How to Use WhatsApp Business for Customer Support Service

WhatsApp for customer support service enables your team to assist clients whenever they want. In the earlier days, the company has transformed WhatsApp into an online platform for customers through a particular customer insight. 

The other quick communication platform was the only one assisting customers to overcome their everyday lives hence this added responsibility. As a result, WhatsApp has begun to diversify its platform to help customers in many sectors. There are so many organizations that have already embraced the use of WhatsApp for customer support services for the growth of their business.

If you engage in a customer support service through the use of the application, then you may opt for the use of the WhatsApp Business app. There are two types of WhatsApp accounts: the WhatsApp Business app and the WhatsApp Business API. 

Thus, to continue, in this article, we will describe the possibilities of applying the WhatsApp application to customer support. Here you will discover the fundamentals of using WhatsApp and how to provide exceptional customer support through this application.

This is not all; we will also add some successful examples of how industries use WhatsApp for customer service around the globe.

What is WhatsApp for Customer Support?

WhatsApp call for customer support is an essential facet of any firm’s social customer service. Industries implementing WhatsApp for customer service provide everything from simple order updates to customized, one-on-one shopping adventures.

The channel is relevant for customer support experience as it enables the function to respond and interact with the clients via the channel they are confident in and likely to frequent.  

As a fast messaging app with colorful media features, quick messaging functionality as well as a large and active user base, WhatsApp has great potential for generating enhanced and proper client service for businesses. On WhatsApp, an estimated time of 40 minutes is spent by an average WhatsApp user per day, which gives companies a significant opportunity to expand their customer base.

By contrast, WhatsApp messages are real-time and provide questions that can be answered within a short time. The support team can also identify the contacts by the contact number provided and also roll to the conversation history on the same line making it personal for all.

6 Benefits of Using WhatsApp for Customer Support

Suppose you’re looking for a plug-and-play solution that will help you serve your customers better quickly. The excellent news for Getgabs is that the products that the company offers include effective customer support automation options.

Here we also want to mention that Getgab’s customer support service is compatible with the 

WhatsApp Business API. In scenarios where there is a high volume of customers, different customer support agents may end up using the same WhatsApp for business accounts. 

Using WhatsApp for customer support gives various benefits to business users:

1. Resolve support needs

With conversational customer support on the WhatsApp business app, you can assist your customers at any time they need it. Businesses can optimize pre-built conversational flows to automate returns and refunds, rescheduling/cancellations, query management, and account or transactional updates. In addition to this, we also find that review collection, payment reminders, and the assessments of loyalty can also be done through WhatsApp business automation.

2. Lowers cost and boosts CSAT

WhatsApp for customer support is one of the most preferred strategies employed by businesses to offer support services. They are not required to invest in costly call center infrastructure or use an extra team to handle customer queries. A self-service model serves to automate over 80% of such interactions and increase CSAT by 20% by providing a first explanation.

3. AI Chatbot agent support

WhatsApp for customer support is relatively easy to automate with the help of an AI WhatsApp chatbot agent even when you are done with your working day. Simple and complex issues can be solved with seamless bot-to-agent and agent-to-bot and take care of complex issues.

4. Customized support

WhatsApp allows them to exercise individualized communication with customers through WhatsApp. This will be effective as they will incorporate the use of the customer’s name as well as the past conversation history to enhance a strong bond between them and the customers.

5. Offers rich multimedia communication

Businesses or companies that apply multimedia in WhatsApp may provide better and more customized support services to customers. Some client concerns may need visual demonstrations or step-by-step guidance to address difficulties successfully. Businesses may use WhatsApp’s multimedia features to easily transmit photos or videos that help consumers through troubleshooting processes or give visual explanations.

6. Better Engagement

WhatsApp delivers a more engaging experience for customers. They may upload texts, photos, and videos, which help them to set context to their questions. This allows firms to understand the problem of the customer to recommend a solution that best solves it.

