WhatsApp allows you to create quick responses that are the best way to support your customers. Quick responses are an option within WhatsApp Business so that you can speed up the support to your customers as much as possible. You will be able to create as many quick responses as you need. Those quick responses can contain images, videos, links to payment methods as well as texts enriched with Emojies and text formats available on WhatsApp.
We have to define quick responses in three types of moments that we manage with the client.
- New clients
- Customers who buy
- Customers who repeat or recommend us (viral business)
STEP 1
The client has just arrived on WhatsApp, the client does not know us yet. Neither do we know that client. What should we do? Get to know us
The first thing is to develop a correct customer profile.
What do we need to know to build a profile? age, address, gender, where you work …
Each business requires a specific customer profile. This customer profile will help us to focus our offer in the correct way. It may be that in our business we have different products, types of service, customized solutions …, therefore correctly identifying the customer is an essential step to be able to offer the right product.
The quick responses will allow you to create a series of conversations with which to extract the appropriate information from your client.
STEP 2
Once your client has been identified, you can start making a commercial offer. An adequate offer for this type of customer. A bronze or mid-range customer will receive a suitable offer from her profile. A customer at the gold level or higher should receive another offer. You must design dialogues or even assign specific sales and support agents for each customer category.
The quick responses will allow your commercial agents or yourself, to have a designed system on which to work and improve. There is no point having to write the same business conversations over and over again. With WhatsApp you can create as many quick responses as you need to share them with your sales and support team and with the aim of maintaining a homogeneous level of dialogue with customers. The good thing about WhatsApp is that the agent at any time can resume the conversation and offer the client the best possible deal.
STEP 3
Once the sale has been closed, you must monitor the project or product sold. This post-sales process may require a new type of commercial agent and therefore a new conversation system designed for this moment in the conversion funnel. Do not forget that the sale is half way now you need the customer to become a recurring customer.
Another option is for that client to act as a Salesperson recommending your service to other clients. You have to design these two options in the conversations that you are going to have with your client.
What resources, materials, content, can we design so that our clients recommend us to other clients? We can ask for it directly, we can ask for it in an indirect way, we can ask for it in a way that our client feels part of our project, we have to make our clients become commercial.
Generating all this type of conversations and dialogues using WhatsApp business Quick Replays will allow your system to be homogeneous and scalable. By adding more agents to your team, you can maintain a consistent level of sales.
To do this, it is best to start with yourself. Download WhatsApp Business, design these conversations. Get the Engagement you expect. Once you have it designed, measured and valued, it begins to scale.
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