Empathy is one of the pillars of good customer service. Understanding the customer's pain and positioning yourself as someone who is ready to help them in any way possible is one of the secrets to successful customer service. This rule becomes even more important when providing customer service via WhatsApp, since the tool already has a more informal feel.
Therefore, put yourself in the customer's shoes, make them feel important and close to the service. And most importantly: make sure they clearly understand all the processes involved in this contact.
For the customer to understand exactly what you are saying, it is essential that the customer service team is able to adapt its language to each customer's profile. This is because customers use this tool to talk to people close to them, such as friends and family — so they also expect the company to follow this more personal and affectionate line. In other words, avoid robotic and impersonal treatment on this channel.
But that doesn't mean that grammatical errors are allowed, right? Professionalism always comes first. What matters here is using memes and internet language, if the profile of your client and company allows it, or even adapting the formality if the client or subject matter requires it.
4. Be clear and objective
Speaking of professionalism, when providing support cayman islands whatsapp data via WhatsApp, avoid long texts or audio messages as much as possible. Opt for short content, with objective answers and clear information. Always remember: speed is the watchword on this tool!
5. Organize your dashboard
For the work in the call center to flow more dynamically, the contact center needs to be well organized. WhatsApp Business already offers the option to mark conversations with tags. This way, you can classify each contact, such as complaints, prospecting, open, completed, etc.
6. Opt-in to your contact list
No one likes receiving messages from companies when they have not authorized them to be sent. Therefore, before starting a conversation on WhatsApp, make sure that your customer has given you express permission to contact them. Furthermore, if at any time they request that messages no longer be sent to their number, immediately remove them from the database for that contact method.
7. Make backups constantly
For security and quality of service , it is essential that conversations with customers are archived. And since we are dealing with technology, it is possible that they will fail at some point. Therefore, set aside a day a week or a month to back up conversations. The application already allows you to send messages by email and organize them in your inbox.