Delighting customers is one of the most efficient ways to stand out in the market, and customer service is an essential factor in this strategy. When it comes to online customer service, WhatsApp service is already one of the most sought-after by consumers, which is why knowing how to use the tool to delight customers is essential for your company.
Why is WhatsApp service so important?
WhatsApp, the instant messaging app, is not only widely used for personal use, but has also become a popular tool for companies that provide online customer service, as it provides direct and agile communication with consumers.
Since 2018, WhatsApp Business has existed, a version of the messaging app for companies, developed to serve small entrepreneurs who needed a more direct and efficient communication channel with their customers. It is currently used by small, medium and large companies.
The relevance of the app in customer service is mainly linked to the agility and practicality that this tool can provide to customer service, through quick and direct messages. With a more agile service, the customer experience becomes more satisfactory and, consequently, the company has more chances of delighting the customer with exceptional service.
In addition, the global adoption of WhatsApp for personal use also makes it a natural choice for customers looking to contact a company. Therefore, the application becomes not only relevant, but essential to meeting customer expectations and needs.
What are the difficulties and challenges?
Although WhatsApp offers easy and agile communication, it is possible to encounter some difficulties and challenges when using this tool to interact with customers.
One of the main challenges can be the sheer volume of messages that arrive every day. If the demand for service via WhatsApp is high, you need to have a robust team prepared to serve several customers a day, delivering the agility they are looking for when contacting the company.
Another challenge can be maintaining the personalization and quality of the service in the midst of the possibility of sending automatic replies. In many cases, companies make excessive use of response automation to deliver fast customer service. This strategy is not only ineffective, but can also cause even more inconvenience for the customer. That’s why it’s essential to balance automation with the personalization of WhatsApp service.
What are your WhatsApp service strategies?
Faced with the difficulties that can be encountered in customer service processes, some strategies can be adopted to optimize customer service via WhatsApp and overcome these challenges. Take a look:
- Have a qualified team: having a well-trained and qualified team is essential for effective online service. Agents must be familiar not only with the tool, but also with the products or services offered by the company. The ability to handle the large volume of messages and provide accurate responses is essential to guarantee customer satisfaction.
When and how to outsource your company’s customer service? - Automate intelligently: automation can be an excellent way to streamline processes and optimize service, but its application must be intelligent and balanced. Using automatic answers to frequently asked questions and standardized processes is a way of speeding up service without compromising personalization. Avoid automating solutions.
- Segment your service: segment ing your service according to specific customer characteristics and types of consultation is also an effective strategy. This practice makes it possible to direct demands to specific sectors, providing more assertive responses and solutions. Segmenting can also contribute greatly to personalizing service.
- Ask your customers for feedback: collecting feedback from customers is an excellent way to continuously improve your service. After all, the customer’s opinion is valid and can help the company understand the points that need improvement.
WhatsApp Business: what are the advanced features for customer service?
- Automatic messages: automatic messages are a powerful tool for speeding up communication and not leaving customers unanswered. You can set up automatic replies for greetings, temporary absences and even frequently asked questions.
- Business profile: the business profile in WhatsApp Business allows companies to provide detailed information about their products, services and contact details. It also offers the option of adding tags to organize conversations and quickly identify the status of each customer. The business profile provides a more professional and reliable presence on the app.
- Product cart: the product cart feature simplifies the purchasing process directly on WhatsApp. Customers can explore the company’s product catalog, add items to the cart and complete the purchase without leaving the platform. This functionality provides a more fluid and convenient shopping experience for the customer.
- Product catalog: the product catalog is an organized way of presenting the products or services offered by the company. You can add photos, descriptions and prices, allowing customers to browse the available options intuitively. This feature makes it easier to display products and boost sales.
- Data analysis: data analysis in WhatsApp Business provides insights into the performance of interactions. Companies can track metrics such as the number of messages sent, delivered and read. These analyses help evaluate the effectiveness of customer service strategies, identify areas for improvement and make informed decisions to optimize communication.
Automated customer service and chatbots: how do innovation and technology relate to WhatsApp customer service?
