Businesses are increasingly using WhatsApp, which has more than two billion users, to engage with their customers on their preferred platform.
Businesses of all sizes and shapes may communicate with their consumers globally thanks to the WhatsApp Business API.
WhatsApp Business solutions successfully reach clients thanks to a 99% open rate and a response rate of more than 40%.
WhatsApp for customer service is becoming more and more popular among businesses since it avoids customer service annoyances like endless waiting lines, network problems, and delayed responses.
Since mobile is asynchronous, there are no waiting areas. Your clients can put their phones away, go about their day, and still receive notifications when you respond. If necessary, the dialogue may even develop into a live WhatsApp interaction.
11 Effective Ways To Use WhatsApp For Customer Service In 2023:
1. Solve Customer Queries On Chat:
Everyone, Long hold times while phoning customer service dislikes. You might instead direct client inquiries to the WhatsApp chat. Through customer care agents or automated chatbots, you can provide live support to your consumers.
In this manner, a live customer service agent may answer numerous inquiries concurrently, which is not possible over a call. Your customer service will operate 24 hours a day, seven days a week, with little to no waiting.
Even more so, this lessens the workload on your call Centre, which can then be used just for problems and inquiries that call for human interaction and conversation. Using WhatsApp to communicate with customers allows for quicker, more comfortable communication, improving their overall experience.
2. Send Notifications, Updates, And Alerts:
Through WhatsApp messages, you may give updates on orders such as “packed,” “dispatched,” “out for delivery,” “arriving,” etc. with no character restrictions. But avoid filling the message with pointless text.
Send WhatsApp texts to clients with information about impending deals and promotions, along with links to buy or take advantage of the offer.
Customers frequently struggle to locate the precise information they require in order to use a service or product. By immediately delivering your consumer’s time-sensitive information via WhatsApp, you may close this gap. Send notifications, alerts, reminders, and recommendations to improve the brand experience for your customers.
When a customer’s account shows any questionable activity, you can even quickly send them a WhatsApp text to let them know so they can investigate and confirm.
With WhatsApp for customer service, you can guarantee real-time communication and rapid responses for client satisfaction and confidence.
3. Gather Customer Feedback And Interact With Them:
For organizations, customer service involves more than simply one-way contact. The WhatsApp Business API enables two-way business communication. Therefore, by utilizing WhatsApp, you may not only communicate with your customers but also solicit information or comments from them. Use WhatsApp to get consumer feedback and questions so you can instantly answer them!
On WhatsApp, there are practically any file format restrictions, unlike other mediums. Rich media formats like photographs, audio, movies, or GIFs can be used to send non-promotional and personalized communications.
Using WhatsApp for customer care is a great method to engage clients in dialogue and provide them with an interactive experience.
4. Personalized Advice To Increase Engagement:
It can be difficult to keep a mobile app user’s attention. Out of the 30 apps that are typically downloaded each month, the average mobile user only uses nine of them on a daily basis. And one of the most used mobile apps is WhatsApp.
To draw customers’ attention to your business, you can use WhatsApp for customer care to set up automated messages, give pertinent reminders, and make suggestions.
Give your consumers the option to choose the alerts and updates they want to receive. To avoid annoying customers and to improve the user experience with your brand, you may also provide them the choice to reject recommendations.
5. Gather Quick Reactions:
Businesses can utilize WhatsApp for customer service to quickly gather consumer feedback. WhatsApp and other messaging applications have incredibly high open rates. Therefore, compared to a medium like an email, there are considerably higher chances of clients opening your WhatsApp messages and reacting to your requests for input.
In order to improve your service or product, you can utilize WhatsApp to gather pertinent information from clients around the world. Several companies use WhatsApp to get post-service client feedback.
6. Offer After-Sales Assistance:
According to a Facebook survey, 50% of participants who messaged a business continued to do so across all phases of their customer experience, whether it was to request support, inquire about a good or service, or make a reservation or purchase.
Businesses may give post-sales support with WhatsApp at a reasonable cost and without having to have their consumers wait in a queue. If a product needs additional explanation or repair, you can provide live video tutorials. Refunds can also be processed more quickly without a tone of paperwork or emails back and forth.
7. Give Customers Quick Access To Services:
It’s not necessary to connect your clients to a customer service agent or drive them to your website every time they have a question. Chatbots can automate the delivery of some services.
You can provide your clients with support by assisting them in scheduling appointments, submitting ID proofs, invoices, or receipts as payment documentation in response to support requests, or by using the WhatsApp Business API to access web check-in, boarding pass, or ticket information.
8. Catalog Of Goods or Services:
The WhatsApp Business API solution makes it simple to communicate photographs and information about your goods and services with your clients. A product catalog can be sent whenever a consumer requests it, needs it, or even when you have to send it out.
