5 Must-try WhatsApp CRM techniques to drive customer engagement

Feeling like your omnichannel customer service strategy is missing a key piece? You are probably already offering email, social media support, and maybe even live chat, but what about WhatsApp, the platform dominating mobile communication worldwide?

With a staggering 3.03 billion active users, especially concentrated in Asia, South America, and Europe, this messaging giant represents a goldmine for businesses looking to connect with customers on their preferred turf.

But how can you leverage WhatsApp to elevate your customer service and drive growth? This blog dives deep into the power of integrating WhatsApp with your CRM system. We will show you how to seamlessly tap into this massive user base, build stronger relationships, and watch your business thrive in the ever-evolving customer service landscape.

Here is a list of topics we will be covering in this blog:

• Importance of customer service for growing businesses
• Top 5 benefits of using WhatsApp CRM for customer service 
• 5 strategies to use WhatsApp CRM for customer service 

Importance of customer service for growing businesses

Customer service is not just a checkbox; it is your lifeline to your audience. Exceptional service not only addresses inquiries but also nurtures loyalty, drives sales, and unlocks growth opportunities. Over 80% of customers value service excellence, making them more likely to repurchase, even in the face of competition. In today's competitive landscape, robust customer service is non-negotiable for business success.

Here we have mentioned some of the points that highlight the importance of customer service for growing businesses:

• Lifeline to your audience: Customer service is the bridge connecting your brand to its audience, fostering meaningful connections that drive growth.
• Retains customers and unlocks value: Exceptional service fosters loyalty, keeps customers happy, and unlocks their long-term value to your business.
• From inquiries to advocates: Customer service isn't just about fixing issues; it's about nurturing brand advocates who spread the word through referrals and testimonials.
• Strategic move for growth: Investing in customer service increases sales, boosts retention, and uncovers opportunities to expand your business.
• B2B growth engine: For B2B businesses, excellent support facilitates reselling and upselling, creating new revenue streams from existing clients.

Imagine establishing this vital connection with your customers on a platform they visit 25 to 30 times a day, on average. WhatsApp is not just the most frequented platform by customers; it offers a host of other benefits for customer service as well.

Let’s explore.

Top 5 benefits of using WhatsApp CRM for customer service 

Integrating WhatsApp, the world's most popular messaging app, with your CRM unlocks a powerful channel that transforms how you connect with your customers. Let's dive into the top 5 benefits that will supercharge your customer service and keep your customers coming back for more.

1. Supports multiple-user logins: With multi-agent logins, your entire customer service team can access your official WhatsApp account from different devices. This ensures round-the-clock support, so no customer gets left hanging. 
2. Automates responses: WhatsApp CRM lets you automate responses for order confirmations, shipping updates, and appointment reminders. This frees up your team's time for more complex inquiries and enables faster issue resolution, keeping your customers informed and happy. 
3. Provide convenience: By using WhatsApp CRM, you are meeting your customers where they already are, on their preferred platform. This translates to a more positive customer experience because no one enjoys being put on hold. It is like providing customer service on their home turf, making interactions comfortable and familiar.
4. Enhanced communication: WhatsApp boasts sky-high open rates and allows for two-way communication. This translates to a direct line for keeping customers informed and engaged. Plus, WhatsApp CRM empowers you to send rich media messages with images, videos, buttons, and links, making communication clear, efficient, and visually engaging for effortless issue resolution.
5. Reduced costs: Compared to traditional phone support, WhatsApp is a budget-friendly option. A WhatsApp CRM helps streamline your operations and reduce overall customer service costs.

5 strategies to use WhatsApp CRM for customer service 

Pepper Cloud emerges as the best choice when it comes to CRMs having WhatsApp integration for managing customer queries with finesse. Addressing key challenges, a WhatsApp CRM facilitates exceptional customer service solutions. Here are 5 winning strategies to maximise its potential:

1. Proactive outreach 

Welcome message: Utilise WhatsApp CRM to automate personalised welcome messages to new customers, expressing appreciation for their purchase and introducing them to your customer support channels. For example, after a customer completes a purchase on your e-commerce platform, the WhatsApp CRM system can automatically trigger a customised welcome message, thanking them for their order and providing them with quick access to support channels for any queries or assistance they may require.

