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WhatsApp is in the pockets of billions of people around the world. More precisely 2 billion people. The frequent access of so many people to this platform makes it an excellent tool for customer service strategies. Opening an easy and accessible channel for communicating with customers is a way of getting closer and creating connections, encouraging the bond between consumers and brands, loyalty and satisfaction. Despite all the advantages, it takes time and effort to develop a customer service plan that pleases and meets customers' expectations. Since the main objective of most companies is to cultivate customers and, at the same time, save time and financial resources, WhatsApp must be thought of strategically. Here, you can see how we can use WhatsApp in our customer service plan, creating a safe and efficient channel to cultivate and acquire new customers. Why provide customer service through WhatsApp? When we talk about the reasons for a company to provide customer service through WhatsApp when the first one should be its number of users.
Created in he messenger reached the mark of 1 billion users in 2017. Just three years later, the platform doubled in size and announced that the application is now used by 2 billion people around the world. In Brazil, WhatsApp is the most opened application throughout the day (54%), as well as the one that is spent the most time on (33%) and also the one that appears on the most main screens (54%). The “ Panorama ” study , carried Industry Email List out by the website Mobile Time in partnership with the research solutions company Opinion Box, shows the power of the platform among Brazilians. If that wasn't enough, WhatsApp's featlows your service teams to get closer to customers, have a clear view of what is happening and give them correct answers, a crucial aspect of customer service. Another important point for marketing is that it is possible to communicate with new and old customers in a highly personalized environment, sending messages to those who are really interested, without being intrusive.
Use a chatbot to improve your customer service responses In 2018, WhatsApp launched the WhatsApp API. API is an acronym for Application Programming Interface, in free translation into Portuguese. Through it, a series of integrations became possible that enable the scalability of customer service and support via WhatsApp. Thanks to the API, it is now possible to integrate a chatbot with your company's WhatsApp business account. Chatbots are interactive software platforms that are very valuable for automating a company's processes and can be used in strategies to attract more customers and generate more value. Using a chatbot to automate some steps in communicating with customers can help save time and money for your company and customers. At the same time, bots provide useful information to different sectors of your company. What are the advantages of chatbots for customer service? With this technological solution, your company is not hostage to the working hours of human agents.
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