What Are The Best Social Media Channels For Customer Support?

Large companies with a global reach need a way to centralize customer communication. By using a messaging platform like WhatsApp for Business, companies can easily scale their outreach efforts while providing an enhanced customer experience. One central point of communication allows companies to provide improved customer support. 

WhatsApp is one of the best ways that companies can offer customer support on social media channels. With over 2 billion users, WhatsApp has a wide reach that companies can leverage when executing customer support communication tasks. Companies can integrate their existing workflows into the WhatsApp Business Platform for a streamlined experience. 

Features such as messaging templates with dynamic fields can maximize efficiency by providing a personalized interaction for every customer. With click-to-chat, customers can quickly and easily initiate a conversation with a company. Click-to-chat links can be inserted on company websites or social media posts as a way for customers to reach out for support. 

Social media has a significant impact on where companies decide to implement a WhatsApp Business click-to-chat link. There are hundreds of social media platforms, so businesses must carefully consider where their target customer base spends time the most. According to a report from Statista, the following social media platforms are some of the most popular: 

• Meta: Meta, which boasts over 2.9 billion monthly users, is number one in the social media space. Depending on a company’s customer profiles, Meta may be an ideal way to incorporate click-to-chat links for support. Meta Company Pages can house these links for customers to easily find. 
• Instagram: Like Meta, Instagram also ranks in the top 10 social media platforms. A company now owned by Meta, Instagram also provides an optimal way for businesses to provide customer support through WhatsApp’s Business click-to-chat. 
• YouTube: YouTube is also popular and boasts almost 2.6 billion monthly users. 
• TikTok: This social media platform is extremely popular with Gen Z and has over one billion monthly active users.
  Twitter: Twitter currently has about 436 million monthly active users. 
• Snapchat: Snapchat has about 557 million monthly users.

Using social media and WhatsApp for customer support

Before integrating WhatsApp Business Messaging into social media, companies should have an engaging, rich, and vibrant profile. An effective social media strategy helps ensure that companies stay in front of customers. The social media platform a company decides to use should align with their goals and audiences.

Content should be valuable, relevant, and consumable. No matter what social media platform a business decides to use, Meta makes it easy for users to manage their WhatsApp Business Platform straight from the Facebook Business Manager. The dashboard provides insight into many activities such as the number of conversations that have taken place, how many were free and how many were paid, message templates, and phone numbers.

WhatsApp Business Messaging offers a better customer experience because it eliminates the need for customers to wait on hold thanks to asynchronous messaging. Even if a customer drops off during a messaging interaction with an agent, they can pick right up where they left off. Messaging provides convenience for the customer and helps reduce the volume of incoming calls so that more agents are available to focus on customers that need over the phone support. AI and automation are also part of the way that WhatsApp for Business provides a better experience.

Customers can get answers to frequently asked questions through AI-powered chatbots that work through WhatsApp. They appreciate fast answers to their questions, and automation helps drive those capabilities. Messaging apps like WhatsApp help businesses meet their customers where they are, and as a result, provide an improved customer journey.