A wholly-owned subsidiary of Tanla Platforms Limited, Karix Mobile has announced the launch of a conversational solution for Panasonic India Limited based on the WhatsApp Business Solution Platform. Now, Panasonic’s clients will be able to have one-on-one interactions with the company.
One of the main goals of this solution is to create strong, individualised ties with its end-users in order to assist them engage with the brand. While the previous service channels, particularly SMS and email, will remain operational, this new channel has been designed to provide clients a more convenient option. Some common conversations that could take place through Panasonic’s WhatsApp customer service include staying up to speed on new product information, current offers, the location of nearby retailers, and the purchase of product accessories.
Mr. Jia Lal Koundal, Group Head- Trade Marketing, Through the Line Marketing, Sell Out, Exclusive Channel & DRM at Panasonic India said, “In the digital age, WhatsApp interactive flows have added a new dimension to the overall consumer experience. Through WhatsApp Business, we are offering an enhanced customer experience as customers can now scan a QR code and immediately start exploring multiple features on the go. Easy access to product catalogues, current offers, locating nearest stores, and after-sales product support are a few of its many highlights. Also, the reporting structure of the platform makes it convenient for us to further connect with our potential customers.”
Customers can discuss and resolve product concerns in real time without having to visit retail locations or customer service centres because WhatsApp chat is available 24 hours a day, seven days a week. Complex client issues would be immediately transferred to service agents during a chat over this channel, allowing for a quick and smooth resolution.
The solution is built on a quick-to-deploy low-code automation framework. It is meant to deliver a visually rich user experience on WhatsApp enriched with rich cards, on the back of AI-powered chatbots.
Deepak Goyal, Chief Business Officer, Tanla Platforms Limited said, “We offer our enterprise customers business APIs along with an ecosystem of solutions to fulfil end-to-end communication requirements. We are excited to extend our new bundle of support services to Panasonic via WhatsApp which will provide a delightful customer experience without reaching loaded IVRs and sparsely populated call centres due to COVID. As one of the select official WhatsApp Business service providers globally, we aim to benefit more than 2000 enterprise customers with conversational automation as the next generation of consumer to brand communication offering.”
The solution will also facilitate two-way messaging and automatically transfer complex customer queries to service agents for a swift and seamless redressal.