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Zo kun je Whatsapp succesvol inzetten voor je startup

Editorial team by Editorial team
August 24, 2015
in Guest Contributions, guestblog, How-to
Zo kun je Whatsapp succesvol inzetten voor je startup
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“Startups, maak jezelf bereikbaar. Laat klanten contact met je opnemen op de manier zoals zíj dat willen en gewend zijn. Maak de lijnen van communicatie korter en leer van je klanten.” Dat schrijft gastblogger Jasper van der Meij. 

Tweet

Een tijd geleden viel de volgende tweet van Bram Kanstein (community manager bij ProductHunt, red.) mij op:

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#Startup pro tip 172: Put a contact e-mail on your website (?)

— Bram Kanstein (@bramk) June 19, 2015

Hier moest ik direct ‘Ja, én je telefoonnummer’ aan toevoegen. Want als klanten met je in contact willen komen en dat niet op de manier kunnen doen zoals zij dat willen, is de kans groot dat ze afhaken. Met je marketing experimenteer je met verschillende kanalen (AdWords, Facebook Ads, print uitingen, etc.) en kijk je waar je de meeste conversie uithaalt. Waarom doe je dit dan niet met je contact mogelijkheden? Naast email en telefoon zijn mensen tegenwoordig gewend om op vele andere manieren te communiceren. Bijvoorbeeld via WhatsApp. Meer dan 10 miljoen Nederlanders gebruiken dit al voor, vooral hun privé, gesprekken.

WhatsApp voor Werk aan de Muur

Sinds kort biedt Werk aan de Muur, mijn startup waar je iets moois voor aan de muur kan kopen, advies via WhatsApp. Mensen sturen bijvoorbeeld een foto van hun woonkamer en geven aan waar ze naar op zoek zijn. Wij hangen met Photoshop werken op en laten zo direct zien wat er mogelijk is. En hier komen ook daadwerkelijk conversies uit.

Reacties positief

De reacties van klanten zijn zeer positief. Ze vinden het fijn en vooral snel werken. Het gemak waarmee afbeeldingen heen en weer gestuurd kunnen worden is voor ons ideaal. Contact met je klanten moet je niet alleen zien als klantenservice, maar ook als customer discovery tool. Door te praten met je klanten en leads leer je veel. Niet alleen wat de wensen zijn, maar ook wat de mindset is en welke termen men gebruikt. Deze termen kan je vervolgens weer gebruiken om je eigen communicatie nog duidelijker te maken.

Praktisch

Hoe richt je dit dan praktisch in? Voor WhatsApp heb je een mobiel telefoonnummer nodig. Wij hebben er voor gekozen om een SIM bij Simyo te bestellen en dit nummer te communiceren. Het is niet handig om alles vanaf de telefoon te doen. Op een Android telefoon kan je WhatsApp via je browser te gebruiken. De SIM hebben wij in een (ouder) Android toestel gestopt en op onze Macs gebruiken we ChitChat als interface naar WhatsApp web toe.

Afstemmen

Helaas kan de app maar op één Mac tegelijkertijd open staan. Dus als iemand anders met een klant bezig is, moet je dat even met elkaar afstemmen.

Volgend jaar WeChat?

Kortom, laat klanten met je in contact komen zoals zij dat willen. Nu is dat WhatsApp, maar volgend jaar is het misschien WeChat of Line. Houd nieuwe ontwikkelingen in de gaten, test ze voor jouw startup en experimenteer.

Jasper van der Meij is oprichter van Werk aan de Muur. Houdt niet van bullshit en wel van fotografie, kunst, startups, reizen en ’nieuwe dingen’. Volgt dagelijks Producthunt. Hij zou actiever moeten zijn op Twitter @jvdmeij. Zakelijk is Jasper bereikbaar op zijn LinkedIn account.

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Tags: customer serviceWerk aan de MuurWhatsApp
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