This is a guest post by Oten Tecnologia.
WhatsApp has more than 2 billion monthly active users globally. Reaching out to your customers to provide support and care on a platform that they use daily is a great way of connecting with them. Here are five tips that you can use to get the most out of every WhatsApp customer conversation.
ProTip 1: Do not take long to answer
When customers reach out to you through this channel, they want more interaction, more agility, and a quick way to resolve their questions or solve their problems. So don’t leave a conversation waiting.
ProTip 2: Be objective
Keep in mind the goal you want to achieve or the response you want to generate when starting a conversation, and always make yourself available to understand the customer’s needs as quickly as possible. This keeps you focused on offering the best solution to the customer, and prevents them from being frustrated by a delay in getting an answer or solving a problem.
ProTip 3: Create standard content for simple problems
Standardizing some content can help improve your customer service, especially when you have a high volume of support conversations to respond to. If a customer is facing a common problem, a standardized solution in the form of text, document, or video, can solve this problem much faster.
ProTip 4: Collect and use customer information responsibly
When obtaining personal information about the customer be responsible and never spam them with marketing messages that they didn’t sign up for. Use the information you collect only for necessary communications and only send marketing messages to customers who have subscribed to them.
Simplify your WhatsApp communication with your customers with WhatsApp Hub for Zoho CRM. The extension allows sales agents to send messages on WhatsApp and records the history of all messages sent and received by the team.
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