How to improve customer service via WhatsApp: 5 Tips

How to improve customer service on WhatsApp: 5 Tips

Did you know that WhatsApp became an important medium for digital sales? WhatsApp is a communication channel that has more than 1,800 million users in the world and, therefore, became a means for companies to sell and provide customer service. Customer service by companies. Having a WhatsApp number within your company’s website or social networks of your company is no longer an option, but an obligation.

The creators of WhatsApp, with the rise of digital marketing, decided to release WhatsApp Business and this application, over time, has made its way into the world of digital advertising and virtual sales.

Why is customer service via WhatsApp important?

Serving the customer through WhatsApp is crucial, not only for those who make initial purchases, but also for recurring customers or those seeking after-sales advice.

This article presents five strategic tips to improve customer service via WhatsApp and strengthen communication with new and old customers.1. 100% diligence of the profile in company tools.

1. Completes 100% of the company profile

It seems logical, but many entrepreneurs and even companies do not fill out the company profile that comes with WhatsApp Business. It is too important to put the description that the application asks for, as it gives seriousness to your business.

To complete 100% of the business profile in WhatsApp Business, be sure to include the following information:

Hours of operation: Specify the days and times your business is available to serve customers via WhatsApp. This helps manage customer expectations about when they can expect to receive responses.
Company Description: Provide a brief but informative description of your company. Highlight the products or services you offer and any added value that distinguishes your business.
Email: Include a valid email address so that customers can communicate with you more formally or for issues that require more detailed follow-up.
Physical location: If your business has a physical location, add the address. This is especially relevant for local businesses that want customers to know their location.
Website: Provide the link to your company’s website, if you have one. This makes it easy for customers to access additional information, browse your online catalog or find specific details about products or services.
Product or service catalog: Make sure you have an updated catalog, including images, descriptions and prices for customers to browse and make specific inquiries.

Completing these elements in your profile not only gives seriousness to your business, but also makes it easier for customers to obtain relevant information. In addition, this information can be crucial for resolving complaints or claims, as it provides context about your company and its operations.

2. Gives quick response

When we refer to quick response, we must take into account two factors in customer service via WhatsApp:

The response time given to the customer when initiating the conversation, either by greeting or by interaction.
Once the customer’s problem has been identified, we must then measure the response time against the final solution given to a request or complaint.

Speed of response is essential for good customer service via WhatsApp. From the initial greeting to the resolution of problems, especially when dealing with annoying customers. This is because of a fundamental issue, and that is that if you have a customer who is too annoyed with your brand, it is vital to respond quickly in every way, as this will help to lower their level of annoyance.

3. Personalize attention

Unfortunately, conversing via an instant messaging application such as WhatsApp Business is limiting in many ways, as you will have to keep your message short and to the point. Some ways to personalize the message are:

Greet by name: Initiate the conversation using the customer’s name. This creates a closer and more personalized atmosphere from the start.
Personal introduction: At the beginning of the conversation, introduce yourself by giving your name and position within the company. This establishes a more human connection.
Use appropriate emoticons: Incorporate emoticons appropriately to convey positive emotions and make the conversation more friendly.
Adapt the tone of the message: Adjust the tone of your messages according to the situation and the client’s personality. You can be formal or more relaxed depending on the context.
Ask questions: Ask specific questions about the customer’s needs or preferences. This demonstrates a genuine interest in helping and understanding their requirements.
Use voice messages: In appropriate situations, consider sending voice messages to add a personal touch and express empathy more effectively.
Offer customized solutions: If possible, tailor solutions to the customer’s individual circumstances. This shows a commitment beyond standard answers.
Gives additional information: Anticipates the customer’s needs and offers additional information that may be relevant to their specific situation.
Thank: After resolving a query or problem, thank the customer in a personalized way and express your appreciation for their patience or cooperation.

With this, the customer will understand that there is a person who will attend him and not a chatbot, in order to humanize the interactions.

4. Give order to the conversation

Improving customer service via WhatsApp implies giving an order to the conversation, because if you have the order of how you are going to approach a customer who is looking to buy or who is dissatisfied, you will surely be able to provide a solution.

Follow these steps:

Say hello and introduce yourself with your name and position.
Invite the client to express their concerns without interruption. Encourage them to provide all the details necessary to fully understand their situation. Show empathy and patience during this phase.
By the time you have finished listening to the client, you should be able to understand the situation. Ask questions if necessary to get additional details and a thorough understanding of the problem.
Summarize the main issue the customer has raised. Confirm that you have correctly captured their concerns to demonstrate that you are committed to the appropriate resolution.
At the end, whatever solution you came up with, don’t forget to thank the customer for their time invested in the conversation.
Inform the customer of your ability to provide an immediate solution, if possible. If the solution will take time, clearly state the steps to be taken and the estimated time for resolution. Convey confidence and commitment.
Say goodbye cordially, expressing gratitude for the customer’s cooperation. Make sure the customer knows that you are available for any additional questions or follow-up.

5. Analyzes data

There are technological tools that show important data to monitor and improve customer service via WhatsApp. Some of these tools are:

WhatsApp Business Statistics (WBS): WBS is an integrated tool that provides basic performance metrics, including the number of messages sent and received, as well as the average response time.
SurveyMonkey: Use SurveyMonkey to create satisfaction surveys and get detailed feedback from your customers about the quality of service on WhatsApp.
Zendesk: Integrate WhatsApp Business with Zendesk for more detailed tracking of customer interactions and support team performance.

With these tools, you can measure important metrics such as:

Tiempo de respuesta: Mide el tiempo medio que transcurre desde que un cliente envía un mensaje hasta que se recibe una respuesta.
Conversion rate: Evaluates how many inquiries or conversations are converted into specific actions, such as a purchase or successful resolution.
Customer satisfaction: Conduct satisfaction surveys or use feedback features to measure customer satisfaction after an interaction.
Number of interactions per customer: Examines how many interactions are required to resolve a problem or satisfy an inquiry.

CONCLUSION

Despite how negative complaints or claims can be, we must give importance to them, and that is because when we have a dissatisfied customer, there is an opportunity for improvement for your business or company. Seeing these situations as positive opportunities will contribute significantly to improving customer service via WhatsApp and, ultimately, will strengthen your brand’s reputation.