Service via WhatsApp: how to do it, tools and best practices

Service via WhatsApp

Service via WhatsApp, how to do it?


  1. How to make an efficient WhatsApp service for sales?
    • 1 – Attention to the first contact
    • 2 – Don’t forget the follow-up
    • 3 – The relationship continues in the after-sales
  2. Best practices for service via WhatsApp
    • 1 – Integrate WhatsApp to Sales CRM
    • 2 – Have clear metrics in this service channel
    • 3 – Conduct ongoing training for this channel
    • Bonus: Is it worth having a script ready to serve?

Carrying out the service via WhatsApp is no longer a differential in companies for a long time. It is, and every day more, a necessity for any business that wants to serve its customers well. In the year 2020, according to a survey by Messenger, a fact draws even more attention. Undeniably, it awakens to this need. Up to 76% of app users communicate with brands solely and exclusively through the app. So, the challenge is clear, right? It is necessary to make a service via WhatsApp every day better. More agile and of value for people who want to consume the brand. But how to do it? What are the best practices? Also, which tools complement the strategy? These are all questions that we are starting to answer from now on. Good reading!

How to make an efficient WhatsApp service for sales?

Some points are crucial to prepare your sales team (and the company in general) to provide good service via WhatsApp. It is, in fact, about implementing a culture. Not just using the tool to answer. It’s something bigger. It’s having an entire company focused on customer success. And it manifests itself in small moments. In every service. Therefore, the 3 points here are crucial and deserve your attention. Ah, here, we’ll talk about potential customers. Who showed interest, in some way, in the company’s offers. OK?

1 – Attention to the first contact

Your SDR team is used to calling and sending emails. However, now he needs to include WhatsApp in his sales routine. Also, you should perhaps put it as a priority in the first contact with the lead. For example, instead of just calling, the SDR can send a WhatsApp requesting the call. However, many times your team can solve everything there. Everything via written message or even audio. It’s a way to have a much more agile contact with the lead. Emails are not always read. And calls you will always depend on the customer being available at that exact time. After all, WhatsApp is where your customers (and you too!) spend most of their day, right?

2 – Don’t forget the follow-up

WhatsApp is also useful for customer reminders. Remind him of:

  • choose a time to speak with the seller;
  • participate in the demo scheduled with the seller;
  • analyze the proposal made;
  • submit a counterproposal;
  • sign the contract, etc.

Audios, videos, and images about the product can also be sent to the customer during this follow-up. These are practices that help to reinforce interest and arouse purchase urgency.

3 – The relationship continues in the after-sales

The service via WhatsApp can follow in the after-sales. The seller is in contact with the customer to settle the last details of the contract. And also to ensure that the baton passes correctly for the next stages. The other areas, once the sale is sealed, can continue to interact with the customer through the application. After all, it’s a channel that has already proven itself efficient, right? The customer always responded there. Therefore, he hopes that the next contacts will also take place via WhatsApp. Pay attention to this!

Best practices for service via WhatsApp

To make service via WhatsApp simpler, easier and faster, there are some good practices to be followed. These are strategies to make work more assertive. And, more than that, to ensure data driven sales management. So 3 actions are required at this time. Are they:

1 – Integrate WhatsApp to Sales CRM

With the PipeRun extension for Google Chrome, it’s easy to integrate WhatsApp with CRM. After activating the PipeRun Extension in your browser, you follow a few more simple steps.

  1. Update WhatsApp Web;
  2. The extension will appear loaded on the right side of the screen;
  3. Log in to CRM PipeRun securely;
  4. Select the conversation with the customer and, when clicking, see the opportunities linked to him on the side;
  5. Afterward, perform all kinds of actions. For example, copy the proposal link and send it via WhatsApp, make calls;
  6. All interactions with the customer on WhatsApp will be recorded in the customer opportunity.

Some crucial points here. Everything that CRM PipeRun allows you to do within the platform, you will be able to do through WhatsApp. That is, you run the tool’s features in the application. You will need to have the customer’s WhatsApp number saved in CRM PipeRun in order to register the conversation in the opportunity already created. Also, you can customize the extension by choosing light or dark mode.

2 – Have clear metrics in this service channel

Every strategy needs to be measured. This is non-negotiable within a company that wants to scale sales and grow. Therefore, having clear metrics in attendance via WhatsApp is a must. Compare results with other channels like calls and emails. Pay attention to:

  • Time for the first contact made;
  • Average customer response time;
  • Sales cycle;
  • How long the opportunities were at each step of the funnel.

In short, WhatsApp needs to speed up the process. Reduce the trading cycle. And, fatally, increase productivity. If he’s not doing this, rethink the processes, scripts and routine until you get your hand right.

3 – Conduct ongoing training for this channel

Sales training is essential. It needs to be continuous. When adding a new service channel to sales, it’s even more important. Here, it is important to make sure not to mechanize this crucial task for any company. After all, it would even be nonsense. WhatsApp serves to approach and humanize the contact. Not the other way around. Another important point: have a business account. Confusing professional and personal WhatsApp is not always a good solution. In fact, almost never. Sometimes common sense about schedules and message exchange ends up taking a back seat. And that’s not cool for anyone, right?

Bonus: Is it worth having a script ready to serve?

The answer is: it depends. If there is a large volume of leads to be served by WhatsApp, it might be worth it. Here we have an article with several messages ready for assistance via WhatsApp. But within this ready-made model, it is necessary to “de-robotize” the message. Make it lighter, even informal. Remember that the mission here is to humanize the service. People want to talk to a person, feel heard and welcomed. WhatsApp is for that. So, returning to answer: yes, it’s even worth it. Especially for the initial approach. But then, even if your team needs to follow a script, it’s important to make the interaction as human as possible. Combined? So, how can we help you? If you were in doubt. Or, if you want to know more about the integration of WhatsApp with CRM PipeRun, feel free and…: TALK TO A CONSULTANT. Enjoy and read two articles that will help you better serve customers via WhatsApp. The first talks about how to win the customer with the first email (or message in the app). The second addresses strategies to provide excellent service at all times. Good sales! A hug from PipeRun, your CRM. #RunPipeRun

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