In 2017, the number of Brazilians using WhatsApp reached 120 million. Since then, this number has continued to grow, with the messaging app now having over 1.5 billion users worldwide .
Given this scenario, it is impossible to deny that communication via messaging has surpassed traditional forms of customer contact, such as telephone , SMS and even social media chats.
But how can you use this tool effectively in your call center? What are the points to consider when providing customer service via WhatsApp? Check out our 7 tips and boost your customer service.
Find out if it's worth investing in WhatsApp service at the call center
Before learning how to improve customer service through the app, it is important to understand whether it is worth investing in using the tool and when it can be integrated into customer service processes.
Advantages
Well, the fact is that the speed of response that the application enables and its practicality (because it is in the palm of everyone's hand) are its great advantages, as they help to optimize time in cayman islands whatsapp data customer service operations. In addition, there are no operating costs and it allows contact with the customer wherever they are, which are other features that make WhatsApp a communication phenomenon.
Disadvantages
However, for the call center sector, it is necessary to analyze the use of WhatsApp from another angle as well: productivity and performance reports are essential for measuring the effectiveness of the team's work, right?
However, when the customer service tool is WhatsApp, we come across a major technical problem: the application's support for corporate use is still very rudimentary. This means that it cannot be integrated with CRM systems and, although the automatic messaging service is already possible in the Business version, it is still limited to absence and greeting messages.
Therefore, while using WhatsApp for customer service brings more dynamism to the team, it also hinders the optimization of work, as it requires reports to be created manually for analysis and planning, as well as evaluation of team performance.
Therefore, the conclusion we have reached is: although WhatsApp service is not ideal for the call center sector, if used well it can generate good results. So, check out our practical tips for using this tool properly in your day-to-day life!
7 practical tips for customer service via WhatsApp
1. Determine the opening hours of the service channel
Communication via WhatsApp requires agility and immediacy. In other words, when a customer contacts you via this channel, they expect to receive a response as soon as possible.
Now imagine that your team has not established fixed support hours (especially in cases where it is not available 24 hours a day) for customers via WhatsApp. So, the contact is sent at a time when there is no support available and the customer is extremely frustrated, as they did not receive their response within the time frame they expected.
To avoid this situation, establish and publicize (on your website, social media, and even in your WhatsApp profile status) the hours of operation for that channel. A good suggestion is to use the away message tool so that contacts sent outside of business hours can be flagged about the issue.