{"id":4490,"date":"2025-03-19T18:13:58","date_gmt":"2025-03-19T21:13:58","guid":{"rendered":"https:\/\/matrixgo.ai\/crie-jornada-suporte-cliente-whatsapp\/"},"modified":"2025-03-19T18:13:58","modified_gmt":"2025-03-19T21:13:58","slug":"crie-jornada-suporte-cliente-whatsapp","status":"publish","type":"post","link":"https:\/\/matrixgo.ai\/en\/crie-jornada-suporte-cliente-whatsapp\/","title":{"rendered":"Create a Customer Support Journey on WhatsApp"},"content":{"rendered":"<p class=\"wp-block-paragraph\">Normal your <strong>customer has any questions<\/strong> or <strong>need help<\/strong> and turn to you in one of the <strong>your service channels<\/strong>. The <strong>WhatsApp<\/strong>, therefore, is one of the <strong>customers&#039; preferred channels<\/strong> when seeking help \u2013 this is because the application is widely used in the Brazilian market, easy to use and basically every business nowadays already has its number on WhatsApp.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">In fact, <strong>your customer can chat directly with a customer service agent<\/strong> there or be served efficiently by one<strong> Chatbot<\/strong>.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">What we want to demonstrate here is a <strong>an even more dynamic and interactive way to create a customer support flow through WhatsApp Flows<\/strong>.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">With the\u00a0<strong>WhatsApp Flows<\/strong>, you can\u00a0<strong>provide automated services within the application<\/strong>. It allows companies to obtain a\u00a0<strong>better performance by creating more integrated and personalized experiences<\/strong>\u00a0on WhatsApp.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u2014\u2014\u2014\u2014\u2014\u2014\u2014\u2014\u2014\u2014\u2014\u2014\u2014\u2014\u2014\u2014\u2014\u2014\u2014\u2014\u2014\u2014\u2014\u2014<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>WhatsApp Flows and Customer Support<\/strong><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">First of all, it is important to say that the\u00a0<strong>WhatsApp Flows<\/strong>\u00a0is a unique feature of <strong>WhatsApp Business<\/strong>, accessible on your\u00a0<strong>WhatsApp Manager<\/strong>. It is necessary to follow the\u00a0<strong>commercial messaging policies<\/strong>\u00a0from WhatsApp and\u00a0<strong>enable business-initiated messaging<\/strong>\u00a0in the Business account.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Once in <strong>WhatsApp Flows<\/strong>, start by selecting the\u00a0<strong>customer support and service modality<\/strong>\u00a0within\u00a0<strong>service messages<\/strong>.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Let us exemplify here the <strong>opening a support case<\/strong>After all, your team of customer service agents isn&#039;t always available; or even with AI agents, your customer may have a very specific question that requires opening a support case.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Know that <strong>It is possible to automate the opening of the service and collect the first customer information through WhatsApp Flows<\/strong>. Define the <strong>entry point <\/strong>of your flow, whether it&#039;s an option in your menu or an entry order in the conversation window. <strong>Start with a welcome message<\/strong>.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">For example purposes, we&#039;ll use a beverage distributor and an internet provider. Follow along.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>EXAMPLES \u2013 ENTRY POINT:<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><em><strong>Need help?<\/strong><br>We can help! Tell us about your problem so we can help.<\/em><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u2014\u2014\u2014\u2014\u2014\u2014\u2014\u2014\u2014\u2014\u2014\u2014<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><em><strong>Need help?<\/strong><br>Having trouble with your internet? Need to talk to our team?<br>Open a support ticket with our team and describe your issue in detail so we can help you.<\/em><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Clicking the entry point message button<\/strong> the \u201cflow\u201d begins. Here you can <strong>build your journey in pages, enabling the collection of details about the case in question<\/strong>. It is even possible to add a <strong>section for evaluation<\/strong> and review your business. Our examples:<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>EXAMPLE 01 \u2013 FLOW 1:<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><em>Help<br><strong>Need help?<\/strong><\/em><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><em>We will get back to you within 2 hours.<\/em><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><em>Select your problem:<br>[Problem]<\/em><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><em>[More details]<\/em><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u2014\u2014\u2014\u2014\u2014\u2014\u2014\u2014\u2014\u2014\u2014\u2014<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>EXAMPLE 02 \u2013 FLOW 1:<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong><em>Need help?