5 recommendations for talking to your customers on WhatsApp
WhatsApp is present on 98% of Latin American phones and is a great channel for small businesses and entrepreneurs to communicate with their buyers.
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August 26, 2021
4 minutes to read
Opinions expressed by Contractor the contributors are theirs.
WhatsApp Business is a free tool designed for small businesses and entrepreneurs to have a direct channel with their customers. It has a catalog for your products or services, and allows you to automate messages, so you can quickly respond to frequently asked questions that arise during the conversation.
I share five keys to increasing direct sales through WhatsApp Business:
1. Use a unique phone number
It is essential that it is not the same number for WhatsApp Business as it is for personal business, as we tend to mix things up. At first when the business is starting up it might not be that necessary, but as sales increase it will be essential to keep a separate space. WhatsApp Business allows you to create a catalog of products or services, in the form of a virtual window, and makes it easier to organize, automate and respond to sent messages.
2. Keep the catalog up to date
This point is essential, since it is our window. It is important to add as much detail as possible, such as a description of the product, a link to the page, and the price. Especially in countries with high inflation, it is essential that the amount shown in the catalog is up to date. Otherwise, the customer may be interested in a product at an obsolete price and then lose interest in the product or service.
3. Segment audiences
It can be simple to send the same message to the entire customer list. However, it is important to be able to interpret the needs of each potential buyer and to build lists segmented according to their interests, or the stage of the buying process that they are in. It would be good to identify regular, potential or sporadic customers, and to address each in a particular way, in particular to define to whom to direct certain offers.
4. Create a loyalty group
In addition to communicating with customers to offer promotions or participate in sweepstakes, it can be very helpful for businesses to share relevant information about the industry or the product or service they are offering. This action can work together to build community and retain customers.
5. Communicate sales channels including WhatsApp
It is essential that customers can find ways to communicate with the business. When someone is interested in a product or service, it is important that they can communicate right away. Many sales conversions are lost because of this, or because of a lack of response. It is essential to include your WhatsApp Business number in GoogleMaps, Google, Facebook or Instagram ads, the website and any channels you use, as well as in the receipts and cards you design.
Also, if the flow of conversations is more important than what a person can handle, it is important to integrate a chatbot with advanced features to automate responses. In this case, it is recommended to have a WhatsApp Business API account, which allows you to reach multiple users, connect multiple robots or human agents simultaneously, create contact lists, create a company profile, send large scale customer service messages, get verified account, create templates to send notifications and measure business results. If the business exceeds 100 daily conversations, it’s time to automate some tasks, be able to respond quickly and well to all requests, and be able to make sales from that channel.