In just a few years we have seen how WhatsApp has become a primary technology in our daily lives and in the business sector. Some of its many characteristics like ease of use and the direct contact it allows us to make have left us unable to imagine life without it as a way of connecting with the people around us, and that includes our customers.
Every company, including Livebeep, has been incorporating WhatsApp as one more communications channel at its disposal. However, as happens with any great technology, it needs to be used wisely and effectively for it to work as an ally through which to establish a healthy and effective tie to the users of our products.
In our post today we reveal some keys to improve dealings with your customers through this application.
Personalise your user account
First of all, it is important to give a well-defined personality to your account, in a way your customers can recognise easily and link to your company. Customising some aspects, like the photo in the profile, perhaps including your logo or your status with a distinctive phrase that defines your brand well, will give you transparency when dealing with your users. It can also help to include other data like a URL or a contact address.
Your customers must know you are on WhatsApp!
With regard to the previous point, it is important to highlight and communicate your presence on Whatsapp. Many of your on-line media can be good places to announce it: at the end of your communications such as a newsletter or the footer of your website next to other contact links.
Establish what audiences and goals you have
We must know with which sector of our customers we will be able to communicate with this format in order to use the tool more precisely and appropriately. Good planning will allow us to determine the users most inclined to use it and act on the information.
Define what your customer service timetable is
Given the daily access we have to Whatsapp and its use, it is important that we define the times when we can deal with enquiries from our customers. In some cases, we can use systems that allow us to respond 24 hours a day to incoming messages, like a chatbot, but if we do not have them, it is important to make clear what our operating hours are.
Integrate your multichannel service platform with WhatsApp
A simple way to control your communications with customers through WhatsApp is integrating it into your contact platform the way Livebeep does. In this way, the experience of your customers will be enriched and your communications management will be more centralised.
Incorporate a Chatbot for WhatsApp
In accordance with what we said in the point referring to the service timetable, incorporating a chatbot as a method of communications to your application channel will allow you to provide more complete coverage for your users. A chatbot offers service to your customers 24/7 and also lightens the load on your operators. In this link you can find more information about our Beepy Chatbot.