When you look for information about a product or service, what platform do you use? Phone, WhatsApp, Messenger or email. A survey conducted by OTRS Spotlight indicates that Mexicans are betting on WhatsApp to communicate with the company.
Although it is the preferred channel for 60% of customers, the use of the platform by customer service teams is lower, coming in third place, after email and telephone.
Although contact through the messaging tool for inquiries has increased, only 26% of customer service centers receives most requests for problems through this channel, in fact, email and telephone are the means most used by companies to provide solutions to consumers who have problems.
In Mexico the email is used by 71% of support staff to the customer, while only 22% of customers use it more frequently to communicate with companies, likewise, 75% of support teams in the country can be contacted by phone by customers, which they prefer to do just 24% of cases.
Benefits for companies
In treble agreement, WhatsApp allows the business to have extended service hours so as not to lose potential customer prospects and the possibility of converse with a massive user base in a warm and close way to sell more in less time, since an environment of trust is created.
Such is the impact of the platform that has more than 2,000 million users worldwide. “Which makes it an ideal space for brands to connect with new users in an agile way and without much paperwork”, commented Felipe Otalora, co-founder and President of treble.
“These tools that WhatsApp has introduced are useful for streamlining and automating sales. To be able to show the products through a catalog, send mass notifications, carry out transactionssending surveys to learn about the customer experience and even recovering abandoned ‘shopping carts’, these are some of the great benefits offered by conversational marketing powered by a messaging platform”, Otalora specified.
Self-service tools increase user satisfaction
Self-service tools that allow customers to make online orders or appointments by themselves they increase user satisfaction, such is the case that 77% of those surveyed by OTRS worldwide say they use these services.
“Self-service tools have a positive impact on both sides: customers can get the information and services they need by themselves at any time they want, without the need to wait, while customer service can spend customers more time to attend to other requests or solve more complex problems.”
These advantages are notable, since 7 out of 10 companies in Mexico recognize the vadded value of self-service tools and they use them. Although there is still a long way to go compared to other countries in the region, since 89% of customers and customer service teams in Brazil are already benefiting from the use of such tools.
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