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WhatsApp is the instant messaging application par excellence and this has led it to become the favorite of many users. For many years, this application has been used only for perosnal purposes, but increasingly, users with small or medium-sized companies demanded to be able to make a commercial use of the application.
That is why WhatsApp Business was created to facilitate the communication between customers and businesses. The use of WhatsApp Business is very simple and for the end customer it is also very convenient and accesible since they do not have to install any other application. The uses that different companies have made os this application are varied, but it is always good to know the success stories that we tell you below to exemplify the good use of this new tool.
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WhatsApp is currently one of the most widely used applications worldwide, with more than two billion users registered in this application.
In general, we all know the daily use of WhatsApp to communicate with other people with instant messaging. But this application is not only for that.
Currently, we have the WhatsApp Business tool that allows us to maintain a closer and more direct contact with customers so that we improve the relationship with them, generating a greater bond.
Following the appearance of WhatsApp Business, many companies tried to take full advantage of this tool by implementing specific communication strategies, thus giving rise to the term WhatsApp marketing.
But what is WhatsApp marketing? This concept refers to the strategy used to sell products or services through WhatsApp Business by sending individual and personalized messages to our customers.
The definition alone seems simple, but you are probably wondering how to do WhatsApp marketing. To do so, we will have to take into account different factors as well as follow some steps to make our strategy a success.
The first thing to consider when using this strategy is what the objective is going to be. Depending on this objective, you will be able to direct your communications and in this way fulfill your objective.
Once we have established our objective, we must know what type of messages to send to our customers. In this sense, personalized messages are the best way to connect with our target audience and make them feel that we are in direct contact with them in the most comfortable way. These messages should not only be focused on customer service, but we should also send valuable content to ensure that customers are informed of our news and generate the need to contact us to get our services or products.
In order for the strategy to be successful, it will be essential to measure the number of messages we send. Just as it is important to keep our customers informed and give them support, it is also very important to know the number of messages we should send.
By this we mean that we should not saturate customers with messages because they may feel bombarded and block us, meaning the loss of a customer and the opportunity to send them messages so that they can benefit from our products or services.
But what would a strategy be if we don’t really know the tool? To achieve a successful strategy, we must delve into all the functionalities of WhatsApp Business in order to be able to exploit its benefits to the fullest.
All this may seem complicated but Premiumguest can help you. If you access our free courses for customers in the section of our website: Academy, you will find a complete course of WhatsApp business with which you can learn about the tool in depth and know how to use it to contact your customers effectively.
They say that comparisons are odious, but taking successful campaigns as a reference can help us to get an idea of how we should approach our strategy.
Although it is a form of communication that has not been used for many years, there are already companies that have managed to carry out effective campaigns and through which their customers have connected with the brand in a close way.
One of the most successful campaigns in terms of customer service was that of the Accor hotel chain. This company provided a phone number to all its guests as soon as they checked in at reception, so that they could communicate via WhatsApp.
Through this number they could request reservations in different areas of the hotel, order food to the room or even request clean towels. This action meant that customers could have personalized attention at all times, thus improving their stay at the hotel and using a simple communication channel with which we are all familiar.
Many times, our customers may have special needs and encounter difficult situations in their daily lives in order to be able to use our services or products.
This was the reason that led the Almeria cab company to carry out an effective WhatsApp marketing campaign. In this case, the company realized that people with hearing disabilities had many problems when asking the cab driver the place they wanted to go, depending on papers to be able to write the address or even third parties.
Due to the analysis of this need, they used the WhatsApp business tool so that these people could send a WhatsApp to the driver with the address, through the number they previously called to request a cab.
This initiative was very well received throughout the city of Almeria and in the end many customers opted for this solution instead of making a phone call, as it was more convenient for them.
Through these two cases we realize how important it is to know our customers and identify their needs in order to make an appropriate strategy.
No matter if you want to carry out a customer service campaign or a campaign focused on conversion, it is important that this strategy is 100% focused on the needs of your customers and that it is a convenient and simple solution for your target audience.