IM connects all aspects of our lives and work.
Speaking of the word IM (instant messaging), you may be a little unfamiliar. What if we mention WeChat, WhatsApp, QQ, etc.? These mobile social tools have already covered every aspect of our lives and work.
In China, based on WeChat and WeCom, what has been realized is no longer the simple instant messaging function as before, but a huge ecological empire covering many aspects of clothing, food, housing and transportation.
When you go out and take a bus, you can scan the code on the WeChat mini program to get a ride; when you are hungry, you can place an order on WeChat, and you can also book hotels, shop, and communicate for business...whatever you want is what you get.
Tall buildings rise from the ground, all of which are based on one necessary condition - users use such instant messaging tools to achieve online socialization and digitization, and have also adapted to this change. Just like enjoying the convenience of communicating with relatives and friends, enjoying business communication and services has become a daily routine in this era.
Overseas, the situation seems slightly different.
It is said that there are only two types of mobile Internet environments: domestic and foreign. Once upon a time, overseas business communication was dominated by email, and there was no overseas IM instant messaging tool as omnipotent as WeChat. But now, this is being rewritten.
Although the habit of email communication is deeply ingrained, it cannot resist the timeliness and efficiency of IM. Overseas instant messaging tools represented by WhatsApp have changed the communication habits between people and relatives and friends, and also changed the business communication and service scenarios.
Uber in India has realized the entire service process of hailing a taxi within WhatsApp. KFC in South Africa has used WhatsApp to realize online ordering. In addition, with the successive release of WhatsApp Business API and WhatsApp Cloud API, this instant messaging tool, which is ranked No. 1 in the world in terms of monthly users, is carrying changes in the habits of overseas users.
It is undeniable that the effect of communication using WhatsApp-like IM tools is instant, efficient, and fast. Its feature of registration and use based on phone numbers makes it easy to quickly and accurately target users. Every WhatsApp user has realized online socialization and digitalization.
Adding customers to WhatsApp-like IM tools has become a prerequisite for enterprises to establish efficient communication with customers, and it is also the key to solving the lag in products and services.
Now, based on WhatsApp SCRMowned-channel operations, overseas merchants/cross-border merchants can not only realize the online socialization and digitization of services that fit customers' habits, but also realize the online, socialization and digitization of the entire enterprise's business operations.
This change is reflected in two aspects: externally:Customers feel more convenient. There are two reasons: First, using IM instant messaging, real-time online communication is faster; second, based on internal collaboration and user portraits of SCRM, customer data is directly displayed in the sidebar of each customer's conversation. Sales operations personnel can understand customer situations at the first time, and naturally serve customers more efficiently and timely.
Internally:It is the digitization of business operations that has been unparalleled in any previous era. From marketing customer acquisition to sales orders to after-sales service, the entire business communication and operations can be carried within SCRM. With the help of WhatsApp SCRM's collaborative communication, follow-up records, tag management, and digitization of customer data, internal empowerment collaboration and management will be more efficient, truly realizing the precipitation and operation of digital owned channels within the enterprise.
- Finally, we cannot deny the email communication habits of overseas users, nor can we ignore the commercialization trend of overseas IM tools;
- We cannot stop partners from adding each other as WhatsApp friends in addition to email communication;
- We cannot block the convenience of many enterprise services behind SCRM/WAB/Cloud API;
- We cannot stop the general trend that after CRM, Social CRM will extend the company's external services and internal collaboration capabilities, making the entire business operation match the characteristics of the times.
