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Bots chatbot chatbot persona ReadWrite Tech

The Ultimate Guide On How To Develop Your Bot Persona?

chatbot persona

Every bot has a voice, but does every bot have a personality? Do bots even need a persona? It’s no secret that conversational interfaces make conversational interfaces enjoyable, but what do you think?

Conversation interfaces are created for better interactions between humans and machines. When the conversations are human-like, the experience becomes more interesting when you develop your own bot’s persona.

Why does your bot need a unique character?

A personality gives your chatbot or voice assistants a relatable feel, making it seem more trustworthy and reliable. Also, a personality helps in creating an understanding in a way how the bot will talk- tone, language, style. A chatbot somehow removes that cold, machine-like feel attached to technology.

We humans project traits into everything, and when there’s something that talks like us, how would we not associate it with a personality?

If you don’t craft the personality of your chatbot or voice assistant, people will do it for your brand. So you don’t want your brand to get along with those traits or characters. And, if your bot has strong opinions, it should have a personality that aligns with the brand tone and values.

Also, personalization is the name of the game today, and conversational experiences need to be personal and engaging, offering users that emotional connection that they want from a brand.

Building/Develop your chatbot persona.

Now that you truly understand why your bot needs a unique personality. Let’s talk about the factors you need to consider when you develop your bot’s character –

1. Your brand personality

The first place to look into should be your organization and the personality attached to it.

  • The brand tone you use on your website and across social media
  • The personality of your top management and executives who speak on behalf of your organization
  • Your mission and vision statements

When looking at it all together or side-by-side, you might see a common thing or characters; these can be a good start.

2. Your customers

Your customer point of view might already be playing a role in a lot of many decisions you make as an organization, and it would also play a key role in developing your bot personality.

  • Who are your customers
  • How do they talk
  • What demographics they come from
  • How well-versed they are with technology
  • What issues they face most with your product or service

Most of us feel good when we talk to someone who has similar traits as ours and, more importantly, is friendly towards us. Of course, the bot should be more on the professional side, but the little elements that make a conversation effective- sharp, humorous, friendly- a touch of emotions.

What work would be the bot persona responsible for:

The personality of the bot should mostly depend on the type of work it will be associated with. Say, for example, your company provides motivation trainers to work on the happiness quotient, but you wouldn’t want the bot to be peppy and excited at all times as people will want to share their sob stories or pressure points.

You would have to understand the end-result- how you want people to feel when they talk to your bot. The ideal personality should be created only after reflecting on your bot’s work responsibilities.

Gender and diversity

The personality of a bot mostly revolves around the accent, the tone (male or female voice), but the question is do you need your bot to be of a specific gender or, like various popular chatbots and voice assistants, gender-neutral.

Also, designing a personality based on gender-specific is more trouble than useful.

Who will build your character for your bot?

Your bot personality needs to be thoughtfully planned and well-executed for it to deliver an extraordinary experience.

To create your bot persona, you would need conversation designers- it could be a combined team of writers, designers, psychologists, customer service executives, and the likes. The lines of copy can be limited, but the conversation is definitely extensive.

To humanize Google Assistant, Google hired creative writers and comedians.

To make Siri more fun and witty, Apple hired a writing and editorial team.

chatbot or voice assistants

How do you translate your bot personality into the dialogues it speaks?

Just like an author understands all the intimate details and traits of its characters but doesn’t feel about writing it all in the book. Similarly, you don’t need to share everything about your bot. Agreed, having a backstory allows you to make the personality more interesting, giving you a better chance at writing dialogues. But the dialogues you need to write for your bot should be not related to the bot but the goal you want your customers to achieve.

1. Tone of voice

What does your bot do? Offer legal advice, share funny jokes, deliver professional services…the tone of the voice should be influenced by the level of severity of the work. A friendly, non-judgemental, semi-formal kind of attitude can be the big difference between irritation and conversion.

2. Use of words

The choice of words would also play a role between conversion and irritation. It should not put down or poke, but gently inform and suggest. The copy should be practical yet creative enough to have an interesting conversation. Again depending on the role of the bot and your industry, of course.

3. Underlying emotion

Empathy should be at the forefront of emotion. A simple acknowledgment is often enough for a customer to let out that steam and know that someone is listening to them and looking for a solution to the issues they are facing.

