How Does WhatsApp Improve Customer Experience?

WhatsApp is more than just a communication app. It can help businesses connect with customers in real time, provide support, resolve their queries, improve conversions, and more.

With over 2 billion monthly active users, WhatsApp is one of the most popular and active social media channels, and if you aren’t using it for your business, you are making a huge mistake.

Moreover, it can also help businesses improve customer retention and engage with them effectively.

Learn here how WhatsApp can improve overall customer shopping experience and how to improve sales if you are running a Shopify store.

Apart from these, there are so many things that WhatsApp can do more for your business.

Let’s know.

Why Must Use WhatsApp as a Customer Support Channel for Your Business?

WhatsApp has around a 98% message open rate, which means the message you send to customers has a higher chance of being opened than email and SMS.

This platform can offer faster, smoother, and personalized support, and that’s why nearly 47% of marketers started investing in WhatsApp marketing in 2022.

And 59% say that social support values have increased in their organization.

Below are the reasons why you should move to WhatsApp too.

1. Global Reach

As we said earlier, there are billions of people who are actively communicating internationally; therefore, companies have an opportunity to promote their products and reach out to more people globally.

2. Quick Communication

WhatsApp is popular for real-time communication and ensures that each customer query is being answered promptly. Reduce time, make conversation faster, and enhance customer satisfaction.

Providing fast responses also prevents frustration and can help resolve issues before they escalate.

3. Convenience and Flexibility

If you have a global customer base across different time zones, WhatsApp gives customers the ability to reach your support team at any time, from anywhere.

It also lets you send text, media content, or voice calls, making resolving complex issues easier.

Additionally, customers can access support without making a phone call, which is especially convenient for those who prefer written communication.

4. Automotive Workflow

One of the major advantages of WhatsApp as a customer support channel is the ability to integrate automated solutions like chatbots. These bots can handle routine queries, provide instant responses, and assist with frequently asked questions.

By automating these tasks, your support team can focus on more complex issues while still maintaining fast response times and efficient service.

Chatbots can also be programmed to work 24/7, ensuring your business is always available to customers, even outside regular office hours.

5. Build Loyalty and Trust

Regularly sending a message like the latest updates, new launches, and promotional offers can create a strong bond between customers and businesses.

That can make them feel more valued and more likely to return to a store that provides fast and responsive support.

6. Cost Effective

WhatsApp provides all of its services for free, which makes it a cost-effective customer support option.

Moreover, its business version is also suitable for small-sized business owners, and it provides advanced features like sending broadcast messages, setting up automation, arranging product catalogs, and more.

7. Easy Integration

It’s cool that WhatsApp can be integrated with various customer relationship management (CRM) systems. It allows businesses to track user interactions, manage inquiries in a single platform, and streamline customer support.

8. Media-rich Content Feature

Media-rich content on WhatsApp provides numerous benefits for both personal and business communication.

One more thing: WhatsApp is the most preferred communication channel, as it supports media-rich content—such as images, videos, voice messages, documents, and GIFs—making conversation more exciting.

Customers can take a screenshot of issues they’re experiencing and send it on WhatsApp directly to get it done. Similarly, agents can provide customers with tutorials and visual guides.

10 Ways to Use WhatsApp for Better Customer Experience

Here are some great ways that you can use to optimize the customer experience with WhatsApp Business and grow your conversions.

1. Quick and Personalised Responses

When a customer sends a message to you for the first time, welcoming them with a greeting message is essential for any business.

Use the WhatsApp Business app to set up automated greetings to welcome customers instantly and deliver quick replies to common FAQs.

This is the personalized way to say hello to customers and make them feel valued.

2. Run a Bulk Message Campaign

One of the greatest ways marketers started investing in WhatsApp marketing is that they can send messages in bulk to thousands of customers at once.

Simply create a broadcast list of the customers you want to send a message to, craft the message, and click on the send button. Recipients will get the message instantly without knowing that they are being broadcasted.

A retail store can notify customers about a flash sale, while a municipality might update residents on new public services.

3. Provide Customer Support

Consider WhatsApp as your customer support executive, who handles your customer’s queries. Customers can ask for support anytime, but automation can quickly answer their common questions, improving their shopping experience.

WhatsApp also allows you to integrate AI, ensuring fast, smart, and more personalized customer support.

4. Use the Interactive Message

Interactive messages allow users to select interactive buttons to reply and chat with businesses. They include some interactive elements like clickable buttons or quick reply options.

Interactive messaging is also the best way to engage with customers and improve their experience.

5. Collect Feedback and Surveys

Collecting user feedback and running surveys are secret weapons for business. You can send short surveys and ask for reviews on WhatsApp to know what your customers feel about your business.

By knowing their feedback, you can make changes, improve their shopping experience, and increase sales.

6. WhatsApp Shopping Feature

WhatsApp allows brands to set up product catalogs using business accounts, where they showcase the products with information and pricing as well as set up payment gateways, so customers can also buy from WhatsApp seamlessly without leaving the platform.

This can be a good strategy to provide a seamless experience to customers through the WhatsApp platform.

We’ve covered more details about the WhatsApp CRM feature here.

7. Chatbot and Live Chat

You can integrate a chatbot or live chat widget into your website so that users can communicate with the support team and get quick assistance from a chatbot.

Chatbot can train itself from the data you provide and respond quickly, making user experience 10x better than before.

8. Segment Your Audience

You can segment your large audience based on demographics, behavior, interest, and purchase history, ensuring more personalized, relevant, and targeted communication.

It means you can reach out to a more specific audience to improve their satisfaction and boost engagement.

9. Integrate with Other Platforms

Be where your customers are, from social media platforms to websites and Shopify stores. Simply create a WhatsApp link, which includes your phone number, and add it to your social media bio and post. Read our latest blog to know on How to Increase sales on Shopify?

10. Send a Reminder and Promotional Message

If you are still wondering why marketers choose WhatsApp as their primary customer service, this is the best feature you’ll love to use to grow your business.

With the help of the WhatsApp Business API, you can send reminders, confirmation messages, updates, and various offers or deals.

Even the business version provides pre-made message templates that you can use to save time and boost productivity.

Conclusion

Still, you are looking for other reasons to choose WhatsApp to improve customer service. You are making a huge mistake.

All industries, including eCommerce, healthcare, local businesses, handymen, and more, could provide support and leverage other features WhatsApp may provide.

If you want to boost WhatsApp marketing efforts for your Shopify store, the Chatix app can centralize your team’s support into a single easy-to-use dashboard and address customer issues quickly.

Learn more about Chatix's integration with Shopify and how it helps you save time, improve customer experience, and drive revenue.