Learn how to get your messages to customers right on WhatsApp

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Is your company aware of the enormous potential of messaging customers on WhatsApp? If not, it should be. After all, it is the most used app by Brazilians to get information, as revealed by a Senate survey published on the CanalTech website.

To get an idea of ​​the reach of this social network, purchased by Facebook in 2014, today, 79% of people with mobile internet access in Brazil prefer to get information through the app. This percentage far exceeds the public that still prefers TV (50%), news websites (38%) and Facebook itself (44%).

These are strong enough reasons not to stop using the world's most when was the first cell phone in south africa widely used communication app for business, don't you agree? But to use it well, you need to follow some rules and tips that will help you attract and retain customers . Check them out below!

Separate a professional profile and a personal profile
Although customers who communicate via WhatsApp have a more omnichannel profile — they use multiple channels, times and media — good customer service starts with setting a time. Firstly, because it conveys an image of professionalism and organization.

It is also a requirement, after all, customer service professionals have the right to rest, since not even machines work 24 hours without stopping. Respect for rest, by the way, is established by law, since the working day in Brazil is limited to 44 hours per week. Furthermore, by establishing a schedule, you prevent excessive use of the app from being used as evidence in a possible — and undesirable — labor dispute .

Another important measure is to set aside a separate number for the company. This helps with control, as a personal number can make it easier to misuse or even send messages by mistake.

Therefore, it is best to use WhatsApp Business, the version of the app aimed exclusively at companies. It offers advantages such as engagement metrics, automatic messages and other useful Customer Relationship Management (CRM) tools.

Good practices for communication via WhatsApp
Once you have the business version of the app, sending messages to customers on WhatsApp will be much easier to set up and manage. In other words, this will be your starting point for maintaining high-level communication with your customers.

No less important, WhatsApp is widely used not only as a relationship channel, but also as a means of promotion. Therefore, it is an indispensable ally for boosting sales and your Marketing Mix.

Check out the next topics to see how to increase your power of attraction, retain more customers and, ultimately, generate loyalty and delight!

Always ask for permission
There's nothing worse than receiving a message from a company you don't know or that hasn't been authorized to have your number, right? So, in your prospecting efforts, use the request for authorization to send messages via WhatsApp as a service protocol . This avoids embarrassment and maintains your brand's good reputation.

Personalize your message
With the Business version, you can create personalized messages, which are especially useful when your service is offline and to ensure a higher retention rate. To do this, simply access the menu, click on settings, and then company settings.

You will then see three personalized message options: greeting, away, or quick replies. Include all of them, always using a positive, friendly tone that conveys that you are 100% willing to resolve all of the customer's issues.

Be professional and assertive
Speaking of solving customer problems, just because you communicate via WhatsApp doesn’t mean anything goes. On the contrary, the more direct and professional your company is in its responses, the fewer questions it will leave about your products/services. Of course, this doesn’t mean being too serious or monosyllabic, but rather using common sense when communicating.

Speak only during business hours
We have already emphasized the need to set a time for service, but it never hurts to remind ourselves. After all, as we have seen, in addition to the risk of a labor lawsuit — if the service is provided by an employee — the lack of limits can also harm the quality of service.

Respond quickly
Before being a social network, WhatsApp is an instant messaging app. Therefore, it is designed for quick messaging. After all, if it took longer, people would use email, right?

This reinforces the need to set up personalized messages, since, in general, customer questions are almost always the same. With ready-made answers, you save time and ensure that everyone will be well served.