The Ultimate Guide to Automating Customer Service on WhatsApp with Polser

Explore how Polser revolutionizes customer service on WhatsApp with AI-driven features for efficient and personalized communication.

Robert James
· 7 min read
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WhatsApp is now a top customer service platform, with 2.95 billion active users and 175 million daily business messages. Polser is a new tool that helps businesses automate and improve their WhatsApp customer service. Here's what you need to know:

Key Polser features:

  • AI-powered response suggestions
  • Automatic translation for global chats
  • In-chat appointment booking
  • Voice message tools (text-to-voice and voice-to-text)
  • Quick answers from company documents

How to get started:

  1. Create a Polser account ($76.99/user/month)
  2. Set up WhatsApp Business API
  3. Connect your scheduling system
  4. Set up smart responses and train your team

Tips for success:

  • Mix automation with human touch
  • Use message rules for common questions
  • Track key metrics like response time and customer satisfaction
  • Regularly review and improve your automated responses

By using Polser, businesses can handle more chats, respond faster, and keep customers happy - all through WhatsApp.

How to Start Using Polser

Polser

Let's get you set up with Polser to supercharge your WhatsApp customer service. Here's what you need to know about its key features, how to set it up, and what to do once you're ready to roll.

Main Features and Uses

Polser isn't just another chatbot. It's your WhatsApp customer service on steroids. Here's what it can do:

  • Serve up smart response suggestions based on chat context
  • Let customers book appointments right in WhatsApp
  • Break language barriers with automatic translations
  • Turn text into voice messages and vice versa
  • Pull answers from your company docs in a snap

Setting Up Your Account

Ready to dive in? Here's how to get Polser up and running:

1. Create Your Polser Account

Head to polser.io and hit "Start Free Trial". Fill out your info, pick the Entrepreneur plan at $76.99/user/month, and you're in.

2. Set Up WhatsApp Business API

This is the big one. You'll need:

  • A Facebook Business Manager account
  • A fresh phone number (not linked to any WhatsApp account)
  • Your business docs (registration, tax info, address proof)

Then:

  • Add your number to the WhatsApp Business API
  • Verify it
  • Wait for Meta to give you the thumbs up (1-2 days)

3. Connect Your Scheduling System

Got a scheduling tool? Let's hook it up:

  • Find "Integrations" in your Polser dashboard
  • Pick your scheduling system
  • Connect and grant permissions

First Steps After Setup

You're all set! Now what? Here's how to hit the ground running:

  1. Set up some smart responses for FAQs
  2. Book a test appointment to check your WhatsApp reminders
  3. Show your team the ropes - both tech stuff and people skills
  4. If you've got global customers, turn on that auto-translation
  5. Feed your company docs into Polser's Quick Answer System
"Even though automation can significantly boost the efficiency of the customer communication process, one must understand that customers value authentic, human connections." - Axiom Sinchindia, Medium author

Key Tools for Customer Service

Polser's WhatsApp customer service toolkit is packed with features to help you respond faster and better. Let's check out the main tools:

Message Suggestions

The Smart Sidebar is a real time-saver. It looks at each chat and suggests text, images, videos, or files to use in your reply. You'll keep that personal touch while speeding things up big time.

Picture this: A customer asks about a product. Boom! The Smart Sidebar pops up with a product image and key features. You're sending a full answer in seconds.

Booking and Scheduling

No more ping-pong messaging to set up appointments. Polser puts scheduling right in your WhatsApp chats. A customer wants to book? Available time slots pop up. They pick one, and reminders are sent automatically.

It's smooth and saves time. Think about a hair salon using this. Customers see open slots, book, and get reminders - all in WhatsApp. Easy peasy.

Multiple Language Support

Language barriers? Not anymore. Polser translates on the fly. Your team can chat with customers in any language, no polyglots needed.

Imagine a Spanish-speaking customer messaging your English-speaking team. Polser translates in real-time. Conversation flows smoothly, no language skills required.

Voice Message Tools

Polser's got two cool voice features:

1. Voice to Text: Turns customer voice messages into text. Your team can quickly read and respond to audio messages.

2. Text to Voice: Changes your typed replies into voice notes. You can use pre-made voices or clone your own. It's like personal audio replies, but at scale.

These are great for customers who prefer talking or when typing's a hassle.

Quick Answer System

This is your team's secret weapon. It taps into your company docs, manuals, and guides to answer customer questions FAST.

When a customer asks something, Polser searches your knowledge base and suggests answers. Your support team can give accurate info without digging or escalating.

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Making Customer Service Better

You've set up Polser. Now let's boost your WhatsApp customer service with smart message rules and performance tracking.

Creating Message Rules

Polser's automation can speed up responses and make customers happier. Here's how to set it up:

1. Set Up Quick Replies

Quick Replies are pre-written answers for common questions. They save time and keep your responses consistent. Create replies for:

  • Product questions
  • Shipping info
  • Return policies
Pro tip: Add personal touches to Quick Replies. Use placeholders for customer names or order numbers. It makes automated responses feel more human.

