June 12, 2024
How to boost customer service in e-commerce with WhatsApp - PART 2
Investing in customer service is, above all, betting on the professionals behind the app.
June 12, 2024
How to boost customer service in e-commerce with WhatsApp - PART 2
Investing in customer service is, above all, betting on the professionals behind the app.
June 12, 2024
How to boost customer service in e-commerce with WhatsApp - PART 2
Investing in customer service is, above all, betting on the professionals behind the app.
This article is a continuation. To access part 1, CLICK HERE
According to a 2023 study by the Kantar Institute, 80% of Brazilians claim that they prefer to engage with companies and brands via WhatsApp because, they say, these organizations are more trustworthy.
With this consumer indication, how to structure a business without considering WhatsApp in communication and, especially, in sales? However, betting on the messenger and not training teams to interact efficiently and ethically is pointless; therefore, it is necessary to provide training, raise awareness among employees about the appropriate use of the app, MONITOR the work and consequently, the conversations through the app.
But are companies allowed to supervise the conversations that occur on the messenger between employees and clients?
Is monitoring conversations permitted by law?
It is no surprise that a company chooses to control the productivity of teams and to supervise the performance of professionals. This has been happening since the Industrial Revolution. However, monitoring messages and files on WhatsApp is still a taboo for many corporations.
At first, it is assumed that this monitoring violates the privacy of the app's users, but the idea is not to “snoop” on others' conversations via the application, but rather to monitor communication made on behalf of the company, with clients and suppliers. Once the objective of this supervision is exposed, the advantage of this initiative for both sides of the counter becomes clearer. The challenge is that in the eagerness to implement this practice, some managers convey a negative feeling to employees, resulting in great resistance on their part.
Engagement is necessary, and therefore, we will provide an overview of what should be done by the company's leadership to gain teamwork collaboration in monitoring messages with third parties.
10 Tips to engage clients in customer service:
Gather the people who will have the corporate WhatsApp supervised and communicate this initiative.
Clarify the purpose of the action, provide information on the legality of the process, and answer employees' questions. Seek help from the legal department to detail technical points.
Adjust the contract of these professionals and add an addendum that certifies the employee's knowledge regarding the monitoring.
Raise awareness among users about the appropriate use of the application. Emphasize the times when interactions should occur and what procedures should be adopted when communication occurs outside of business hours.
Promote workshops on topics related to communication via WhatsApp, such as data security, company policies and rules, non-violent communication, and even etiquette rules on the web.
Cultivate a psychologically safe environment for attendants. It is essential to create a relationship of trust, partnership, and respect so that professionals remain motivated and willing to cooperate with the company's strategy.
Provide a speech to the attendant that informs clients about the company’s confidentiality policies regarding the data collected.
Reinforce the need to inform the client that the messages are monitored for greater security and improvement of service.
Under no circumstances expose conflicts between the client and the attendant in public nor reveal the identities of those involved.
Create incentive campaigns to value the performance of professionals. Customer service evaluation surveys also indicate client satisfaction and can provide important insights for improvements.
As we can see, before resorting to corporate WhatsApp monitoring, we must take care of the attendant behind the application. They are the frontline of the company with consumers and will be responsible for the value judgment that the client will make about a product, service, and brand.
It is necessary to provide security, clarify the confidentiality of private interactions, ensure that monitoring will only be performed on accounts used by the company, and most importantly, invest in the training of these professionals so that they act as allies, ambassadors of your company.
Combining the technology of Zapper for message monitoring with the company's dedication to engaging its employees is the recipe for success. Let’s go together!
Want to discover more information about the tool? Click here and schedule a demonstration now!
This article is a continuation. To access part 1, CLICK HERE
According to a 2023 study by the Kantar Institute, 80% of Brazilians claim that they prefer to engage with companies and brands via WhatsApp because, they say, these organizations are more trustworthy.
With this consumer indication, how to structure a business without considering WhatsApp in communication and, especially, in sales? However, betting on the messenger and not training teams to interact efficiently and ethically is pointless; therefore, it is necessary to provide training, raise awareness among employees about the appropriate use of the app, MONITOR the work and consequently, the conversations through the app.
But are companies allowed to supervise the conversations that occur on the messenger between employees and clients?
Is monitoring conversations permitted by law?
It is no surprise that a company chooses to control the productivity of teams and to supervise the performance of professionals. This has been happening since the Industrial Revolution. However, monitoring messages and files on WhatsApp is still a taboo for many corporations.
