As of January 2023, WhatsApp has ranked as the most popular messaging app in the world. People who use WhatsApp are also the most responsive with 90% of messages being open. With these statistics in mind, using WhatsApp to improve your customer service could be the competitive advantage that your business has been looking for. But how can you use WhatsApp to market your SME?
STEP 1: Download the WhatsApp for Business app
You could use the general WhatsApp app but the business app has a lot of tools available for SMEs to use to boost their business. You will need to get a business number for your company and then download the business app. You will need to create a profile and you can put some of your best-selling products in the catalogue.
STEP 2: Set up your automated messages
You can set up a greeting, an away message, and any other quick messages you need for frequently asked questions. For the quick messages, you can save up to 50 messages which you don’t need to type out every time. This will definitely save you time when answering frequently asked questions.
STEP 3: Create engagement norms
You will need to ensure that your customers receive the same basic level of service no matter who they speak to on WhatsApp. Ensure that your staff know what are the engagement norms and also let them know what times are outside of business hours.
Another aspect to consider when interacting with customers if you have a global audience is to ensure you have neutral greetings as you won’t know what time it is in your international customer’s country. You can also create some templates which your customer service agents can use when interacting with your customers.
STEP 4: Promote your WhatsApp chat channel
One aspect which customers value from brands is a quick response to their queries. This could be the deciding factor of who your customer chooses to do business with. Your WhatsApp channel ensures that your customer gets personal attention from the get-go. Promote your channel on social media platforms and your website. You can use the link from WhatsApp to put on these different places.
STEP 5: Use your status
Like most social media platforms, WhatsApp has a status which you can use to promote your products or services. You can put monthly specials or highlight your best-selling products.
STEP 6: Create community through groups
By labelling your different customers, you can create groups of customers with people who share the same traits. This will enable you to have focus groups to tap into when you develop new products or services, and if they are your top clients, you could give them the first look at any new services or products you release.
In these groups, customers can discuss your offering and also anything else they may have in common.
STEP 7: Send out broadcast messages
At special times in the year, you can send out celebratory messages to your customers. These messages can also be sent if you have other functional business messages which you need to send to all your customers.
STEP 8: Improve customer service
As your customer moves through the buying process, you can send them messages about how their order is going. You can also answer any questions they may have about the products or services you offer.
By utilising the benefits of WhatsApp for business, you will be able to improve your customer service and help create brand advocates for your company.
There is just one last cautionary note, when you send someone a WhatsApp they have allowed you into a very personal space and don’t try to spam them with information which is not related to their interaction with your business. Ensure that everything you send them is relevant and informative.
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