Keys to convert more customers on WhatsApp Business

One of the new tools for customer service is the specialized business version of WhatsApp Messenger, which allows us not only to manage a more serious and professional profile for our company but also useful reminders that we will talk about below.

Brief history of WhatsApp

It was in 2009 when 2 former Yahoo! employees launched the first version of this application to send messages on IPhone.
Despite not having immediate success, they kept coming up with ways to attract more audience and succeeded in doing so by adding a feature that let you know if the other person was connected or not, status updates and the double check that ensured that the message had been received.

With a massive success, it went from being a simple messaging tool to a social network, affecting the others, which began to feel fear for the large number of users, and in 2013 there were already more than 4 billion people using the application. Therefore, Facebook bought WhatsApp for an incredible $21 billion in February 2014.

Since then, new features were added, such as the WhatsApp Web option, which allows you to open the application session in any browser, being a kind of mirror of the account, it should be noted that in this way, the data is not saved on the computer, but only on the phone where the application is installed.

As one of the latest developments, seeing the growing popularity of its use by companies, who were looking for a quick and economical way to connect with their potential customers, they generated a business version, which allowed more options for businesses such as:

• Add a business card, including opening hours, address and business description.
• Possibility of saving answers to speed up the network service.
• Possibility of connection to Facebook and Instagram Ads campaigns, which allows directing actions to this service instead of to web pages or Facebook Messenger.

Future rumors indicate, that it will be possible to merge all current Facebook, Instagram and WhatsApp direct messaging services into one, somehow integrating cross-platform communication, but this is still just conjecture.

5 tips to convert more

1. Automatic message function:

One of the main reasons why potential customers lose interest is the waiting time to be attended. With automatic messages you can save time, either in attending them, or indicating that you are out of working hours.
Schedule a friendly welcome message and if necessary inform the customer of further steps to be taken or inquire about the reason for contact. You can also set up an absence message in case you are contacted outside of business hours.

2. Management of saved answers:

No customer wants to be told to wait while looking for information or be asked to check their email to see it. Everyone wants immediacy, and that's why having all the quick answers stored in the platform is so convenient, it makes it easier to always have the right information at hand. We recommend basing on the frequently asked questions of your clientele, in order to provide relevant information such as phone numbers, email for receiving resumes, addresses, company profile (what you do, basic services offered and others), as well as prices and relevant information for your business.

3. Less time writing, more time delighting:
Using WhatsApp business allows customer service staff to invest the time saved with automatic responses, in conversing more with the person, since like any other social network, it seeks to foster lasting and positive relationships with its clientele. Asking if they want more information, coordinating an appointment or call, or following up the next day and beyond to try to close the sale, are some of the actions that your staff can perform through WhatsApp messages.

4. Tagging and segmentation:

When a customer is served, tags can be assigned for later handling. Our recommendation is to segment between regular customers, new customers (who have just closed), positive prospects and people who are not interested. This will help to target future communications more accurately.

5. Dissemination lists:

It is good to save the data of those who are customers (regular and just closed). When doing so, it is also good to write to them independently, with a saved reply, inviting them to save our contact to receive special discounts. Once a month, you can send them promotions, and invite them with additional royalties since, by being customers they can win an additional discount, another service or participate in exclusive raffles. This will keep your customers loyal to your company.

If you apply this type of strategies in your business, you will be able to improve the commercial relationship with your customers and improve your conversion. If you want to train your sales team, remember that you can request our training service.