Sahail Ashraf posted on 15 June 2022
It’s still not everyone’s cup of tea, but WhatsApp is rapidly becoming indispensable to many companies. If you don’t know how it can help you, read on.
WhatsApp is rapidly becoming a strong option for any business that wants to expand its reach and engagement. However, it is still unknown territory for many. Once you have opened up and set up a business account though, it’s not hard to see why so many businesses are taking the plunge and using the app to support their growth.
As a business grows it takes on more customers. This can mean a major roadblock as customer service is a factor. That factor can either be done well or it can be fumbled, and cause a major setback for the company. WhatsApp has aspects that make it a great way to solve customer service problems.
First and foremost, it is a space where direct messaging can take place. This cannot be underestimated. Having an opportunity to speak directly to customers is something that should always be nurtured. Showing customers that you care enough for instant response can make a huge difference. Even if you are carrying out more positive customer service, in that you are ensuring customers are happy with setting up a product, for example, that instant nature is crucial.
Businesses can also make use of Quick Replies. These are essentially template responses to common questions that can be sent out to customers in an efficient way. This will reduce lag time and ensure that questions are dealt with effectively. Having an option that allows you to prevent team members from typing out responses makes perfect sense.
You can also use the Labels that WhatsApp provides. Here, you can organise messages, even down to the level of you knowing who has contacted you previously. This makes the whole process of customer service a lot easier.
As a side note, there are plenty of tools out there that can help you get the most out of messaging customers. For example, a number of tools are available that allow you to create chatbots via whatsapp, as well as include those automatic replies that will make your customer service more efficient.
You can add up to 500 products to your Catalog. Organising them couldn’t be easier and this means you can essentially display all if not most of what you sell via the business page.
One neat feature of Catalog is the ability to organise products into collections. You can also add product codes as well as lengthy descriptions.
Once your business is truly up and running on WhatsApp and you have your product range on the Catalog, you can even share links to products during conversations. It’s a very efficient way of creating a real storefront on an app.
While WhatsApp may not be bursting with functionality at the moment, the instant nature of communication that it has makes it a definitely useful app.
You will no doubt have seen more and more businesses opening up WhtasApp accounts for this reason. Pair the storefront with instant communication (as well as the option to use templates for that communication) and you have what is essentially a sales and marketing machine.
However, the whole point of using such technology is to get a hold of personalisation. You can communicate to customers in the tone and language they use, and do it instantly. You can also make sure that you speak to them personally. WhatsApp is a personal app, essentially. People use it to communicate with friends. If your business is on there, make it as unique as possible and make your customer feel special.
Engagement is key, and having a connection on WhatsApp with your customers is engagement. The engine behind the app allows for quick, effective messaging and engagement. It’s time more businesses took notice.
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