WhatsApp is used by more than 1.5 billion users around the world, which makes it an attractive application for business owners, advertisers, and marketers alike. WhatsApp Business is the official tool from the American company for those groups that aspire to exploit the application to their advantage. For most brands, WhatsApp is first and foremost a customer service channel, for people who use it as their main form of digital communication, it is a truly convenient and natural platform to communicate with businesses they want to do business with.
In fact, a recent survey by Facebook found that of nine ways to communicate with brands, messaging is now the most popular among consumers. The same survey also found that 53% of people who message say they are more likely to shop with a brand they can access through the messaging app. We previously spoke in detail about what this application is and the solutions it provides to business owners, and now we will discuss the tips that marketers and brands can use to benefit from this service.
Topic contents Toggle You should always respond in less than 24 hours Take advantage of different message formats Consider using chatbots Advertising your WhatsApp customer service number Handle responses via WhatsApp Web (or a third-party tool) All of this should be achieved by turning WhatsApp into a marketing tool You should always respond in less than 24 hours Quick responses are a pillar of successful WhatsApp customer service, after all 42% of people who communicate with brands via messages expect a response in less than 24 hours. An hour. Additionally, a recent study revealed that the faster companies responded to customer service requests, the more willing customers were to pay for their products. On WhatsApp, quickly responding to customer service requests has an added bonus. If your business responds to a customer within 24 hours of their last message, it's free. Otherwise, you'll need to pay between 0.5 and 9 US cents per message for a response (depending on the country you're in). This is steeper than regular SMS fees, so you'll save a lot of money if you consistently respond to customers within a day.
Taking advantage of different message formats WhatsApp provides a lot of features that make communication easier for businesses and customers alike. For example, you can send photos, videos, specific locations, GIFs, PDF files, or even audio recordings. This variety of formats means you're not limited to responding to customer inquiries with text alone. Brands can send video tutorials or PDF guides to help users with more complex problems, and users can send screenshots or videos demonstrating the issues they're dealing with. Additionally, you can provide a fun and positive customer service experience by throwing in some fun and relevant GIFs.
Consider Using Chat Bots If you have access to the WhatsApp Business API, you can add a chatbot to your business account to automatically answer common questions. This can save you time and energy, and means you'll always be able to send a response within 24 hours. However, it's important not to leave everything to the bot, think of it as an automated FAQ, and make sure you still have a human around to answer less frequently asked questions and provide personalized answers.
(If you don't have access to the API, you can still set up automatic messages and greetings using the WhatsApp Business app – we highly recommend doing this to save time and energy and keep response times low.) Advertising Your WhatsApp Customer Service Number There's no point in setting up and providing customer service on WhatsApp if no one knows you're using it. Once you have a business account set up and a dedicated employee or team is ready to handle WhatsApp inquiries, you can add a link, button, or phone number to your social media accounts, website, email signature, and more. You can advertise your WhatsApp number through other social networks that you use, such as Facebook, in addition to Twitter. You can also display it on the site, on the Contact Us page, on the footer, or even in the header prominently.
Handling replies via WhatsApp Web (or a third-party tool) Trying to respond to large amounts of messages on your phone isn't realistic, it's time consuming and they can't be resized, let alone how good your thumb feels. Fortunately, WhatsApp users can also send and receive messages through their browser using WhatsApp Web. This option allows you to use a mouse and keyboard (or headphones if you're making calls), making your customer service workflow faster and more efficient.
If your business wants to deliver WhatsApp customer service more efficiently, there are third-party tools like Falcon.io that allow you to view all incoming messages in a single inbox, assign them to different employees, categorize them, sort them by read/unread and more. We hope these WhatsApp customer service tips and tricks help you deliver great experiences to your customers, but what if you want to go beyond just responding to replies and proactively use WhatsApp for marketing? All of this must be achieved by turning WhatsApp into a marketing tool. WhatsApp must not stop at just being a communication channel with customers and those interested in your services and products, but rather it must turn into a marketing tool through the following steps: The first is to use WhatsApp Stories: There are about 450 million users of WhatsApp Stories, which makes it superior to the number of users of the feature we create in Snapchat, and one of the options regarding the nature of the content that you will publish is to build brand awareness and customer loyalty by telling stories. Entertaining humanity about life in your office or an event you are attending.
Think of this as a continuation of your social media marketing strategy on Facebook and Instagram Stories. The second is through interaction through groups: If you want to build a community around your brand on WhatsApp, groups are your best bet. They allow up to 256 people per group to interact with your business and each other. Consider WhatsApp groups a branded channel where anyone who wants to join can ask questions or discuss your latest products or campaigns.
Since at their maximum size groups have an air of exclusivity, you can take advantage of this by spreading the word on your other channels so that the first 256 people to join can, for example, access special discounts and offers. WhatsApp Broadcast lists also let you message up to 256 people at once, but what you send will appear as a direct message to everyone in the broadcast list. This makes it easy to launch individual communication campaigns via WhatsApp, plan group events and invite interested people to them.
Both WhatsApp groups and WhatsApp broadcast lists also have untapped potential for content marketing. Since WhatsApp lets you send links, images, videos, PDFs, and more, why not set up a newsletter-style distribution model where people sign up to get sent your latest eBooks, blog articles, and videos? #WhatsAppBusiness #WhatsAppBusiness
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