This is a guest post by Woztell.
Emerging technologies continue to provide new tools for managing sales, marketing, and customer service processes. You want to be able to engage with your leads and customers in their preferred channels, such as WhatsApp, without losing the ability to track data and interactions. Here are some tips to develop a winning strategy for customer engagement and support on WhatsApp.
Leverage WhatsApp message templates
WhatsApp message templates are pre-designed messages you can send to your customers. These templates can include multimedia elements and buttons, allowing you to send alerts, updates, special offers, newsletters, and more. However, these templates require approval from WhatsApp to maintain a spam-free environment on the platform. To ensure approval, it's important to create messages that aren't overly promotional and adhere to WhatsApp's terms, conditions, and commerce policy.
Automate your messages
Customers reach out to your company through various means—WhatsApp messages, website purchases, or interactions with social media ads. Connecting all these touchpoints to your CRM ensures information is organized and tracked appropriately. Leverage this valuable data to offer your customers a seamless experience when engaging with them through WhatsApp in the following ways:
Create and send an automated welcome message to users when they first reach out to your WhatsApp channel.
Utilize workflows to automatically send relevant WhatsApp messages based on a contact's CRM status. For example, notify your customer of a successful payment completion or send order status updates after a purchase.
Send automated meeting or appointment reminders and the link to join the meeting via WhatsApp.
If you're a Zoho CRM user, you can now send automated your customers messages directly from Zoho CRM with the Woztell platform integration. Access CRM contact information without leaving the conversation and deliver fast, personalized service to your customers.
Provide 24/7 customer support with WhatsApp
Chatbots are highly effective at providing customer support. For example, you can create a chatbot that answers frequently asked questions. By categorizing responses and offering answer buttons, you can guide customers through a conversation flow that leads them to the precise information they require.
Streamline your conversations across multiple channels by managing them from one central location. With the WhatsApp live chat feature, you can:
Assign multiple agents to a conversation.
Facilitate internal conversations to enhance teamwork.
Provide faster and more accurate responses.
Improve the overall customer experience.
Based on these conversations, you can directly manage chatbots and automatically generate support tickets by integrating Woztell with Zoho Desk. With this integration, agents can directly enable or disable the chatbot for a specific user, allowing them to control the conversation and provide effective service. While your customers enjoy the freedom to use their preferred channels, you can conveniently organize all your communications within Zoho Desk.
Foster collaborative work
Effective teamwork translates into greater customer satisfaction and increased sales, but you need the right tools to support collaboration. Integrating Woztell with Zoho CRM and Desk enables your team to provide superior service to your customers. Every agent can access the conversation history, helping them understand each customer's needs. Integrating Woztell with Zoho Cliq gives agents additional options to find solutions as a team.
By implementing these tips, you can unlock the full potential of WhatsApp and other communication channels, revolutionize your customer interactions, and drive your business forward.