Offering customer service through various communication channels is not only an excellent customer loyalty strategy, it has also become law in Brazil .
Since October 2022 companies that provide
customer service through SAC must comply with the new guidelines decreed by the Federal Government ( Decree No. 11,034 ) that recognize the existence of new customer service channels, such as WhatsApp .
Now, companies can and must whatsapp number database choose any channel to serve consumers 24 hours a day, seven days a week. In addition to the traditional telephone service, which remains mandatory for a minimum period of 8 hours per day.
In this article, you will understand how to respond to customers on WhatsApp to professionalize your company’s customer service, and the importance of using the WhatsApp Business API .
How to respond to customers on WhatsApp?
WhatsApp , a messaging service, was indicated by 89.4% of respondents to the Customer Service Experience survey (Elife, 2022) as customers’ preferred channel for contacting a company .
This data reinforces the importance of what you need to do to have a successful social media presence investing in Digital Marketing in an effective support system to serve consumers who contact us via the app.
One way to execute this strategy is to automate your business’
customer service . This doesn’t just mean using automation services on WhatsApp to respond to customers, but also gathering all customer service requests in one place .
There are already tools that optimize the work of the support team and allow the monitoring of conversations between agents and customers, through a ticket system .
Another advantage of serving customers cuba business directory via WhatsApp, phone, email and social media on a single platform is that you can track the entire consumer purchasing journey . During the purchasing journey, customer information is stored to facilitate continued service or opening a new call.
In the case of WhatsApp , chatting with customers
Digital Marketing in using just a single phone number also makes it easier for consumers to recognize the company and makes it possible to organize customer service.
Centralizing your business’s customer service allows you to:
get an overview of the services;
interact quickly with the customer;
provide a better support experience;
record conversation history;
optimize the workflow of human agents;
track the customer journey.
Tips for good customer service via WhatsApp
Using a personal number to respond to customers on WhatsApp is not an appropriate way to offer support, as it can overload the agent and confuse consumers. Therefore, it is necessary to create a business account for support via WhatsApp Business.
WhatsApp Business is an application created for companies with the aim of allowing users to automate, classify and respond quickly to messages, which facilitates interaction with customers.
With WhatsApp Business you can create an account
connect up to four devices and a cell phone at the same time. This type of account may be sufficient for micro and small businesses. However, as your business grows, migrating to customer service via WhatsApp Business API is the best option to serve multiple customers and not lose any sales.
With the official WhatsApp Business API , Digital Marketing in you can connect as many devices as you need, allowing multiple agents to access the same account simultaneously. This service allows you to handle a larger volume of messages, in addition to using several tools to professionalize your service, such as:
history of interactions with customers;
active triggering of mass personalized messages;
panel with number of requests and quality indicators;
management of service tickets.
However, to enjoy the benefits of the official WhatsApp Business API , you need to hire a service provider.
Cxpress , Elife ‘s platform for managing omnichannel customer service on WhatsApp, social media, telephone and email, offers the official WhatsApp API to optimize your brand’s customer service and ensure the best purchasing journey for the customer.