Real conversations make for the real test.

The conversations you create and the conversations the bot has in real-time with customers can vary a lot. Conversations require participants, language, context, nuances, and as we humans know, conversations are hard to predict.

There might be certain phrases that would win a customer right away, but there can even be dialogues that don’t turn out to be that effective.

Building the personality of your bot is just like building a prototype that requires iterations and testing before you assign to what it’s built for. Keep working on it till you find the natural fit use-case.

Image Credit: andrea piacquadio; pexels

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AI Artifical intelligence chatbot Customer Service tourism travel industry

Chatbots for Travel and Tourism: Travel Experience Made Better

chatbots for travel

A decade ago, if you had fancied a vacation to the Bahamas, it will take at least or half of it to plan and get the itinerary in place. Booking flight tickets required visiting multiple travel agents in person, comparing costs, and then fixing an agreement with the best of the lot. Then there was planning the itinerary, choosing the place of stay, mode of commute — all of which is not for those who take traveling lightly. Here are chatbots for travel and tourism — travel experience made better.

If you are someone like me, packing the rucksack, wait until a few hours before the flight takes off. Meticulous travel planning is not my cup of tea. Luckily for folks like me, chatbots are taking over travel planning. Along with it, they are also reforming travel and hospitality as we know it for good. 

Here are some real-world applications that are out there right now. The next time you even think of planning a vacation, you might stumble upon them or their likes. 

Real-world chatbot applications in travel and tourism

What can chatbots possibly do in travel planning? 

Aren’t they supposed to be super-complicated software systems that only large enterprises use? 

Well, this is one of the myths that has shrouded chatbots as a mystery technology. The fact is, chatbots are logic-based programs that can be used even for basic functionalities. That makes them a perfect fit for the travel and tourism industry, where the scale of low-priority and high-volume* transactions is high. 

*Low-priority — frequently asked questions that can be easily addressed by a system without the intervention of a human agent. 

High-volume — hundreds, thousands, or even more simultaneous real-time transactions. 

1. Integrating instant messengers with chatbots

Instant messengers have literally replaced emails and text messages for quick messaging. They are fast, convenient, and save a lot of time. Imagine the convenience they can introduce to the travel and tourism industry? 

Let’s take that convenience one step ahead. What if chatbots can converse through instant messengers. As you are reading this piece, there could be countless conversations happening on instant messengers that are being led by chatbots. In fact, WhatsApp, which has become the de-facto medium for instant messaging, offers chatbot integration. Other messengers like Facebook are also popularly used by travelers. 

Business owners like tour operators, hotel property owners, travel aggregators, etc., can use chatbots to automate conversations with customers. The IM-chatbot integration makes it possible for travel businesses to have an always-available virtual assistant who can respond to guests through instant messages. In fact, airlines are already using IMs to send boarding passes and flight details to travelers.

Integrating instant messengers with chatbots

Source: Airline Staff Rates

What benefits do integrating a chatbot with an instant messenger offer?

  • It spares the business owner from having to initiate basic conversations.
  • Standard or canned responses to frequent queries can be handled by the chatbot.
  • The user gets a trail of information in an instant messaging app that they use the most.

2. Make ticket bookings based on real-time fare comparisons

Like I mentioned earlier, flight ticket bookings have taken the online route. Millennial customers have, in fact, moved to the mobile route where travel aggregator apps and flight booking apps make things easier than ever before. 

However, there is one challenge that is still troubling travelers. Finding the best flight tickets. If you have tried booking a flight ticket before, you know how the ticket cost fluctuates with a mind of their own. It is complicated even for a net-savvy person to stay track of it. Also, it is almost impossible to comb through all airline websites to find the best fare. 

Can chatbots help here? Of course, they can. Like how they facilitate booking management for travel business owners, chatbots can help travelers find the best flight tickets as well. 

A chatbot can help determine how much each airline is charging for a flight cost from New Zealand to Copa on a given day. The search gives class-wise details that make it easy to book or look for alternative options instantly.

Skyscanner, a popular website for finding flight ticket prices, has already surpassed one million chatbot interactions (eConsultancy Interview with Filip Filipov, Skyscanner). If the user is not satisfied with the ongoing price, they can instruct the chatbot to set a price alert. The chatbot will notify the user when there is a price change. This is akin to having a personal travel agent who finds the best flight tickets at the nick of the time.

