Whatsapp Business

[ashwilts]

My business is a small motorcycle garage offering workshop services to motorbike owners.

We are often asked to communicate with customers by text message and in the past have always guided our customers to phone, email or message through facebook. I have historically tried to limit the number of communication channels so that they are all monitored sufficiently and have specifically avoided text services to limit comms to work hours.
As the business grows we are finding that we are getting asked for a text service more often.
We use a CRM that allows outbound (only) communication for around 8p/ message however it does not facilitate replies.
My customer/service manager has approached me about utilising Whatsapp for small business as it will allow us to communicate bi-directionally and allow a service comparable to text messages that most people are used to.

I have never really considered using Whatsapp as a business tool, has anyone else and what were your experiences? Is it really free? Is the desktop version simple to use? I don't think it can be integrated into our CRM, but with a little effort it can appear to the customer to be.

 

[Darren_Ssc]

I have historically tried to limit the number of communication channels ...

Whatsapp would be yet another one, with its own problems and - believe it or not - is not used by as many people in the UK as you may think?

As the business grows we are finding that we are getting asked for a text service more often.
We use a CRM that allows outbound (only) communication for around 8p/ message however it does not facilitate replies.

Your customers are asking for text, it's almost universally adopted too.

 

[ashwilts]

I'm all for limiting routes of communication to keep on top of it, but some sort of txt based service would be useful as appointment reminders, follow ups on quotes and promos where suitable and customer approved.
I think it's a sign of the times that text is becoming more prevalent, it's just a minefield which service to use.
The 8p charge on our existing CRM could get costly when scaled for every customer so the free aspect is appealing too

 

[Darren_Ssc]

I'm all for limiting routes of communication to keep on top of it, but some sort of txt based service would be useful as appointment reminders,

So you want a txt based service which isn't txt, is used by almost everyone and is also free?

Whatsapp is a free service but isn't so universally adopted that you can rely upon it solely. The desktop app, btw, is basically a screencast from the phone - it isn't a business standard solution.

 

[webgeek]

The 8p charge on our existing CRM could get costly when scaled for every customer so the free aspect is appealing too

If an 8p text is being used to remind someone for their MOT, annual service or other paid work, then it's insignificant - especially if it's an automated tool that doesn't require your intervention.

If an 8p text is being used to update a customer that they need to come in and pick up their vehicle (and pay their bill), then again, it's an insignificant expense.

If you need to send every paying customer 12 text messages for every bit of work you do, your overhead is under £1.00 per paid job. For the amount of satisfaction and trust it conveys, that's one of the best £0.96's you'll ever spend.

99.9% of customers and prospects will have a phone with call and text capability. You can't say that about Facetime, Facebook Messengers, Whatsapp, Skype or anything else (other than a posted letter which costs orders of magnitude more after you've paid postage, printing, envelopes, time).

 

[Forgot password]

Just add 8p to the price of every job. Simples.

 

[Root 66 Woodshop]

Utilising Whatsapp would really only be of a beneficial to you for allowing customers to send you images of their issues... I know of a few Lockies who use Whatsapp purely to allow images to be sent of people's doors, so that they can ID the locks or keys, ID the issue before they arrive at the property before they get stuck in... To be honest, it does help to a degree but to send texts... stick with what you're doing and as above... add the 8p to the job.

 

[tony84]

We occasionally use Whatsapp, it is a good (and secure) way of sending information as it is encrypted from sender to receiver.

But at 8p a message, if there is no valid reason for it, it seems a bit of an expensive way of communicating for the sake of it when you can do email for free.

 

[Root 66 Woodshop]

To be honest though... you've got to spend money to accumulate money...

add up all those that have asked for the service... x 8p whats it come too?

 

[Darren_Ssc]

But at 8p a message, if there is no valid reason for it, it seems a bit of an expensive way of communicating for the sake of it when you can do email for free.

Not everyone has access to their email 24/7 though.

I think what's really going on here is that his manager has come up with a bright idea to save xxx amount a year on texts and it sounds good in that context. In reality, people appreciate text reminders and such; so 8p is cheap, and if he's that desperate to save a few quid then he can find a cheaper package?

 

[bodgitt&scarperLTD]

Why not just give the receptionist a basic phone to text people on? Mechanic can borrow it to send customer photos of a job needing extra work for example, then receptionist (who is responsible for it) takes it back and monitors it.