Increasing customer traffic has become crucial. However, many businesses fall into the trap of believing that more traffic is always better. Despite successfully attracting a large number of new customers, these customers often have low purchase intentions, and the ultimate conversion rates do not meet desired levels. Businesses face two major challenges in this context.
Firstly, there is the issue of how to evenly distribute customer conversations across service agents to ensure timely responses for each customer. Secondly, it is essential to maintain consistent quality in conversations across different agents to build strong customer relationships.
To meet these needs, businesses must innovate and adjust their strategies, and WhatsApp has emerged as a key direct communication tool. As businesses grow, the free WhatsApp Business account often falls short of meeting their needs, pushing many to consider upgrading to the WhatsApp API for more flexible management of customer interactions and increased engagement.
Key Issue: The central issue is identifying the best strategy to handle these challenges, and automating customer segmentation might just be the solution.
More reading: Effective Customer Management with WhatsApp Tagging
What is WhatsApp API’s Automated Segmentation Feature?
Traditional manual segmentation struggles to promptly assign customers to the most suitable team member for response, often resulting in extended wait times. VIMOS’s automated processes fully address this issue faced by small to medium businesses by incorporating intelligent automated segmentation functions, thus reducing administrative burdens and enhancing team efficiency.
Benefits of Using Automated Segmentation
- Enhanced Customer Experience:
A quality customer experience is key to maintaining loyalty. Personalized attention makes customers feel valued, strengthening their connection with the business and improving overall satisfaction. For instance, automated segmentation ensures that each customer quickly connects with the right professional, such as a dermatologist, enhancing respect and attention to their needs.
- Assured Quality of Service:
Automated segmentation allows conversations to be assigned to team members with relevant expertise. For loyal or VIP customers, this ensures they receive special attention, fostering closer relationships. For example, customers with dermatological concerns are directed to professional dermatologists, ensuring accurate and thorough responses.
- Increased Work Efficiency:
Addressing customer queries regarding specific topics like real estate transactions promptly through automated segmentation saves time and resources, significantly boosting efficiency. For instance, legal queries are directed to specialists in property law, providing immediate and accurate responses.
- Effective Customer Management:
Automated segmentation is a key tool for managing customer data, ensuring targeted support and service, and enabling businesses to better manage various customer types and follow-up proactively. For example, queries from students or parents are directed to specialist educators familiar with their background.
Setting Up Automated Customer Segmentation:
- Communication Channels and Chat Status:
Begin by selecting the chat channels and statuses applicable to the rule, such as WhatsApp API, Facebook Inbox, Instagram, etc.
- Quality Assurance Through Trigger Keywords:
Direct conversation flows by setting trigger keywords that when entered by customers, prompt the system to automatically assign the chat to team members skilled in handling those specific issues. For example, a beauty salon might set triggers for “hair removal” or “consultation,” activating automated segmentation upon mention.
- Enhancing Efficiency:
VIMOS’s WhatsApp API can dispatch conversations based on different triggered queries and button selections to the appropriate team members. This means your team can respond more effectively based on their expertise or product knowledge, ensuring customers receive precise answers quickly, enhancing satisfaction and trust.
By utilizing automated segmentation, not only can you ensure immediate, personalized service for each customer, but you can also significantly improve your operational efficiency. VIMOS’s innovative feature will help you enhance customer interactions and further drive business growth.
Further Reading:
- What is WhatsApp CRM? Understanding Customer Relationship Management for Small Businesses via WhatsApp
- 5 Simple Steps to Boost Your Marketing and Sales with a WhatsApp CRM System
VIMOS offers a powerful, one-stop sales and marketing platform that enables you to build closer and more effective relationships with your customers, enhancing your online business performance and competitiveness. For more information on the WhatsApp API, feel free to contact VIMOS!
