WhatsApp is an excellent platform to interact with family and friends. But did you know that you can also use it to connect with your customers too? Read it for reasons to use Whatsapp as a substitute for an email and ways to do it successfully.
Why use WhatsApp for customer support?
WhatsApp is the main social application in Asia, which means most of your customers probably have it on their phones. Customer support is supposed to offer convenience both to the customer and the support team, and that’s what WhatsApp offers. Users can view your message at their convenience, preferably at the same time they open the application to check other personal messages.
Emails and other traditional B2C communication channels do not offer the same convenience. Some users take days or even weeks to check their emails and go through messages. Even worse, your message can go unnoticed if it is hidden in a pool of other unopened emails, so there is a chance that some people will even know you try to reach them.
WhatsApp resolves this by providing a way to know if your message has been received and read. You can even wait when the user is online and engages them in a live discussion.
Another advantage of using Whatsapp on traditional channels is that your support team can create a group and address common customer concerns without repeating them again and again. Most customer problems are linked and users can learn more about your product by reading existing threads.
Finally, the application does not require much data to open, which is beneficial for users who do not have unlimited internet connections.
How to manage customer requests on WhatsApp?
WhatsApp is not only to disseminate complaints and ask questions. It can also be used to receive and respond to customer requests. Businesses such as online casinos that serve hundreds or thousands of players can use the best use of this platform.
Some online casinos in India are already using WhatsApp to complement traditional communication channels. Users can send requests directly from the site and a support agent will be on hand to answer.
WhatsApp support 24 / 7 days in a potentially unprecedented attempt to make the application a primary support platform. This has been very useful because Whatsapp is the number one chat application in India.
If you want to try the same thing for your business, start by downloading the application and configuring a business profile. Provide the name of your business, which you offer and support hours clearly and concisely. Your profile picture should be your brand logo and there should be no emojis used in the details.
Make sure that the smartphone you are using is always loaded and the notifications are enabled.
Then provide the WhatsApp number from your business on your site. Some people prefer to place a link on each of their pages to save the users the hassle of collecting the number first.
Whenever you receive a WhatsApp notification on your phone, open the message and instantly return to the user. Do not leave any blue checked messages. If you do not have an answer to your loan, inform the sender you will respond in a timely manner. Provide a reasonable time for that.
Advantages of integrating WhatsApp in your customer support
Here are some of the benefits of using WhatsApp for customer service:
- It does not require a mobile phone
- It allows you to communicate on the world’s most popular discussion application
- Your support team can answer anytime and anywhere
- Your support team and your customers can indicate when their message has been received and read
- It’s convenient for live discussions
- You can tell when the customer is online
- It facilitates the easy sharing of images and video content
- You can create groups and add customers with similar concerns
The appearance of WhatsApp does not lack extraordinary. However, many businesses are reluctant to take it and integrate them into their customer support. You can use the WhatsApp feature to improve your customer relationship and stand out from the crowd while saving a lot of support costs. Remember to remain professional and help with every meeting you have with customers.