At first, it is assumed that this monitoring violates the privacy of the app's users, but the idea is not to “snoop” on others' conversations via the application, but rather to monitor communication made on behalf of the company, with clients and suppliers. Once the objective of this supervision is exposed, the advantage of this initiative for both sides of the counter becomes clearer. The challenge is that in the eagerness to implement this practice, some managers convey a negative feeling to employees, resulting in great resistance on their part.
Engagement is necessary, and therefore, we will provide an overview of what should be done by the company's leadership to gain teamwork collaboration in monitoring messages with third parties.
10 Tips to engage clients in customer service:
Gather the people who will have the corporate WhatsApp supervised and communicate this initiative.
Clarify the purpose of the action, provide information on the legality of the process, and answer employees' questions. Seek help from the legal department to detail technical points.
Adjust the contract of these professionals and add an addendum that certifies the employee's knowledge regarding the monitoring.
Raise awareness among users about the appropriate use of the application. Emphasize the times when interactions should occur and what procedures should be adopted when communication occurs outside of business hours.
Promote workshops on topics related to communication via WhatsApp, such as data security, company policies and rules, non-violent communication, and even etiquette rules on the web.
Cultivate a psychologically safe environment for attendants. It is essential to create a relationship of trust, partnership, and respect so that professionals remain motivated and willing to cooperate with the company's strategy.
Provide a speech to the attendant that informs clients about the company’s confidentiality policies regarding the data collected.
Reinforce the need to inform the client that the messages are monitored for greater security and improvement of service.
Under no circumstances expose conflicts between the client and the attendant in public nor reveal the identities of those involved.
Create incentive campaigns to value the performance of professionals. Customer service evaluation surveys also indicate client satisfaction and can provide important insights for improvements.
As we can see, before resorting to corporate WhatsApp monitoring, we must take care of the attendant behind the application. They are the frontline of the company with consumers and will be responsible for the value judgment that the client will make about a product, service, and brand.
It is necessary to provide security, clarify the confidentiality of private interactions, ensure that monitoring will only be performed on accounts used by the company, and most importantly, invest in the training of these professionals so that they act as allies, ambassadors of your company.
Combining the technology of Zapper for message monitoring with the company's dedication to engaging its employees is the recipe for success. Let’s go together!
Want to discover more information about the tool? Click here and schedule a demonstration now!
This article is a continuation. To access part 1, CLICK HERE
According to a 2023 study by the Kantar Institute, 80% of Brazilians claim that they prefer to engage with companies and brands via WhatsApp because, they say, these organizations are more trustworthy.
With this consumer indication, how to structure a business without considering WhatsApp in communication and, especially, in sales? However, betting on the messenger and not training teams to interact efficiently and ethically is pointless; therefore, it is necessary to provide training, raise awareness among employees about the appropriate use of the app, MONITOR the work and consequently, the conversations through the app.
But are companies allowed to supervise the conversations that occur on the messenger between employees and clients?
Is monitoring conversations permitted by law?
It is no surprise that a company chooses to control the productivity of teams and to supervise the performance of professionals. This has been happening since the Industrial Revolution. However, monitoring messages and files on WhatsApp is still a taboo for many corporations.
At first, it is assumed that this monitoring violates the privacy of the app's users, but the idea is not to “snoop” on others' conversations via the application, but rather to monitor communication made on behalf of the company, with clients and suppliers. Once the objective of this supervision is exposed, the advantage of this initiative for both sides of the counter becomes clearer. The challenge is that in the eagerness to implement this practice, some managers convey a negative feeling to employees, resulting in great resistance on their part.
Engagement is necessary, and therefore, we will provide an overview of what should be done by the company's leadership to gain teamwork collaboration in monitoring messages with third parties.
10 Tips to engage clients in customer service:
Gather the people who will have the corporate WhatsApp supervised and communicate this initiative.
Clarify the purpose of the action, provide information on the legality of the process, and answer employees' questions. Seek help from the legal department to detail technical points.
Adjust the contract of these professionals and add an addendum that certifies the employee's knowledge regarding the monitoring.
Raise awareness among users about the appropriate use of the application. Emphasize the times when interactions should occur and what procedures should be adopted when communication occurs outside of business hours.
Promote workshops on topics related to communication via WhatsApp, such as data security, company policies and rules, non-violent communication, and even etiquette rules on the web.
Cultivate a psychologically safe environment for attendants. It is essential to create a relationship of trust, partnership, and respect so that professionals remain motivated and willing to cooperate with the company's strategy.
