WhatsApp as a customer service tool

RAHIM102

A few days ago I was at the talk that inaugurated the 10th Edition of MeBA and for that event 3 online stores attended and talked about their particular cases, how they work and their vision of electronic commerce. I found the case of Fixiedreams and Ferbox striking , which had WhatsApp as a customer service tool , just like email, social networks or the telephone. I had already seen this in some online store, but I didn't know for sure if it was a way that the user actually used or was about to be implemented. Since both cases agreed that good customer service is key to selling , I asked them what impact the use of WhatsApp had on their business. Both responded positively to me, and yes, it works as a very good tool to resolve any questions that a visitor to the store may have.

WhatsApp ADVANTAGES OF USING WHATSAPP IN AN ECOMMERCE It is Special Data an instant tool that allows for quick communication. It allows personalized attention since the customer can be immediately sent images or videos of the products they want. Furthermore, knowing the consumer's tastes, whenever he wants, he can be informed of special offers. It generates trust , the customer sees that there are people behind the store and that they can talk to them as if they were talking to their friends. Encourages impulse buying . Being able to react quickly to a user's doubt at a time when they are "hot" for a product prevents them from thinking too much and reduces decision-making time. RECOMMENDATIONS Although it seems like the ideal tool, it has its drawbacks that could be minimized by planning well how you will use WhatsApp: Use it with a company number .



It is essential for those who have to manage it not to become saturated and to have their personal mobile phone more “calm”. Don't make conversations too long . There are people who can abuse trust and spend all day asking questions without generating a final sale. Give the necessary information in a friendly manner. Establish a roadmap on how to treat the client in this way and how to react in times of crisis, as should be done with social networks. Do not spam , do not send offers all day since the client can also become saturated and we can lose them. Personalized attention yes, but to the right extent. We will see the impact it is having on eCommerce and if it is finally implemented at a general level, especially in large companies since their management could be much more complicated in these.