WhatsApp is part of the daily life of the majority of Spaniards to the point that it has become the communication channel par excellence of the society. But not only on a personal level, but its professional use is becoming more and more popular.
91% of Spanish Internet users uses this instant messaging application, which has become the favorite social platform for almost 40% of them, according to the 2022 Digital Report from Hootsuite and We Are Social. For this reason, it has become a priority channel for small and medium-sized companies to reach their customers in a simple and effective way.
In this context, CM.com, a company specialized in conversational commerce, points out five ways in which an SME can take advantage of whatsapp business to reach your customers:
1. Customer service
As the preferred communication channel for the majority of Spaniards, WhatsApp Business becomes the best way to offer close and quality customer service. It is important for companies to offer their customers a way of contact that is simple and useful for them.
Through this channel you can manage all kinds of contingencies that may arise to the customer, whether they are problems when making a purchase or doubts that may appear. In addition, it is possible to configure automatic responses that can inform the user about frequently asked questions such as hours or direct them to an answer on the web.
2. Notifications
WhatsApp Business is an ideal medium for sending notifications to the customer such as purchase or reservation confirmations, reminders and other types of alerts. In addition, it is possible to automate this service to facilitate the work of the SME and allow them to focus on their business.
3. Personalized offers
It is a channel that can also be very useful for the marketing team, since it will have the possibility of sending personalized offers to the client based on queries or purchases you may have previously made. Being such a close tool, the engagement achieved with the user is very important.
4. Double factor authentication
Security when registering on the web or making a purchase in any ecommerce has become paramount. One of the best tools that exist to ensure that the user who is making that payment is who they say they are, is the double authentication factor, by which the user is asked for a double confirmation of their identity.
One of the most used factors is usually passwords, which can be reinforced by means of a code received through WhatsApp as a second authentication factor. In this way, it will be easy for the customer to confirm their identity and the purchase or registration process will be very simple.
5. Measurement of customer satisfaction
The relationship with the user does not end once they have purchased the product or service they need, but it is very important to monitor their satisfaction. Through WhatsApp Business, SMEs can send customer satisfaction forms or request a service assessment, in such a way that it serves so that the SME can improve its processes day by day. In addition, this concern increases customer engagement, since they perceive that the company really cares about them.
“WhatsApp Business allows SMEs to interact with their customers through an application that they are probably already using to communicate on a daily basis”, comments Pablo de Mier Prieto, Country Manager in Spain for CM.com, who adds: “In addition, it is a completely secure and easy-to-use communication channel. It is very important for companies to be present wherever their customers are, in order to offer them quality service and interaction through their preferred channels”.
