WhatsApp is the most used messaging application in London. From this, it is easy to understand why so many customers are used to being served by companies from the same.

However, it is not the best solution for customer service in the online environment. That’s because WhatsApp, despite serving as a real-time communication tool, does not provide resources that help you maintain the quality of your service impeccable and that helps you better understand your target audience.

For that, it is necessary to use a professional service tool: the online chat on your page. It is developed with the focus on helping you to offer assistance and solutions to customers in the best possible way, in addition to having the potential to increase your sales. Find out how to lose the fear of saying no to WhatsApp to your customers by offering a better solution, as is the case with Websites Are Us’s professional online chat.

Is online chat better than WhatsApp?

This is a common question that we find coming from ecommerce owners and digital entrepreneurs. The answer to it is definitely yes, online chat is superior to WhatsApp when it comes to customer service.

We understand that both tools essentially serve as an online chat platform, allowing instant communication via text messages or even by voice, but as we mentioned earlier, WhatsApp was not built with a business focus and even its business version, WhatsApp Business , does not yet offer the necessary resources to guarantee the satisfaction of its customers.

The online chat on your page fulfills functions in addition to customer service. Let’s first understand the differentials obtained by using it, so we can help you convince your customers to use the chat on the page, instead of WhatsApp.

Improves your team’s efficiency

WhatsApp allows you to view a new contact’s phone number after adding them and their name, but these are the only information obtained from the customer through the app.

Meanwhile, with online chat, you can view data such as contact email and even profiles on social networks. This all makes your team able to work more efficiently, offering personalized service.

In addition, service sessions can be transferred between different members of your team, without any interruption. All of this impacts the speed of service, which is a crucial factor in ensuring customer satisfaction.

Say No to WhatsApp To Your Customers Quality of Service

Increases the quality of your service

Being able to follow the attendance history of each visitor whenever they start a new session is one of the biggest advantages of online chat. You will be able to view everything that has been done, in addition to being able to access data such as purchases made by the customer, the customer’s evaluation of the previous service and much more.

Another critical factor when using WhatsApp for customer service is that you are limited to serving only one customer at a time via voice calls, regardless of how many support agents are available. Meanwhile, with chat, each agent can serve a customer while still having text sessions with other visitors, simultaneously.

Allows you to be proactive in service

Just making a phone number corresponding to your WhatsApp available on your page makes your company take a reactive position in relation to customer service, hoping that customers will look for you when they encounter problems or have questions.

With online chat, you can use proactive invitations to reach your visitors. This form of approach can also be configured based on the page the customer is accessing, such as the shopping cart, your blog, specific product categories, among others.

Use proactive invitations to offer assistance, discount coupons, inform about special promotions or even alert about new products or services you are offering.

Helps retain customers and sell more

The online chat on your page is an integrated platform that eliminates the customer’s need to use different applications or browser tabs whenever they need help or encounter problems.

Retain customers on your page and offer assistance while they’re still browsing your offers. This, together with the proactive invitations mentioned above, directly impact your chances of conversion, allowing you to follow the visitor from the first contact.

In this way, you can assist the customer’s decision-making process and navigate it through your sales funnel, recommending alternatives, adding value to the order and making the sale.

Read too: Benefits of Affiliate Programs for Digital Marketing Agencies

Say No to WhatsApp To Your Customers Sales Funnel

Deliver what the customer expects and more

One of the factors that make customers seek service via WhatsApp, is because they are possibly unaware of how an online chat platform is a communication channel that offers more convenience.

Don’t be afraid to say no to WhatsApp to your customers, but remember to make them feel safe using the online chat on the page. Also inform them that they will have access to all the features they are already used to using WhatsApp, such as file transfer.

In addition, using a quality platform, you will still continue to offer service through mobile devices. That is, you and your agents will have access to the chat tool on your smartphone or tablet, and your customers will also be able to use the online chat on the page through these devices.

To offer it all, use Websites Are Us

Considering the strengths offered by online chat, install Websites Are Us on your website and don’t be afraid to offer this quality alternative when your customers ask for a WhatsApp service.

With this omnichannel solution, you will have access to all the resources mentioned in the article and more, from integrations with other messaging applications, such as Facebook Messenger, Viber, to multilingual support tools. Install now on your website, free of charge for up to 5 agents!

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