Reachability rules for Dutch financial administrators
For financial administrators, being reachable is a legal requirement. Here’s…
Friday afternoon.
A customer sends Sander a complicated message.
Sander takes a screenshot and posts it in the group chat.
“What would you say here?”
Three colleagues reply. One of them doesn’t even know the customer.
Your customer is messaging your organisation. Not Sander.
Everyone already has WhatsApp.
So a customer messages the number they know.
Often that is a colleague’s mobile number.
The conversation then sits on a private phone.
Between the birthday photos and the football group chat.
With one business number, your customer messages the organisation.
The conversation is in one place.
Everyone in the team can read along.
Whoever has time picks it up.
Sander sees the message come in.
He is not sure about the answer.
He brings in a colleague, in the same conversation.
The customer gets one clear answer.
An agreement made in WhatsApp is an agreement on behalf of your organisation.
On a business number, that agreement can always be found again.
Even when Sander is on holiday.
Even when Sander goes to work somewhere else.
Your customer chooses how to get in touch.
They call, send a WhatsApp or send a text.
Always to the same number they already know.
You see everything in the same conversation.
Does your team work in Microsoft Teams? Then you reply there. This is how WhatsApp for Teams works.
Use a separate business number for customer conversations. Your private number then stays private.
Yes. With a platform on the WhatsApp Business API, the whole team works in the same conversation. Each on their own computer or phone.
On a business number, the conversations stay with the organisation. Their successor reads back what was agreed.