<\/em><\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><em>Let us know how we can help you below. Be specific and provide details about your issue. Remember to include your contact information.<\/em><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><em>[Information]<\/em><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><em>\u2014\u2014\u2014\u2014\u2014\u2014\u2014\u2014\u2014\u2014\u2014\u2014<\/em><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>EXAMPLE 02 \u2013 FLOW 2:<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><em><strong>Write a review!<\/strong><br>Would you recommend our services?<\/em><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><em>[Yes]<\/em><br><em>[No]<\/em><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><em>[Leave your comment \u2013 Optional]<\/em><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">THE\u00a0<strong>customer support flow on WhatsApp Flows<\/strong>\u00a0ends with the sending of responses (which can be integrated with your CRM) and\u00a0<strong>automatic return to the conversation window<\/strong>. Create a\u00a0<strong>confirmation message<\/strong> with the <strong>service order\/protocol summary<\/strong>.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>EXAMPLES \u2013 EXIT POINT:<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong><em>Support requested<\/em><\/strong><em><br>Case: 2294393<br>Problem: Items not received<br>Date: Saturday, July 22, 2024<br>Time: 11:59<\/em><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><em>\u2014\u2014\u2014\u2014\u2014\u2014\u2014\u2014\u2014\u2014\u2014\u2014<\/em><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong><em>Confirmed!<\/em><\/strong><em><br>We&#039;ve confirmed receipt of your support request. We&#039;ll be in touch shortly with more details.<\/em><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Here&#039;s an example of a customer support journey in WhatsApp Flows:<\/p>\n\n\n\n<figure class=\"wp-block-image aligncenter size-large\"><img decoding=\"async\" src=\"https:\/\/matrixgo.ai\/wp-content\/uploads\/2025\/03\/img6.jpg\" alt=\"\" class=\"wp-image-3060\" \/><figcaption class=\"wp-element-caption\"><em>Customer Support Journey on WhatsApp Flows<\/em><\/figcaption><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>WhatsApp API<\/strong><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Note that in addition to the Flows feature, available exclusively in WhatsApp Business mode, it is possible <strong>count on even more professional features<\/strong> for your business. The version <strong>Application API<\/strong> \u2013 hired by <strong>through an official Meta partner<\/strong> (the case of <strong>Matrix Go<\/strong>) \u2013 enables a <strong>direct and dedicated support from Meta<\/strong> and the possibility of <strong>integration of virtual service agents<\/strong> automating communication on WhatsApp.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">That&#039;s right: <strong>Only with the WhatsApp Business API can you automate the application, optimizing your communication<\/strong> (much faster, more strategic and 24 hours). <\/p>\n\n\n\n<p class=\"wp-block-paragraph\">It is worth saying that the <strong>WhatsApp Business API<\/strong> also increases your <strong>chances of obtaining the verification seal<\/strong> of the application \u2013 a wish list item for several businesses looking for <strong>authority and visibility <\/strong>on the networks.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Get it now <strong>WhatsApp Business API<\/strong> and count on the <strong>team help <a href=\"https:\/\/matrixgo.ai\/\">Matrix Go<\/a><\/strong> to revolutionize your digital communication \u2013 talk to us on WhatsApp: <strong><a href=\"https:\/\/api.whatsapp.com\/send\/?phone=558006045555\">0800 604 5555<\/a><\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>READ ALSO: <a href=\"https:\/\/matrixgo.ai\/crie-jornada-cadastro-whatsapp\/\">\u201cCreate a Registration Journey on WhatsApp\u201d<\/a><\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>READ ALSO: <a href=\"https:\/\/matrixgo.ai\/crie-jornada-pesquisa-satisfacao-whatsapp\/\">\u201cCreate a Satisfaction Survey Journey on WhatsApp\u201d<\/a><\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>READ ALSO: <a href=\"https:\/\/matrixgo.ai\/crie-jornada-lembretes-pagamentos-whatsapp\/\">\u201cCreate a Payment Reminder Journey on WhatsApp\u201d<\/a><\/strong><\/p>","protected":false},"excerpt":{"rendered":"<p>Organize your customer service to serve all clients efficiently!<\/p>","protected":false},"author":24,"featured_media":4491,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","_joinchat":[],"footnotes":""},"categories":[41,389,39,527,373,96,399,400],"tags":[70,65,517,217,72,54,404,84,614,85,58,73,154,566],"class_list":["post-4490","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-atendimento","category-chatbot","category-inteligencia-artificial","category-marketing","category-tecnologia","category-vendas","category-whatsapp","category-whatsapp-api","tag-ai","tag-atendimento","tag-flows","tag-ia","tag-inteligencia-artificial","tag-matrix","tag-matrix-go","tag-suporte","tag-suporte-ao-cliente","tag-vendas","tag-whatsapp","tag-whatsapp-api","tag-whatsapp-business-api","tag-whatsapp-flows"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.0 - 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