WhatsApp is so present in people’s lives that it has even changed the way brands interact with their customers, making this app one of the store’s communication channels.
Social Miner recently released a report with information about mobile database Black Friday 2020. This research showed that the search for customer service via WhatsApp practically doubled , compared to the event in 2019, jumping from 24% to 46%, making this application the most used means of customer service this year.
When we saw this data, we here at Microsum had a question: correctly in their online stores?
With this in mind, we decided to write this article with some tips on how to use WhatsApp in your e-commerce.
Use WhatsApp Business
The first tip is to use the business version of the app . Its interface is very similar to the regular version, but it has some features:
Company profile: you can create a profile with company data, such as name, address, email, website and even a catalog with the main products;
Statistics: shows all account statistics, including messages sent and received and those that have not been read;
Opening hours: with Business, you can informmpany’s opening days and hours, and create automatic messages to be sent to customers who contact you after opening hours (or to welcome those who are sending messages for the first time);
Tags: You can categorize messages or customers by tags, making it easier to manage the application (e.g.: important; resolve issue; prospect; etc.).
Have a unique number for the company
It may seem obvious, but there are still retailers let me start by giving you who use their personal number as the company’s contact number. At first, it may seem easier and more practical than creating a new customer service channel, but believe me, it can cause a lot of headaches.
Additionally, it becomes more difficult to separate personal contacts from customers. You are more likely to lose focus with other conversations.
Have you ever thought about what would phone database happen if a client sent you a message at 10pm on a Saturday and you accidentally saw it? Two things could happen: either you saw it and left it to reply on Monday (and ended up forgetting), or you felt obligated to reply (and there’s no turning back).
With WhatsApp Business, as we discussed in the previous topic, you can set your company’s business hours and send automatic messages to anyone who contacts you outside of these hours. This way, you can enjoy the weekend without worrying about responding to any customers.
Be careful how you communicate
Communication via WhatsApp is very fast, especially when compared to other channels, meaning messages are read quickly. Therefore, be careful with the way you communicate .
You also need to be careful not to turn the app into an invasive channel. With actions to approach strangers. It is ideal for improving and consolidating the relationship with those who already buy from you.
Use WhatsApp as a customer service channel
It is common for consumers to access websites and, before making a purchase. Contact the store to ask questions, whether about the product. Delivery time or the store itself.
Use WhatsApp Business to clarify all your customer’s doubts and maintain closer contact with them. But do not convert sales from the website to WhatsApp.
Website Statistics
By finalizing a sale on WhatsApp that should have been on your website. You are altering your e-commerce statistics. If you take stock of how many sales were on your sales channels. They will not be as accurate. You may underestimate or overestimate some of them.