WhatsApp is increasingly being used as a tool for online and mobile customer service. This makes sense, because WhatsApp is the most opened application on Dutch smartphones. Suitsupply, a chain of stores for tailor-made suits, also got started with it and immediately took an innovative approach. In this article, five learnings from Suitsupply.
4 out of 10 WhatsApp users use the app for business
On average, Dutch people receive 65 messages a day via WhatsApp: users between the ages of 18 and 34 even send an average of 60 messages a day and receive 150. Almost four out of ten WhatsApp users use the app for business purposes, according to a report by Multiscope. From that perspective, more and more companies are beginning to realize that WhatsApp is an interesting channel for business. There are many new initiatives to use this widely used application, especially in the field of customer service.
Suitsupply also started with it a few weeks ago and has approached the whole concept innovatively. nigeria phone number library I spoke with Martijn van der Zee, marketing director at Suitsupply and previously worked as director of e-commerce at KLM. He shares his learnings with us and provides insight into the innovative aspects of WhatsApp for customer service.
WhatsApp as a service channel: how has that worked out for you so far?
“The best way to learn how to use WhatsApp properly is with a pilot. That way you can quickly make progress and also check whether the technology is not letting you down. We have linked WhatsApp directly to our central CRM system: this gives us complete insight into our customer, regardless of the channel. Both our customers and employees were immediately positive. Precisely because WhatsApp is used so massively by consumers, this is a huge opportunity. You can often provide much better service via a digital channel, because there are more technical possibilities than via a telephone conversation, for example.”
What makes the Suitsupply implementation different from others?
“We use WhatsApp to give customers styling advice, among other things. a suit and looks for a matching shirt and tie. We can then immediately make a good combination and even have it ready in one of our stores. By linking it to the CRM system, the WhatsApp conversation immediately gets the right context for us: who is the customer, is it an existing customer, what are the previous orders, is there a package on its way at the moment or is there a caseno email list specific type of suit that The customer send would suit him best? This allows you to have a much better and more personal conversation. And that is exactly what people expect, especially 17 best practices to exponentially grow your email list with such a personal channel as WhatsApp.”