How to Use WhatsApp for Customer Support Service

WhatsApp for customer support allows you to offer instant and customized guidance to your clients effortlessly. We’re describing ways you can improve your customer support delivery.

Here is the checklist of some steps that will help a company to go with WhatsApp for customer support-

1. Begin a Business account

If you do not have a Business account for your company, then you have to create one, namely, a WhatsApp Business account. Download the WhatsApp Business application straight from the Play Store and set up the profile using a business number. Also, you can integrate it with your system with the WhatsApp Business desktop application.

2. Setup Business profile

You can add your business details, such as name, description, product catalogs, category, website, and working hours, to your WhatsApp profile. Sustained business information allows the customers to contact you easily and also creates trust with the customers.

3. Offers automated greeting message

The appearance of the greetings that you want to be sent automatically to customers every time a customer sends you a message for the first time is another feature. The message should be welcoming them telling the customers that they are welcome to have contacted the customer support window.

4. Use quick replies

In customer support, WhatsApp has the feature of creating an overview of quick replies for the frequently asked questions or inquiries frequently requested. These may be accessed by writing a designated shortcut or keyword. This will save time and effort in response to common questions asked every time.

5. Set away messages

When the company is out of working hours or closed, you can enable away messages to let them know that you’re unavailable right now. Other tactics that can be used include offering an estimated time that the business person will get back to the customer or the time that the client will get a reply.

6. Associate WhatsApp with customer support tools

Based on the size of the business and the volume of customer queries, WhatsApp can be associated with customer service tools such as a CRM system or help desk window software. Outsourcing services such as integration allow for customer data and engagement across various platforms.

7. Add a WhatsApp chat widget to the website

The simplest and the most efficient way to offer customer support at any time is to incorporate the WhatsApp chat widget on your business website. Highlight the widget’s importance in creating a customized experience, managing a professional touch, and enhancing customer loyalty and satisfaction.

8. Use message templates to take follow-up

Implementing WhatsApp message templates can reopen WhatsApp’s messaging window, allowing agents to follow up on past complaints and queries of customers outside working hours. Unlike the other tools, you will be able to synchronize, develop, and launch WhatsApp templates for customer support in Getgabs with immediacy.

9. Use Chat automation to answer FAQs and escalate cases

Through Getgabs chat automation, businesses can set up a WhatsApp multi-choice menu that offers solutions to commonly asked queries. This reduces the number of customer agents so they can focus on other complicated matters.

10. Include multimedia for clarity

Allowing the customers to upload images, videos, or even any document type to help extend the problems being explained. In the same manner, utilizing multimedia to provide information to guide or visuals to teach customers how to go about a task.

Examples of Industry Particular WhatsApp Customer Service

The method of customer support and engagement varies from industry to industry. As a result, the following is the list of descriptive industry-specific WhatsApp team support examples that are as follows:

1. Healthcare

WhatsApp for Healthcare industry for customer support offers the following services:

• Appointment bookings- Medical and hospital staff can provide patients to make appointments through WhatsApp, sharing reminders and location details.
• Health tips and advice- Healthcare professionals can forward tips and suggestions, dietary instructions, and exercise recommendations via WhatsApp broadcast or chat groups.
• Prescription refills- Patients can request prescription refills and other medication-related information through safe, private, and secure means from healthcare professionals.

2. Food and beverage

• Order arrangements- WhatsApp for restaurants and cafes allows them to receive orders online, offering users a detailed menu, order booking, and confirmation.
• Table reservations- Consumers can book a table before check-in for dine-in service with WhatsApp, confirming a relaxing experience.
• Catering queries- Industries can maintain catering orders and bookings with WhatsApp, differing menu options, and event descriptions.

