Post by account_disabled on Mar 10, 2024 0:48:07 GMT -5
The pandemic directly impacted the way companies and customers interact. With the advancement of digital platforms, communication needed to become more practical and faster. In this scenario, messaging applications such as WhatsApp, which were already quite popular for contacting friends and family, have seen their use expanded by companies and have become indispensable in customer service. According to a survey by Opinion Box, during the pandemic, businesses that interacted with their consumers entirely or primarily in physical environments went from 52% to 28%. In an attempt to adapt to the context, many companies invested in new service channels, with 23% adopting WhatsApp, 17% opening accounts on Instagram, 16% creating an email service channel and 15% including an online chat in your site. Also according to the survey, 38% of companies and 29% of consumers were already using WhatsApp for purchases and sales before the pandemic, while 19% of companies and 22% of consumers adopted the practice in 2021. The data confirms what many companies are feeling on a daily basis: being present on WhatsApp makes customer service easier for the public, which generates increased satisfaction, encourages loyalty and can have a direct impact on the revenue generated.
To learn more about how to provide successful customer service on WhatsApp, just follow along! 1. Ensure customer service is part of a unique experience Customer service is part of the customer journey and, therefore, needs to be well integrated with the experience that your company wants to offer. Therefore, you must define the language that will be used to talk to your customers, which can be cordial, positive and not too formal, for example, with or without the use of emoticons. Furthermore, try to convey the same brand message and values during dialogues. If you have more than one Brazil Phone Number Data attendant, it is worth taking training so that everyone is aligned with how customer service should be conducted. 2. Offer responsive customer service Consumers are already completely accustomed to technology and no longer want to wait for a response from companies. The CX Trends 2021 survey revealed that the number of consumers who want to be served, when they get in touch via messaging apps, within 10 minutes rose from 321. Check out the graph below: pasted image 0 ChatGuru Source: CX Trends 2021 Therefore, it is important to pay attention to the response time when providing customer service.
At this point, it is important to highlight that consumers know that there are demands that take longer to be seen, but the important thing is to respond immediately to the first contact and keep the customer always aware that their demand is being addressed, as well as a deadline for the final return. According to the 2021 Customer Experience Management report in Brazil , produced by Track, 78% of respondents consider that a good experience is related to a quick solution to the situation. In other words, research shows that, in several cases, customer dissatisfaction is linked not only to the problem itself, but also to the difficulty in resolving it.According to the Customer Experience Management report, approximately 40% of companies intend to implement Artificial Intelligence (AI) in customer service. With ChatGuru's technology, your company will be able to ensure a top-notch customer experience 24/7. Our bots are able to understand the customer's intention and guarantee the best response available in their database for the user instantly. By combining queries with pre-defined answers, a bot can help users find the information they need in a short time.
To learn more about how to provide successful customer service on WhatsApp, just follow along! 1. Ensure customer service is part of a unique experience Customer service is part of the customer journey and, therefore, needs to be well integrated with the experience that your company wants to offer. Therefore, you must define the language that will be used to talk to your customers, which can be cordial, positive and not too formal, for example, with or without the use of emoticons. Furthermore, try to convey the same brand message and values during dialogues. If you have more than one Brazil Phone Number Data attendant, it is worth taking training so that everyone is aligned with how customer service should be conducted. 2. Offer responsive customer service Consumers are already completely accustomed to technology and no longer want to wait for a response from companies. The CX Trends 2021 survey revealed that the number of consumers who want to be served, when they get in touch via messaging apps, within 10 minutes rose from 321. Check out the graph below: pasted image 0 ChatGuru Source: CX Trends 2021 Therefore, it is important to pay attention to the response time when providing customer service.
At this point, it is important to highlight that consumers know that there are demands that take longer to be seen, but the important thing is to respond immediately to the first contact and keep the customer always aware that their demand is being addressed, as well as a deadline for the final return. According to the 2021 Customer Experience Management report in Brazil , produced by Track, 78% of respondents consider that a good experience is related to a quick solution to the situation. In other words, research shows that, in several cases, customer dissatisfaction is linked not only to the problem itself, but also to the difficulty in resolving it.According to the Customer Experience Management report, approximately 40% of companies intend to implement Artificial Intelligence (AI) in customer service. With ChatGuru's technology, your company will be able to ensure a top-notch customer experience 24/7. Our bots are able to understand the customer's intention and guarantee the best response available in their database for the user instantly. By combining queries with pre-defined answers, a bot can help users find the information they need in a short time.