WhatsApp without a phone: from back office to the entire team

The heart of every successful business is a dedicated back office. Employees are often part-time and work at different times. These employees are the invisible heroes who ensure smooth communication between the organization and the customers. They are the first line ensuring all calls and emails reach the right employee. But how do you ensure that crucial communication never stops? Even when the part-time employee who previously assisted the customer is not present? Do you give the employee a phone that can then be switched off?

The receptionist available

In the traditional way of communication, the absence of a part-time (back office) employee can lead to communication delays and disappoint customer expectations. Customers often have questions they want answered within one working day. Questions about products, maintenance, or services.

For example, consider a car dealership where a customer wants to change a maintenance appointment. The relevant employee is not present that day. The question could only be addressed the next day. Consequently, the customer's schedule remains unresolved. Calling back the next day often isn't convenient or disrupts workflow. Therefore, customers prefer a quicker response without interruption. The alternative is sending an email, but it doesn’t provide a swift, adequate answer. Customers shouldn't be concerned about your team's working hours.

Assume all customer questions and contact moments are captured in a central team inbox. The customer communicates with one central point using one central phone number: your organization's landline. A single point of contact where conversations can swiftly receive responses regardless of employee working hours. Employees no longer need their own phones. Provide them with the ability to work wherever and whenever they want, without losing sight of the customer and their inquiries.

Take, for example, the mortgage planner. Often, the initial calculation is done with the planner themselves. They ensure the customer gets the best offer and financing. Upon approval, the predominantly part-time back-office staff handle the application, requesting all supporting documents. Customers tend to quickly read emails and may forget important documents, like a copy of their ID. When the back-office staff returns to work, they can then ask the customer for the missing information. Completing the file takes time. With multiple employees, it's unclear who handled which part of the dossier, resulting in customers being asked the same question again. It would be beneficial if the conversation could have been continued, allowing the customer to promptly respond, perhaps by sending a photo of their ID. This speeds up the process, reduces workload, and shortens turnaround time.

Be where your customer is: on their phone

WhatsApp is a medium almost all customers use. Its direct, rapid communication style prompts quick action. Indeed, 80% of messages are viewed and responded to within 20 minutes. Instead of waiting a whole day for an email response because writing an email takes time. This cumbersome method doesn't align with today's fast-paced communication. Your customer doesn't have access to your Microsoft Teams. They can, however, call your organization. This takes the back office out of routine and operational tasks.

Accessible without a phone

In the example of the mortgage planner, the back office doesn’t need their own phones. They work from the organization's central phone number. Direct one-to-one contact isn't necessary. However, there must be one-to-many contact. The customer is at one end, and many employees in the organization can assist them. Your team can add internal notes to conversations, tag colleagues to temporarily involve them in the conversation, and assign conversations to a colleague while monitoring them. Because the colleague must promptly respond to the customer and conclude the conversation with the correct information. Working from a central team inbox.

WhatsApp in the business process as it should be

Ripplecom is the only company that has solved WhatsApp communication, prioritizing teamwork and customer focus. You don't need WhatsApp Business; WhatsApp is used through your organization's phone number, your central point for quick communication. Email remains the formal and often slower communication channel. This way, you harness the power of WhatsApp with the ease of use of email. Simple, accessible, without the need for a separate phone number, just directly on your busines phone number. Ripplecom naturally works on any device, via the browser. If you prefer using an app, that's also possible. All safe and secure.

Halve turnaround time, double collaboration

Your part-time back-office staff experience significantly less workload, increased collaboration, and more engagement with your organization and your customer. You get more done in less time. For the mortgage planner, this saves more than 50% of the time. For the car dealership, phone pressure decreases, giving the reception more time and space to assist customers at the counter, improving collaboration between sales and service departments. It's time to implement WhatsApp for your organization. We're here to help. Reduce turnaround time. We'll be ready within one week. So, start with Ripplecom now, and you'll already reap the benefits next week. How do you reach us? Press the WhatsApp button on the website, and you'll immediately be in touch with our team. One to many.