Innovation and technology in customer service via WhatsApp can make contact with customers even more agile, efficient and satisfactory, provided they are used properly and without exaggeration. See how automated customer service can relate to WhatsApp customer service and make it more agile:
- Chatbot for N1 service: N1 service (level one) refers to simple queries and interactions, such as frequently asked questions that don’t require human interaction. In this context, using a chatbot on the WhatsApp channel can be a great ally in speeding up service. The company can program the chatbots to understand and answer a variety of questions, providing basic information about products, company policies, opening hours, etc. This automation allows the service team to focus on more complex issues, providing a more agile customer experience.
- 24/7 customer service: having a chatbot for basic customer service also allows this channel to be available to customers 24 hours a day, 7 days a week. This way, whenever there is a need to contact the company, the customer will be attended to and given instructions on how to proceed with the interaction, preventing them from waiting too long for answers.
- Process automation: process automation is also a great ally in speeding up service via WhatsApp. Using automation technology can speed up orders, payments, delivery tracking and other processes. This not only saves time for customers, but also optimizes the company’s internal operations.
- Automatic notifications: the technology also makes it possible to send automatic notifications about order status, service updates, appointment reminders and other information that may be of great relevance to the customer. So, instead of leaving it up to the customer to find this update, the company can automate these notifications and keep them up to date with everything relevant, making the customer experience even more satisfying.
How to delight customers via WhatsApp?
Delighting customers is one of the key strategies for the success of any business and, in this context, customer service is one of the elements that needs the most attention and investment.
In WhatsApp service, some actions can be taken to provide a good experience and delight the customer. Here are some examples:
- Offer quick answers: to delight customers, it is essential to serve them quickly and efficiently. As we’ve already seen, WhatsApp is an excellent channel that has a number of tools to speed up service and provide quick answers.
- Have a qualified team: in addition to adopting the right tools, having a qualified team to serve customers via WhatsApp is essential. To do this, offer training so that the entire team has sufficient knowledge of all the channel’s functionalities and tools, as well as customer service techniques.
- Use optimization tools: there are various technological tools that can be used to delight customers with efficient service. One of them, as we’ve already mentioned here, is the chatbot, which can be used to automate basic responses or send personalized notifications.
- Don’t overuse chatbots: although they are excellent for optimizing customer service, overusing chatbots can cause a huge inconvenience during customer service, since in many cases the robots can’t solve problems completely and the customer needs human service. That’s why you should only use chatbots for level one service, i.e. for basic answers, and let qualified professionals take care of more complex demands.
Scooto helps you delight customers through WhatsApp service.
How do you monitor the performance of your WhatsApp service?
Just as important as providing good service is monitoring the performance of this service through data analysis. This way, the company can understand points that need improvement and use this information to make the customer experience even more satisfactory. Here are some examples of how to monitor the performance of your WhatsApp service:
- Response time
Average Response Time (TAR): measures how long it takes the team to respond to customer messages. A low TAR indicates a more agile service.
Average Service Time (ATT): evaluates the total time spent on each service. It can indicate the efficiency of the team in resolving queries quickly and effectively.
- Customer Satisfaction (CSAT): carry out satisfaction surveys to directly measure customers’ opinions of the service they have received.
Check out the Success Case: client Scooto achieves CSAT above 94%.
- Conversion rate: if the WhatsApp service is used for sales, monitor the conversion rate to assess the effectiveness of the interactions in closing deals.
- Abandonment rate: measure the abandonment rate, indicating how many customers give up before the service is completed. This can point to usability problems or dissatisfaction.
These are some of the most important metrics to analyze in customer service via WhatsApp.
Scooto helps your company delight customers through WhatsApp service
By now, you’ve understood that WhatsApp can be an excellent service channel and a driver for providing good customer experiences, and you’ve learned strategies for using the app to your advantage. Now it’s time to put it into practice and make WhatsApp your best service channel.
Your client prefers to be served by a qualified professional. That’s why choosing the professionals who will represent your company and interact with your customers every day is so important.
Scooto specializes in transforming the relationship between company and customer, combining human and artificial intelligence. With a focus on customer experience, we use data analysis strategies to transform customer service into a business intelligence service.
Your business can also count on the Scooto Way of delighting customers. Talk to a Customer Services specialist and have your onboarding within 24 hours!
