One of the problems of WhatsApp, is from its conception the difficulty it has to generate income, although it is one of the most widely used applications around the world.
WhatsApp has more than 1,300 million users around the world. In Mexico it is estimated that 93% of Internet users use it, according to the 13th Study on the Habits of Internet Users in Mexico 2017 of the Internet Association.
Possibly to solve the problem of monetization, decided to launch the pilot phase of WhatsApp Business, product designed with the aim that companies can interact with their customers in a simpler, automatic and maintaining a permanent communication. Of course, it will be charged.
If you decide to take advantage of it, Martín Frascaroli, CEO and Founder of Aivo, shares some advice.
Tips to take advantage of WhatsApp Business
Before incorporating it into your service system, it will be useful to ensure you deliver the same interaction experience in all channels in a unified way (Web, Facebook Messenger, WhatsApp, Apps and others).
You must create empathic responses and use all the resources that the channel allows you such as multimedia messages, voice messages, image carousels, emoticons and others. Delivery more than just plain text information.
It is also necessary to consider that voice messages are increasingly used as a complement to traditional messages. They are very simple and fast. You must have the technology that allows you to interpret and answer messages to maintain interaction with this type of user.
It is very important that your service platform has learning reports in real time (machine learning) making it possible to identify opportunities for improvement in care. This will allow you to evolve the quality of service without the need of a technician or a language specialist and that each improvement you apply will be reflected in real time.
However, the most important step in this process is to be empathetic with clients: to put themselves in their place and provide them with the best information and attention in relation to what they are looking for, they are the fundamental keys to generate commitment or engagement and obtain better results..
If you do not know how to do it, you can consult with customer service specialists, they will have an ideal strategy for your company.