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Why Should You Use WhatsApp for Business for Customer Service?

WhatsApp is without a doubt one of the most popular messaging platforms around the world. With over 2 billion users this app has become a great channel for businesses to connect with their customers. But are you still wondering how you can utilize WhatsApp for your customer service? This article will help dive into why this messaging app should be added to your omnichannel customer service strategy!

What is WhatsApp for Business?

WhatsApp for Business was designed with small to medium-sized businesses in mind. Creating the perfect platform that is cost-effective and efficient for support. Through the use of instant messaging, automation, and other features this app is perfectly equipped to deal with customers. 


Why is WhatsApp a Great Choice for Customer Service?

Business Profile

With WhatsApp for Business, you can create a business profile. This means you are able to create a face and identity for your brand through the use of a profile picture, name, description, location, and even a link to your website. 

Not only will it give your business a more trustworthy and legit front but customers will be able to see what type of business you are. Present on the platform that they love and available for direct communication. 

Organized Conversations

When you are using WhatsApp for customer service it’s key that you are able to organize your customers’ chats from your personal ones. This will ensure you are able to provide efficient and seamless support. The introduction of the WhatsApp business has allowed small businesses to keep their customers’ conversations separate from those of friends and family.  

WhatsApp Tools and Features

Away message: if you are unavailable to respond to your customers during a set time period. Whastapp can send a pre-set automated message to let them know. 

Greeting message: automated greetings messages can be set to welcome customers who wish to chat with your business.

Quick replies: this feature lets you create templates that can be used in conversations with your customers. It is a great way to provide that speedy support that’s so important today and tackle those FAQs. 

Labels: For those who love organization this feature will be a delight! Labels can help you keep track of the moving status of your customers with a visual mark. For example “new customer” or “delivery sent.” 


Security and Privacy

WhatsApp ensures that all messages are kept secure and private through end-to-end encryption. Keep your interactions simply between you and your customers. If you want to find out more about if WhatsApp is safe check this article out!


More than just support

WhatsApp allows you as a business to offer way more than great customer service. It’s also a great platform to explore other aspects such as sales and marketing.

WhatsApp for Sales

Through simple conversations with your customers on the app, you can use it as an opportunity to drive sales. This two-way dialogue allows you to recommend new or better products your customers may not be aware of. Additionally, being there where your customers are can help guide them through their whole journey from the first point of contact to ultimately purchasing a product or service. Real-time interactions are a great way to lend that helping hand or even a small nudge to complete a sale. 

WhatsApp for Marketing

WhatsApp is a great way for small to medium-sized businesses to market their products or services. Without bombarding your customers with gimmicks or spammed information, you can inform them of discounts or promotions in a non-invasive way.

Whatsapp for Business is the perfect channel for small businesses looking to optimize customer support. But are you a medium or a large company wanting to utilize WhatsApp too? Find out more about the WhatsApp Business API here! Or for more information contact us and we can help you to get started.

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