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How to Use WhatsApp Business for Service Automation

The process of refunding or replacing a product is an inherently sensitive situation that can quickly turn into a source of tension or frustration for customers and businesses alike. Let's face it, when we as consumers are looking for a refund or replacement of a product that we’re unsatisfied with, the idea of having to scroll through lengthy pages of information that may or may not be relevant to what we need to know doesn't exactly fill us with joy; nor does the idea of spending extended lengths of time on hold with customer service.

This is where an FAQ chatbot can come in and make a world of difference to your eCommerce business operations, turning a potentially unpleasant back-and-forth exchange of phone calls or emails from unhappy customers into a simple, automated process. By doing so, business owners can make the return or replacement experience both smooth and efficient for the customer, while also obtaining key information about why the person is unsatisfied with the product in the first place.

All of this inevitably results in improved business practices and happier customers. In fact, research has shown that 68% of adults are more likely to buy from a business that they can message directly. That's why brands are constantly looking for new ways to improve dialogue and overall communication with customers by using social messaging platforms and technology such as chatbots and virtual assistants.

Reduce Workload and Automate Communication with WhatsApp Business

It's not just customer satisfaction where this automated service tool comes in handy; it's also a fantastic way to make the best use of your time as a business.

Instead of dedicating their time to more important things, businesses can often get bogged down answering the same questions again and again. This is more than just mundane and repetitive; it's also incredibly time-consuming. Think about it: how much of your customer service operation revolves around processing refunds and answering questions about product replacement that you've dealt with a million times before?

Via the use of a WhatsApp chatbot, you can program completely automated responses to the most common questions related to refunds and replacements, seamlessly integrating these interactions into your customer relationship management system to create a quick, efficient, and hassle-free experience for you and the people who make your business tick.

Imagine, for example, that a customer has a particular problem with the size of jeans that they’ve bought. They may simply be looking to return the product with a full refund; or they could be looking for the same kind of jeans in a different size. In either case, your chatbot will be able to offer them a solution to suit their needs.

whatsapp service-automation faq

So, using a chatbot to manage and automate the refund and replacement process saves you and your customers a considerable amount of time, and they in turn will feel satisfied given that their issue has been dealt with quickly and easily.

Of course, not all questions can be answered via chatbot, and in some cases, the best option is to speak to someone in person. If this is the case, give customers the option of asking to be handed over to a live member of staff who can help them with their queries. The key here is to optimise your customer service operations, and WhatsApp Business provides you with the perfect springboard in order to help you do just that.

Get Started With WhatsApp Business for Refund and Replacement

At CM.com, we can help you design a FAQ WhatsApp chatbot that will give your customers the answers they're looking for in real-time on a platform that they're familiar with. You'll be offering the customer simple, clear, and timely responses that will leave them feeling satisfied with the information they've received.

Automate refunds and replacements via WhatsApp

Schedule demo More WhatsApp use cases

Automate refunds and replacements via WhatsApp

Schedule demo More WhatsApp use cases
Kristian Verhoef
Kristian Verhoef,
Product Marketer

Is Product Marketer for Customer Service and loves to make complex information simple and easy to understand. He focuses on understanding customers’ needs and behaviors to ensure our story and solutions match in the best way possible.

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