5 smart ways to improve customer experience using WhatsApp

December 5, 2022

WhatsApp has become the most popular social media platform among all age groups compared to Facebook and Youtube. This platform has become a way of communication between family and friends. Companies have embraced the WhatsApp business app as a way of communicating with their potential clients. This has enhanced and improved the customer service experience. Here customers can get updates on new products and restocked products. They can also ask questions directly and get instant answers. Customers can share their shopping experience if it was fast or slow and tedious. Good customer service experience will make the customers happy and will keep coming back. In this article we will discuss five smart ways you can use WhatsApp to improve customers’ experience using WhatsApp.

1. Answer common questions

Commonly asked questions are about the available products and services, payment methods, and delivery methods. Other common questions are about purchases and complaints about the product or services. Creating a chatbot helps have instant replies to common questions. Often update the Chatbot with answers to the new commonly asked questions. Moreover, clients will trust the answers provided through the company’s website or WhatsApp page other than other sources. The quicker you answer your client’s questions the greater the chance you will have of winning them to purchase your products.

2. Collect customer feedback

In this competitive digital market, customers will prefer the best brand that suits their preferences. Collecting customers’ feedback helps you conclude how they feel about your products and services. Through feedback, you will know where to improve your services. Constant communication with the clients will also help analyze customers’ experience with your brand. With a tool like WA Sender chrome extension, you can increase engagement with your customers and customize responses to feedback messages to suit each clients’ needs.

3. Use WhatsApp rich media features effectively

You can chat with your consumers at a personal level. You can use rich media features like images, videos, PDFs, GIFs, and even emojis in your chats. If a client may have a complaint about a product, request them to share a picture. A consumer can also request more images of different products they are purchasing, it’s okay to share the images. Moreover, if you want to attach and send clear images and documents get WA Web Sender tool.

4. Link your product catalog

Creating a clear business profile is a good marketing strategy. Customers can see what products you have in stock by browsing through your catalog. This way they can ask questions about the products. You can also share catalog links so that clients can browse for more information about the products.

5. Add QR codes to your physical marketing materials

QR codes are also a good boost to marketing a company’s products. A client will find it tedious to type a long URL to visit a website page. By scanning the QR code, a client can immediately start a WhatsApp conversation with your brand. Here they can ask any questions or make a recommendation about the products and services.


Customer service channels like emails and web chats can be slow. It may also take some time before a customer checks their email. Many companies have embraced WhatsApp because people interact with WhatsApp often compared to email and webchat. It’s easy to identify your clients with WhatsApp than it is on webchat. Update your chatbot frequently to make the conversation between you and the consumer flow easily. Questions and customer sentiments should be addressed as soon as possible, preferably within 24 hours. Through customers observing customers’ consumption trends and getting positive feedback, you will know which products they consume in abundance. Good customer service will lead to more sales.



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