WhatsApp grew big. In early April, the company announced to have attracted 800 million active users, of which 9.5 million were located in the Netherlands. WhatsApp is also getting increasingly popular in the business segment. That's good news for Facebook shareholders and for customer service managers all around the world: the interest and audience for WhatsApp customer service is growing by the day, even here in the Netherlands!

Multiscope conducted a research among more than 1,300 Dutch consumers for the use of WhatsApp. The results where spectacular: 90% of smartphone owners use the app on active basis, and eight in ten Dutch have WhatsApp in the favorite dock or on the home screen.

Dutch users of WhatsApp are receiving 65 messages on a daily base while they sent out 30 on average. Especially consumers aged 18-34 regularly use the application. And almost half of them communicates with companies via WhatsApp.

No wonder companies are increasingly offering WhatsApp as a customer contact channel. Once only reserved for large companies such as KLM and T-Mobile, it is now a medium on which small to medium sized businesses can easily get started, thanks to easy and accessible application such as Casengo.

WhatsApp: beneficial for businesses!

WhatsApp has huge benefits for companies:

  • WhatsApp supports pictures – and you know what they say: a picture says more than a thousands words. This leads to better communication and customer service!
  • Unlike Facebook and Twitter, WhatsApp is a closed channel. Conversations are therefore completely private.
  • WhatsApp is one of the most widely used communication channels in the Netherlands.
  • With WhatsApp, your company will be listed among your customer's friends. It can't get more personal than that.

WhatsApp will likely continue to grow. Facebook has indicated they would like to attract 1 billion active users on WhatsApp. In short: will be continued!

Start offering Whatsapp customer service as well!

Experience positive effects of WhatsApp on your website conversion and customer satisfaction yourself, and try it free! It's easy to implement, and doesn't requires any technical knowledge. And if you still need help, we are there on weekdays from 9:00 to 17:30 to you free support by email, live chat, telephone and of course WhatsApp (+31 6 25586738).

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!