Order confirmation and tracking: Ensure seamless order confirmation and tracking by utilising WhatsApp CRM. Once a customer places an order, promptly send a personalised message confirming the order and providing clear tracking information. For example, a clothing retailer can use WhatsApp CRM to automatically send a confirmation message to customers after they make a purchase online. This message can include details such as the order number, estimated delivery date, and a link to track the shipment.

Product setup assistance: Deliver step-by-step guidance or tutorials for setting up or activating products, particularly for technical items. For instance, a technology company using WhatsApp CRM can offer real-time assistance to customers, send product support videos, and provide instruction manuals for configuring their new software or troubleshooting hardware installations.

2. Personalised engagement 

Targeted communication: Tailor your communication by sending targeted WhatsApp message templates to address specific customer needs or provide personalised product recommendations. For instance, a clothing retailer can use message templates and product catalogs to send personalised style recommendations based on a customer's past purchases or browsing history, enhancing their shopping experience and driving repeat sales.

Proactive support: Anticipate and address common post-purchase challenges by leveraging WhatsApp CRM. For example, if a customer has recently purchased a laptop, send them proactive tips on optimising battery life or troubleshooting common software issues. This proactive support not only enhances customer satisfaction but also reduces the likelihood of subsequent support inquiries, streamlining the overall customer service process.

3. Handling inquiries and issues

Conversation assignment: Don't let any query slip through the cracks. With WhatsApp CRM, you can ensure prompt responses by assigning conversations to available agents. For example, imagine a busy e-commerce platform receiving a high volume of customer inquiries. By categorising incoming chats and assigning them to the appropriate sales representative, the platform can efficiently track and resolve issues, ensuring a seamless customer experience.

Fast and accurate resolution: Achieve rapid and precise resolution of customer inquiries and complaints using WhatsApp chatbots. For instance, a retail business can deploy chatbots to swiftly address common customer queries about product availability, delivery status, or return processes. By leveraging chatbots, businesses can ensure quick responses around the clock.

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Knowledge base and FAQs: Feed all the product-related information into the Knowledge Base within your WhatsApp CRM system. This resource empowers customers to troubleshoot common issues independently, enhancing their self-service experience and reducing support ticket volumes. 

4. Feedback and follow-up 

Customer satisfaction surveys: Gather valuable feedback on your customer service experience by sending WhatsApp Flows directly to your customers. For instance, after resolving a customer query or completing a service request, automate the delivery of satisfaction surveys to their WhatsApp inbox. This allows you to gauge customer sentiment in real-time and make necessary improvements to enhance overall satisfaction levels.

Win-back strategies: Implement targeted win-back campaigns to re-engage dissatisfied customers and rekindle their loyalty. For instance, a retail company could use WhatsApp CRM to send personalised message templates offering special discounts or incentives to customers who have not made a purchase in a while, encouraging them to revisit the brand and reignite their interest in products or services.

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5. Additional considerations

Personalisation: Tailor your interactions to suit the unique needs and preferences of each customer, ensuring a personalised and memorable experience. For instance, based on your customers’ past purchase history, you can provide them with product recommendations or exclusive offers. This level of personalisation not only enhances customer satisfaction but also fosters stronger brand loyalty and repeat business.

Summing up

It is crystal clear that WhatsApp CRM is a game-changer for businesses like yours looking to completely transform their customer service game. With its seamless integration and powerful tools, WhatsApp CRM makes it easy to engage proactively, tailor interactions, and swiftly resolve queries. Whether it's utilising the platform's multi-user support, automation features, or captivating visual elements, you are empowered to boost customer satisfaction, drive sales, and unearth new avenues for growth. Plus, let's not forget the incredible potential for B2B businesses to capitalise on reselling and upselling opportunities. So, as you dive into the world of WhatsApp CRM and put into action the strategies we have laid out in this blog, get ready to take your customer service to dazzling new heights and stay miles ahead of the competition.