Introduction
WhatsApp is a global messaging app that allows you to send text messages, images and videos for free. It’s also one of the most popular social networks with over 1 billion users worldwide. In this article we will talk about how using WhatsApp can benefit your customer service department, how to set up your account and integrate it into your CRM, some great ways to engage with customers using WhatsApp and some tips on how to achieve the best results from incorporating this platform into your customer service strategy.
More customers are willing to connect with businesses via WhatsApp.
More customers are willing to connect with businesses via WhatsApp. They trust the app, and they love that it’s instantly accessible on their phones.
There is a growing trend of retailers using WhatsApp to engage with shoppers and provide faster responses than email or the phone. In fact, 60% of retailers surveyed say they use WhatsApp for customer service purposes. And over half (56%) of respondents report that customers prefer receiving information in this way compared to other channels such as email or social media (44%).
With so many users already on board with WhatsApp, it makes sense that businesses would want to jump on board too! This means you can provide more personalized experiences for your clients by sending messages directly through their preferred contact channel. Not only does this save time for both parties involved (no having to wait for a reply), but it also offers an opportunity for your company’s brand personality shine through these conversations in an authentic way—especially if you have branded stickers available in the app itself!
WhatsApp is becoming a high-value channel for customer service.
- WhatsApp is becoming a high-value channel for customer service.
- Customers are increasingly using WhatsApp.
- WhatsApp is a high-value channel for customer service.
- Customers are more likely to contact you via WhatsApp.
WhatsApp is an excellent channel for customer service, and it’s getting even better with each update. It’s not just about sending text messages; you can also send images, videos, audio files and attachments! This makes your messages more engaging for the end user and allows them to take action on their own terms—no waiting around for you to reply (or having no way at all of contacting someone).
You can collect more data from your customers on WhatsApp.
The biggest benefit of using WhatsApp as a customer service platform is that it allows you to collect customer data. You can use this data to improve your CX, CS and marketing strategies.
- Establishing a two-way communication channel with customers through WhatsApp means that you can get real-time feedback on how they are using your product or service, what problems they might be facing and how you can improve their experience with the brand.
- You can also use this information to create segmented customer profiles for better segmentation of the customer base for CRM purposes. This will help marketeers target specific customers for promotion campaigns or newsletters based on their interests and preferences.
- Customer service agents will have access to complete details about each case from start to finish which makes it easier for them to resolve issues quickly without having any gaps in their knowledge of the issue at hand.
It’s important that everyone in the organization understands how critical good CX is when communicating with customers—and why investing in tools like WhatsApp isn’t just beneficial but essential too!
Respond quickly and efficiently to customer concerns via WhatsApp.
As a business owner, there are many ways to respond quickly and efficiently to customer concerns via WhatsApp.
- Use the WhatsApp status feature to quickly respond to customers who reach out on WhatsApp. This feature allows you to share text, images and videos with your followers in an instant.
- Use group chats for communicating with multiple customers at once. You can create new groups for specific purposes or add people that you want to be part of a conversation into existing groups (e.g., employees).
- Use video calls for communicating with multiple customers at once. Video calls are ideal when there is important information that needs explaining or when you need feedback from everyone involved in an issue or project (e.g., training).
- Location sharing allows users who don’t have each other’s phone numbers access their location within 60 meters so they can meet up nearby instead of having someone come into town just for one appointment!
Automated messages don’t have to be impersonal.
While the above options are great, it’s important to note that you can also automate your messages in WhatsApp.
If you want to use automated messages in WhatsApp, then there are two main ways to do this:
- Use the chat interface (from within a group) and select ‘send’ or ‘reply all’ under each message to automatically send it out.
- Use a bot for automating messages, which can be done using tools such as Automation Lab and Chatfuel.
Try multichannel engagement for the best experience.
Multichannel engagement is the best way to engage with customers. By using a customer service platform, you can deliver an integrated experience that spans different channels.
A customer service platform can be used for analyzing data, engaging with your audience and empowering agents. It also helps you collect information about your customers so that you can build more targeted campaigns in future. A good example of such a tool is Zendesk Chat, which lets you manage multiple chat channels from one interface.
You can use WhatsApp to communicate with your customers in a unique way.
You can use WhatsApp to communicate with your customers in a unique way. It’s more than just a messaging app, and it has the potential to be a powerful customer service tool.
Here are some ways how:
- Engage, retain and empower customers by communicating through WhatsApp. When you add your business number on the app, people can reach out to you for support 24/7 by sending messages or making calls (depending on the plan).
- Collect data from your customers using WhatsApp analytics tools that track key metrics such as call length and response time, allowing you to build better relationships with them over time by understanding their preferences better as well as conducting surveys before contacting them again later down the line if necessary – which leads us nicely onto point number three!
Conclusion
To summarize, the key to a good customer experience is engagement. WhatsApp can help you make that happen in many ways, including by integrating it with other channels and automating messages to reduce the time it takes for you to respond. This means that customers will spend less time waiting for responses and more time talking with your business—which ultimately leads to better relationships that last longer than ever before!
