How WhatsApp Can Be Used For Customer Service (Step by Step)

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Some years back, WhatsApp was mainly an instant messaging app just for chats. In time, different features were introduced and today, WhatsApp is more than just a chat app.

WhatsApp is enhancing the way we communicate online and also affecting business interactions too. Today, some brands are using WhatsApp to boost their business in the aspect of customer service.

Customer service is an integral part of so many businesses and WhatsApp can help business owners to interact with their customers. If you want to achieve success in using WhatsApp for customer service, then follow these tips.

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Install WhatsApp Business

The first step is to install WhatsApp Business on your device. WhatsApp for business has features that let your customers or prospects learn more about your business. It has a section in the profile where to add your business location, business category, website URLs, working hours and email.

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97% of people that contact a business on WhatsApp check the profile of that account. So with your location, category, working hours, website URLs and email, people will see the authenticity of your brand.

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WhatsApp business has a messaging tool that enables you sends Away messages, Greeting message and Quick replies. It also has labels which help you organize customers and chats.

Let People Know Your Business Is On WhatsApp

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On your website contact page, social media pages, business cards or online directories, let customers know they can also make enquiries via WhatsApp.

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Add Your Business Logo or Profile Picture

There is no one that has ever used WhatsApp and for once didn’t check the display picture of another user. This indicates that people do check profile pictures. So if you use your WhatsApp for personal or corporate business, make sure you have a real picture of yourself or your company logo. It removes doubt of genuineness.

Build Relationship By Replying On Time

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Leaving new customers unattended to for long hours can have a negative impact. They can go elsewhere to find what they are after except they are old customers who already have a solid business relationship with your brand.

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Never Send Unsolicited Messages

Many of us are aware that WhatsApp has great marketing potentials but in using it for customer service, never be tempted to send broadcast messages. If you must do so, let them know that you may occasionally send business updates to them if they so desire.

WhatsApp is truly helpful to business in attending to customers’ complaint, suggestions or inquiries. If your business does not have a customer service on WhatsApp, now is the time to create a channel and start reaching out to your customers.


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