Mistakes in interacting with customers in WhatsApp that lead to unwillingness to respond
WhatsApp has the potential to become an effective sales and marketing tool. It can be used not only to sell products and services, but also to collect feedback, increase sales and retain customers.
However, it is important to remember that successful work with WhatsApp requires a comprehensive approach. It is necessary not only to send valuable information, but also to respond quickly to customer requests.
While it is possible to get a lot of interested customers when launching a mailing list, if you don’t ensure that your sales team responds and handles requests promptly, the entire effort may be in vain.
Previously written recommendations for effective mailing lists on WhatsApp and working with customer bases need to be supplemented with the ability to interact with customers on messenger in a way that wins their trust and doesn’t scare them away with the wrong answers.
Speed of response
One of the keys to customer service is speed of response. A study by SuperOffice & Toister Performance Solutions found that 88% of customers expect an email response within an hour. However, with messengers, a good response time is 5-10 minutes.
Once the mailing list is launched, it is important to allow sufficient time for responses or to spread the workload across employees. In case the number of requests becomes too high, it is better to suspend the mailing list.
You can also use mailing list services, such as WaNeuro, which allows you to suspend and resume mailing lists at a convenient time. The test version of the service allows you to send up to 300 messages per month for free, with no time limit.
Customer questions
To keep the attention of customers who may not be interested enough, it’s worth asking them questions that can help them make a buying decision. It’s important not to ask too many questions in one message to avoid scaring the customer away.
Structure your messages: use lists and bullet points to make information clearer.
Don’t use emoticons instead of words: emoticons may appear differently on different devices and may not always be understood by recipients.
Don’t write messages in parts: present your thoughts in one message to avoid annoying the customer.
The correspondence should have a specific purpose: don’t try to sell the client everything at once, but have a clear goal in your communication.
Politeness and empathy are paramount: always say hello to the customer, call them by name and try to help them.
Don’t text customers in the evening or at night: with the exception of 24/7 services, don’t bother customers late at night or in the evening.
Share your rules for communicating with clients in the comments!