The use of text messages by companies to generate greater proximity with their customers is becoming more frequent. Sending SMS and messages by applications make a difference in the way of communication.
One of the most popular is undoubtedly WhatsApp. With a total of 2,000 million users worldwide and an average of 30.5 million in Spain, they make it a perfect channel to interact with customers. In addition, it ensures proximity, since an average user consults the app more than 20 times a day.
Why your company should use WhatsApp Business
Given this scenario, WhatsApp Business becomes a very useful tool for communication between companies and customers. The keys? It is a bidirectional and immediate application. Communication becomes faster, simpler and above all closer.
The versatility of this platform allows you to generate any type of communication. These can range from customer service to alerts, updates or even marketing campaigns, in fact, along with SMS for companies, WhatsApp has established itself in recent years as the most used mobile messaging publication by companies.
In addition, the application allows the creation of a verified business profile that includes, among other aspects, a link to your corporate website, a contact email, a description of the business activity and the postal address.
Some possibilities of WhatsApp for companies
WhatsApp Business gives businesses all the tools they need to organize their customer messages, automate responses, and get faster. Here are some tips so you can get the most out of the tool.
1. Personalize your profile
When implementing WhatsApp Business, it is necessary to take into account some details in order to get the most out of it. One of them is the personalization of the profile, since transmitting the same brand image in all your channels is decisive when it comes to generating trust and building customer loyalty.
The WhatsApp Business platform allows you to set up a complete professional profile. Including a photo, the commercial name of the company, a description and the postal address. In addition, you have the option of placing the blue badge that generates a more serious and professional image. To complement all this and maximize the chances of converting a one-time inquiry into a lead, it is recommended to add the email and the website.
2. Improve your notifications
Keeping a client informed is advantageous in all aspects. WhatsApp Business allows you to send different types of notifications that can be supported by multimedia content, such as videos, images, emojis or personalized calls to action and that offer a much more personal experience. You just have to choose the correct format according to the use you are going to give it.
Rich notifications can be used to send order confirmations, updates, notices or appointment and payment reminders, to name a few examples.
3. Automated responses and better customer service
Immediacy is a highly valued element in any customer service process. If you are able to offer personalized answers to each client, you will make a difference with respect to the competition and help you to have a positive user experience.
We recommend, for recurring and easier to answer questions, that you establish a series of pre-programmed answers that will reach the user instantly once the question has been identified. For example, welcome messages help to make a good first impression, or set up automated responses for frequently asked questions.
In addition, sometimes web-chat services force customers to open a third platform, which can be annoying and directly affect the user experience, with WhatsApp Business, you can interact with your customers without the need for prerequisites to the conversation.
4. Classify your customers
Another advantage is being able to tag customers who have established an interaction with your platform, so you can manage your chats and contacts as if you had your own CRM.
For example, you can classify them according to their interests, location, account status, specific behaviors, among others. Having an ordered classification of all these contacts will allow you to keep track of your accounts, sales per customer and will help you generate personalized messages that accompany your marketing strategy.
5. Take advantage of the possibilities of cross selling
Because of his high penetration rate (above 90% in Spain), the opening rate of messages through WhatsApp Business is very high. This can be used for cross-selling actions to your customers on a platform that is within the reach of a click. For example, you can take advantage of the fact that a client finishes an interaction to offer through a preconfigured bot some complementary product or offer related to the reason why your client contacted you in the first place.
With traditional mail, and sometimes also with mail, we cannot always be sure that our message has been read or if it has even reached its destination. This problem is solved with WhatsApp Business, which lets you know how long each message has been read. It also has a section with statistics, which allows you to track marketing campaigns and the impact they have had.
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