Customer Experience | Globe Teleservice

Elevating CX with WhatsApp – Must Try Features for Success

With over 3 billion monthly active users globally, WhatsApp isn’t just a messaging app—it’s the most dominant communication channel worldwide, including in India. As consumer habits evolve, WhatsApp is rapidly transforming into a powerful business communication tool. However, simply sending messages isn’t enough. To truly stand out, businesses must create impactful, seamless experiences on WhatsApp—experiences that are quick, personalized, and engaging.

Must-Try WhatsApp Business Features

1. Quick Replies

Save commonly used responses and reply instantly to frequent queries.

Use Case: A travel agency quickly shares package details or refund policies using saved responses.

2. Labels

Organize chats by categories like “New Lead,” “Payment Pending,” or “Repeat Buyer.”

Use Case: A retail store tracks customer stages and prioritizes follow-ups accordingly.

3. Automated Greetings and Away Messages

Make customers feel acknowledged, even during off-hours.

Use Case: An e-commerce store greets first-time shoppers and informs them of response times when agents are offline.

4. Interactive Buttons

Enable users to take direct actions like “Track Order,” “Book Now,” or “Speak to Agent.”

Use Case: A salon lets customers instantly book appointments through chat.

5. Product Catalogs

Showcase your products directly within WhatsApp.

Use Case: A clothing brand allows shoppers to browse collections and place orders without leaving the app.

6. Payments Integration

Facilitate seamless in-chat payments where supported.

Use Case: A food delivery service lets customers order and pay—all within the conversation.

7. Multi-Agent Support (via WhatsApp API)

Assign multiple agents to handle chats simultaneously, improving scalability.

Use Case: A large bank offers customer support in multiple regions without delay.

8. Click-to-Chat Links & QR Codes

Make it easy for users to start a conversation.

Use Case: A cafe places QR codes on tables for instant feedback or ordering.

9. Broadcast Lists vs. Groups

Send personalized messages to multiple users without creating group chats.

Use Case: A fitness coach sends class updates to clients while maintaining privacy.

10. End-to-End Encryption

Build trust by ensuring secure, private conversations.

Driving Better Customer Experiences

Using these features, businesses can reduce wait times, personalize conversations, and drive real-time commerce—all leading to higher engagement and conversions.

Best Practices for WhatsApp CX

Keep tone friendly and human.
Don’t over-automate—combine bots with real agents.
Always get opt-ins and respect privacy.
Monitor performance to optimize replies and timing.

Conclusion

WhatsApp is more than just a chat app—it’s a full-fledged CX powerhouse. With the right feature mix, businesses can delight customers, foster loyalty, and drive revenue. Our CPaaS+ solution helps you unlock the full potential of WhatsApp for scale, security, and smarter customer journeys. Ready to transform your customer experience? Let’s connect.

Revolutionizing Customer Interactions Through RCS

In today’s mobile-first world, the way consumers shop is evolving rapidly. Welcome to the era of conversational commerce—where messaging apps become digital storefronts and customer interactions drive purchasing decisions. From WhatsApp to Facebook Messenger, consumers are embracing chat-based experiences. As this shift gains momentum, RCS Business Messaging traffic is projected to grow by 50% in 2025, signaling a powerful shift in how brands communicate and convert. Consumers no longer want transactional exchanges—they expect real-time, interactive, and personalized conversations.

This demand has given rise to Rich Communication Services (RCS), the next evolution of SMS. RCS empowers businesses to offer engaging and intelligent conversations directly within the messaging app—no downloads required.

RCS: The Heart of Conversational Commerce

RCS enables customers to browse products, receive personalized recommendations, complete secure transactions, and even connect with live support—all within a single message thread. With rich media, carousels, smart reply buttons, and integrated CTAs, RCS transforms messaging into an immersive, app-like experience.

For businesses, that means higher engagement, better customer satisfaction, and more conversions—all through a channel users already trust.

Business Benefits of RCS

Higher open and conversion rates: Rich, visual messages capture more attention than basic SMS.
Verified sender identity: Build credibility with branded sender IDs and verified business profiles.
Frictionless engagement: Let users add to cart, book appointments, or check order status right from the message.

Real-World Use Cases

Retail promotions and flash sales
Appointment bookings and reminders
Order tracking with real-time updates
Cart abandonment recovery
Interactive FAQs and product demos

Why It Matters Now

Consumers expect fast, intuitive, and smart communication. SMS alone can’t meet these expectations anymore. RCS is stepping in to fill the gap, helping brands make messaging more meaningful. With CPaaS integration and operator support growing globally, now is the time to embrace this next-gen messaging solution.

Transform Your Marketing with RCS

We can help you transform your customer engagement strategy with our RCS solutions. From personalized campaigns to smart automation, our tools enable businesses to deliver seamless, high-converting customer journeys—right inside the message box. Ready to turn conversations into conversions? Let’s start the journey.

Building Trust and Experiences with RCS

Rich Communication Services (RCS) is revolutionizing the way brands engage with customers—merging the reliability of SMS with the interactivity of modern messaging apps. The latest update, GSMA’s RCS Universal Profile 3.0, strengthens this evolution with a focus on security, scalability, and seamless experiences.

At its core, this upgrade enhances end-to-end encryption (E2EE), protecting messages, media, and user content from unauthorized access. It also introduces advanced chatbot features, such as deep links, clipboard actions, and subscription management, ensuring smarter and more flexible conversations between brands and users.

With 1.1 billion active users globally in 2024, up from 930 million in 2023, RCS is gaining rapid traction as a future-ready and scalable interactive messaging channel for businesses across sectors.

Key Features That Make RCS a Game-Changer:

End-to-End Encryption (E2EE): RCS ensures complete message privacy by encrypting all messages, files, and user content, offering businesses and customers peace of mind against data breaches.
Smarter Chatbot Interactions: With the addition of deep links, clipboard actions, and subscription controls, RCS chatbots can now provide more meaningful and personalized conversations that drive better engagement.
Spam Protection & Enhanced Security: Improved spam detection and filtering mechanisms help reduce fraudulent messages, protecting users and preserving the integrity of business communications.
User-Centric Design: The latest update offers a simplified, intuitive interface while giving users more control over their privacy settings, creating a more transparent and secure experience.
Cross-Platform Interoperability: RCS Universal Profile 3.0 ensures that messages are consistently delivered and experienced across various devices, networks, and regions—eliminating fragmentation.
Web View Integration: Businesses can now embed web content directly into RCS messages, allowing customers to view and interact with web pages within the app—offering smoother journeys without switching contexts.
Google Wallet Integration: Through RCS Business Messaging, users can seamlessly receive and store boarding passes, event tickets, or loyalty cards directly in Google Wallet from within their messaging app.
Calendar Sync: Users can add events, appointments, or webinar reminders straight from RCS messages into their device’s native calendar, reducing friction and boosting attendance.
In-Message Payments (via Google Pay): RCS supports secure, in-chat transactions that enable users to complete purchases without redirection, resulting in higher conversion rates and seamless shopping experiences.

The future of messaging is here.

RCS is not just a channel—it’s a powerful customer experience tool. By offering secure, interactive, and rich messaging capabilities, it empowers businesses to build trust, drive engagement, and improve conversion rates like never before.

From financial services and travel to retail and healthcare, reshape your communication strategies with our secure and verified RCS solution—designed to deliver experiences your customers can trust.