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From the moment a customer visits your store, they begin asking themselves questions:
Where can I ask questions? How do I order? And if I have a problem, who should I call?
Here comes the important question: Does your store really need a WhatsApp number? Or is email sufficient?
In Saudi Arabia, WhatsApp has become a primary communication tool, but is it always the best option for stores?
1. What's the difference between WhatsApp and email in customer service?
* WhatsApp: Direct and immediate communication; customers feel like they're speaking to a real person.
* Email: More formal, suitable for long correspondence or legal matters.
But many customers don't check their email daily, while WhatsApp is open 24 hours a day.
2. When is WhatsApp important for your store?
* If you have products that need quick explanations or immediate assistance
* If your audience is young or elderly who prefer direct communication
* If you offer after-sales service or fast delivery
* If you operate during a busy season (Ramadan, Eid, Black Friday)
3. When is email or on-site text chat sufficient?
* If your orders are automated and don't require human intervention
* If your audience relies on email
* If you have a dedicated support team that responds to tickets or messages within a specific timeframe
4. Advantages of connecting WhatsApp to your store:
* You can add a "Contact Us on WhatsApp" button
* Your order or inquiry will be received directly
* You provide your customer with a quick channel to respond to their inquiries
* You can use WhatsApp Business and connect automatic responses, welcome messages, and FAQ responses
5. What are the disadvantages or risks of relying solely on WhatsApp?
* You may be overwhelmed by the support team
* You may receive contact at any time (even midnight)
* It's difficult to follow up on cases or keep organized records
* Privacy is sometimes less than email
That's why it's always best to strike a balance between channels. 6. The Best Solution: Have All Your Channels
* A clear WhatsApp number at the top or bottom of your store
* A dedicated email for support and correspondence
* Live chat on the website for quick responses
* A "Contact Us" page that brings all these channels together
In an environment like Saudi Arabia, WhatsApp is no longer an optional extra; it has become essential for customer convenience and quick response.
But this doesn't mean we should dispense with the other channels. Each channel has its own time and function.
The smart thing is to coordinate all communication channels together, providing an integrated, easy, and fast customer experience.
If you'd like us to integrate a direct WhatsApp button into your store with an attractive design, contact us at [Sahl] and always be close to your customers.
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