Master the WhatsApp Engagement Strategy with CINNOX v4.0

When we talk about customer messaging, we're not just talking about sending a bunch of texts. We're talking about meaningful conversations between businesses and customers, across platforms, apps, in-person, on call, that drive business growth. It's all about understanding, engaging, and delivering value at every touchpoint.  

As businesses continue to seek innovative ways to transform and optimise their processes and engage effectively with their customers, WhatsApp has emerged as a dominant player, offering businesses a unique channel to foster one-to-one relationships.  

But using WhatsApp for personal messaging and WhatsApp for Business is a different ball game altogether.  

This is why we are pumped to amplify your WhatsApp Engagement on CINNOX with our latest product release v4.0.

What is WhatsApp Engagement?

WhatsApp engagement is more than just sending and receiving messages. It's about creating meaningful, personalised interactions that resonate with your customers. It's the art of leveraging WhatsApp's vast user base to establish and nurture connections, turning casual chats into lasting relationships.  

While many solutions have tapped into this potential, CINNOX takes it a step further. Instead of merely facilitating conversations, with our latest product release, we have empowered businesses to proactively initiate them, and establish a foundation to build a contextual relationship with your customers.  

Sales teams can now take the initiative and proactively engage with customers by sending preset WhatsApp template messages for campaigns through 360dialog, a WhatsApp BSP. This dynamic approach ensures that businesses aren't just reacting to customer interactions but are setting the tone and direction of the engagement.

One Platform to Solve Every Use Case

In the intricate dance of business communication, every enquiry, every message, and every touchpoint play a pivotal role. It's not just about conveying information; it's about creating an experience, building trust, and fostering relationships. CINNOX understands this intricate dance and offers a unified platform that caters to a myriad of communication needs. Whether it's confirming a transaction, sparking a conversation, updating your customers, or promoting a new offer, CINNOX has got you covered.

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• Transactional WhatsApp Messages

Want to instil confidence in your customers after they've made a purchase or a booking? Use a preset transactional message template to confirm and acknowledge their interactions, ensuring they remain well-informed. ‍

"Hi @Alex, your dinner reservation is confirmed. We've reserved the best spot for you. Kindly present this code (xxxx) when you arrive. See you soon!"

• Conversational WhatsApp Messages

Looking to foster deeper connections with your customers? Engage them in meaningful dialogues. It's not just about answering enquiries; it's an opportunity to understand their needs and preferences better.

“Hi @Alex, exclusive discounts for members only! Explore premium products available exclusively for your earned points redemption.”

• Information Updates

Want to keep your customers in the loop? Regularly touching-base with your customers and nudging them with relevant offers and deals can prove to be a game-changer. Whether it's about their membership status or limited time offer, you can ensure they're always the first to know.

"Hi @Alex, you are only 10 nights away from the coveted Platinum Elite class upgrade. Book within the next 24 hours for the best domestic and international hotel deals."

• Promotional WhatsApp Messages:

Are you seeking to boost sales or highlight a special offer? Choose from multiple preset WhatsApp templates to craft compelling promotional messages that resonate with your customers’ interests, presenting value that's hard to resist.  

"Hi @Alex, our summer collection prices have taken a 20% dip. Grab your favourite outfits before they go out of stock!"

What’s So Special About WhatsApp Engagement?

WhatsApp isn't just another messaging app; it's a powerful engagement tool. Businesses can communicate contextually and personalise every message, tailoring it to customer preferences and behaviours. But the magic of the channel doesn’t have to stop there.  

Let’s take one of the most common pain points plaguing e-commerce businesses - Abandoned carts.  

"Hey John, your last transaction was incomplete. Don’t worry, we’ve still held the items in cart for you. Complete the order within 12 hours to gain an exclusive 10% discount. <Proceed to checkout>"

To elevate your engagement strategy even further, CINNOX enables you to activate a continuous engagement loop by uploading your customised CSV, powered by pre-set WhatsApp templates. By leveraging specific variables from the CSV file, you can orchestrate a series of tailored interactions, which will result enhanced efficiency, significant time savings, and campaigns that truly resonate with your audience.

