Managing client relations, which is one of the main aspects of marketing strategy, can generate loyalty and increase the service level for clients. It can also constitute a value for any business in the long run. Today, it is possible to improve the efficiency of customer care and the technical-commercial assistance by means of simple digital tools available to everyone.
Many are familiar with WhatsApp, a text application. But not many know that there is a free version of the app for businesses called WhatsApp Business. It has the same functions as the consumer version one but it turns out useful when it comes to client support,
sales or sharing important information. Unlike the traditional WhatsApp, the business version, WhatsApp Business, can integrate a company’s telephone number (landline or mobile) from which one can answer or easily communicate with clients. It is possible to enter a logo, a brief company’s profile, inform about the opening hours, enter an address, an e-mail address, a website, a telephone number, a product category, present a list of services or other useful information. Yet, the most surprising thing is that it gives the possibility to create an interactive catalogue with photos and prices, to receive orders and quickly answer text messages sent by clients. Also, businesses find it very useful as far as client support goes during the pre-sale stage, in the choice of products or while booking a service. The application allows to exchange commercial information about the product itself by providing a link to a website or to a technical data sheet or to signal a problem during a
post-sale stage.
Taking a dry-cleaner’s for instance, the app is used to visualize the price list, choose and book the type of garment treatment as well as their withdrawal and delivery. It is also possible to receive an alert or a communication about the garment: ready for pick up or being delivered. Thanks to WhatsApp Business, running costs and time are optimized as the app allows to reduce the number of phone calls that often translate to a significant time and resources waste, especially for small businesses. What is more, contacts and chat can be organized by labels, e.g. new clients, potential clients, orders being processed or orders delivered so that it is possible to easily keep track of everything at a cost close to zero.
by
Alessandro Martemucci,
Marketing Consultant
Officinae Marketing Management
DETERGO
MARCH 2020
