Comment utiliser WhatsApp Business pour le service d'assistance client

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.

Qu'est-ce que WhatsApp pour le support client ?

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 avantages de l'utilisation de WhatsApp pour le support client

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 

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

L'utilisation de WhatsApp pour le support client offre divers avantages aux utilisateurs professionnels :

1. Résoudre les besoins d'assistance

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 Automatisation commerciale WhatsApp.

2. Réduit les coûts et augmente le 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. Prise en charge des agents AI Chatbot

WhatsApp for customer support is relatively easy to automate with the help of an AI Chatbot WhatsApp 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. Accompagnement personnalisé

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. Offre une communication multimédia riche

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. Meilleur 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.

Comment utiliser WhatsApp pour le service d'assistance client

WhatsApp pour le support client vous permet d'offrir des conseils instantanés et personnalisés à vos clients sans effort. Nous décrivons les moyens par lesquels vous pouvez améliorer la prestation de votre support client.

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

1. Créez un compte professionnel

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. Configurer le profil d'entreprise

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. Offre un message d'accueil automatisé

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. Utilisez des réponses rapides

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. Rangez les 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. Associez WhatsApp aux outils de support client

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. Ajoutez un widget de chat WhatsApp au site Web

The simplest and the most efficient way to offer customer support at any time is to incorporate the Widget de chat WhatsApp sur le site Web de votre entreprise. Highlight the widget’s importance in creating a customized experience, managing a professional touch, and enhancing customer loyalty and satisfaction.

8. Utilisez des modèles de messages pour effectuer un suivi

Implémentation de modèles de messages WhatsApp 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. Utilisez l'automatisation du chat pour répondre aux FAQ et faire remonter les cas

Grâce à l'automatisation du chat Getgabs, les entreprises peuvent configurer un menu WhatsApp à choix multiples qui propose des solutions aux requêtes fréquemment posées. Cela réduit le nombre d'agents clients afin qu'ils puissent se concentrer sur d'autres questions complexes.

10. Incluez le multimédia pour plus de clarté

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.

Exemples de service client WhatsApp spécifique à l'industrie

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. Soins De Santé

WhatsApp pour la santé Industry for Customer Support propose les services suivants :

• Prises de rendez-vous- Le personnel médical et hospitalier peut proposer aux patients de prendre rendez-vous via WhatsApp, en partageant des rappels et des informations de localisation.
• Astuces et conseils santé- Les professionnels de la santé peuvent transmettre des conseils et des suggestions, des instructions diététiques et des recommandations d'exercices via la diffusion WhatsApp ou des groupes de discussion.
• Renouvellements d'ordonnances- Patients can request prescription refills and other medication-related information through safe, private, and secure means from healthcare professionals.

2. Nourriture et boissons

• Modalités de commande- WhatsApp pour les restaurants and cafes allows them to receive orders online, offering users a detailed menu, order booking, and confirmation.
• Réservations de table- Les consommateurs peuvent réserver une table avant l'enregistrement pour bénéficier d'un service de restauration avec WhatsApp, confirmant ainsi une expérience relaxante.
• Questions de restauration- Industries can maintain catering orders and bookings with WhatsApp, differing menu options, and event descriptions.

3. Commerce électronique

• Notifications sur l'état de la commande - WhatsApp pour le commerce électronique is used to provide updates to customers from buying to delivery including tracking links, order confirmations, and delivery notifications.
• Suggestions de produits- En connaissant les intérêts et l'historique de navigation des clients, les entreprises peuvent leur envoyer des suggestions de produits pertinentes sur WhatsApp, augmentant ainsi les opportunités de vente incitative et croisée.
• Remboursements et retours- 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. Automobile

• Réservations de services- Les concessionnaires automobiles et les prestataires de services peuvent prendre rendez-vous et partager des rappels pour l'entretien des véhicules via WhatsApp.
• Demandes d'essai routier- Clients can inquire about test rides and schedule appointments with WhatsApp pour simplifier le processus.
• Assistance véhicule- WhatsApp pour l'automobile companies enables them to assist consumers on matters touching on cars such as technical assistance.

5. Les télécommunications

• Planifier les abonnements et les mises à jour - With the help of WhatsApp, clients can ask about the available different mobile plans, data package offers, and the latest updates on the devices.
• Conseils de dépannage- L'industrie des télécommunications peut fournir une assistance technique pour les problèmes de réseau, les paramètres des appareils et les problèmes de connectivité avec WhatsApp.
• Demandes de factures et paiement- Les clients peuvent vérifier leurs détails de facturation et de paiement, régler leurs factures et envoyer des factures sur WhatsApp.

6. Services financiers

• Gestion du compte client- Banks can guide customers for balance inquiries, transaction history, and account-related issues or information on WhatsApp.
• Demandes de prêt-  There are several ways that financial companies could help clients with the loan application steps, such as assembling the necessary documents over WhatsApp.
• Améliorations des investissements- The investment companies can send clients customized or portfolio changes through the provided number on WhatsApp.

7. Accueil et voyages

• Conciergerie- WhatsApp pour voyager and hotel agencies offers concierge service, as clients can inquire about local interests, restaurant suggestions, and tour packages.
• Notifications de vol- 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.
• Réservations d'hôtel- Les clients peuvent utiliser WhatsApp pour les hôtels to reserve their hotels or even change bookings.

8. Éducation

• Informations sur les cours- By the use of WhatsApp, educational organizations can publicly disseminate course information, syllabus, and admission document details.  
• Classes virtuelles- WhatsApp pour l'éducation permet aux enseignants de planifier des cours en ligne et d'envoyer du matériel d'étude aux étudiants en ligne.
• Conversation parent-professeur- Les écoles peuvent rationaliser les conversations entre parents et enseignants concernant les mises à jour et les progrès des élèves.

Questions Fréquemment Posées

T1. Les entreprises proposent-elles un service client sur 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. Quelles sont les étapes pour contacter le service client WhatsApp ?

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. WhatsApp propose-t-il une assistance par chat en direct ?

A. En intégrant l'API WhatsApp Business, les entreprises peuvent mettre en œuvre une assistance par chat en direct, ce que WhatsApp ne propose pas elle-même.

Q4. Quels sont les outils de WhatsApp pour le support client ?

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. Pourquoi utiliser WhatsApp pour le support client ?

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. Pouvons-nous utiliser des modèles de messages pour le support client ?

A. Oui, nous pouvons mettre en œuvre des modèles de messages WhatsApp pour le service client qui peuvent rouvrir la fenêtre de messagerie de WhatsApp, permettant aux agents de suivre les plaintes et requêtes passées des clients en dehors des heures de travail.

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.