Customer service on Facebook: learn the best practices

WhatsApp Business is an application that improves customer service in small and medium-sized businesses, achieving the relationships with customers and the immediacy that they demand today Customer service .

64% of consumers say they expect real-time support, regardless of the customer service channel they use. Source: Zendesk ;
Three-quarters of online customers expect help within five minutes. Source: McKinsey .
This application, despite having advanced features that do not exist in the traditional version, is compatible with it.

This means that even if your profile is a business profile and your client’s is a personal profile, you can still communicate. Your clients or prospects do not need to download anything additional or accept any updates to their application to establish contact with your company.

The main features of WhatsApp Business are

Considering that it is a free application , that it is already on customers’ cell phones and that they are familiar with its use, we are talking about 3 great reasons to use this channel in your company .

However, perhaps the main reason is that using WhatsApp Business can help you improve customer acquisition and experience .

Among the different mobile applications, the leader is the instant messaging category ( chat applications ), with WhatsApp having the most active users and the third in number of downloads, after Facebook and Facebook greece telegram phone number list  Messenger. Source: We are social and HootSuit

 

66% of adults say the most important thing a company can do to deliver a good online customer experience is to value their time. Source: Forrester .
It is no surprise  email marketing: how to improve usability and thus the click rate that WhatsApp is an effective platform in the social sphere, while WhatsApp Business is a powerful tool for customer service and relationships.

This channel can appear spontaneously at any stage of your sales process and make the customer’s journey more fluid .

It may be useful to resolve queries after visiting your website, request information and even close the sale. Or one of your current customers may also send the contact as a recommendation to a family member or friend and they, without prior knowledge of the company, request information via chat .

Benefits of WhatsApp Business in customer service
Agility in responses: the client will receive a response more quickly , as it is a channel that delivers messages immediately (just like the application for people) and that allows for automatic

responses and saved as frequent responses

Information on the status of messages: both the company and the client will be able to verify whether the message was sent, received and read.

Presentation through a business profile: the company will have its profile verified, which will generate trust in its customers. The customer will be able to obtain data such as its location, website, email, as well as  america email list a description of the company, through its profile.

Closeness in the tone of communication: although the company must be consistent with its usual tone of communication, with its respect and professionalism,

 

Integration with your website: It is possible to integrate WhatsApp Business with WordPress, to synchronize it with your website and thus enable direct communication with customers.
Feedback: This provides the opportunity to communicate more openly with the company. For example, in connection with an e-commerce site, you can explain why you abandoned your shopping cart. This way, the company can take action to ensure that this does not continue to happen.