Using WhatsApp Business for Customer Support

WhatsApp Business is a powerful tool that can be utilized for efficient customer support. With its wide user base and various features designed specifically for businesses, it provides a convenient and effective platform to connect with your customers. In this tutorial, we will explore how you can make the most out of WhatsApp Business for customer support.

Prerequisites

An active WhatsApp Business account

Step 1: Setting up WhatsApp Business

Download and install the WhatsApp Business app from the Google Play Store or Apple App Store.
Launch the app and follow the setup instructions to create your business profile.
Verify your business phone number, which should be separate from your personal WhatsApp number.
Customize your business profile by adding relevant details like business name, description, logo, and contact information.
Configure your business settings, including business hours, away messages, and quick replies.

Step 2: Managing Customer Interactions

WhatsApp Business offers several features to effectively manage customer interactions:

a. Labels

Labels help you categorize and organize customer conversations. You can create custom labels such as "New Enquiries," "Open Tickets," or "Resolved." To create a label, follow these steps:

Open a chat in WhatsApp Business.
Tap on the three dots icon at the top right corner.
Select "New label" and enter a name for the label.
Assign the label to the specific chat.

b. Quick Replies

Quick replies enable you to create pre-defined responses for frequently asked questions or common queries. To set up quick replies:

Go to "Settings" in WhatsApp Business.
Select "Business Settings" and then "Quick Replies."
Tap on the "+" icon to add a new quick reply.
Enter a keyword and the corresponding reply message.
Save the quick reply, and it will be accessible while typing a message by typing "/" followed by the keyword.

c. Away Messages

Away messages are useful when you are unavailable to respond immediately. You can create customized messages to inform customers about your absence and when they can expect a reply. To set up an away message:

Go to "Settings" in WhatsApp Business.
Select "Business Settings" and then "Away Message."
Enable the "Send away messages" toggle.
Enter the message you want to send during your absence.
Optionally, set a schedule for the away message if needed.
Save the settings.

d. Automated Greetings

Automated greetings allow you to send a welcome message to customers when they initiate the conversation. To set up automated greetings:

Go to "Settings" in WhatsApp Business.
Select "Business Settings" and then "Automated Messages."
Tap on "Greeting message."
Enable the "Send greeting message" toggle.
Customize the greeting message to your preference.
Save the settings.

Step 3: Managing Business Contacts

WhatsApp Business provides features to manage your business contacts efficiently.

a. Broadcast Lists

Broadcast lists allow you to send messages to multiple customers simultaneously without creating a group. To create a broadcast list:

Open WhatsApp Business and go to the "Chats" tab.
Tap on the three dots icon at the top-right corner.
Select "New broadcast" and choose the contacts you want to add to the broadcast list.
Tap on the checkmark icon to create the broadcast list.
Send messages to the broadcast list as needed.

b. Labels & Filtering

Using labels, you can categorize your business contacts based on different criteria such as location, purchase history, or preferred products. To label a contact:

Open the chat with the relevant contact in WhatsApp Business.
Tap on the three dots icon at the top right corner.
Select "Add label" and choose an appropriate label or create a new one.
Assign the label to the contact.

Step 4: Integrating WhatsApp Business with CRM or Helpdesk

To streamline your customer support process, you can integrate WhatsApp Business with a CRM (Customer Relationship Management) system or helpdesk software. Integration allows for automatic ticket creation, centralized customer data, and better tracking. Depending on your chosen CRM or helpdesk software, the integration process will vary. However, most platforms provide clear documentation and instructions on how to integrate WhatsApp Business.

Conclusion

By utilizing the features of WhatsApp Business, you can enhance your customer support experience. From managing customer interactions to efficiently organizing business contacts, WhatsApp Business provides a user-friendly platform for effective communication. Integrating it with a CRM or helpdesk further improves your customer support workflow. Start leveraging WhatsApp Business and provide a seamless customer experience for your business.