Discover the stages of a funnel for customer support

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all right so in this lesson what we're going to be talking about is specifically the stages and how you use those stages and labels so you can manage your conversations better and so we already talked about our chat flow right so the different stages that we have when managing conversations within whatsapp so you have your prospecting stage conversion retention and customer support and so what we'll do in this lesson is talk about more details about these four stages and also like the different things that you're going to be using within those stages right your timeline activities tax questions messages and best practices in using those stages and also an example so you can see how we've used the labels with customers so there's better organization and management than just coordination on your team to see where your leads are right and so the different the four stages that we've talked about so far is post prospecting conversion retention and customer support so what are those four stages and so the first one that we're going to talk about is the prospecting stage and we talk about prospecting within a whatsapp or a chat conversation you know you're you're at the top of your funnel you want to establish a conversation with the customer and what you're really trying to hope to achieve here is to really understand your customer needs and see if they're actually a good fit for your business i think one of the things that we've seen with businesses is that people are scared of asking the right questions right and so you end up having a long conversation with your customer but in the end you don't really know if you should spend time trying to convince them to buy your products you don't know if they're a good fit you don't really you haven't really understand understood like their needs and so what we want to make sure in this stage is to really understand what are your customers looking for and is my product the right fit for what they're looking for right is their pain point do my does my product meet their their need and so what you really want to do here is evaluate and qualify your customers and that's key in this stage if you're talking about real estate for example try to understand what they're looking for what kind of apartments what price range when they're trying to buy if you're talking about uh if you're a restaurant well send them the menu see if if they like the foods you know ask them if they want to buy something from you and that and i think that's the key here is is understanding what they're looking for so you can ask that question so they can buy from you the next stage that we want to talk about is a conversion stage and this is where you have you know you went from having an opportunity to having a lead and this is where you know we want to convert them into paying customers uh and and eventually have them become red revenue generating customers right like this is where we're going to have a sale when it comes to like if you're an e-commerce or if you're doing social commerce but if you're in real estate if you're a clinic you know if you're a doctor trying to get appointments this is where you wanna get your appointment schedule it and also send them reminders so that you can convert them to customers right so these leads this is where i want to convert them into becoming customers someone could have scheduled an appointment to go see an apartment they could have scheduled an appointment for the clinic but unless they don't go to your place you know they're still a lead they're not your customers yet with restaurants and with with social commerce it's easier here because you can convert them through the chat right so i can send them a link to pay directly on an external website or even you know through through different means but this is where i want to convert customers and what's key here at the conversion stage is that sometimes you can't close that sale or that conversion through a chat you might have to make a call and call them and try to try to you know finalize that sale with your customers the third stage is retention right so i've made my sale people have bought from me and now they're my customers so now i want to nurture them with post-sales messages i want to you know bring things that bring their attention so that there is a better engagement interaction with your brand right see how your service went you know understand if there was a problem with your product i've seen restaurants uh sending a message a day after that you deliver the food and just a simple message of saying like hey how was the food like was everything okay so a simple message will keep customers coming back and i think that's very important here if you're a clinic you might want to send a message saying like hey well how was your appointment yesterday was there any issues is there any follow-up that we can help you with so this is just like good customer you know retention practices that you can that you can that you can do and it it's gonna help you increase your revenue as well and just bring a better customer experience overall and the last stage is your customer support and this is a little trickier because it can happen at the beginning or at the end right but this is where people ask for for random questions or questions to you don't really know if they're an opportunity you don't know if they're a lead or a customer uh but these are more customer support claims uh or tickets you know from current or potential customers if if someone bought something from you they might have a question a question from you if you're um you know a clinic and then they're doing certain services with you like on a recurring basis then things that they might need help with if you sold them uh product online uh through your chat and they you've delivered it already they have it they're using it but they have a question about how to use a product this is where you want to have your customer support tickets and this is where we like to call it tickets so that it's easier to differentiate it and this is where you're building trust with your customers or potential users where you're really solving questions and so you know when we talk about that process what we like to say is again you have your prospecting your conversion retention or customer support you have your four stages right and you have different things that you want to do within that time frame and so the reason why we have a process in place is because whenever we're able to have a process it's you can replicate it among your your your team right so your team knows that what what steps they need to follow and what are the things that you need to follow so that you have a better management of all of your conversations and so the way we like to see it is that we have a timeline right so a timeline is basically how long you want to keep each customer or conversation at this stage you don't want to spend a month prospecting someone right uh you don't want to spend you know even like 45 days like trying to convert someone there's limits into how long you want your team