¿WhatsApp Business? Consejos para aprovecharla al máximo

Por Martín Frascaroli, CEO y Fundador de Aivo

Las tendencias de movilidad actuales han transformado por completo la manera en la que nos comunicamos y accedemos a la información si comparamos nuestros hábitos con los de hace 20 años. Aunque todavía consumimos noticias por televisión o la radio y de vez en cuando hacemos llamadas telefónicas personales o de negocios, los medios y canales con los que contamos para poder transmitir un mensaje ahora son tan diversos como inmediatos.

En México, el crecimiento acelerado del uso de smartphones ha transformado no sólo la dinámica de consumo de medios, sino, la forma en que los usuarios interactúan entre ellos. De acuerdo con el Estudio de Consumo de Medios y Dispositivos entre Internautas Mexicanos del 2017 realizado por IAB (Interactive Advertising Bureau) de México, en el año pasado el 71.5 millones de personas se conectan a Internet, cifra que equivale a 60% de la población.  Por si fuera poco, de estos más de 70 millones de personas, 81% lo hacen a través de un smartphone, el cual es usado de forma predominante (62%) sólo para comunicarse con sus contactos.

En este contexto, las apps y plataformas móviles de comunicación encuentran un gran mercado el cual se encuentra ávido de opciones rápidas, fáciles de usar y que permitan una interacción compatible con todo el contenido que consultan los usuarios en otras páginas. Una empresa que ejemplifica claramente estas características es WhatsApp, app de mensajería instantánea creada en 2009 y que fue adquirida en 2014 por el gigante de las redes sociales Facebook.

Whatsapp tiene más de 1,300 millones de usuarios alrededor del mundo y posee la seguridad y prestigio de pertenecer a la empresa de redes sociales más grande del mundo. En México se estima que el 93% de internautas la usan, de acuerdo al 13° Estudio sobre los Hábitos de los Usuarios de Internet en México 2017 de la Asociación de Internet.

Al encontrar esta gran gama de usuarios que utilizan esta herramienta, WhatsApp recientemente decidió lanzar la fase piloto de WhatsApp Business, producto pensado con la finalidad de que las empresas puedan interactuar con sus clientes de una forma más simple, automática y manteniendo una comunicación permanente.

WhatsApp Business le da a las empresas la oportunidad de dar un gran salto al conseguir operar un negocio interactuando con los clientes a través del canal de mensajería más utilizado por ellos. La apertura de este nuevo canal también puede venir acompañado de una automatización de la atención: simplificando la autogestión del cliente, obteniendo una ilimitada capacidad de atención, reduciendo costos operativos y aumentando satisfacción y ventas.

Por lo tanto, para que una atención por WhatsApp Business sea exitosa, la resolución de las necesidades de los clientes debe darse de forma natural. Las empresas necesitan entender la intención real de los usuarios y lo que requieren para que estos puedan tener una experiencia de resolución instantánea.

Piensa que todas las acciones que ejecuta tu empresa pueden incorporarse a una herramienta tan práctica y sencilla como WhatsApp. Desde consultar el saldo, activar un producto o poder hablar con un representante en caso de ser necesario, todo en un solo lugar simplificando la operación del usuario en una misma ventana de interacción.

Consejos para aprovechar WhatsApp Business

Antes de incorporarlo a tu sistema de atención, será de utilidad asegurarte entregar la misma experiencia de interacción en todos los canales de forma unificada (Web, Facebook Messenger, WhatsApp, Apps y otros). No es recomendable crear experiencias diferentes a las que ya tienes funcionando en otros canales. Esto hará que dupliques el esfuerzo al mantener varias plataformas y que los clientes tengan versiones distintas al tratar de resolver una necesidad.

Asimismo, es importante crear respuestas empáticas y utilizar todos los recursos que el canal te permite como mensajes multimedia, mensajes de voz, carruseles de imágenes, emoticones y otros. Entrega más que sólo información en texto plano.

También es es necesario considerar que los mensajes de voz cada vez son más usados como un complemento de los mensajes tradicionales. Son muy simples y rápidos. En este caso es recomendable contar con la tecnología que te permita interpretar y contestar los mensajes para mantener la interacción con este tipo de usuarios.

Es muy importante que tu plataforma de atención tenga reportes de aprendizaje en tiempo real (machine learning) posibilitando identificar oportunidades de mejora en la atención. Esto te permitirá evolucionar la calidad de servicio sin necesidad de un técnico o un especialista del lenguaje y que cada mejora que apliques se vea reflejada en tiempo real.

Sin embargo, el paso más importante en todo este proceso es ser empático con los clientes: ponerse en su lugar y brindarles la mejor información y atención en relación con lo que ellos buscan, son las claves fundamentales para generar compromiso o engagement y obtener mejores resultados. Si desconoces cómo hacerlo puedes asesorarte con especialistas en atención al cliente, ellos tendrán una estrategia ideal para tu compañía.

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Doesn t he have a huge arsenal with him at any time At that time, just by smashing can kill the opponent.The sky has issued a decree, so I will naturally eliminate harm for the people.

Zu an said in a deep voice Brother Xie, I can t do this Let s not talk about you, it s human nature for a fair lady and a gentleman to love her, but you can t just throw it away.It was discovered in Cancheng that all the information had been sealed up, and the evidence of the witnesses was also brought to the capital by the embroidered clothes messenger, but he found nothing.

