WAYS TO USE WHATSAPP FOR CUSTOMER SERVICE SUPPORT
When talking about WhatsApp, many people think of it as a chat app rather than a customer support channel. However, if you are running a business, you should be where your customers are. And according to Statista, there are around two billion monthly users on WhatsApp, making it the place ‘where’ a business should be.
Now that WhatsApp is the most popular messaging app among billions of users, not using this platform for customer service support is a loss for companies in terms of retaining happy customers and growing their business.
Companies using WhatsApp can offer streamlined customer service, from simple order updates to automated messages and personalized shopping experiences.
Let’s explore why and how to use WhatsApp for customer service support. In this post we have listed 7 tips for using WhatsApp for customer support.
- Complete the business profile and publicize it
- Automate messages with a touch of human
- Update your customers on their order status
- Use multimedia format options
- Link your product catalog
- Send follow-up product care reminders
- Jump on call option when required
A WhatsApp business profile creates a more professional image of the business and provides credibility for the brand. In addition, this platform includes information about your business, making it easier for customers to contact you.
However, having a WhatsApp business profile and not publicizing it is a huge mistake most businesses make. The easiest way to promote your business WhatsApp number is to mention it on your official website. You can add the WhatsApp business number in the contact information section. Additionally, you can also add a chat button for easy access.
One of the most attractive features of Business WhatsApp is an automated messaging system. Companies can now create automated welcome messages and templates to send quick customer support messages. As a result, this simple, repetitive request will not require human involvement.
However, unnecessary automation can create a feeling of impersonal touch, causing customers to unsubscribe. Therefore, it is always best to use human touch when required. For instance, when customer disputes arise, customers feel reassured that a real person is looking into their case.
One effective way to use Business WhatsApp for customer support is to send notifications to update your customers on their order status. Once a customer places an order with your company, you can send the confirmations, shipping updates, tracking information, and other details through WhatsApp, thereby eliminating the need to switch between multiple windows.
Customer service communication features provided by WhatsApp Business go beyond just chatting. This platform also allows sharing multimedia messages such as photos, videos, documents, and audio notes.
For instance, KLM – the Netherlands’ national flag carrier, sends boarding passes to its passengers in the form of an image and a QR code via WhatsApp.
You can also take advantage of this multimedia format feature depending on the nature of your business. For example, you can provide product invoices to the customers shopping from your store. Or a hotel involved in bookings, appointments, or reservations, can use WhatsApp business for exchanging and storing confirmations, updates, and necessary travel documents.
Linking your product catalog might seem more like a WhatsApp marketing strategy. But incorporating your product catalog into your WhatsApp business profile can provide effective customer support service.
A product catalog will help a business provide context for its customer’s questions. For example, they can easily explore your products and services by accessing the link to your product catalog and asking questions about specific offerings. For instance, around 40 million people view a product catalog on WhatsApp monthly.
Another creative way to provide customer support service using the WhatsApp Business platform is to send follow-up product care reminders.
For instance, you are running a business that sells water purifiers. After your customers purchase the products from your company, you can send them reminders when it is time to get services or replace their filters.
Additionally, it can also work as a sales opportunity if your business is involved in selling replacement parts. For example, now that you know their purchase details like model number, billing information, delivery address, etc., it will be easier for customers to make follow-up purchases with your company.
If a business wants to take things further and make their processes more smooth and convenient, then WhatsApp Business always offers the option of calling to contact its customers.
A phone call with your customers will provide a more personal touch and can be more efficient in resolving disputes. However, always get permission from your customer before giving them a call to avoid catching them at the wrong time.
WhatsApp Business has become an effective channel for communicating with customers – from answering their common questions to sending notifications or helping them manage their purchases- a business can now provide seamless customer support services. This platform has opened a new world for eCommerce businesses to build strong customer relationships.
With billions of active users on WhatsApp Business API, many businesses are leveraging WhatsApp automation tools like Whizard’s chatbot solution to engage with their customers holistically. Furthermore, Whizard API enables customer engagement in multiple levels of interaction by linking a particular company’s CRMs, advertising software, etc. Whizard chatbot solution has made it easier for companies to conduct business through WhatsApp.