There are different channels through which your company can interact with (potential) customers. Think about phone calls, email, and various messaging channels such as WhatsApp, Twitter and Facebook Messenger.
With 2 billion users globally, WhatsApp is one of the most popular social media channels in the world. This makes it very easy for customers to communicate with companies. It’s easy to send a message to your customer, so you’re done.
Due to its popularity and accessibility, companies have tremendous opportunities for customer service and marketing.
If you decide as a company to offer WhatsApp as a channel of communication, keep in mind that you can expect more questions and messages that your contact form or email inbox.
The number of messages can also increase because the user has 24/7 access to WhatsApp. For example, someone can send a message on public holidays asking if they can return their product. Of course, the customer wants an immediate answer, it is important to deal with these questions as efficiently as possible.
Effective use of WhatsApp
To answer 24/7 questions, it is possible to create WhatsApp chatbot to communicate with customers via WhatsApp.
WhatsApp’s chatbots are good at recognizing and answering FAQs independently. This can last 24/7. If there are questions that there is no response to WhatsApp bot, they will be redirected to customer service and answered as soon as possible.
To resolve “unknown questions” faster, the bot can be trained to request the data a customer service representative needs. Think of questions like, “Are you already a client?” “Do you have a problem with a particular request?”, this model in which WhatsApp companies work with very effective and effective customer service agents.
WhatsApp to help companies communicate effectively with customers
WhatsApp Business gives companies the ability to set up their profiles with description, location, image, URL, as well as contact details. The primary goal is to enable companies to stay in touch with their customers and answer questions and queries in real time.
It is not recommended to use your own account for business purposes, as you will not be able to access the mergers and features available on the business platform.
Take advantage of the power of this flexible, data-rich app to provide insights into your customers while allowing you to respond to them immediately.
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