3. E-commerce

• Order status notifications- WhatsApp for E-commerce is used to provide updates to customers from buying to delivery including tracking links, order confirmations, and delivery notifications.
• Product suggestions- By knowing customers’ interests and browsing history, companies can send them relevant product suggestions on WhatsApp, boosting the opportunity for upselling and cross-selling.
• Refunds and returns- clients can make initial refunds and return requests through the use of WhatsApp. The support team can lead them through the steps, offering a guide and shipping labels.

4. Automotive

• Service bookings- Car dealers and service providers can make appointments and share reminders for vehicle maintenance over WhatsApp.
• Test drive requests- Clients can inquire about test rides and schedule appointments with WhatsApp to simplify the process.
• Vehicle support- WhatsApp for automotive companies enables them to assist consumers on matters touching on cars such as technical assistance.

5. Telecommunications

• Plan subscriptions and updates- With the help of WhatsApp, clients can ask about the available different mobile plans, data package offers, and the latest updates on the devices.
• Troubleshooting guidance- The telecommunications industry can provide technical support for network issues, device settings, and connectivity problems with WhatsApp.
• Bill queries and payment- Clients can check their billing and payment details, settle bills, and send invoices on WhatsApp.

6. Financial services

• Customer account management- Banks can guide customers for balance inquiries, transaction history, and account-related issues or information on WhatsApp.
• Loan applications-  There are several ways that financial companies could help clients with the loan application steps, such as assembling the necessary documents over WhatsApp.
• Investment upgrades- The investment companies can send clients customized or portfolio changes through the provided number on WhatsApp.

7. Hospitality and travel

• Concierge services- WhatsApp for travel and hotel agencies offers concierge service, as clients can inquire about local interests, restaurant suggestions, and tour packages.
• Flight notifications- Airways can also use WhatsApp to inform the traveling client about the status of the flights, the availability of the boarding pass, and any change in the gate.
• Hotel reservations- Clients can use WhatsApp for hotels to reserve their hotels or even change bookings.

8. Education

• Course information- By the use of WhatsApp, educational organizations can publicly disseminate course information, syllabus, and admission document details.  
• Virtual classrooms- WhatsApp for education allows teachers to schedule online classes and send study materials to students online.
• Parent-teacher conversation- Schools can streamline conversations between parents and teachers related to student updates and progress.

Frequently Asked Questions

Q1. Do companies offer customer service on WhatsApp?

A. Yes, particularly in today’s highly technological environment where everybody is so busy, companies use WhatsApp customer support to provide unique and prompt help.

Q2. What are the steps to contact WhatsApp customer service?

A. The steps to contact WhatsApp customer support through its in-app help center. You can get it by navigating to “settings>Help>contact us” in WhatsApp.

Q3. Does WhatsApp offer live chat support?

A. By integrating WhatsApp Business API, businesses can implement live chat support, which WhatsApp does not offer itself.

Q4. What are the tools of WhatsApp for customer support?

A. WhatsApp’s tools refer to customer support that is crafted through the utilization of features such as chatbots, automated replies, and message templates to deal with customer inquiries, respond to their queries as well as seamlessly engage the customers.

Q5. Why to use WhatsApp for customer support?

A. Combining its high population usage, interactive multimedia, and mass messaging, WhatsApp offers organizations a special and strong approach to fulfilling use and helpful consumer support.

Q6. Can we use message templates for customer support?

A. Yes, we can implement WhatsApp message templates for customer service that can reopen WhatsApp’s messaging window, allowing agents to follow up on past complaints and queries of customers outside working hours.

Conclusion

As for the use of WhatsApp for customer support, companies will be able to cite better relations with clients, pleasant experiences with customers, and business progression.  Recognizing exceptional customer support goes apart from just offering guidance about developing meaningful relationships, promoting trust, and providing experiences that leave a lasting impression.

Then, one of the major customer support platforms, WhatsApp, enriches its features and tries the process of building strong relationships with customers, which leads to growth in the era of technological advancement. Getgabs is a reliable WhatsApp companion for conversational requirements which helps in making this platform for customer support and CSAT the best.