It is well known that WhatsApp is an essential tool for companies, regardless of their field of activity. Present on 99% of smartphones enabled in the country, the app is seen as the main communication channel with the public, also assuming the role of a sales platform and customer service. 

The fact was proven by a study conducted by RD Station with 1600 Brazilian companies and presents relevant numbers: 75% of organizations choose WhatsApp for the agility of interactions; 78% of micro-entrepreneurs use the tool to promote products and facilitate service; and (surprisingly!) 50% of companies use the app in manual mode, without any governance over the data.

Despite the practicality of this resource, communicating through it without any control, supervision, and data storage strategy is highly risky for companies and users, as there is no way to check the compliance of company policies by employees, no way to verify the performance of attendants, and even less, to ensure the security of sensitive data exchanged in conversations via the app.

7 Tips to Improve Your WhatsApp Customer Service

Using WhatsApp is a point of no return. It has stopped being a trend and has become the current reality of the market; however, not all professionals on the front line of consumer relations are accustomed to communicating with the clarity, efficiency, and assertiveness needed.

To assist in the implementation of WhatsApp in the customer service sector, we have compiled some valuable tips for you to share with your team:

1. A company should communicate in a standardized manner. To do this, it is necessary to develop a complete script with the phrases that the attendant should  consider so that the speech is cordial and functional;

2. Discourage the use of slang, off-topic questions, and jokes; 

3. Test the script with the attendants to identify possible points for improvement;

4. Limit interactions to business hours;

5. Do not allow employees to share their personal contacts with clients to avoid inappropriate and unsupervised interactions;

6. Standardize processes. Create a manual with answers for possible customer inquiries;

7. Promote an occasional rotation of service among the company's departments so that everyone absorbs the necessary technical information to clarify any doubts.

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Secure Customer Service Against Fines and Penalties! 

When there is no control over the information exchanged on corporate WhatsApp, the consequences can be quite unpleasant, such as the payment of heavy fines by regulatory agencies and image crises with public opinion.

In the United States, eleven financial institutions were fined $549 million for the leakage of sensitive data through corporate WhatsApp, without any monitoring.

The absence of compliance policies in communication with third parties and failures in information security were the causes of the penalties imposed by the American Government, requiring heightened attention from organizations worldwide to prevent the same from happening to them.

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Corporate WhatsApp Monitoring: Stay informed about everything that happens.

Here in Brazil, there is already a specific solution to supervise the exchange of messages via corporate WhatsApp, in order to identify and prevent inappropriate conversations, violations of company policies, and the leakage of confidential data.

With the registration of words considered suspicious, Zapper identifies their presence in dialogues, which may indicate problems in communication and misconduct. 

This is a strong ally in contributing to increasing customers' trust in the company's service and the storage of personal data. It is also a decisive factor for organizations undergoing Due Diligence processes, increasing the value of the operation in the market.

The corporate world is moving towards greater professionalization, and Zapper is keeping pace with this movement, providing solutions for companies that wish to comply with these new practices and demands. Let's Go Together!

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