Mobile messaging is 10 times more convenient than traditional support channels such as phone and email, for many of the reasons we’ll include it.
But when companies start a messaging channel like WhatsApp, we often see them struggling to convince their customers to communicate with them, one explanation is “virtual impact.” When making a choice, most people stick to what they know. The other explanation is that unlike chatting on the website, messaging apps are not a normal part of a customer’s journey.
You start by messaging because you want to make your customers, employees and final results to experience its benefits. That’s why it makes sense to integrate your new messaging channel and deliberately prioritize it throughout the customer’s journey.
We will remind you of some ideas and practices to guide your customers to your new messaging channel. We’ll use WhatsApp as a demo example, but it works the same way with FB Messenger and Telegram.
Some ideas and practices to guide your customers to your WhatsApp channel
Make whatsapp stand out on your contact page
Many companies treat their contact pages with a false complaint. This is a missed opportunity. Because your contact page is where visitors to your site go when they have a question or problem, it’s the perfect place to highlight your WhatsApp channel, add a WhatsApp button. To get started, it makes sense to add a WhatsApp button to your page.
When you press the WhatsApp button while on a mobile device, WhatsApp opens a direct conversation with your phone number. When you click it while you’re on your desktop, the WhatsApp version of the browser opens in a new tab.
Rename your contact page
The name of the page itself is a phrase that urges the user to take action. Although it’s the standard name for “Contact Us” pages, the name doesn’t quite inspire customers to send you messages. Instead of “Contact us,” you can change your page name to “Chat with Us” to reinforce the message that you’re available via WhatsApp, Facebook, etc.
Provide transaction confirmations via WhatsApp messages
This is a way to integrate your new channels naturally into a customer’s journey as each customer who buys from you will receive transaction confirmations, i.e. receipts, at the service point or when the customer first registers, you can view the option to receive order updates or confirmations via the WhatsApp app. In this way, it motivates customers who may not send you messages in another way.
WhatsApp messages instead of waiting for technical support over the phone
One of the most common frustrating things about phone support is long waiting times. Instead of testing your customers’ patience while retaining music, you can use this time to educate them about the fact that there’s a better way to get to you:
Thank you for your call, we seek to solve your problem quickly, our phone lines are currently busy. You’re the X number in the queue. If you prefer, you can also access us via WhatsApp, which tends to be faster to solve your questions. You can visit our contact page or send a message on WhatsApp.
E-mail signatures
When you respond to an email from your support team, the reverse action for your customer will be to click “Reply,” resulting in another email in your inbox.
Alternatively, you can suggest the channel (channels) you want to respond to, for example on WhatsApp.
You have a few options here. You can simply add your WhatsApp number to your email signature; once you include it in your customers’ contact list, they’re likely to communicate with you in the future.
Another option is to add a WhatsApp link that will allow your customers to start chatting with you once you click it. The benefit of this option is that they don’t have to save your number to their phone.
Automatic email responses
Automatic email responses revolve around setting expectations and letting your customers know when they can expect a response, for example “We’ll be back in 24 hours,” it’s also an opportunity to let customers know they can expect faster responses via WhatsApp messages.
As with signatures, you can add a link to connect online via WhatsApp or add your WhatsApp number.
Merge QR codes
When it comes to connecting to your business, your customers don’t want to skip more pages to reach you. This makes QR codes ideal for advertising your support options. Instead of searching for your contact information or manually entering a phone number, customers can simply scan the code using their smartphone.
Here are some ideas for applying QR codes:
Invoices: Speed up your payment process by placing the QR code next to payment details. If your customer has doubts about the invoice, they can get a quick answer to their question by scanning the QR code. Which means you won’t have to chase late payments.
Physical products: QR codes can help improve space on the product packaging by allowing you to insert all messaging options at once while providing space for everything else – product information, benefits, dimensions, etc.
You can customize your QR code by selecting colors to suit your brand identity or bringing it into line with the packaging design. Until customers know what to expect, include a note with the packaging voucher. Alternatively, you can type “Connect via WhatsApp” directly above the code.
If you’re sending a package, you can put the QR code in the box. It’s best to put it inside, so it only appears to the recipient customer and cannot be confused with the code that carriers have to scan.
Print ads: A QR code with your contact information can bridge the gap between the physical and digital worlds by turning your ad into an interactive ad. Include a phrase that urges the user to take action, such as “Scan this code to get your own view” until the purpose of the QR code is clear.
Keep customers updated via WhatsApp
You can also use your standard marketing channels to spread the new news via your new WhatsApp channel, by mentioning your new communication channel with its benefits to your customers, you can notify your customers while adding, for example, some offers.
Company Blog: Sharing a blog is a good way to keep the most interactive customers updated. Gives you plenty of space to explain why you’re introducing this new channel, what the benefits and intentions are.
Facebook ads: Send people who click your Facebook ads directly to a conversation with your WhatsApp business with the click to Message ad. This gives you access to your customers where you want to have the conversation.
Facebook page: With Page Messaging, you can interact with customers without having to switch platforms. You can choose to send messages to your Facebook inbox or WhatsApp number. You can activate this feature in your settings.
Instagram: While you can’t put clickable links in Instagram posts, there are ways to overcome them. The easiest and basic way to advertise your messaging channels is to post a link to your CV.
Get rid of your phone and email
If you want your customers to stop calling and start chatting via WhatsApp, it makes sense to reduce your phone support and eventually get rid of it altogether.
You can start prioritizing WhatsApp messaging channels, for example, putting those channels in the visual part of the page, phone, and email below, some ways and ideas that help you increase WhatsApp communication rates.
You can then gradually withdraw your phone call again, by placing your number on a contact page on your website. At some point, your customers will be accustomed to WhatsApp communication and the phone will be only a small part of the support in your communication service. Then you can take the last step and unsuppressed the phone altogether.
Cancelling phone support doesn’t mean you won’t call your customers anymore – it just means it’s going to happen under certain conditions, for example.
