Interested in learning about the best chatbots For WhatsApp? Much like relationships between people, business and customer relationships evolve in several stages. People start off as strangers, graduate to acquaintances, then enter the casual friendship phase, and finally the good friend stage. In the business world, the way brands develop relationships with customers follows the same outline. The marketing funnel shows the way the customer and business relationship evolves. It starts off with brand awareness, where customers learn of a brand’s existence.
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It then goes on to the consideration stage, where customers realize they have a need which a brand is capable of solving. In this stage, trust is solidified through marketing strategies such as testimonials and case studies. Lastly, at the bottom of the funnel, customers learn more specifics about a brand’s features to strengthen their confidence in its effectiveness. As customers go on to purchase and successfully apply a company’s solution towards their problem, the foundation for trust and loyalty develops.
For companies, capturing customers’ trust and loyalty is essential because it means that customers view a company as a source of authority. When a customer finds themselves with a new need, there already exists a foundation of trust and loyalty to a certain brand. One of the most lucrative benefits stemming from customer loyalty is the impact that it has on a company’s bottom line. It can lead to a reduction in new custom acquisition and increase a company’s ROI from sales and marketing.
Once a customer reaches the loyalty stage, businesses can reap the benefits. However, it usually isn’t until the end of the cycle and after purchase that any significant amount of trust and loyalty is established because it usually takes time for such a mindset to develop.
The current fast-paced environment doesn’t align with such a customer cycle. Marketing efforts aim to engage prospective customers even before they know they want to make a purchase. Establishing trust early on in the relationship helps businesses stay 10 steps ahead. The question is, how can a brand secure trust and loyalty earlier in the customer sales cycle?
Chatbot and WhatsApp advantages
Chatbots and WhatsApp are two forms of communication that customers have come to prefer over the more traditional voice route. Both provide the convenience, privacy, and speed that customers in today’s busy environment seek. These messaging tools can help companies build customer trust and loyalty. Communicating with customers via WhatsApp or chatbots helps elevate the customer experience in several ways. For example, both tools provide ample opportunity for personalization. By using features such as dynamic fields and messaging templates, companies can send out mass messages that address each recipient by name. Or, when a customer initiates a conversation, customer service reps are free to personalize the interaction.
Messaging can also provide numerous self-service options. Pre-written question and answer workflows can be integrated into WhatsApp or chatbots. Customers are assured that they can receive help at any time. One of the top benefits are fast responses. Instead of waiting on hold over the phone, customers can engage with customer service reps through their messaging platform and receive quick responses.
Digital messaging provides a faster route to earning customer trust and loyalty
The business relationship cycle generally takes time. For example, brand awareness may involve several attempts at reaching target audiences. The consideration stage involves re-marketing to those that engaged in the first stage. This could look like an email follow up or phone call. The final stage is where companies tailor their approach according to the customers’ needs, and trust begins to develop. Prospects won’t fully establish trust and loyalty until after the successful application of a brand’s solution and proven consistency. Messaging with WhatsApp or chatbots changes the dynamics of this cycle. It involves consistent and highly personalized touchpoints from the very beginning. Below is a breakdown of how WhatsApp and Chatbots can help engage customers much earlier in the sales cycle.
Brand Awareness and Discovery
A customer-first approach means that the needs of the customer are the starting point, which involves significant personalization. Early messaging attempts ensure opt-in and provide customers with a low-pressure way to get their questions answered in the first stage.
Evaluation and Consideration
Messaging in this stage involves solutions tailored specifically to their needs and browsing behavior. This helps prospects develop a sense of trust and reliability.
Action and Purchase
When it’s time to make a purchase, messaging can be a helpful way to deliver follow-up questions and care. Self-service options via messaging provide convenience and strengthen a customer’s level of trust.
After the Sale
Post-sale messaging is a great way to thank customers for their purchase, and show appreciation for their business. Messaging after the sale is a smart way to record customer feedback, and shows that a company values their customers’ opinions.
Engaging with customers early and throughout the sales journey helps build a solid foundation of loyalty and trust that helps set businesses up for success. Gathering feedback via messaging early in the sales cycle helps improve the process in the future by helping drive better business decisions.