The advent of technology changed the landscape of executing business functions. From finance to operations, everything relies on technology, even marketing, which is now being performed digitally.
The customer is the king of marketing, and keeping the customer happy should be a priority. Instant communication has become crucial for any business. Customer queries need to be resolved on a real-time basis.
WhatsApp is the most used app, holding a 23% share of global marketing apps. It helps build strong relationships with customers by offering instant replies, automated responses, multimedia sharing, and message status tools, fostering more robust relationships.
WhatsApp business was introduced in 2018 enlarging the market size to 2 billion. It is now being used to generate leads, schedule appointments, make bookings, and more thereby providing meaningful assistance to the customers.
Understanding WhatsApp Customer Support
The integration of WhatsApp with customer support leveraged the power of assisting. WhatsApp is a readily available platform that helps respond instantly to customers. WhatsApp for customer support has improved customer service speed by 225%.
Reasons to adopt WhatsApp customer support
WhatsApp Business has gained popularity and is being used by over 50 million small and medium-sized businesses. It offers a wide range of lucrative features which makes it a preferred platform. Some of these are discussed below.
Familiarity
WhatsApp stands in the top 3 apps to be downloaded, indicating its popularity.
Instant response
WhatsApp allows real-time communication, enabling prompt replies.
Rich Media
Troubleshooting can be done better when supported with media like images or other multimedia
User Friendly
WhatsApp has a user-friendly interface convenient to use by every age group. It is popular in the age group of 55 to 64 years having 20.4% of female users and 19.6% of male users.
Automated Response
Businesses can integrate ChatBots like BotPenguin to WhatsApp Business accounts to set up automated instant replies.
Personalization
WhatsApp enables direct messaging to the consumer, making conversations more personalized.
Integration
WhatsApp can easily integrate with customer support tools, resulting in efficient customer relations management.
Segmentation
WhatsApp provides labels that can help you categorize your customers
Tracking
Message status is reflected by the read receipts, which help you estimate the interest of a customer.
Encryption
WhatsApp ensures privacy by keeping the conversation exclusive to the sender and receiver.
Cost Efficient
WhatsApp is mainly used to provide customer service at a relatively low cost.
Implementing WhatsApp customer support
To set up WhatsApp for customer support effectively, you need to follow these steps:
Setup WhatsApp Business account
Download WhatsApp for Business app from the App Store or Play Store.
Sign Up with your name, address, and phone number.
Add a profile picture that can be your brand logo.
Automated Response
Craft automated messages for your customers. Set a warm welcome message and an away message.
Labeling
Categorize your conversations using labels and keep important messages starred. Promptly assist customers and quickly respond to customer queries.
WhatsApp business tools
Use WhatsApp business tools like Status to share updates about your brand, use Broadcast to send updates to multiple users simultaneously, and access metrics to see how your messages are performing.
Promote your WhatsApp channel link
Add your WhatsApp contact link and QR code to your marketing content material. Also, Include your WhatsApp number in your mail signature.
Cost-Effective Customer Support
The WhatsApp AI chatbot can handle a substantial volume of queries simultaneously, reducing the need for a large support team and cutting operational costs
Feedback and Control
Request for testimonials from the customers. Perform controlling functions by reviewing the performance and assessing the results. Make necessary changes based on the results.
Compliance
Comply with privacy regulations. Provide customers with privacy notice before attaining information. Let them know how their data will be protected.
Practices in WhatsApp Customer Support
Certain conventions should be kept in mind while executing WhatsApp for customer support. Let's discuss a few of them.
Address queries in real-time
Respond to customers promptly without wasting time. Resolve their queries immediately or give them a time frame for resolving issues.\
Tailored response
Customize your messages, add a personal touch by using names, and make the conversation more interactive.
Rich media
WhatsApp supports multimedia use to address queries. You can send a tutorial video, documents, or images for better understanding.
Avoid ambiguity
Answer customers' queries clearly, provide them with all the necessary information, and use simple language.
Provide a solution
Make sure that the customer gets something valuable out of the conversation. Provide them with solutions and give them options to choose from in case you cannot resolve then look for alternatives.
FollowUp
Ask your client whether they are satisfied with your support or not.
Feedback
Request feedback from the customers and ask for suggestions to improve.
Implement these practices to provide better customer service using WhatsApp for customer support.
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Understanding Traditional Customer Support
Customer support involves addressing customer issues and resolving their queries. The methods for conducting it have evolved over the years. Let's explore some traditional customer support methods.
Telephonic Support
Function
The customer calls a helpline number to speak to the assisting executive.
Usage
Use when the quieres requires immediate assistance. It offers personalization and direct conversation.
Email Support
Function
Customers can write and send queries to the company’s email address, and the support team is supposed to reply by providing a solution.
Usage
Preferred when document support is required and the query does not require an immediate solution.
Human assistance
Function
A customer support person helps resolve queries from the company staff in person.
Usage
Where product repair or training is required
Mail Support
Function
Post letters to the company, when the solution to be provided is either through postal mail or by phone, as it suits.
Usage
When formal communication legalities
Fax Support
Function
Customers send documents via a fax machine to which company.
Usage
Often used for official work.
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Practices in Traditional Customer Support
Traditional customer support has existed for a long time. With time, it has adopted certain customs that enhance its ability. Let's take an insight at some of them,
Training and Development
Training the customer support team about the product or services so that they can provide support proficiently.
