The immediacy of WhatsApp is a good companion for effective customer service. For example, if a customer gets stuck when assembling a piece of furniture they bought from your online store, they might prefer to send a WhatsApp to the technical service rather than an email.
The expectation of a quick response is higher in the first case than in the second. Therefore, the WhatsApp button visible on the website is a way of communicating that you will respond quickly .
User proactivity is encouraged
WhatsApp’s own marketing policy encourages users to proactively initiate communication with the company on the platform. A WhatsApp button on your website is an ideal way to achieve this goal.
It will also be a way to get more leads for your contact list, which can lead to conversions. In each conversation started, you will be able to request chinese overseas australia database consent for users to be added to your contact list and receive your campaigns.
This way, you can reach certain segments of the population that are less familiar with email and are not likely to sign up for your email list or check your newsletters regularly.
Customer Service Resources
While making your WhatsApp account visible is a good practice for your business, it is not a one-size-fits-all solution. The main limitations to keep in mind are:
Less optimized experience from PC
Despite the above data, computer navigation still has a significant weight. For example, it is the predominant option in some B2B businesses. For visitors using a computer, the WhatsApp button does not offer the same accessibility as the mobile version.
This is not an insurmountable obstacle. There is a desktop application for using WhatsApp on a computer, which is set up fairly quickly by august news from the world of seo and online marketing scanning a QR code with your phone. However, for those who have not taken this step before visiting your website, the instantaneousness of starting the chat is broken.
For this reason, a web chat is usually a more optimized option for browsing from a PC. It is possible to offer both options so that each visitor can select the one that best suits them.
Dependency on an external platform
When using a WhatsApp link, communication with your customers depends on an external platform . You will have to be aware of the policies for companies.
Although WhatsApp encourages the use of the messaging app for customer service, there are permissions, regulations or details that can change at any time.
Limited customization possibilities
The appearance of a WhatsApp chat is not very esperanto leads customizable. In a web chat, you can configure elements such as the background color to adapt it to your corporate tone . In contrast, a WhatsApp chat barely allows for visual adjustments: the interface color must be the corporate green of the application.