We have selected the best B2B customer service practices for you to boost your sales results. Check out our tips now!
1. Analyze your performance metrics
WhatsApp Business itself provides statistics and performance metrics. Use this data to improve your insights into interactions, identify when to use customer service automation to avoid losing customers, and gain insights to improve conversations and increase conversions.
2. Integrate with CRM
Integration with a CRM like Agendor international mailing list improves customer service via WhatsApp, as it helps to:
centralize conversation history;
respond to customers in less time;
increase the productivity of attendants and salespeople;
add contacts quickly;
don't miss any text or voice messages;
monitor negotiations in real time;
identify sales opportunities.
3. Make the payment step easier
Use WhatsApp Pay to receive sales amounts directly through the app in a secure manner, via debit, credit, multiple and prepaid cards. This feature optimizes decision-making, encourages unplanned purchases and helps close more deals.
4. Offer personalized service
Despite the possibility of creating and sending automatic and generic messages, WhatsApp also allows — and even facilitates — direct and real-time conversations with leads, prospects and customers.
This is a great opportunity to offer personalized service , better understand the needs of those on the other side of the screen and, in this way, increase the chances of closing more sales.
5. Maintain ethics and professionalism
WhatsApp opens up space for informal conversations, as well as breaking down regional and time barriers. Although these features bring customers closer to your brand, they should be used with caution.
Therefore, it is essential to maintain ethics and professionalism with practices such as:
pay attention to the time of sending the message so as not to make your approach inconvenient;
use the appropriate tone of voice for your business and customer profile;
request permission before uploading any media, especially audio.
6. Ensure the security of the information being processed
Use these resources to keep your contacts and company data safe:
two-step verification;
restricting access to the application to authorized employees only;
antivirus on mobile devices and desktops;
good team training on the importance of confidentiality;
compliance with regulations, mainly the LGPD, General Data Protection Law.
Learn more about this layer of protection in the article: “ LGPD in sales: how important is it and how to apply it? ”