2. Create Automatic Greetings

First impressions count. Set up a friendly welcome message. For example:

"Hey there! Thanks for reaching out to [Your Company]. How can we help?"

3. Implement Away Messages

Let customers know when you're not available. For instance:

"Thanks for your message. We're away right now but we'll get back to you within 24 hours. For urgent issues, call [emergency number]."

4. Use Keyword Triggers

Set up auto-responses based on specific words in customer messages. This can direct questions to the right team or give instant answers to FAQs.

If a customer says "refund", Polser can automatically send your refund policy and flag the conversation for your support team.

5. Integrate Your Knowledge Base

Link Polser to your company docs. This lets the system pull relevant info and suggest answers to customer questions automatically.

Checking Results

To make sure your automated service is working well, you need to measure it regularly. Here's how:

1. Track Key Metrics

Focus on these important customer service metrics:

  • First Response Time (FRT): Try to respond within 5 minutes for best results.
  • Average Resolution Time: Check how long it takes to fully solve customer issues.
  • Customer Satisfaction Score (CSAT): Ask customers regularly how happy they are with your service.

2. Analyze Message Statistics

Use Polser's built-in analytics to track:

  • Number of messages sent, delivered, and read
  • Most common customer questions
  • Busiest times for customer chats

This data helps you improve your automated responses and use your resources better.

3. Review Conversation Transcripts

Regularly read customer conversations to find:

  • Where automation is working well
  • When human help was needed
  • Ways to improve your automated responses

4. Gather Customer Feedback

Don't just look at numbers. Ask customers directly about their experience. Try:

  • Short surveys after each chat
  • Email questionnaires now and then
  • Social media polls

5. Monitor Your Net Promoter Score (NPS)

NPS shows how loyal your customers are. It can tell you how your automated service affects customer relationships over time.

Tips for Better Automation

Polser's WhatsApp automation can supercharge your customer service. But how do you keep it human? Let's dive into some smart ways to use Polser's features without losing that personal touch.

Mixing Automation with Personal Service

It's all about knowing when to let the bot do its thing and when to bring in the humans. Here's the game plan:

Use chatbots to sort out initial questions. They can gather basic info and figure out where to send the customer next.

Set up clear signals for when a human needs to step in. If a customer says "I want to talk to a person" or if the chat goes in circles, it's time for a human touch.

Make those automated responses feel personal. Use Polser's Smart Sidebar to suggest responses based on what you know about the customer and what they're talking about.

Try a tag-team approach. Let bots handle the easy stuff and gather info, then smoothly hand over to a human for the trickier bits.

"Think of it like a relay race. The bot runs the first leg, gathering info and handling simple stuff. Then it passes the baton to a human for the complex final stretch."

Keep learning and tweaking. Regularly check your chat logs and what customers are saying to spot where you can improve your automation or where humans need to step in more often.

Handling Difficult Situations

Even with great automation, you'll hit some bumps. Here's how to use Polser when things get tricky:

Set up Polser to catch urgent issues fast. Use keyword triggers to flag and bump up important problems to your top support folks.

Put some heart into your automated messages. When you're dealing with touchy subjects, a little empathy goes a long way. For example:

"I get it, this is frustrating. I'm connecting you with one of our senior support pros who'll help you out personally."

Use all the tools in your belt. For complex issues, use Polser to switch the chat to a voice or video call right in WhatsApp.

Follow up like a pro. After sorting out a tough situation, set up Polser to send a check-in message later. See if the customer's happy and offer more help if needed.

Try voice messages for sensitive stuff. Use Polser's voice message feature to add a personal, empathetic touch to automated responses when things are delicate.

Wrap-up

WhatsApp has become a customer service powerhouse. With 175 million messages sent to businesses daily, it's clear that customers love this platform. Enter Polser: a tool that's changing the game for companies using WhatsApp.

Here's what Polser brings to the table:

  1. Smart Responses: AI-powered suggestions help you reply fast and accurately. It's like having a super-smart assistant at your fingertips.
  2. Speak Any Language: Chat with customers worldwide without getting lost in translation. Polser's got your back with automatic translations.
  3. Book It: Schedule appointments right in the chat. No more back-and-forth emails. Plus, Polser sends reminders automatically.
  4. Voice Magic: Turn text into voice messages (and vice versa) at scale. It's like being everywhere at once.
  5. Instant Answers: Polser pulls info from your company docs to answer customer questions on the spot. No more "let me check and get back to you."

But does it work? Just ask Zellbury. This Pakistani fashion brand saw their customer satisfaction skyrocket to 87% after using AI tools with WhatsApp Business API. Oh, and their agents? They're handling 75% more chats now.

Here's the key: mix automation with human touch. As Axiom Sinchindia writes on Medium:

"Even though automation can significantly boost the efficiency of the customer communication process, one must understand that customers value authentic, human connections."

In other words: use Polser to be faster and smarter, but don't forget the human element. That's the sweet spot for amazing customer service on WhatsApp.

Written by Robert James