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How To Use WhatsApp for Customer Support: 4 Strategies

Naziba Ali

Content Editor

In today's multi-touchpoint world, managing the customer journey can be challenging. Prior to making a purchase, customers wander between channels looking for assurance. And this assurance can only be provided if your business is quick enough to respond to customer queries. 

Now, think about where the majority of your customer inquiries arrive. Safe to say your social channels, correct? And if your clients prefer to communicate with you via WhatsApp, this post is for you. From handling customer queries to showcasing products, or sending notifications, you can do it all on WhatsApp and enhance your customer experience. 

In this article, we dig deeper into how you can make your customer service efficient through WhatsApp. 

Why Deliver Customer Support via WhatsApp? 

Beyond real-time communication with customers, WhatsApp Business API has a lot more to offer: 

Preferred channel by customers: Any consumer will be frustrated if they have to go to your website, hunt down a contact form, submit their inquiry, and then wait for what seems like an eternity for a response.

Now picture them pulling out their phone, doing a quick search for your company on WhatsApp, and sending you their question. WhatsApp doesn't take forever to load and people around the globe use it on a regular basis. 

Source: Quickdialog

To put it in numbers, over two-third of WhatsApp users are of the view that the platform builds a personal relationship with businesses while 68% of users say WhatsApp is the most convenient way to reach out to a brand.  

In a nutshell, using WhatsApp will earn you repeat business as well as positive word-of-mouth.

Highest number of monthly active users:  Among messaging apps, WhatsApp has the most monthly active users across all age categories and geographies. According to Facebook, over 100 billion messages are sent, and over two billion minutes are spent on voice and video calls on WhatsApp each day.  

Businesses of all kinds, and e-commerce stores in particular, can benefit greatly from this volume of traffic since it provides ample opportunity to promote your products, attract new customers, engage existing ones, and ultimately increase sales.

Multiple message formats: WhatsApp allows you to send text, photos, videos, and even PDFs. That encompasses all main communication formats. 

Additionally, the software supports both voice and video calls. If you need to explain something quickly over the phone, your agents can do it directly within the application.

  • Want to provide a shipping update? Shoot a text message.
  • Want to send out the menu of your cafe or a catalog of your designs? Use PDF.
  • Have a future event? Videotape the launch announcement.
  • Need to describe a complicated procedure? Send photographs and screenshots.

Take for instance, Hellmann's Whatscook event. Customers could use WhatsApp to communicate with a chef. Besides, through the app's multimedia features, users would share images of the items they had on hand, and the chef would walk them through a dish. From pre-sales to post-sales, WhatsApp’s multimedia features can come in handy as a customer support tool.

Ease of integration with other channels: Multiple customer care channels might be challenging for your team if you don’t have a holistic system in place. 

And here’s the charm of WhatsApp. You can integrate third-party applications  with WhatsApp in order to display incoming messages in a single inbox, allocate tickets to support agents, and sort and filter incoming messages.

How To Utilize WhatsApp for Efficient Customer Support

1. Pre-set responses

WhatsApp lets you create predetermined messages to answer some of your customers’ FAQs. Apart from welcome and away messages, you can generate message templates of any kind for rapid customer support. Next, simply press “/” to select a quick reply and send.

This simple feature saves you a tremendous amount of time and allows your customer support team to focus on more critical concerns.

2. Chatbot capabilities

Using WhatsApp, you may configure a chatbot to automatically answer common inquiries. This not only enables you to give help around the clock, but it also frees up customer service representatives to answer more complex inquiries. 

In addition, there are many different ways to use chatbots for WhatsApp for your business: 

  • Product display: Customers typically steer clear of purchasing unfamiliar things. Therefore, ensuring that the products are visible to customers must be your top priority.

A WhatsApp chatbot can be a fantastic tool for getting customers' attention on their preferred channel and showcasing your goods to them directly.

  • Lead qualification: A WhatsApp Chatbot can assist in automating the qualification of leads. Therefore, you can cultivate leads by collecting important user attributes.

And the bot makes it easier to capture useful information like age, gender, email, etc. And when user attributes are accessible and automation is possible, qualifying leads is a breeze.

  • Personalized recommendation: A chatbot can gather user analytics and then make relevant offers based on the data like browsing history, previous purchases, etc.

As a matter of fact, WhatsApp integration for customer engagement can help grow your brand manifold. For instance, by using MyAlice bot, you can speed up response times and guarantee that clients receive contextual responses at every point of their journey.

3. Post-purchase support 

Consider that you sell purifiers. After a consumer has purchased your product, you might notify them when it is time to clean or replace their purifiers.

In addition, you can provide personalized recommendations for potential upsell and cross-sell opportunities by analyzing their purchase history. You can sell replacement parts to these clients, for instance.

However, obtain client permission (commonly known as "opt-in") prior to sending them advertising messages. You can accomplish this by asking each individual buyer during the initial chat.

4. Collect Feedback

Feedback collection is one of the most critical functions of customer service. This helps to demonstrate that you value your customers’ input which further strengthens your brand image.

However, collecting comments and reviews is difficult. After making a purchase, the majority of customers will not check emails requesting feedback. And just a small percentage of those who do will click over to your site to leave feedback. 

In this regard, you can easily form WhatsApp groups to distribute CSAT surveys and calculate your NPS. Simply create a review request template message via WhatsApp and send it over to hundreds of people. 

Your customers will always respond faster to WhatsApp chats since they are instantaneous, as opposed to emails, for which they must wait several days.

Build A More Effective WhatsApp Presence With MyAlice

In one single dashboard, MyAlice merges WhatsApp messaging with other customer facing channels. As such, you can get a comprehensive understanding of your customer, enabling you to act swiftly and precisely while providing a personalized experience. 

With MyAlice’s AI-powered Whatsapp bot, you can automate up to 60 percent of consumer inquiries. That's a significant amount of time saved for your customer support staff, and a large number of clients obtaining immediate assistance. Besides, by tracking data along the marketing funnel, MyAlice enables you to recommend products and send customized messages to your customers.

Last but not the least, teams may coordinate and assign queries to the appropriate parties, ensuring that the client receives the best response straight away.

You can Start a free trial of the chatbot and see its potential with respect to WhatsApp engagement.

Final Words

Given the advantages of messaging through WhatsApp for both customers and businesses, it's no surprise that the platform is rapidly growing in popularity. 

So, without further ado, make sure your WhatsApp number is prominently displayed on your website, contact pages, and social media so that your customers can easily find it and contact you.

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