Make ticket bookings based on real-time fare comparisons

Image Credit: Chatbots Life

3. Facilitate web check-ins 

Chatbots can help travelers initiate web check-ins for flights or hotels through a chatbot for social media, instant messenger, or a website. Sounds too futuristic? Well, the truth is most have already used the airline website for web check-ins. A chatbot can make the chore a tidbit easier by enabling you to do it from your mobile phone. 

chatbot Facilitate web check-ins

Image Credit: Engati

This has several benefits to it:

  • You can check-in if you are stuck in traffic en route to the airport.
  • If you don’t have access to a computer
  • Or make use of premium member privileges that are available only on mobile.

4. Sketch a detailed travel itinerary

Until recently, there were two types of travel: business and leisure. But, millennials who value experiences more than material possessions are using their business travels for leisure as well. This has led to the formation of a new travel type: Bleisure. 

Bleisure is travel where business matters and leisure activities are taken care of in the same trip. According to Forbes, Bleisure trips are growing by 20% since 2016. While leisure sounds great as a concept, it poses unique challenges for the traveler. To begin with, finding nearby attractions for exploration. 

Of course, there are travel websites, blogs, and magazines that describe at length where to go, when, and how. However, they are usually written from a leisure travel perspective and do not consider leisure.

For millennials who want to make the best use of the opportunity, a chatbot based recommender system can help. The chatbot, which was probably used to book the flight ticket, can suggest nearby attractions. The traveler can plan the itinerary and also avail of deals for hotel bookings. In short, it is a win-win situation for all the parties involved. 

chatbot Sketch a detailed travel itinerary

Source: Chatbots Life

5. Customer Support— 24/7 

Chatbots do not need recesses, holidays, or weekends off. They are always available. You can make them work on your website, mobile app, or even integrate them with the social handles of your business. That makes them perfect for donning the hat of customer support professionals. 

In their customer service role, chatbots can offer:

  • Real-time flight status updates
  • Request for change in hotel arrival times
  • Cab or hotel service requests
  • Book restaurant tables

If you think about it, travel is a global phenomenon. Travelers are not always from the same time zone or destination. This can cause serious staffing issues in the support department of a travel business. A chatbot can fill the void by fending basic queries that come in large volumes from customers. 

What’s more fascinating is that a single chatbot can handle dozens or more queries at the same time from multiple customers. Compared to that, a single customer service rep can handle only one customer at a time. That is a huge leap in productivity that we are looking at. 

chatbot for Customer Support— 24/7

Source: Chatfuel

Final thoughts: 

Travel is a personal and intimate experience. For the experience-driven millennial generation, it is one of the priorities in life. Like everything else, travel businesses must also take efforts to improve the customer experience with the aid of technology. Chatbots provide just the means for that. 

They enable travelers to make quick travel plans, sketch out a travel itinerary, avail the best deals on hotel bookings, and much more. They provide the convenience of on-the-go lifestyle arrangements that mobile has made us accustomed to.

Still more, chatbots will enable travel business owners to maximize their productivity without shooting their own foot with hefty costs. 

Be it for travelers or travel businesses; chatbots prove to be worthy virtual companions.

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#AI #machine learning #AI risks AI ai chatbots artificial intelligence chatbot CRM Understanding Artificial Intelligence

How Artificial Intelligence is Transforming Customer Service Industry

ai customer service

The achievement of any business organization is highly dependent on its customer relationship strategies. Client experience is exceptionally organized in any business. Consumer loyalty is profoundly impacted by the change brought about by the dynamic technologies. With the progression of technological advances, such as AI (artificial intelligence), NLP (natural language processing), Intelligent Chatbot, and ML (machine learning), intelligent automation of client care administrations has become a need for all the organizations. Here is how artificial intelligence is transforming the customer service industry.

Many businesses have incorporated simulated intelligence for smooth day to day operations. By 2022, banks can utilize chatbots to automate up to 90% of their client connection, as per Lauren Foye.

The History of Chatbot

A review appointed in 2014 by One Reach, a market research firm, investigated US buyers’ behavior to the utilization of messaging in client assistance applications. As per the study, 64% of buyers with messaging abilities would like to utilize messaging over voice as a client assistance channel, and 77% of shoppers with messaging capacities matured 18–34 are likely to have a positive view of an organization that offers text ability.

