Using WhatsApp for Support

Using WhatsApp support gives businesses numerous benefits...

Here I explain our business reasons for using it at Vander Host.

I am a partner in a hosting business. In our hosting business WhatsApp has revolutionised technical support. It's taken technical support and customer wait times from a pathetic and slow ticketing system whereby you have to wait for hours or days or weeks for a reply, to a pro-active rapid response system where issues are addressed and resolved.

One might think it's intrusive - or too personal.

But in fact, it's completely necessary. 

The reasons are simple:

• WhatsApp allows immediate engagement

• Immediate engagement leads to problem isolation

• WhatsApp allows screenshots

The premise of solving any computer problem is the process  of isolation. When a customer experiences a technical glitch it's often not good enough to simply report it. In most cases the receiving party needs to isolate the problem. If the technical support agent can't isolate the problem by direct engagement, it will cause unnecessary delays and poor communication. This will waste a huge amount of resources. By using WhatsApp we are quickly able to ask the right questions and take the issue to the next step.

The point about about screenshots is kind of obvious. Technical jargon, passwords, etc. are best served digitally. By using screenshots the customer and/or tech support agent can clearly communicate as to what the problem is. The cherry on top of course is to use Anydesk. Technical people can solve problems in seconds using Anydesk whereby talking and email and even screenshots can waste precious hours.