StartupTalky

Tag: building customer trust

  • WhatsApp Marketing: The New Way to Reach Your Customers

    This article is contributed by Sumit Gupta, Founder – Whizard API (Whatsapp Business Solutions).

    The meager mention of social media marketing rings the bell of the names of our preferred apps. However, in this era of instant messaging, what often goes unnoticed is that WhatsApp can be an equally beneficial marketing platform. As per Statista, with a global monthly user base of 2 billion, WhatsApp is one of the most popular instant messaging apps outranking Facebook, Instagram, and WeChat. This is one of the major reasons why WhatsApp marketing is gradually gaining prominence amongst businesses as an innovative route to reach their customers!

    WhatsApp Marketing: The new fad

    Customers across age groups prefer chatting over voice calls especially for connecting with businesses and their query resolution.  According to a joint study conducted by Nielsen with a leading conversation media marketing platform, young Indian customers specifically prefer chatting over audio and video calling. Half of the respondents (50%) surveyed shared that chatting over messaging apps is easy and fun to communicate. As per Outgrow’s survey, 69% of consumers at the global level prefer chatbots because they provide quick and simple responses to their queries. 56% of users prefer chatbots for query resolution rather than calling customer support.

    As per industry estimates, the engagement rate of WhatsApp is over 70% and an open rate of approximately 97-99%. These stats are indicative of the fact that WhatsApp is the most widely used and preferred messaging platform amongst customers. They trust brands with chat apps and chatbots all the more and would be inclined towards purchasing from the brands that reach them via chats. Businesses are thus considering WhatsApp Marketing via the assistance of WhatsApp chatbots as the new-age marketing strategy for promoting their offerings as well as for seamless and effective communication with their customer base.

    Benefits of WhatsApp Marketing for businesses

    Tapping customers across geographies

    Whatsapp Marketing for Tapping Customers Across Geographies
    Whatsapp Marketing for Tapping Customers Across Geographies

    The concept of WhatsApp Marketing works with a chat marketing principle and a customer-centric strategy. It helps businesses to scale their venture and have a robust digital presence thereby empowering them to connect seamlessly with their customers spread across urban as well as rural areas. To ensure this, they are adopting multilingual WhatsApp chatbots that enable ease of communication and allow businesses to reach linguistically and culturally diverse target audiences effectively.

    Customer-centric approach

    For businesses, ‘the customer is the king’. WhatsApp Marketing works with a customer-centric approach and helps businesses take decisions and operate keeping their preferences, demands, and behaviors into consideration. Contrary to the notion that WhatsApp Marketing is intrusive, it is in fact one of the best permission-based marketing channels where customers possess the power to share the contact number or refuse the offer!

    Personalized experiences

    The messaging app provides a plethora of opportunities for the personalization of messaging experiences.  The WhatsApp chatbots offer personalized experiences to the customers by capturing data and offering smooth automated conversations. This ensures that the customers are satisfied, happy and engaged. This also allows businesses to expand their customer reach and enjoy a competitive edge in the market.

    Fostering valuable relationships with customers

    Leveraging the power of WhatsApp chatbots, WhatsApp Marketing helps build deeper connections with the customer base. The valuable connections with the customers eventually help reduce operational costs for businesses since customer retention is perceived to be financially feasible as compared to acquisition.

    A diverse set of features

    The app comes with a diverse set of features. WhatsApp broadcast and group allowing businesses to share a variety of content including brochures, catalogs, and videos to 256 people at once, status sharing along with audio and video calling; all of these features can be leveraged to reach out to the existing customer base as well as tap the potential customers. WhatsApp Business API’s integration with chatbots is also being used for facilitating effective customer interaction with their automation, speech recognition, and image recognition features.

    The bots manage multiple customer queries in real-time and allow live interaction experiences to the customers helping in instant resolution of their queries. They allow seamless online payments as well by facilitating integrations with third-party payment gateways.

    The transition from notification-based to conversation-based model

    WhatsApp will soon be transitioning from a notification-based model to a conversation-based pricing model and will also be introducing new features. These innovations will further help in fostering meaningful conversations between businesses and customers.

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    Conclusion

    On the whole, it would be appropriate to say that WhatsApp Marketing allows businesses to offer superior customer experiences. This further paves the way for customer satisfaction and loyalty. Once the customers are engaged and happy, they tend to stick around for long. This customer satisfaction and retention eventually carve the path for greater conversions and boosted sales.

    Businesses, in order to have a competitive edge, need to adopt new-age marketing strategies. WhatsApp is popular amongst the customers and is preferred for communication with brands and query resolution. With the right tools in place, the marketing capabilities of the most popular instant messaging app can be enhanced significantly. Due to the growing prominence of the messaging app, WhatsApp Marketing is thus emerging to be the ideal solution for businesses to connect and engage with their customers!

