October, my people! There's no escaping it: the holiday season and surge in sales are on! So what have you been doing to prepare for this phase and boost your company's results, starting with the Black Friday on November 29?

Those who sell in physical or online stores know the importance of this date to kick off the shopping season and gauge consumer enthusiasm. It's time to enhance efforts to satisfy customers and ensure service quality, without losing timing. And all of this involves the proper use of WhatsApp.

Also read: Corporate WhatsApp: what it is and how to use it?

With over 2 billion users,  the WhatsApp is a direct and personal channel with a message open rate exceeding 90%, which is ideal for reaching and engaging customers quickly during Black Friday and the days leading up to Christmas.

Moreover, the app has become a “business partner,” as it has automated processes and acquired strategic functions. With it, the entrepreneur has gained a product catalog, a faster customer service, and now, with the right tool, is about to discover that WhatsApp can also provide business intelligence.

How to better leverage WhatsApp in retail?

Creating attractive campaigns and pricing products with competitive values are tactics that should compose the commercial strategy year-round and not just on Black Friday. Now is the time to add that plus to the customer relationship to encourage them to buy again before the year ends and in the following months, which tend to be weaker due to the summer holidays.

Also read: Online retail: how to manage multiple WhatsApp accounts?

Here are some strategic tips to reinforce with the team and enhance the service via WhatsApp:

• Schedule sending messages at strategic times to keep the customer engaged. Lunchtime and the end of the day usually get more attention from people, as they are taking a break from work or wrapping up their shifts;

  
  

• Integrate WhatsApp with other communication channels, such as SMS and RCS, to ensure the customer receives the message in their preferred channel;

  
  

• Offer exclusive coupons for those who access the direct link to the products and make a purchase. This creates a habit for the customer to rely on this communication channel;

  
  

  

• Invest in training for agents and provide guidance on the necessary care with third-party personal data, to avoid leaks;

• Invest in monitoring the conversations through the company's WhatsApp. This initiative will provide a real overview of campaign performance, staff quality of service, detect major consumer complaints and identify points for improvement in operations to correct them quickly.

Yes! It is now possible to supervise in real-time the interactions between retailers and customers through WhatsApp with total security and without invading privacy. Zapper is a Brazilian platform, a pioneer in Latin America that offers this and other solutions to enhance your communication.

Benefits of monitoring WhatsApp Customer Service

Assembling a work strategy, enabling campaigns, investing in training are actions that require a lot of effort and investment; therefore, they need to be constantly evaluated. Monitoring conversations exchanged with agents through WhatsApp is an excellent opportunity for the development of more personalized and assertive tactics.

Adopting this monitoring with Zapper is easy. The company provides a QR Code for each device or WhatsApp account to scan and install the platform.

Also read: WhatsApp in retail: increase your sales with smart monitoring

Absolutely all content from the dialogues, including image, audio, and video files, is captured and stored completely and indefinitely in the cloud, with exclusive access for the communication manager. This measure ensures information security and minimizes the chance of leaks of sensitive data from the company and third parties, as required by the General Data Protection Law.

The manager can also register keywords that indicate suspicious interactions, thus preventing misconduct, violations of company policies, illegalities, harassment of any kind, and even hate speech, bullying, or prejudice.

A notification is issued to the manager each time these words are mentioned in the conversations, and they can access the content and evaluate the context to take necessary actions immediately. This measure ensures the quality of service, protects employees, and avoids legal problems with customers, providing more reliability to the company.

And the icing on the cake among the benefits of monitoring WhatsApp with Zapper is the ability to extract insights from conversations to feed back into business strategies! Once the dialogues are captured and stored, the platform allows the creation of search parameters in the messages to generate accurate analytical reports.

Also read: Transform data into decisions with the help of WhatsApp

You will learn which times are most suitable for contacts, you will get to know your customers' profiles, you will evaluate the approach of your agents, you will become familiar with the products and services performing best, you will understand if logistical processes are working, and thus you will have certainty of customer satisfaction (or not).

There's still time to boost your WhatsApp to win over your clients this Black Friday and Christmas. Count on us for that!

Click here to schedule a demonstration of the tool.