Why Should you Use CINNOX for WhatsApp Engagement?

To truly grasp the power of CINNOX, let's compare the standard WhatsApp for Business account with the enhanced capabilities it receives when connected with CINNOX:

• Unlimited Support

Your customer support team needs the flexibility to scale with your business to keep your operations running smoothly. By connecting WhatsApp on CINNOX, you're not restricted to a handful of support members. Instead, you can open the channel to your entire workforce, ensuring that every customer enquiry, every concern, or feedback is addressed promptly and efficiently, and your entire organisation has seamless access and visibility of the channel on a unified dashboard.  

• Relationship Mapping and Engagement Binding

Relationships in business aren't fleeting; they're built over time. CINNOX understands this and offers engagement binding for WhatsApp, along other channels. You can even set a binding period that aligns with your support strategy, ensuring continuity and consistency in customer engagement.

Instead of your sales executives reaching out to the customers coldly every time they initiative an engagement, you can bind the customer to that particular sales agent for easy recall and contextual engagement that would provide consistent support and flow of information for the customer, who will be routed to the same agent the next time they interact with the business. This also makes things easier for your sales agent to forge a deep connection with them in the long run.

• Rich Context for Faster Deals

In the world of sales, context is king. Knowing where your inbound is coming from, linking it to a customer's profile in your CRM, understanding their location and language preference – all these details can be the difference between a missed opportunity and a closed deal.

• Chatbots for Streamlined Interactions

WhatsApp happens to be one of the most frequently used channels for customers to interact with businesses to find answers to common questions. This can easily be automated, and doesn’t require your staff’s time and efforts. CINNOX's AI-powered chatbot can be easily deployed on WhatsApp to ensure that routine enquiries are handled efficiently, allowing your team to focus on more complex interactions.

• Messages Tailored for the Individual

Generic messages are a thing of the past. With CINNOX, you can preset WhatsApp campaign templates for predetermined situations, and every message can be crafted specifically for the intended recipients, enhancing engagement and building trust.

• Data Relationship Management

The power of data can't be understated. By uploading a customised CSV on CINNOX, you can leverage specific variables to orchestrate a continuous loop of engagement, ensuring that your messaging strategy is dynamic and responsive.  

• Go Beyond Text with Call and Video Engagement

Communication isn't one-size-fits-all. Sometimes, a text isn't enough. With CINNOX, you can seamlessly transition from text to calls or even video engagements, ensuring that every interaction is as effective as possible. This is easily achieved by embedding customised web links within your WhatsApp message for your customers to be able to chat or call your dedicated agents with one-click.  

• Real-time Analytics and Reports

Data from most communication channels, when viewed in isolation, does not paint the 360-degree picture. It gives you a very biased and limited view of one particular channel, but how does that data or report corelate with data from other communication channels, or even your storefront data, website visitors data, customer behaviour on your website, location, their identity, etc?  

CINNOX's unified platform brings together not just WhatsApp, but every communication channel and business tools that’s used by your team every day, on one platform, to provide you a holistic view of the customer’s profile and journey, and equips you with actionable insights, ensuring that your strategies are always informed and optimised.  

• A Knowledgeable Team at your Service

With exclusive capabilities like private messaging, enquiry transfer, and enquiry monitoring and take-over, CINNOX ensures that your team leaders and managers are always in sync and ready to intervene when the need arises. Whether it's a simple enquiry handover or a more collaborative approach to handling a customer's concern, the platform is designed for teamwork.

• Unified Communication Data

Employee turnover is the only constant reality of contact centres. But with CINNOX, even if an agent leaves, the data doesn't. It's securely stored and accessible, ensuring that organisational knowledge and sensitive customer data is preserved and readily available.  

WhatsApp Engagement with CINNOX is not just about engaging with customers in a dialogue or pushing messages; it's about building relationships. With our v4.0 product release, you have a powerful tool at their disposal, allowing you to harness the potential of WhatsApp engagement as part of a unified ecosystem.