Customers may easily use WhatsApp, even if they are not tech-savvy, unlike email or conventional SMS. The icing on the cake is that WhatsApp doesn’t charge for SMS or have a character limit! They have the ability to forward, bookmark, and save communications.
9. Legalize Your Company:
Undoubtedly, you can utilize a personal (non-business) WhatsApp account for work-related communications. However, using personal WhatsApp for business has a huge drawback in that, if you haven’t established enough reputation for your brand, clients may become suspicious or skeptical about working with you, especially when you post personal statuses or broadcasts.
You can provide information about your company’s address, hours of operation, website, and mission in the business profile. By using a specific company profile, WhatsApp for customer service becomes more believable and professional.
Making a WhatsApp Business Profile involves Launch WhatsApp for Business > Hit the menu button. Select Profile under Settings > Business settings.
10. Discard Messages:
Due to the human need for rest, you or your customer success team may be in need of it. But it doesn’t mean your business should stop operating, especially if your clients feel like they need you right away.
You may prevent customer loss while your support team is not available by using WhatsApp’s customer care capabilities, such as defining business hours and creating an “Away Message,” to show your customers what to do next and even let them know when you’ll be back in touch. They will feel heard as a result of this.
You have to reply as well. Using the “Quick replies” function, you may pre-set certain responses to some of the frequent queries and messages you receive from consumers, assisting you in setting up a quick feedback system for those inquiries.
To turn on or change away messages: You can edit the message by going to Settings > Business settings > Away message and activating it.
In the “Away message settings,” you may additionally specify a time for the message to be displayed by choosing one of three possibilities: Always send, Custom schedule, and after business hours.
11. Create Customer Labels For Better Tracking:
You might need to save your clients’ names with strange anecdotes like “Rose first order” and other phrases like this depending on the nature of your business or the volume of orders you receive. Even though you tag your clients In the most straightforward way imaginable, they may still be mixed up with other clients or lost in translation.
So, as soon as a customer’s status changes in your firm, you should effectively categorize them. You may begin classifying your clients as “Regulars, Pending orders, Promo customers,” and more.
Customers can be added to labels by clicking the menu button on their chat page, selecting a label, and then clicking Save.
In 2023, How Do You Intend To Use WhatsApp For Customer Service?
We sincerely hope that this post has improved your understanding of how WhatsApp can help your customer service in 2023. If you’re seeking fresh approaches to enhance your client service, WhatsApp Business is something to take into account. It is a potent tool that may assist you in reaching your clients where they are and is continually expanding with new features and capabilities.
WhatsApp may be used in a variety of inventive ways to engage with clients and draw them to your company. The more pertinent and worthwhile these interactions are, the more likely it is that customers will continue to use and suggest your company.
And if you’re searching for a simple approach to handling social media tasks, Status brew can assist. It allows companies like yours to manage all of their social media efforts from a single dashboard.
Conclusion:
Without a doubt, WhatsApp has developed into a very effective business tool that may significantly increase customer satisfaction by enhancing customer service and facilitating increased customer communication.
Regardless of the time of day or location, WhatsApp, and particularly WhatsApp chatbots, is a terrific and affordable method to communicate with your consumers and quickly reply to their demands. They also make for a far more involved experience and allow you to customize responses because they simulate a conversation.
To generate great client engagement, use WhatsApp chatbot’s best practices to avoid falling behind.
FAQS:
What WhatsApp Feature Can Businesses Use To Facilitate Customer Contact?
Small businesses can use the free WhatsApp Business App. You can use features of WhatsApp for business such as a business profile that includes your contact details. Quick answers to use in response to typical inquiries.
What Is The Use Of WhatsApp Business?
Everything you’re used to doing, like messaging and sharing images, can be done with it. We presently provide the following functionalities in the app: Important details such as a company’s address, email address, and website should be listed in a business profile. Use labels to categorize and locate your chats and messages quickly.
How Quickly Does WhatsApp Support Reply?
Basic details like your name, email address, and an explanation of the problem you’re experiencing are required. Within 24 hours of submitting the request, you should hear back from the WhatsApp team. You can also call WhatsApp Customer Support if you need to speak with someone directly.
What Number Of Individuals Can Oversee A WhatsApp Business Account?
And that’s fantastic news for any company looking to replicate the in-person shopping experience online. Unfortunately, only four users can simultaneously use the standard WhatsApp Business program. Businesses that receive a lot of WhatsApp Business messages could require more.
Can WhatsApp Be Used Without A Phone For How Long?
WhatsApp can be used on linked devices without your phone being online, however, if you don’t use your phone for more than 14 days, your linked devices will be logged out. To register your WhatsApp account and link new devices, you need your primary phone.