  • Top 10 Ways to Build Customer Trust in Online Business

    In family or in business, every successful relationship involves trust. Trust determines the progress that we make in life. People can lose trust in you as a result of you being negative, self-centered, selfish or even ungrateful. In our daily life, trustworthiness is always evaluated. It increases our credibility. Nowadays every business wants to go digital as it is quicker, more efficient and hassle-free than doing offline business. Doing business online means you are dealing with people you don’t know and have never met before. Therefore, creating a climate of trust with your clients is very crucial to make your online business grow. So, if you are into online business or are planning to foray into the same, here are a few tips that will help you to earn customer trust.

    10 Ways to Build Customer Trust
    FAQ’s
    Conclusion

    10 Ways to Build Customer Trust

    1. Be clear

    Being straightforward in your business is what will determine its growth. Customers get irritated when they realize you are not transparent with your service or product. For example, they might like the product and in the process they realize later there are some hidden costs in it. Be clear with the terms and conditions, pricing and discounts if any. Credibility is easily lost when you keep fishy deals.

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    2. Timely response to client’s problems

    No one is perfect in this world. And we all know customer relationship is very vital. Products we sell sometimes are faulty even right from the company perspective. Be honest and respond to your client’s problems on time. Sometimes it becomes scary when a customer buys a product and realizes they cannot find you or cannot be assisted in any way.

    3. Video charting

    Online selling involves dealing with clients around the world. We need to invest in technology where for example videos with customers can be recorded. This will create a platform to attend to customer’s queries and also engage other viewers. In the process of interacting, this could be a way of selling your personality and also such videos with customers will build the credibility of your brand among new and potential customers.

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    StartupTalkyRishabh Rathi

    4. Create room for teleconferences

    Sometimes we tend to lose focus when we look at the cost of something before doing a cost-benefit analysis. Create dates for questions and answer sessions and let your clients participate. Customers should have an avenue to share with you the pros and cons of your product. This will also help you to improve the quality as per their preference.

    5. Remain positive when corrected

    We all make mistakes. Sometimes you might publish information that has small mistakes like spelling or others. When customers try to correct you, don’t cover-up. Admit, make necessary changes and move on.

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    6. Add and implement testimonials

    In order to keep trust online, testimonials are one of the key things you should put in place. Ask for consent from customers and include them on the page. Readers will be able to access it. People want to be sure you have worked with other people. Especially B2B companies gain a lot of credibility as a result of this.

    7. Business rating

    Involve your business in relevant rating groups. This assures customers that your goods meet the minimum standards and are valid and recommendable to use. With business rating, consumers can do marketing for you and get valid feedback. This brings a better understanding of how best you can serve your customers.

    StartupTalky User Rating

    8. Document a case study

    It is very important to carry out an intensive analysis of a product. A case study captures the reality of the product. This will give the clients a picture of how a product helped someone before and how could currently help them. It can also promote ideas and innovation.

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    9. Post credentials

    Clients would always like to hear if the product they want to use is legally accepted or is insured. Customers also want to know if you are a registered member of any organization/body. This convinces them that your product is right trusted and regulated.

    10. Publicity

    Without looking at the expense side, you need to get your business to media sources. People highly trust materials publicized. The more people hear about your brand or see your brand, the more they trust in your brand.

    Customer Acquisition Cost By Industry
    I’m sure you know that your customer acquisition[https://startuptalky.com/tag/acquisition/]cost (CAC) is the price you pay to convert alead into a customer. And for most companies, that’s a pretty huge expense.According to a 2017 CMO survey, businesses [https://startuptalky.com/tag/business/…
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    FAQ’s

    What is consumer trust?

    The trust between a consumer and a brand is just as important as any other relationship.

    How do you gain customer trust?

    These are some ways you can build customer trust & loyalty

    • Offer Excellent Customer Service.
    • Publish Customer Reviews and Testimonials.
    • Be Transparent.
    • Ask for Feedback.
    • Create a Loyalty Program.
    • Always Put Your Customers First.

    How do brands build trust?

    Your brand trust relies on what you say to your customers, how you say it, and how you prioritize their needs.

    How is brand trust measured?

    Brand trust can also be measured by analyzing social media content, by tracking consumer habits, and through internal organizational tracking.

    Conclusion

    In this online world, we interact with people from various backgrounds and diverse cultures. Hence it is important to remove unnecessary fear and suspicion to earn faith from customers, and the above-listed steps will surely help you in doing so. Know about some other great ways to build customer trust? We will love to hear from you in the comments below!