It’s clear that companies are scrambling together to reach this huge audience on WhatsApp. It’s not as easy as you might think, after all, WhatsApp currently doesn’t display ads and the encrypted messaging system means targeting will be limited.
In addition, Whats App business users need to pay for every message they send unless customers first text them.
However, smart companies have recently discovered effective ways to reach customers on Whats App. The messaging app has proven to be very useful for customer service, individual communications and even unconventional marketing campaigns.
However, the cost of the message and limited advertising features have left some companies unsure whether being on Whats App is worth their time and money.
Important tips and tricks for whats App use in customer service
For most brands, Whats App is first and foremost a customer service channel. For people who use it as a major form of digital communication, it’s a convenient and natural platform to reach companies with questions or concerns.
In fact, a recent Facebook survey found that of nine ways to communicate with brands, messaging is now the second most common way among consumers (the other eight messages were regular mail, email, phone calls, social media, SMS, social media, VoIP.
The same survey also found that 53% of people sending messages to companies said they were more likely to shop with a brand they could access through the messaging app.
Consumers now prefer to send messages to companies than almost any other means of communication.
It is fast and easy and does not require customers to wait for hours. It’s no surprise that Whats App is its users’ favorite customer service channel. But it can also be a great customer service tool for brands.
Top tips for companies that want to provide a unique Whats App customer service
Always respond 24 hours a day
This may sound like no thought, but quick responses are one of whats app’s successful customer service columns. After all, 42% of people who send messages to brands now expect a response in less than an hour.
In addition, a recent study found that the faster companies respond to customer service requests, the more willing these customers are to pay for their products.
On Whats App, to respond to customer service requests quickly is an additional bonus. If your business responds to a customer within 24 hours of the last message, it will be free of charge.
Take advantage of different message formats
WhatsApp offers a lot of features that make communication easier for companies and customers alike. For example, you can send photos, videos, exact locations, GIFs, PDF files, or even audio recordings.
This diversity of formats means that you are not restricted to responding to customer queries only in text. Brands can send video lessons or PDF guides to help users with more complex problems, and users can send screenshots or videos explaining the problems they’re dealing with.
In addition, you can offer a positive and enjoyable customer service experience by throwing some fun GIFs (if appropriate).
Start using Whats App Chat Bot
If you have access to Whats App Business API, you can add Whats App Chat Bot to your business account to automatically answer FAQs. It can save you this time and energy, meaning you’ll always be able to send a reply within 24 hours.
However, it is important not to leave everything to WhatsApp Chat Bot. Think of it as automatic FAQs, and make sure you still have a human being to answer less common questions and provide personalized answers.
(If you don’t have access to the API, you can still automatically set up messages and greet away with WhatsApp Business – we strongly recommend doing so to save time, power and reduce response times.)
Post your WhatsApp customer service number
There is no point in setting up and providing customer service on WhatsApp if no one knows you’re using it. Once you’ve created a business account, employee, or specialized team ready to deal with WhatsApp queries, you can add a link, button, or phone number to social media accounts, website, email signature, and more.
There are a variety of ways to integrate links to email your business on WhatsApp via social media or your website.
Tips and tricks on WhatsApp marketing strategy
WhatsApp is certainly not the most obvious marketing channel. You can’t start conversations with customers except send non-promotional notifications, and even those that cost money. You can’t also advertise to users, and you need their phone numbers before you can contact them in the first place.
However, these entry barriers have a positive side: despite whatsapp’s more than 1.5 billion users, only a minority of companies actively use the marketing platform. This means less competition and an audience that is likely to be less upset and more receptive to your campaigns.
In addition, WhatsApp marketing restrictions will force you to be more creative in your strategy and experience new technologies to engage users. Here are some of the best ways to meet the challenge of launching a WhatsApp marketing campaign.
Use WhatsApp Status to reach a wide audience
WhatsApp Status is the story feature on whatsapp. It currently has more than 450 million active users a day, beating 300 million Facebook stories and 186 million DAU from Snapchat.
If you don’t use WhatsApp Status to connect with your business contacts, you’ll lose one of the largest channels available. But what kind of content should you post?
One option is to build brand awareness and customer loyalty by telling entertaining human stories about life in your office or an event you attend. Think of this as a continuation of facebook’s social media marketing strategy and Instagram Stories.
The last solution is to use your promotional status more. For example, try posting photos or videos that highlight flash sales or temporary discounts on your website. Because content will disappear after 24 hours, this is a great way to create a sense of importance, curiosity and interest in your products.
Engage users through WhatsApp groups
If you want to form a community around your WhatsApp brand, groups are your best bet. It allows up to 256 people per group to interact with your work and with each other.
But know that WhatsApp groups are only for customer service purposes. WhatsApp clearly prohibits the use of its platform for “advertising, marketing or promotional messages unless we are authorized in writing to do so.”
Consider WhatsApp groups a branded channel where anyone who wants to join them can ask questions or discuss your latest products or campaigns. Because they have a maximum size, the groups have an atmosphere of uniqueness.
You can take advantage of this by posting the word on your other channels that the first 256 people to join, for example, receive discounts and special offers.
WhatsApp groups also have untapped content marketing capabilities. Because WhatsApp lets you send links, photos, videos, PDF files and more, why not set up a newsletter-style distribution form where people subscribe to your latest e-books, blog articles and videos? But again, consider WhatsApp rules for promotional messages, and ask for permission if you feel you may not comply.
Start with unconventional WhatsApp marketing campaigns
With WhatsApp, you need users to text you first before you can communicate with them. Because you can’t take the first step, you need to be creative.
WhatsApp marketing is about motivating users to email you, give you their phone number, or join your groups. This means you have to make it worth their time.
The basic learning here is that creativity and delivering real benefits to people who connect with your WhatsApp business can generate leads, sharing and a lot of brand awareness.
While the tips and tricks we just discussed cover a lot of what you can do as a whatsapp business today, there is a new and bold future opening up to the brand platform.
New Experiences to Make Business Messaging Faster and Easier