How to Use WhatsApp for Customer Service?

Why should you use WhatsApp for customer service?

WhatsApp has 2 billion active users in 180 countries. It’s almost certain that your customers are using WhatsApp on a regular basis. To make it even better, 70% of WhatsApp users check the digital app daily.

And guess what, providing customer support over WhatsApp reduces customer effort by eliminating the need for them to always visit your website, write an email, or even get on a phone call in order to reach you.

In fact, it makes things even easier by making it unnecessary for them to even write a message at all. They can even have voice interactions with you by using WhatsApp customer service.

How can you use WhatsApp for customer service?

Answer customer questions

This is the most obvious thing you can do to provide customer support over WhatsApp. Your customers spend a lot of time using WhatsApp. Now if they do end up having questions regarding your offerings, it’s only right that they should be able to reach you over the app that they’re already using regularly. Instead of having to open (or worse, download) another digital app.

‍Share notifications

With the WhatsApp business API, you get to send notifications regarding payments, account updates, shipping information, etc. Even to customers who haven’t interacted with your marketing business on WhatsApp before.

WhatsApp can even be used to send purchase confirmations and order details to your customers, thus keeping things transparent. In addition to this, a WhatsApp chatbot can even be used to share personalized product recommendations, drive sales, and collect payments from your customers.

Pushing out reminders

You could even send payment, booking, and appointment reminders over WhatsApp.

WhatsApp can be used to schedule and reschedule appointments, reservations, and other bookings. The process becomes even easier for you when you integrate your WhatsApp support solution with your customer service and marketing software like spreadsheets and calendars.

If you run an eCommerce store on Shopify, you can use a Shopify chatbot to automatically send out order updates and even send out abandoned cart recovery messages with discounts and other promotional offers.

Benefits of WhatsApp for Customer Support

Using WhatsApp for customer support can help your business in many ways:

• Highest number of monthly active users:  Among messaging apps, WhatsApp has the highest number of monthly active users cutting across age groups and geographies. Therefore, it can give your business a chance to expand its reach and realize its true potential.
• Team inbox: Using WhatsApp for business gives the advantage of a team inbox where customer chats can assigned to multiple support agents together. So, that the quality of service can improve.
• Chatbot capabilities: The use of a chatbot template for WhatsApp customer support can enhance the capabilities of your business and automate responses. Integration of bots can help manage customers efficiently.
• API availability: The easy availability of WhatsApp business API can help your business with third-party integration such as with CRM and Salesforce. This can help put together all customer data in one place and use it for better customer service.
• Rich media support: A new dimension to customer engagement can added by sending rich media content. Such as images, videos, emojis, or documents. It’s also possible to create a catalog to showcase your products and digital services.