Customer support is a key part of any business’s operations. By staying in touch with clients, you can notify them about new developments and enhance their experience with your products or services.
WhatsApp is quickly becoming one of the most popular ways for businesses to provide customer support. With its easy-to-use interface, powerful features, and wide availability across mobile platforms, it’s no wonder why more companies are relying on WhatsApp as their preferred communication tool with customers.
This guide will explain how to use WhatsApp for customer support and the various benefits it offers.
By the end of this guide, you’ll have all the knowledge you need to get started using WhatsApp as an effective customer support tool.
So let’s dive in!
Benefits of using WhatsApp for Customer Service
WhatsApp is going to give you the farthest reach if you want to have access to as many people as possible. WhatsApp is by far the most popular messaging app in the world, with over 2 billion monthly active users and 100 billion messages delivered every day.
Here are the following benefits of using WhatsApp for customer support:
1. Send Promotional Messages
WhatsApp makes it easy to send promotional messages and keep customers up-to-date on any new offers or discounts. This is an effective way to reward loyal customers and encourage new ones to try out your products or services.
You can also use this feature for marketing purposes. For example, if you have a new product coming out soon, you could send out an announcement about it on Whatsapp so that people know about it when they open their mobile phones.
You can send the message at any time of the day, and it will be delivered to your customer immediately. This is especially useful for businesses that need constant communication with their customers.
2. Order Products (Cart or Catalog)
Businesses can leverage Whatsapp bots like SmatBot to give customers an easier way to order products. Customers can simply select the items they want from a catalog or shopping cart, and the bot will take care of the rest. This eliminates manual labor for businesses and saves customers time by allowing them to place orders quickly.
This helps increase customer satisfaction, which in turn results in higher levels of loyalty for businesses.
Furthermore, using Whatsapp bots for customer support allows businesses to provide customers with real-time updates on the status of their orders. For example, the bot can be programmed to send notifications about order deliveries, shipping estimates, or any other relevant information that customers would like to know. This helps ensure that customers stay up-to-date and informed about their purchases.
3. Track Order
Since WhatsApp messages have a 97% open rate, it is the most effective way to keep your clients updated.
The WhatsApp API, like SmatBot, helps you send tracking messages to your buyers at each order completion. In addition, it includes a tracking link that takes the shopper to a tracking page with real-time order information. This way, your customers can easily track their orders’ status and receive notifications when items are shipped or delivered.
Moreover, this helps to reduce customer inquiries and enhances the overall customer experience.
4. Collect Feedback
Gathering feedback is crucial to growing a business. WhatsApp chatbots like SmatBot allow businesses to collect customer feedback, which helps understand customer requirements, preferences and issue resolution.
Moreover, WhatsApp chatbots let you send an interactive survey form to gather customer feedback. Further, it can also be used as a review-sharing platform.
For example: When a customer receives their order, you can ask them to share their valuable feedback and rate your product as per their satisfaction level.
5. Push Payment Confirmation
WhatsApp can also be used to push payment confirmations and other order details to the buyers, making the process more transparent. This helps in providing a smooth and convenient payment experience.
Moreover, you can even notify clients who have never interacted with your business on WhatsApp before about payments, shipment updates, account updates, etc., using the WhatsApp business API like SmatBot.
6. FAQs
WhatsApp bots like SmatBot can automate Frequently Asked Questions (FAQs) and provide instant answers to customers. This can save customer service reps time, as they don’t have to answer the same questions multiple times.
In addition, by using natural language processing, the bot can process customer questions and provide accurate responses. This helps to speed up the resolution time for customers who need help.
7. Receive Payment
By enabling UPI payments over WhatsApp, businesses can give their customers a seamless buying experience without switching apps. Using WhatsApp, businesses can allow their customers to order and make payments quickly.
Besides, customers usually forget to make payments, but by integrating WhatsApp API like SmatBot, you can remind them about their pending payments with personalized messages. This will reduce drop-offs for businesses in the financial sector or with a subscription model.
In addition, WhatsApp reduces the possibility of errors because it doesn’t require any manual involvement; the whole transaction takes place within the WhatsApp app.
Conclusion :
To summarize, WhatsApp is an excellent choice for businesses that want to provide customer support and boost their sales opportunities. It enables direct communication, provides a secure payment gateway, and encourages customers to complete the transaction without any manual intervention. This makes WhatsApp an excellent tool for businesses in various industries.
Moreover, by taking advantage of this platform, you can improve your customer service offerings, provide better customer experiences and increase your sales in the longer term. Plus, you’ll save money on hiring staff and other associated costs. Overall, WhatsApp is an invaluable tool for customer support and should be utilized to ensure maximum satisfaction.
Furthermore, integrating WhatsApp Business API, such as SmatBot, into your existing customer service strategy can help you automate your customer support services and improve client experience and retention. With the increasing popularity of WhatsApp, this is a must-have for any business looking to provide top-notch customer service.
If you’re not using WhatsApp for customer support, now is the time to start!