Whatsapp: Will it add clients to your business and keep them happy?

Recently my clients have found WhatsApp. 

Well, not recently, more like 2-3 years ago. This is a fantastic tool as it allows direct communication in real-time. Practice caution, however, because Whatsapp can also be a very dangerous tool in the wrong hands or when using incorrect business practices. 

When a client knows you have Whatsapp and contacts you on it, they will expect an immediate response once the message tick shows their communication has been read. A double tick or blue tick means they know you have viewed their message, and they will judge you and your business on how fast you reply once you’ve read the message – you can’t ignore it. You have to reply. A customer can see when you’re online and ignoring their message, and this will cause problems for you once the clock is ticking for a reply.

I know a client who had their customer service reputation ruined by Whatsapp. They tried using WhatsApp to contact friends and family too; when they were off work, they avoided using Whatsapp because it meant more ‘urgent’ work and more stress. 

Rather than them enjoying being on WhatsApp like it used to be back in the days before business took it over, the business owner began hating it. They realised the app wasn’t helping them manage their work more efficiently, but rather it was dictating an extended work schedule!

Whatsapp is definitely an all or nothing work-related tool. Either remove it entirely from your customer contacts, or add a simple message with the hours you will be available on it.

Did you know that there’s a way to remove the blue tick from Whatsapp?

It’s recommended you do this now! Remove the blue tick information from your Whatsapp. If you find the app still eating into your work hours, make it a rule to only check the app twice a day: morning and night. 

This way, the clients will learn that using the contact form email is much better form of communication, because they get faster results this way.