According to research, by 2021, 4.5 billion dollars will be put to resources into chatbots. While chatbots have existed for quite a long time without going mainstream, few worldwide patterns have made it possible to convey that this is the time of chatbots:

  • Domination of the mobile messenger.
  • Application fatigue.
  • Backing for chatbots by Facebook, Microsoft, and other pioneers.
  • A dramatic decrease in chatbot improvement costs.

The Current Situation of the Industry

There are sure some issues with the regular client care framework that is followed, which can be settled with the assistance of Artificial Intelligence. Investigate the current circumstance.

  1.   Now and again, the human delegate noting a client call doesn’t have a  response to the inquiry and needs to require the client to be postponed or put on hold. Even though they discover the answer for the issue and advise the client, it occupies additional time bringing about more expense to the organization.
  2.   The client’s call is transferred a few times before the query is addressed. Although it is fundamental for certain circumstances, it negatively impacts the organization.
  3.   Because of the set number of client assistance administrators in B2C organizations like telecommunication, the calls are often on a considerable delay/wait time for clients.

In 2019, chatbots became more AI-driven, equipped for dealing with complex human communication effortlessly, and presently taking over conventional conversational administrations.

Chatbot in the Customer Care Industry:

The chatbot market size is expected to grow from $2.6 billion in 2019 to $9.4 billion by 2024 at a compound yearly growth rate (CAGR) of 29.7%. The client care industry is fundamentally growing with the influx of chatbot assistance to consider and cater to customer needs.

To improvise on their CRM, most associations are endeavoring to automate their client care framework using Artificial Intelligence. One such splendid model is the AI Chatbot. Chatbots haven’t been an obscure idea since ELIZA was released in 1966. Salesforce propelled an SMS chatbot in 2014 that has extended to become Facebook Messenger. The association likewise offers Live Agent Chat, a product that completes human connections by carrying out human interactions.

As indicated by Grand View Research, 45% of end clients lean toward chatbots as an essential communication method for questions regarding client care.  Let us explore further as to how Artificial Intelligence Chatbot is altering the client care industry.

  1. Upgraded Accessibility of Big Data

To augment the profits of a business organization using AI in big data, it is basic for any entrepreneur to gather valuable data about clients and examine it in a manner and to such an extent that it demonstrates helpful for the company. Insights drawn by Artificial Intelligence help in investigating a lot of information proficiently and produce reports that can be easily grasped. Along these lines, entrepreneurs and business owners can increase their targeted customer groups’ nitty-gritty knowledge and use their time to approach a new procedure or strategy based on the collected data.

  1. Revolutionization in Resolving Customer Queries

When a doubt/query arises in the client’s psyche, they couldn’t care less whether a human or a bot settles it. A large portion of the queries don’t require human collaboration and can be settled by the chatbot itself. A study has stated that 48% of individuals say that they couldn’t care less as long as it fathoms their issue. (Source: BI Intelligence)

However, if a query ends up being excessively unpredictable for the bot, it chooses to fit an appropriate agent/representative of the organization depends on the data gathered from the client. Moving forward, the agent/representative can legitimately address the concerned client to take care and address that issue/query

  1. Upgraded Customer Relationship Management (CRM)

Gone are those occasions when people needed to trust that their call would be sent through a chain of customer care representatives before resolving their inquiries! There are numerous manners by which RPA (robotic process automation) within the organization has emphatically changed how client connections are managed. With AI chatbots’ assistance, customized services can be conveyed to any place in a problem-free manner based on CRM information. Organizations are addressing client queries on a website with the assistance of Artificial Intelligence Chatbot, sparing a call to customer care representative.

One such splendid model is the Eva – HDFC Bank Artificial Intelligence chatbot. HDFC Bank has stated that it has effectively tended to 2.7 million client inquiries on a site in just 6 months.

It spares a great deal of time by enhancing hold up/wait times and the easy accessibility of representatives. The progressed chatbots can impersonate human activities and comprehend human dialects using NLP, i.e., Natural Language Processing.

