customer service through WhatsApp has an astounding conversion rate – as high as 80%. “India's favourite instant messaging app,” the India Times reports, “is now being used (…) to promote, sell, and offer after-sale-services.”

India’s pioneers in customer service through WhatsApp were small and medium entrepreneurs. Meanwhile, however, even big luxury brands (Cartier, Armani, Diesel) are WhatsApping their way into extraordinary customer service.

Brick-and-mortar businesses are finding that customer service through WhatsApp is the most effective (and cost-effective) way to keep in touch with their regular customers. “Selling luxury is all about offering personalised services,” a CEO explains in the India Times article. “Platforms like WhatsApp enable that, which is why brands encourage their store managers to make an extensive use of it.”

What’s that – you’re not making use of it at all? Sign up for our closed beta! Enter your email address here to test WhatsApp for Casengo, and boost both your conversion and your customer satisfaction rate - before your competitors do.

Our phone and chat lines haven’t stopped buzzing since news got round about our new WhatsApp integration. Our hackathon in January resulted in a working prototype, making Casengo the first ever multichannel platform to integrate WhatsApp successfully.

We started testing it internally for a few weeks, then moved onto a closed beta programme. Our beloved guinea pigs are now able to manage WhatsApp conversations just as easily as emails, chat messages and social media posts, using the Casengo team inbox. Casengo enables them to prioritize messages, assign conversations to team members, view the customer’s history and use pre-set responses to react faster than ever.

Since the start of our WhatsApp adventure, we added the following features:

  • conversation and case management
  • team inbox
  • follow up with live chat and email
  • contact online / offline status
  • contact/agent typing

Coming up: bigger volumes! We’re now looking for closed beta testers expecting to get 50 to 100 WhatsApp messages a day. Is your company interested in boosting productivity and conversion using WhatsApp for your customer service? Enter your email address here.

We’ll be moving onto open beta this month - stay tuned!

Starting to use any new system can seem overwhelming, but fortunately Casengo isn’t the sort of software with a steep learning curve. You can start using it in a matter of minutes. One part of Casengo that we highly recommend is the knowledge base. This nifty feature, which can be as simple or as complex as you’d like to make it, is guaranteed to make your working life easier.

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What’s a knowledge base?

You can use your knowledge base (KB) to easily share relevant bits of information with your customers. Its main function is to fuel your online list of frequently asked questions (FAQs). And it can also suggest answers automatically when an online visitor asks a question through live chat. A knowledge base basically empowers and stimulates your customers to quickly find the answer to any question they may have. Self-service rules!

All Casengo customers are given a company domain on the Casengo server to use as their very own. Find yours right now at https://yoursubdomain.casengo.com.

When you get started, your KB will be frighteningly empty. All that freedom! Where to begin? That’s why we’ve put together some step-by-step instructions to get you started. Keep in mind that you don’t have to do a whole lot of work to assemble masses of info before you start using your KB. Just add information as and when you need it, and let it grow from there. And don’t forget to add your company logo!

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Step 1: Learn how to use your knowledge base effectively

When filling your KB with questions and answers to frequently asked questions (FAQs), remember all the information in your KB is there for one reason and one reason only: to give potential or existing customers a good and fast answer to a likely question. It’s mostly about obvious stuff, such as payment options, but also about information that didn’t fit neatly into the structure of your website. Don’t be afraid to have just a couple of FAQs in your KB if that’s all you think you need.

You might think that a chock-full KB makes your company look much bigger and more important, but all you’re really doing is hiding the necessary information amongst a lot of unnecessary stuff. And the harder you make it for customers to find the info they need, the less likely they are to buy from you, which is counterproductive. So keep it simple.

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Step 2: start offering live chat on your website (if you don’t already)

The knowledge base can be a tremendous asset to live chat. If you combine them, each question entered through live chat is first ‘filtered’ in case it’s an FAQ. If you are using Casengo and have enabled pre-chat, Casengo will provide the relevant articles from your knowledge base in response to each customer’s chat request.

These pre-made responses save time for both you and your customers: the latter are presented with the most relevant link(s) to answer their question and might not even need a live chat conversation any more. And the FAQs also save you time as they make it easier for your customers to help themselves without needing to engage with you. But because they know that you’re there to chat with them if they need it, you get the best of both worlds.

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Step 3: Show ’em what you got!

Many businesses seem to think that creating nifty features is enough, but unfortunately that’s not the case: you’ve got to show people what you’ve got. And with a bit of effort up front, you’ll be able to save your customers (and yourselves) an awful lot of time down the track.

So now that you’ve put all this work into putting together the most effective KB possible, you’d better share it with the world. Write a nifty little explanation that you can post on your company’s Facebook Page. Include a link in a prominent place – probably on every page – on your website. Tweet about it. And depending on the type of company you run, a short blurb in your email signature could be just the thing to alert loyal clients to the existence of your new knowledge base.

It can be tempting to believe that building an effective website requires an enormous budget and a massive team, but the truth is that the simplest solutions are often the most effective. When you’re trying to figure out how to compile the best possible knowledge base, remember to make it as simple as possible – without overdoing it. As Einstein allegedly said: “Everything should be made as simple as possible, but not simpler.”