Respond.io COO Iaroslav Kudritskiy shares his insights on how WhatsApp conversations shape the customer experience and how to deliver an amazing experience. Let’s dive right in with real examples from the customer’s perspective on what makes or breaks an interaction. Poor vs. Great WhatsApp Customer Experiences We all interact with businesses through WhatsApp.
It is often the most convenient
way to ask about a product or service or to make an take telegram advertising service appointment. At best, an interaction with the customer through WhatsApp will provide them with the right answers and help them get what they wanted.
How a bad experience drives away customers Of course, this doesn’t always happen. Iaroslav Kudritskiy shares one of the main reasons why businesses fail to close deals on WhatsApp: “You’re actually becoming the blocker of the person who wants to buy.
Because after a person
sends you a message and you don’t reply for 3-4 hours and then you send them this blocking message, it actually turns them off.” No one likes to be kept waiting, and if you send them a long, impersonal to draw the path that each paragraph that doesn’t directly answer their question, their opinion of your company will drop even further.
With so many options availablez
you can’t afford to deliver a subpar experience. Another type of response from companies that turns off potential customers is long forms. At a recent event, Ashley Ong, founder of marketing consultancy Superanium, shared a personal example. When she wanted to make an appointment with the dentist, her first choice sent her a link to a form.
She looked for other options and found a nearby clinic where she could buy lead click directly to chat on WhatsApp and made an appointment straight away. That’s how important it is to be accessible to your clients.