effort to put into trying to convert that person and try to you know change them from stage to stage and i think this is very important because you define them how to manage those conversations and so instead of this is going to help you also in not having 300 conversations open because once you realize 200 of those 300 conversations have you know have more than 45 days and so by that point like the probability that you're going to be able to do something with those customers are very low and so what timeline what what it does is it allows your agents or team members to know when to drop conversations and when to drop them so that they don't spend time their precious time on leads or opportunities or users that are just not worth it right your objectives it tells your cu your team what are they trying to accomplish and what do they need to do to move the user to the next stage right and what activities do i need to do in order to move users to the next stage so when do i move them from being a prospect to a lead or a conversion right like at what point do i send them as a lost conversation in my tags what we've seen that tax help with is in managing those users right i can tag people as they move along my funnel so that if i have someone just managing customer support tickets then they can just see that tag and manage specifically those users same thing if i have important messages that i wanna that i wanna manage that i wanna respond quicker then if i by using those tags it's just easier to organize your whatsapp and tools that you can use whatsapp at each stage right what tools can i use to send a mess message to all the people that are my customers if i have a new offer for example how do i send it and what are best practices to do that and so it's key to have that process in place because it's going to help you organize your conversations but also organize your team it's going to allow them to see where conversations are at what conversations do they need to follow up with what conversations are not worth it because they've already you've already lost them right and it's going to tell you also help you see the number of of conversations at each stage stage of your funnel and so the way we like to manage and organize our whatsapp conversations is through this process a process is important because it's gonna allow your team to one know where leads are two understand how to manage conversations better and not be overwhelmed with so many conversations within their whatsapp and so the way we like to split this is you still have your same stages right you have prospecting conversion retention customer support but then we like to put a name to the user right if someone's at a prospecting stage would like to call them opportunity conversion we have leads retention customer and customer support tickets and this is how we're gonna split our conversations within what's happened i'll show you an example afterwards but this is important to know and understand where also your bottlenecks within your whatsapp are right and so we're going to have a timeline for each stage and this is going to determine how long should your your team members or sales people spend within that conversation at each stage this is gonna vary because for real estate for example or a doctor clinic the timeline is not gonna be the same as a restaurant for a restaurant this should be very quickly you should be able to process orders very quickly but if you're a clinic if you're real estate then this is going to vary by a lot i would say and so in in general you want to be able to prospect your opportunities or new new conversations within two days right and and what i want to do within those two days is send them necessary information so that they respond and i can actually qualify and see if they're actually interested i want to be able to start scheduling appointments i want to be able to give them my contact information and actually have them save that info that number so that i can send them information back if they don't send information if they don't save your number you won't be able to send them info back you want to have them join your whatsapp group as well if you have a newsletter that you're sending every week or every month and so you're going to have objectives within each stage the same thing with with the conversion i want to confirm appointment make a purchase make an order right i want to try to finally convert that user and i want to ask them you know within the retention once people buy from you i want to ask for customer satisfaction and this is key like retention is key if you want to keep growing your business and how did everything go right you want to have them join a whatsapp group just for customers where i can broadcast an offer if i have specific offers that i can send just to customers i can do that through my whatsapp group and your open rate and it's going to just be higher right and for your customer support tickets well you're going to have you know have them answer frequently asked questions about products and services and guide them to the prospecting stage if you see that this is a new conversation that is not related to a customer support ticket but actually is an opportunity and same thing with activities what are the things that they should be doing right is sending the key questions to understand their needs showing leads their catalog with products and you know this is an important thing as well is that we've seen that whatsapp not all businesses work just with conversations sometimes you actually have to make a call in order to be able to move that customer to the next stage and i know that support and you know team members or sales people sometimes are shy about making calls it's so much easier to just have a conversation within whatsapp but at the end of the day you want to be able to convert and sell and so if you want to increase your sales you have to use calls in combination with messages as well and so you know if you're prospecting sometimes if the customer doesn't respond you might want to have and jump on the call with them to better understand their needs if you're a restaurant you might not have to do that but if you're a clinic if you are into real estate you might want to do that so that you can actually convert users as well same thing with conversion rate you want to have messages you want to have calls you want to be able to finalize that purchase or that conversion with your users and you have all those different activities within the stages right you can use broadcasting you can ask for feedback you want to use one message a month and this is what we've seen here that works as well with regards to customer retention and the tools that you'll be using within each stage these are the things that you can actually use from whatsapp business so that you can improve your experience right so greeting message away message labels catalog group chat broadcast and these are all the things that you'll be using to better understand and manage your leads and in the tags or labels and this is i think the most important thing about how we really like to manage our whatsapp with our customers and why it works