Portable envoys – Mobile Messengers, Facebook Messenger, WhatsApp, WeChat, and others, have become the preferred means of communication. WhatsApp has arrived at more than a billion dynamic clients monthly, Facebook Messenger — 900 million, WeChat — right around 700 million (source: statista.com).

About a year prior, the best four mobile messengers outperformed informal communities with worldwide popularity (source: BI Intelligence).

Website Chatbot

Chatbots are not constrained to messaging channels. The off chance that we take the conversational interfaces to a website or a portable (mobile) application will offer ascent to Native Chatbot Development.

Utilization of a site chatbot

  1.   It brings about progressively dependable/reliable information because of intuitive surveying experience.
  2.   Unlike the regular informing channels, communication between clients is anonymized on a website. This aids in lessening contact from the client’s end about the disclosure of his/her identity. A site chatbot also diminishes contact by tackling the client’s request immediately without changing the correspondence channel. 
  3.   For organizations with a commercial center webpage/ marketplace website or a SaaS stage, a web bot, as a rule, assembles all the client information and along these lines provide a customized client experience and offers a superior and better setting.

 Importance of Chatbots in customer care systems

Numerous CRM frameworks are not easy to understand. A poorly designed UX configuration prompts low performance while at work. Rather than providing client assistance, representatives who are left with ineffectively structured CRM frameworks sit around idly attempting to manage that framework. Since a client care specialist can receive more than one hundred tickets every hour, each resolution’s reaction time is urgent and of great importance.

To take care of these issues, it is more convenient to automate client support components with a CRM chatbot. Once in a while, CRM chatbots can deal with the whole client discussion, and on different occasions, there will be a handoff to a human agent/representative. Indeed, even in situations where the discussion is passed on, they can at present catch and record fundamental client information.

Basically, they do the hard work with the information section and let your client care representatives focus on including genuine worth.

 Utilization of CRM data

Since you have important data on hand, how would you follow up on it? A typical test with CRM frameworks encompasses following up on new leads and effectively utilizing information. The early phases of a fresh client relationship are crucial for automation. Now, you may have numerous leads that won’t wind up changing over.

This is the place you can depend on automation to help qualify your leads. Utilizing chatbots, you can begin discussions with individuals at scale. AI-backed CRM chatbot knows which specific bit of substance/content an individual needs next. Hence, they’re well prepared to move the lead to the following stage in the sales funnel. An all-around assembled chatbot likewise accumulates insights from a lot of data to help make target profiles.

Why should a chatbot be adopted for your CRM?

  • Chatbots incredibly improve connections and interactions with the customers. Customers have queries, and chatbots can offer a ton of responses.
  • The chatbot can be integrated into flag-bearer (messenger) applications, where individuals invest the greater part of their energy online these days.
  • Chatbots spare extensive time for your client representatives. Also, can comprehend basic tasks that require a speedy reaction, allowing client care representatives the chance to deal with progressively complex customer requests;
  •  It can enable your business to scale in an eased manner. As your client base builds, chatbots can enable help to your client care representatives, field an ever-increasing number of queries without expanding the size of your staff exponentially.
  • They offer customers prompt reactions and resolutions.
  • They can be accessible all day, every day.
  • It permits you to reduce your costs by recruiting fewer individuals to client care centers.

Conclusion

The best thing about utilizing a chatbot is that it never rests and is accessible 24 x 7! This robotic process automation is, in reality, a gigantic advance forward in the field of technology & innovation and building better client connections. Chatbot essentially lessens the resolution time bringing about a decrease in cost and upgraded client experience.

As the acknowledgment of RPA innovation builds, client care will render to be perfect all around. Intelligent Automation appears to have a long way ahead in the client care industry.

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API chatbot Customer Service IoT Platforms Startups WhatsApp Business WhatsApp Business API

5 WhatsApp Business features to Elevate Customer Experience

new whatsapp features

WhatsApp rolled out an additional feature called interactive message template a month back for WhatsApp Business API. As the name suggests, this feature allows one to include interactive components to messaging like a button. WhatsApp Business Account users can now build two types of pre-defined buttons:

  1. Call-To-Action: The call-to-action button enables users to either call a phone number or visit a website.
  2. Quick-reply: The quick reply allows users to respond with a simple text message.

