Writer RajuBhai
The Internet has caused consumer habits to change in every way, from the buying process to their expectations related to customer service.
One of the big doubts that many brands have in this digitization process is related to service channels and customer service. Before, the phone was almost the only way , but now contact with consumers can be done through many more channels.
Is it wise to provide customer service using WhatsApp?
Small and big brands are wondering if it is really a good idea to provide customer service through WhatsApp. Some believe that it is an unprofessional channel and others fear that it is not the best tool in terms of management for their agents.
However, some figures give evidence to the contrary. Namely:
The latest WhatsApp statistics reveal that it is the third largest social platform in the world with 2 billion active users every month .
Furthermore, according to the most recent figures from Statista, 64% of people in Latin America use it daily.
In turn, in Spain there are more than 30 million users , which places this country in the "top 10" with the largest number in this regard.
Being a channel so widely adopted by the audience, it makes perfect sense to make it available to the public to solve their doubts, file their complaints and even do their shopping.
Another element to take into account is that recent research shows a migration of users with respect to phone calls, as the preferred way to talk to brands.
For example, research conducted by Microsoft found that 40% of consumers prefer to use other channels to contact customer service. Also, millennials prefer live chat to communicate with brands.
In short, WhatsApp is an ideal channel for customer service.
That's why we'll talk about what you need to know to handle truly professional customer service using WhatsApp.
Read on to find out how to facilitate the work of customer service agents, satisfy your customers' queries and even sell online through WhatsApp.
1. Prefiere WhatsApp Business
Any business, be it a personal or business brand, will surely see better results in its communication with consumers and clients when using WhatsApp Business.
This is the business version of WhatsApp that includes extra features such as:
- Quickly answers,
- automatic messages,
- contact labels,
- Catalog,
- Integration with Facebook Shops,
- Message statistics.
A WhatsApp Business profile offers really convenient solutions to respond to customer requests.
Quick replies, contact labels, and automated messages are especially useful for customer service, making it easier for agents to respond to and catalog messages.
For example, you can schedule automatic responses with your opening hours or even a greeting.
You'll also be able to save default messages and quickly search them with keywords. Prioritize answers to the most frequently asked questions and customer service agents will save time and effort.
2. Connect WhatsApp with your website
To facilitate contact and attention via WhatsApp, one of the best solutions is to add the WhatsApp button on your website.
Many CMS, website builders and Ecommerce platforms allow this integration as a widget or plugin. So that your audience knows that they can communicate with you through that channel whenever they like.
If a customer can't find what they're looking for in your FAQ section or in your catalogue, then they can contact you directly.
It will even help you use WhatsApp to sell , as it will directly connect your site with your online sales channel. So make sure you take full advantage of the catalog feature.
3. Apply omnichannel
Omnichannel allows the various channels available to the client to work simultaneously. In the case of omnichannel communication, it is about connecting all your channels to facilitate the work of customer service agents.
For example, an omnichannel communication tool like JivoChat will help you connect your live chat with WhatsApp Business and other channels.
Think about it: the more sales, marketing or communication channels you have, the more open windows or programs that customer service agents will handle simultaneously.
Omnichannel makes this process easier and focuses agents on what matters: responding to customer requests.
Another very important point is that the best omnichannel communication tools will allow you to connect more than one agent to your WhatsApp .
That is, instead of only one person or team being able to respond to chats, you can connect as many agents as you want. This translates into shorter response time , one of the most important customer service metrics.
4. Share useful material
Take advantage of the possibility of sharing multimedia files that WhatsApp offers and offer guides or checklists that help customers find the solutions they are looking for.
They can be images or step-by-step videos, even documents in PDF format.
But don't stay there. Follow up on the case and make sure that the client really finds a solution to his query.
5. Don't be left alone with the chat
Some clients will want to call to solve their requirements.
You may even be the one to suggest the call to help your client fulfill a step by step, for example.
That is why it is recommended that you exercise omnichannel to the maximum and give customers a variety of communication channels. A call at the right time will help you solve problems and close sales.
Just be sure to always check before you call and let the customer know that further care is possible through a regular phone call.
Ready to serve your customers using WhatsApp?
Now that you know how to improve customer service using WhatsApp Business as a communication channel, the perception that your customers have of your service will surely improve.
Remember that it is important that agents have in-depth knowledge of your products and services in order to offer quality service. In addition, provide them with tools that facilitate their tasks. So you can help more customers and provide higher quality care.
