Boost Your Sales and Customer Service With WhatsApp For Business

WhatsApp is the behemoth of messaging platforms with 1.6 billion users and over 60 billion messages per day. With such an enormous user base a WhatsApp business platform seemed like the natural next step, and it was.

CommBox saw the great potential WhatsApp’s business app had for connecting businesses with their customers, and that’s why we were one of the first integrators of the solution. We were chosen by WhatsApp to be one of their alpha vendors for the business API, a position only awarded to a select few businesses worldwide. Since our early adoption, we have grown to understand how to optimize the API to bring maximum benefit to customers both in terms of securing new sales and fostering a great relationship with customers.

WhatsApp Business for Customer Service

WhatsApp Business is designed to make it simple and convenient for businesses and customers to connect. Customer service isn’t just about responding to issues, but also delivering notifications about upcoming products and services to customers and developing an ongoing relationship.

The first way CommBox’s WhatsApp business solution can improve customer service for your business is through increased visibility. WhatsApp business allows the business owner to create a business profile, which houses important information about the business including a description, contact details, website, and address. This allows the customer to get to know your business better.

Flexibility and productivity are also built into the app so that businesses of all sizes can find a solution that best meets their business needs. For example, you can label chats with different color-coded labels to help you keep track of customers or types of inquiries. Businesses can also set up automated messages to instantly connect with customers using a greeting that is personal to their business. This allows you to create your own business voice and style, connecting with users by showing them what your business represents.

Another great aspect of the app is the ability to send quick replies, essentially reusing messages that have already been sent to previous customers. This provides a considerable benefit when it comes to time-saving while still actively connecting with customers.

CommBox is committed to helping businesses do all of this and more. One feature we are proud of is the CommBox WhatsApp feature that allows businesses to connect their WhatsApp account as a channel. This means that businesses can connect with customers through a smart inbox in real time, managing messages and calls with ease. The primary purpose of WhatsApp business is to allow businesses and customers to send and receive messages, thereby adding value to the business through increased engagement. This core aspect is what attracts so many businesses and customers to the platform and is why it’s a major focus of the solution.

Customer Engagement and Loyalty

Good customer service has two key components, customer engagement, and customer loyalty. Successful customer engagement leads to increased customer loyalty, and that means your customers will keep coming back to your business and you can continue to drive sales upwards. So, how does this relate to WhatsApp Business? Because customers come back to companies that they can easily communicate with. Below are some useful facts to know about customer’s attitudes towards messaging in 2019:

* 80% of customers show increased loyalty to companies that are easy to contact.

* 45% of customers prefer a chat service, while only 23% prefer email, and only 18% prefer social media.

* 70% of customers will choose to message rather than call.

* Customers trust companies more when they have a messaging option available.

* 73% of customers say that transparency is more important than price. Online messaging apps such as WhatsApp business can increase your transparency by allowing you to promptly answer the questions your customers want to know the answer to.

*WhatsApp Business for Sales

When it comes to driving up sales from your customers, there are some key ways this can be done through WhatsApp’s business API.  The first is through effective two-way communication.

Having a chat channel isn’t just about telling your customers important business updates or responding to queries, it’s about having an effective two-way dialogue. You want your customers to get to know your business and what you offer, but you should be getting to know your customers at the same time. By getting to know your customers, you gain a better understanding of their motivations for buying your product or service, as well as their expectations. This grants you the unique opportunity to adapt to trends or the changing buying habits of your customers.

Customers are also more likely to buy from a business they can easily communicate with because they will feel reassured that any issues will be addressed. At some point, we’ve all probably bought a faulty product and struggled to get hold of the business to resolve the issue or get a refund. This situation is stressful, and time-consuming for customers and can leave a lasting negative impression of your company.

Having an open dialogue with your customers also allows you to introduce them to your other products that they may not have heard of. Whether you’re a hairdresser, painter, or large software company, your customers are coming to you looking for information and guidance. They want to be assured that they are buying the right product for their needs and that they understand what is being offered. Providing these answers with real-time chat can greatly improve customer comfort levels, lower buying anxiety, and encourage the completion of the sale.

WhatsApp Business for Marketing

You can use WhatsApp Business to successfully market your new products and services, inform customers of discounts, and generally keep them up to date about the business.

Marketing is an essential part of any business, but it’s one that businesses spend a varying degree of time and energy on. Small businesses will have modest marketing strategies and campaigns and can struggle to stand out against larger companies.

Customers also don’t like to be overwhelmed with marketing emails or flyers through the door. It can often feel cluttered and invasive. This is where a WhatsApp business channel can shine. It allows you to put all exciting new developments in one place where the customer can actively engage when and how they want to. It is direct and effective, easily accessible for the customer, and not invasive.