Monitor performance
Analyze customer responses to provide better customer support in the future.
Feedback
Collect customer feedback to assess customer satisfaction.
Record
Record interaction for training other agents.
Traditional Methods form the foundation of the customer support system, ensuring the address of issues in a conventional manner.
Comparing WhatsApp and Traditional Customer Support
The customer support service should align with your product or services. Analyze which method will meet the customer's requirement and efficient assisting.
WhatsApp for customer support becomes an ancillary to any customer service channel.WhatsApp offers the bliss of digitalization, while traditional work is efficient when issues are complex and require personal interaction. Both have different approaches to solving problems, but we can compare them on a similar basis.
| Basis | WhatsApp Customer Support | Traditional Customer Support |
| Channel | Whatsapp business Application | Phone, E-mail, Inperson |
| Time | Real-time | Depending on the medium, usually slower |
| Cost | Low | High |
| Privacy | Encrypted conversations | Chances of information leak |
| Scale | Easily scalable using ChatBots like BotPenguin | Requires more resources to increase scalability |
| Reach | Global | Limited |
| Integration | Can be easily integrated with marketing tools | Requires a complex infrastructure |
| Tracking | Offers tools to track message status | Not possible |
| Customer Preference | Highly preferred | Not preferred |
| Language | Supports Multiple languages | Less diversified |
WhatsApp for customer support and traditional customer support offer unique pros and cons. WhatsApp is a modern approach that enjoys the perk of innovation, being cost-efficient, and providing a quick response rate.
Traditional customer support, on the other hand, is suitable for providing formal support. Prefer using other methods when your product or services cater to the population above 65 years or for sensitive matters.
Adopt a hybrid approach to enhance customer relations management.
Choosing the Right Support Channel
Customer support is the backbone of any business. Success depends on the satisfaction of the customer.
Choose the right channel to provide support to the customer based on the nature of your product or service and the customer's preferred channel.
Consider the following factors:
Nature of Business
If your business requires diagnosis and technical support then choose the traditional method. Whereas for instant answering, tracking customer feedback or refunds then choosing WhatsApp for customer support is recommended.
Customer Preferences
Youth prefer instant communication, which is best supported by WhatsApp customer support. The elderly are more comfortable with phone calls and mail.
Locations
WhatsApp for customer support offers global reach in multiple languages at a low cost, whereas robust infrastructure is required to provide services in different languages and regions.
Nature of queries
Simple Routine queries can be resolved through WhatsApp AI chatbot, offering real-time assistance, whereas in-person assistance can be used to solve complex or technical issues.
Integration
WhatsApp supports convenient integration with marketing tools and ChatBots to offer better CRM.
Traditional methods also support integration, but the required infrastructure is more costly.
Privacy
WhatsApp offers end-to-end encryption, which can be used to avoid information leaks.
Traditional methods should be preferred where information shared is not very private.
Decision-Making
Ask the customers which channel they prefer for reloving queries. Solve simpler issues using WhatsApp for customer support and more complex issues through mail or in person.
Align your channel with the urgency of resolving the issue.
Consider your funds before choosing your support channel. Security and privacy requirements should be analyzed before selecting a channel.
Combining channels for a hybrid approach
Integrating WhatsApp for customer support with traditional channels can give customers more options and convenience while maximizing support efficiency. WhatsApp for customer support has become a necessity for every business. Combine your channels and offer a magnificent customer support experience.
You must know which customer support channel supports you the most. The customer support service should align with your product or services. Analyze which method will meet the customer's requirement and help assist efficiently.
WhatsApp for customer support offers the bliss of digitalization while traditional support methods work efficiently when the issue is complex and requires personal interaction. Both have different approaches to solving problems. We can compare the both on a similar basis.
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Conclusion
Customer support is the most important aspect of any business enabling repurchase. Customer loyalty depends on the level of satisfaction he derives from the assistance. A happy customer not only makes repurchases but also helps you get more customers. Prompt replying is recommended to address customer issues for which WhatsApp becomes the best channel.
Inculcate WhatsApp for a customer support channel to leverage your customer service potential. BotPenguin can help you implement WhatsApp AI Chabot.
Sign up for free and experience the magic of automation.
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Frequently Asked Questions (FAQs)
What is the main difference between WhatsApp customer support and traditional customer support?
WhatsApp support offers instant messaging for quick responses, while traditional support relies on methods like phone calls or emails,
Is WhatsApp customer support more cost-effective than traditional methods?
Yes, WhatsApp support can be more cost-effective as it reduces the need for dedicated call centers and associated infrastructure.
Can WhatsApp customer support provide more personalized interactions than traditional methods?
Yes, WhatsApp support allows businesses to engage with customers on a more personal level through direct messaging and tailored responses.
Can customers access WhatsApp customer support outside of business hours?
Yes, WhatsApp support offers 24/7 accessibility, allowing customers to reach out for assistance at any time.
How secure is customer data when using WhatsApp customer support?
WhatsApp uses end-to-end encryption to protect customer data, ensuring that messages are secure and private.
Can businesses integrate WhatsApp customer support with their existing systems and tools?
Yes, many businesses integrate WhatsApp support with CRM systems and other tools to streamline customer communication and data management.
