The growing frustration among customers regarding lengthy phone wait times and delayed email responses has led to WhatsApp becoming one of the most effective platforms for providing customer support. With such a large number of users around the world and an easy-to-use interface for both consumers and companies, WhatsApp allows consumers to connect with brands right away, while providing an opportunity for brands to quickly and personally respond to consumers.
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Reasons Why WhatsApp is Great for Providing Customer Support
WhatsApp allows brands to interact with customers in real-time, has one of the highest read rates of any messaging platform, and provides customers with a familiar platform for communicating with brands. If brands use WhatsApp effectively, it can help brands reduce response time by a wide margin and also help brands improve their customer satisfaction scores and increase the efficiency of their customer service operations.
To get the most out of WhatsApp as a customer service tool, brands should implement such tools as a multi-agent viewable inbox, so multiple agents can respond to customers from one inbox. Another way to leverage WhatsApp for customer service is through chatbots that automate answers to frequently asked questions.
Additionally, brands can benefit from smart routing tools that ensure all customer inquiries go to the right department, while CRM software integrations will allow brands to keep customers’ information organized in one place and accessible by multiple teams.
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Best Practices for Effective WhatsApp Support
- Create an expansive profile for your business.
Your business will become more trustworthy and recognizable once you put your name, description, hours of operation, website link and contact information on your business profile.
- Use the WhatsApp channel to engage customers.
When you include WhatsApp buttons on your website, emails, social media, and product packaging, you’ll be able to easily connect customers with your support team.
- Use a chatbot to quickly respond to frequently asked questions (FAQ).
This will allow your team to spend time handling more complex cases.
- The transition from a chatbot to an actual agent should look seamless to customers.
When customers transition from a chatbot to an actual agent, the actual agent should have access to previous chat history, which allows him/her to step in on behalf of the customer without having to ask the customer to repeat what they said previously.
- Communicate with customers using a friendly, warm and relatable tone.
When communicating with customers through voice, it is important to sound natural and establish a connection to the customer. This is best accomplished by using the same language and tone of voice as the customer.
- Offer multiple languages to support customers in different parts of the world.
If you have international customers, it is essential to provide responses in multiple languages so that you can continue to build a culture of comfort and understanding.
- Use visual aids to support your written instructions.
Using visual examples (images, video or screenshots) can help customers understand the information you are providing very quickly and easily.
- Create less friction during the customer journey.
Reduce the number of steps in your customer’s journey to purchase, use quick-reply buttons, and design processes that create minimal drop-off.
When you combine a human connection to your chat with effective automation, a clear workflow process, WhatsApp is an extremely powerful avenue for providing quick customer-focused service. By taking the time to implement these best practices, you can dramatically improve customer satisfaction and build solid relationships with your customers.
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