Without a doubt, WhatsApp is one of the most popular communication tools available today. But not many know that it is also a key tool used in business communications. This is mainly due to its ease of use and many handy features like group chats, file sharing, voice calls, etc. Over the past few years, WhatsApp has proven to be a great asset for businesses looking to offer good customer service. Now, we all know customer service is critical for building and nurturing strong relationships with customers. By using WhatsApp for customer service, businesses have enjoyed improved customer satisfaction, loyalty, and advocacy, all of which are driving their business growth. But to make your ‘good’ customer service into an ‘excellent’ one, you need the help of another key piece of technology called a Virtual Number. In this post, we will take you through 5 compelling reasons to use a virtual number for WhatsApp.
What is a Virtual Number?
A virtual number is like your regular telephone number. The only difference is that it is not tied to any traditional PSTN networks or landlines. Sometimes, it is called Direct Inward Dialing (DID) or Access Number.
A virtual number mainly uses the internet to connect to phone networks. The working of a virtual number is pretty straightforward –
- The technology behind virtual numbers converts audio signals into data packets.
- The data gets transmitted to a cloud-connected device
- A call automation software transforms this data back into audio signals.
The best part about virtual numbers is that you can make or receive calls on any device of your choice. It could be a mobile phone, a desk phone, or even a softphone, etc.
When you use a virtual number for your business WhatsApp account, you enjoy many perks and benefits. In the next section, we will look at 5 such powerful benefits.
5 Reasons why your business needs a virtual number for WhatsApp
There are numerous reasons why businesses should consider using a virtual number for WhatsApp. Here are 5 popular ones –
Reason 1: It provides a local phone number for customers in different countries
A local phone number can make it extremely easy for customers to reach you. This is mainly because they are more likely(and willing) to call a local number rather than an international one. A local number generates a lot more trust among users than an unknown international number. This is quite important for businesses operating in multiple countries or that have a global customer base.
Besides the above reason, having a virtual number for WhatsApp can considerably boost the branding and professionalism of your business. It gives an impression to the users that you have a local presence in multiple countries, even though you are operating from a single country.
Reason 2: Improved Call Routing and Prioritization
With the help of a virtual number, you can route your incoming calls to different agents or teams within your organization. For instance, calls from a specific country can be routed to an agent who speaks that particular language. Or customers with more urgent issues can be prioritized, and their calls can be sent to the high-priority support team.
This will not only improve the efficiency of your customer service operations but also ensure that your customers are instantly connected with the right person to help them. Virtual numbers enable you to create multiple WhatsApp numbers for different departments. This allows customers to reach the right department instead of having to go through multiple channels to reach the right team. Long story short, there is an improvement in customer experience as you can handle multiple customer interactions together.
Reason 3: Enhanced Tracking and Analytics
By linking WhatsApp to a virtual number, you can track and monitor customer interactions. This will help generate valuable insights into your customer preferences and pain points. This, in turn, can be used to improve the overall customer experience. And that’s not even the best part. You can analyze customer interactions in real time, which is essential for identifying and addressing issues as they arise.
For instance, if a large number of customers are calling about a specific issue, you can take immediate action before it balloons into something bigger. This will prevent any sort of negative publicity for your business.
Virtual numbers can also be integrated with your CRM, thereby enabling you to track the customer journey and create tailored experiences for them, resulting in more upsells.
Reason 4: Increased Flexibility and Scalability
By using a virtual number, you can add or remove phone numbers as and when needed. You can change the count based on the size of your customer base at that time. This means you can quickly adapt to any changes in customer demand and scale your customer service department as the business grows.
Additionally, virtual numbers also offer complete flexibility as far as the location of your customer service team is concerned. You have the ability to route calls to team members in any location, which is quite beneficial for businesses with a distributed workforce. You will not only be able to provide 24/7 customer support but also have a global presence, which can boost your image.
Reason 5: Potential Cost Savings
This is probably the most important reason to use a virtual number for WhatsApp. It offers tremendous cost savings as you are able to reduce most of the charges associated with traditional phone systems, such as long-distance charges, international calling charges, and the cost of maintaining a physical phone infrastructure.
Virtual numbers also reduce the cost of running your customer service team. For example, thanks to intelligent call routing, your calls will always be directed to the right agent who will be prepared to handle the customers better. This will eliminate the idle time of the agents, drive their productivity, and reduce the cost of maintaining the team.
Using a virtual number for WhatsApp can provide a range of benefits for businesses of all sizes. It is the most effective and probably the easiest way to improve customer service and drive growth in your organization. Now that you have a good understanding of the benefits of a virtual number for WhatsApp, the next step is to adopt virtual numbers for your business. This is where FreJun comes into the picture. We are a cloud telephony provider and one of the best virtual number providers in India who have helped hundreds of businesses scale their communication process. To know more about FreJun, sign up for free.