WhatsApp Business was rolled in 2018 for small to medium businesses, and WhatsApp Business API became accessible to WhatsApp trusted partners for building chatbots so enterprises could leverage automated conversation with their customers. A revolutionary step in the business engagement world. Let us look at some cool features of WhatsApp Business account, which makes it now the oxygen of business world:

Business Profile

The business profile gives the company a familiar “face� and identity that helps in gaining faithful customers. To have a “Verified� badge next to your company name, WhatsApp has to confirm first that this is a verified business account. You can create messaging templates that are much needed if you want to send messages to your customers. But most crucial, it aids your customers to get information like

  • Business name
  • Business hours
  • Store/business address
  • Corresponding location pin
  • Email ID
  • Website links
  • Contact details
  • Brief business description

To edit your business profile:

  • Open WhatsApp Business > Tap Settings > your business name.
  • Tap on any field to make an update > Save.

Quick Replies

WhatsApp is the new advanced SMS system. WhatsApp platform is preferred by over 2 billion people across the world. The Quick Reply feature by WhatsApp lets you save a lot of energy and time. You can set up often, send messages to answer frequently asked questions in a jiffy. You can add texts and emoji’s in your quick replies.

How to set up a Quick reply?

To set up a quick reply, follow these steps:

  • Go to settings>Business Settings> Quick Replies.
  • Click on the plus(+) icon, on the top right corner to create the reply.
  • Click under message to add your message.
  • Set your keywords to locate the messages easily.
  • Click- Save

Label

Whenever a customer sends you a message, and you wish to save the chat, utilize this cool feature “Label” by WhatsApp. You can set up Labels to your chats, to help you remember and organize your messages.

Labels can be set up according to your preferences, such as order, location, new customers. You can even add cool colors to differentiate your labels. WhatsApp allows you to create up to 20 Labels.

Applying a WhatsApp Label

Tap and hold a message or a chat > Tap Label > You can add an existing label or a new label.

Finding a WhatsApp Labeled Content

  • Go to your Chats screen > More Options > Labels > tap a label.
  • Alternatively, from your Chats screen, you can also tap on a contact’s profile photo or group icon to see all labels associated with that chat.

Managing WhatsApp Label

To manage your labels, go to your Chats screen > More options > Labels.

Here you can:

  • Take actions over labeled items. Tap a label > Tap and hold an item > Choose an action on the top bar,
  • Edit a label: Tap the label > More options > Edit label.
  • Add a color: Tap the label > More options > Choose color. If more than two color-coded labels are applied to a chat, they’ll be stacked one over the other. When stacked, the color of only the most recent label will be displayed.
  • Delete a label: Tap the label > More options > Delete label.
  • Create new broadcast: Tap the label > More options > Message customers.

Creating a broadcast list from labels.

You can create broadcast lists for select audiences from your labels. To create a broadcast list from labels:

  • Go to More options > Labels.
  • Select the Label you want to create a broadcast for.
  • Go to More options > Message customers.
  • Tap the green checkmark on the bottom right of the screen to draft your message.

The broadcast message will be individually sent to all the chats tagged with that label.

Greeting Messages

WhatsApp allows you to set up automated greeting messages for your customers when they message you the first time or after 14 days of inactivity.

Setting up WhatsApp greeting messages:

  • Tap More options > Settings > Business settings > Greeting message.
  • Turn on Send greeting message.
  • Edit the message by tapping on it.
  • Under Recipients, tap and choose between:
    • Everyone: to send the greeting message to anyone who messages you after business hours.
    • Everyone not in the address book: to send the greeting message to numbers that aren’t in your address book.
    • Everyone except: to send the greeting message to all numbers except a select few.
    • Only send to: to send the greeting message to select recipients.
  • Tap SAVE.

Automated Messages

Set up automated messages on the WhatsApp business account, such as greeting messages, FAQs, and much more. This helps your customer to connect with your business and get answers quickly leading to customer satisfaction.

WhatsApp is the clear winner in terms of cost, efficiency, interface, and customer preference. You can set up WhatsApp Chatbot with the help of WhatsApp partners such as Yellow Messenger. With the help of WhatsApp Chatbot, you can automate all your business engagement and reduce any redundancy.

The WhatsApp chatbot platform is designed to integrate with CRM, ERP, and various other business systems and enables seamless communication between businesses and customers and promising enhanced customer experience.

Image Credit: Alok Sharma; Pexels

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