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By the way, her uvula seems to be quite pink At this time, the young woman gave those people a hard look If it weren t for today s identity The eyes of those guys can t be poked out.Speaking of which, the two of them were not familiar with each other at all, and even when they were making out, it was all in the dark, but at this time she had developed a deep attachment to this most familiar stranger.

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I only said it was difficult, but I didn t say it was impossible.What is the status of Jijiu, how can you disturb him because of these trivial matters, Yi Chun immediately refused, Why, don t you suspect that those government officials who receive the imperial salary will tell lies quickly.

Yes Eunuch Lu was a little depressed, but he still didn t dare to show anything, and just looked at Zu an enviously.Everyone is not a player on the same track. Mr. Zu Yo44svk From Chef To Fit Rachael Rays Remarkable Weight Loss Transformation has a limitless future. Churo Habayashi will definitely not be his final destination.

Seeing Chu Chuyan rarely show the side of such a young daughter, Zu an s Unraveling The 61pggc Hilarious And Horrifying Truth About Haribo Sugarfree Gummy Bears heart was full of love, and at the same time, a trace of guilt arose, he was a top notch scumbag.If it wasn t for the wrong occasion, Zaan would have almost whistled.

up. Yun Jianyue said In my opinion, it s better to leave it alone and burn this mulberry forest.What s more, from his point of view, Pei Mianman s real strength is indeed not as good as Zhiyin s, and he won the Weight Loss Injections Semaglutide What You Need To Know About Ov2t39c The Shots victory entirely by cheating on that strange bronze statue.

It s really unpredictable. That s why the trip to Mingyue City was a complete failure for me.Although the demon race was expelled to the bitter cold in the north, the stones in the latrine are smelly and hard, and they have never been softened for so many years.

Chu Chuyan originally wanted to leave the two person world with Zu An, but where the Sang family let them go, they had to have a dinner at home to express their gratitude.In the background, he received a large number of anger points, which came from Yan Xuehen.

His eyes suddenly fell on Zu An, and he couldn t help but light up Master Zu, what do you think about this This kid is young and vigorous, not as calm as those old foxes, it would be great to have him come out as a shield.At this moment, Zu an said lightly You have to thank the national teacher for saving your life.

If it was really all written by offering sacrifices to wine, it would be too strong to make people despair.I am also a snake clan, so I am still willing to give it a try.

But Chu Yan is not an outsider He struggled all the way, but he did not expect that he had already returned to the mansion.There was a trace of determination between her brows as she spoke.

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The woman with the high ponytail heard that this man was the gold medal eleven, and looked at him curiously.

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We all understand that you don t want to, my lord. To destroy such a situation, so I am very vigilant against this person, but since everyone has arrived, it is true that they are not turned away, I think it is better to make them a part of us.I will trade some things. If the transaction fails, I will auction it with Yuanjing.

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Therefore, when the troops advance forward, there will be violent explosions in the house from time to time, and sometimes the whole house will collapse.Sun Erwei replied excitedly He doesn t need these, Colonel Can you believe it He just heard that radar can invent something new, and it s something we desperately need Then Sun Erwei repeated Wang Xuexin s idea to Smith over again.

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In addition, it is slow to march with the wounded. If Wang Xuexin took a few scouts and disguised himself as ordinary people to leave the main force, it would indeed be easier to break through.This is enemy artillery firing, and the target is clearly the airport. Turn off the lights Hideo Hiirago shouted, Turn off the Online Weight Loss B50p Programs Your Path To A Healthier You lights In order to guide the planes to land safely, Yuncheng Airport turned on dozens of searchlights to illuminate the runway, but these searchlights also pointed out the target for the enemy artillery.

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After being hit, they either burst into flames or stayed in place.All the arrangements are to save people The directional mines and explosives are detonated manually, and the roads and bridges can be blown up when the soldiers of the Jinsui Army come over.

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This son came here in a low key manner this time, and I don t want too many people to know.The main reason was that the two men were handsome and handsome, and the woman was extremely beautiful.

At present, it seems that Zuo Su and Uncle Ming used him to carry out the specific operation and the details of the monster smuggling.And what I do personally will easily implicate the college and teachers, so let s keep the status quo for the time being, and treat the old Xiao Yao as dead.

It is common to find beggars to help store things on weekdays.It s just a coincidence, and I also failed to catch the other party and let it escape.

You can t just lift your pants and leave. Sang Qian interrupted him directly I don t need you to be responsible.Words cannot describe the complexity of his eyes. Pei You no longer had the interest to chat with him, and his Neues Wundermittel Zum Mm4pbfab Abnehmen Was Steckt Dahinter eyes immediately burst into light, and then the same light appeared in Zuo Su s eyes.

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This guy doesn t know that I already know that the Leopard Tai Yi Jing Pill is fake.Pegasus Chamber of Commerce Zu an was surprised, Shen Zhou s case involved the Zhenyuan Chamber of Commerce, and he found out about the Pegasus Chamber of Commerce by the way when he investigated the relevant information.

Going to the brothel at public expense, it s cool to think about it.What way Sang Hong asked hastily. It s not sure yet, Zu an said in a deep voice, I need to go out.

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