WhatsApp Business For Customer Support

Customer support is the range of services offered by a business to its customers before, during, and after a purchase. It involves addressing customer inquiries, resolving issues, providing guidance, and offering solutions to ensure a positive customer experience.

Customer support can be provided through different communication channels. It is, however, crucial that businesses maintain a presence on channels that are actively being used by their audience. With 2.44 billion users worldwide, WhatsApp has established itself as the go-to platform for businesses to engage with their audience.

Benefits of WhatsApp Business

WhatsApp Business is a platform designed specifically for businesses to interact with their customers. It facilitates customer communication, support, and engagement. Here are some of the key benefits that make it the right choice for customer support operations:

i) Enhanced Customer Communication

WhatsApp Business provides several messaging tools to enhance customer communication. These include automated greetings to welcome customers, quick replies to frequently asked questions, and alert messages to inform customers when you're unavailable.

ii) Efficient Management of Chats

Businesses can organize and categorize customer conversations using labels. Labels allow you to identify easily and sort chats based on various criteria, such as new orders, open issues, high-priority, or specific customer segments.

iii) Continuous Monitoring

Businesses can get insights into your messaging performance with WhatsApp Business's built-in statistics. You can also track metrics such as the number of messages sent, delivered, and read, helping you analyze the effectiveness of your customer interactions.

iv) Improved Trust

With WhatsApp Business, you can easily apply for a verified badge to add authenticity and credibility to your WhatsApp Business profile. The verification process involves confirming that the account belongs to a genuine business.

v) Secure Payments

In some countries, WhatsApp Business supports in-app payments, allowing customers to make purchases and complete transactions directly within the WhatsApp conversation. This helps maintain the security of the payment transactions.

Applications of WhatsApp Business for Customer Support

39% of customers prefer WhatsApp Business for customer support and service. Let's explore the use cases of WhatsApp Business:

Instant Query Resolution: Customers can reach out to businesses via WhatsApp, and support agents can respond promptly to their inquiries, ensuring swift problem-solving. The chat format allows for a conversational approach, making it easy for agents to engage with customers, address their concerns, and offer personalized assistance.Feedback Collection: Using WhatsApp Business, companies can collect valuable feedback from customers in a more informal and convenient manner. Surveys or feedback forms can be sent through WhatsApp, enabling customers to share their opinions, suggestions, and overall experience with the brand.Order Tracking and Notifications: After placing an order, , shipping information, and expected delivery time directly through WhatsApp. This proactive approach keeps customers informed and reduces the need for them to reach out for updates, enhancing the overall customer experience.Personalized Offers: Through WhatsApp Business, businesses can deliver customized offers, discounts, and promotions to their users. This personalized approach makes customers feel valued, improving brand loyalty and repeat business.Multimedia Support: WhatsApp Business supports various multimedia formats, including images, videos, and voice messages. This feature helps enhance customer support, as it allows agents to send visual aids, instructional videos, or step-by-step guides to assist customers in a better way. The ability to share multimedia content adds depth to customer interactions, making it easier to convey complex information.Broadcast Messages: WhatsApp Business's broadcast feature allows businesses to send messages to multiple recipients simultaneously. This feature is ideal for sending out announcements, updates, or promotions to a targeted group of customers. Broadcast messages without overwhelming individual inboxes.Best Practices for the WhatsApp Business Platform