Provide a speech to the attendant that informs clients about the company’s confidentiality policies regarding the data collected.
Reinforce the need to inform the client that the messages are monitored for greater security and improvement of service.
Under no circumstances expose conflicts between the client and the attendant in public nor reveal the identities of those involved.
Create incentive campaigns to value the performance of professionals. Customer service evaluation surveys also indicate client satisfaction and can provide important insights for improvements.
As we can see, before resorting to corporate WhatsApp monitoring, we must take care of the attendant behind the application. They are the frontline of the company with consumers and will be responsible for the value judgment that the client will make about a product, service, and brand.
It is necessary to provide security, clarify the confidentiality of private interactions, ensure that monitoring will only be performed on accounts used by the company, and most importantly, invest in the training of these professionals so that they act as allies, ambassadors of your company.
Combining the technology of Zapper for message monitoring with the company's dedication to engaging its employees is the recipe for success. Let’s go together!
Want to discover more information about the tool? Click here and schedule a demonstration now!
This article is a continuation. To access part 1, CLICK HERE
According to a 2023 study by the Kantar Institute, 80% of Brazilians claim that they prefer to engage with companies and brands via WhatsApp because, they say, these organizations are more trustworthy.
With this consumer indication, how to structure a business without considering WhatsApp in communication and, especially, in sales? However, betting on the messenger and not training teams to interact efficiently and ethically is pointless; therefore, it is necessary to provide training, raise awareness among employees about the appropriate use of the app, MONITOR the work and consequently, the conversations through the app.
But are companies allowed to supervise the conversations that occur on the messenger between employees and clients?
Is monitoring conversations permitted by law?
It is no surprise that a company chooses to control the productivity of teams and to supervise the performance of professionals. This has been happening since the Industrial Revolution. However, monitoring messages and files on WhatsApp is still a taboo for many corporations.
At first, it is assumed that this monitoring violates the privacy of the app's users, but the idea is not to “snoop” on others' conversations via the application, but rather to monitor communication made on behalf of the company, with clients and suppliers. Once the objective of this supervision is exposed, the advantage of this initiative for both sides of the counter becomes clearer. The challenge is that in the eagerness to implement this practice, some managers convey a negative feeling to employees, resulting in great resistance on their part.
Engagement is necessary, and therefore, we will provide an overview of what should be done by the company's leadership to gain teamwork collaboration in monitoring messages with third parties.
10 Tips to engage clients in customer service:
Gather the people who will have the corporate WhatsApp supervised and communicate this initiative.
Clarify the purpose of the action, provide information on the legality of the process, and answer employees' questions. Seek help from the legal department to detail technical points.
Adjust the contract of these professionals and add an addendum that certifies the employee's knowledge regarding the monitoring.
Raise awareness among users about the appropriate use of the application. Emphasize the times when interactions should occur and what procedures should be adopted when communication occurs outside of business hours.
Promote workshops on topics related to communication via WhatsApp, such as data security, company policies and rules, non-violent communication, and even etiquette rules on the web.
Cultivate a psychologically safe environment for attendants. It is essential to create a relationship of trust, partnership, and respect so that professionals remain motivated and willing to cooperate with the company's strategy.
Provide a speech to the attendant that informs clients about the company’s confidentiality policies regarding the data collected.
Reinforce the need to inform the client that the messages are monitored for greater security and improvement of service.
Under no circumstances expose conflicts between the client and the attendant in public nor reveal the identities of those involved.
Create incentive campaigns to value the performance of professionals. Customer service evaluation surveys also indicate client satisfaction and can provide important insights for improvements.
As we can see, before resorting to corporate WhatsApp monitoring, we must take care of the attendant behind the application. They are the frontline of the company with consumers and will be responsible for the value judgment that the client will make about a product, service, and brand.
It is necessary to provide security, clarify the confidentiality of private interactions, ensure that monitoring will only be performed on accounts used by the company, and most importantly, invest in the training of these professionals so that they act as allies, ambassadors of your company.
Combining the technology of Zapper for message monitoring with the company's dedication to engaging its employees is the recipe for success. Let’s go together!
Want to discover more information about the tool? Click here and schedule a demonstration now!
Claudia Campanhã
Journalist, broadcaster, and postgraduate in social media from FAAP
Claudia Campanhã
Journalist, broadcaster, and postgraduate in social media from FAAP
Claudia Campanhã
Journalist, broadcaster, and postgraduate in social media from FAAP
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