In the last few years, profiling pictured demanding, impatient, disloyal to the brand, independent customers.
At the age of digital economy, customers demand companies to be fast, experienced, and able to customize product offers. Customers are eager to connect with you, your company brand, and services; yet they look for a personalized touch” to what they ask for.
When customers feel a need must be met, it is important to establish a “closer” customer-company relationship and to demonstrate a special attention to their needs, offering support and prompt assistance on the spot because:
- it is a stress-free searching of information for the customer
- contents and values of the products are passed on clearly
- your brand is described in your own and effective words
Such strategies are more effective if they are implemented via WhatsApp, the most popular and used instant messaging. Customers are used to interact and to share info via WhatsApp.
Why the company-customer relationship grows into a better one with WhatsApp
The stronger is the synergy between what you offer and customer experience, the higher is the customer satisfaction and trust in your brand. This is what we name “closeness“, which is the priority ingredient to improve company-customer relationship.
Instant messaging channels facilitate this journey by enabling companies like yours to meet customer needs and to receive feedback in real time. You receive daily information about customer feelings, thoughts and emotions; you are able, then, to acquaint better with your audience and to adjust your offers and services promptly.
Customers prefer to text companies for assistance rather than to e-mail or to phone. They are more eager to place their order when they are offered this possibility. Likewise, customers do not appreciate to be put on hold or passed on to another operator, when on a phone call. Also, they want to be sure that their messages are red. (data source: WhatsApp).
Active listening for your business growth
Pingueen enable you to stand out from your competitors, because you can instantly solve the problems of your customers on the spot, where and how they need to get help.
The activation of a listening channel is an effective tool as anytime a customer reaches out for your company, you can offer the same relationship climate that you would create on site.
Pingueen support you to do even more, as you can manage each interaction in an organized and efficient way, you can collect useful information about each individual customer, and you can respond promptly even automatically.
Do you have a service company or are you a professional?
Invite your users to contact your company directly on WhatsApp or with a text messaging when they need to be in touch with you: they could just be informed about opening hours or about a specific service, or they may want to ask for a consultation or for sharing a document.
Thanks to the guided tours of the Pingueen platform, you can also plan and manage:
- a pre and post sales assistance service, with the use of predefined and automatic answers that are useful to process the customer query
- telephone or on-site appointments with reminders up to 1 hour before the meeting
- collection of feedbacks and reports on specific issues or one-way communications to share technical documentation
Pingueen encourages teamwork. If you opt for the PRO version you could also assign requests directly to your collaborators to ensure an efficient, prompt and tailored-to-needs response.
Loyal customers are your first asset, Pingueen supports you to keep them and to capitalize their value.