because by using tags for each stage you have a much better better organization within your whatsapp and you'll see example afterwards of how we use this right and so like we the the way we like to see this is we just have like an opportunity uh you know two tasks for each stage so you have opportunity open opportunity closed lead open and link closed and for customer you're gonna have just one because either they're customers or they're not they could be customers with a new ticket right they could be customers with a new opportunity but they're always gonna be customers that's not gonna change and then you're gonna have important um tags or labels here that are going to allow you to to highlight conversations that maybe need additional support that might need uh support from a manager and so it's easier to see important conversations in this way as well and so make sure you download our process uh we're constantly updating it and you're going to be able to download an excel sheet that you can download you can adapt it to your needs um and change it so that it's easier to manage your conversations and use it within your business as well and so labels and i think this is an important part of how we really like to manage conversations and why it works and so with labels what i mentioned before is you're gonna have a label for each stage right so we have opportunity leads customers and tickets and those are my four my four stages you can use different colors but we like to use these colors right here you're going to have for each stage an open and a closed opportunity we like to use green a green book and a red book because this allows you to visually select the right label and and allow your team to select the right label as well and so as you can see here you have opportunity open opportunity closed leads open leads closed customer important tickets open tickets closed and you're gonna have also additional labels for one important conversations so at each stage i can have an opportunity open with an important conversation a lead open with an important conversation and same thing with tickets open and i also have reasons as to why i lost that conversation or that user age stage right so if i could have an opportunity closed but i also want to know why we lost it right was it because people didn't respond was it a price thing was it just the wrong profile the people didn't match um you know what what the the type of user that usually buys my products did they go to the competition or any other reason as to why people didn't end up converting or buying from you this is gonna allow you to count and see how many users you have at each stage and why are you losing users at each stage right so it's going to be easier to say well i have you know 27 leads that were closed and 20 of them are wrong profile but 50 are priced so there's no there must be an issue with my price what am what things can i do to change um to see what am i doing wrong right so you want to have labels for reasons as to why you lost each convert each conversation and so those are the the key things that we like to see and use for our labels right you're going to have an opportunity open opportunity closed lead open leak closed customer because you're going to have just one right important ones take it open ticket closed and reasons as to why you lost that conversation and so this is i think in a nutshell the most important thing about the whole um chapter and lessons and this is i would say fundamental in that it's going to help you one understand better what things are working and what things are not working how many users are you losing at each stage and why and i think the why is very important so you can actually make better strategic decisions as to how you manage your conversations better where your bottlenecks are and just how to improve the results that you're having for your business and so this isn't just like a quick example right as to how this would work and so you would have an opportunity open right this is someone that sent us a message and said like hi i would like more information so they're at my prospecting stage they're an opportunity so i'm going to tag them with two tags right opportunity open and maybe this is an important conversation because this is someone who i know and they've been looking for you know renting an apartment for a while and so i'm gonna label them as important um and this is just a new conversation right um the next thing is is the prospecting right so i wanna start prospecting that user uh want to have start understanding their needs so hi there what are you looking for i'm looking for an apartment in this zone two bedrooms great are you looking for buying or renting renting you have a price range in mind between 800 to 900 awesome here a list of options right so i use my catalog to send them a couple of options if you were if you have too many options then you can also use links from websites and i think that has as we've seen that that works really well as well uh if you're a restaurant i can send them the menu for example but if you look at the conversation it's it's very specific questions that i'm asking for right like what are you looking for it like this is an open question but then it goes down to specifics like are you looking for buying or renting what's your price range and this allows you to really direct the conversation where you want to leave that user right you want to get it as much information as possible so that you can really see and say hey this is worth it's worth spending my time in in trying to convince this user to actually come with us right so i'm just prospecting at this stage i'm just trying to understand what are the needs and how can i help them better so that i can convert them to a lead right and with with real estate what i want to do is when are you able to see them like next monday at 2 pm great i'll send you a reminder see you then and so this is just how we would manage that conversation right so i i take out the the opportunity open tag and i send them to lead open because now they're not an opportunity they're a lead they're still important so i'm keeping that tag and so you know i want to be able to finalize this conversion so i'm trying to you know these are someone who already understood their needs i'm trying to actually get them to run a place so but because i want them to rent i need them to go see the place i need to schedule the appointments and to send them reminders this is all this is everything that's happening at the lead stage right and let's say after i i'm actually able to show them the place um you know how did you like the place well thanks but i think we're looking for something cheaper unfortunately we don't have anything below that price but i'll keep you posted so this is someone who just doesn't qualify anymore for for the products that we have right so i'm going to move them from lead open to lead closed and also to price because the reason why they didn't buy or rent for me was price right um they're not an open opportunity or then they're not an open conversation anymore it's a close conversation so i don't need to do anything else now but i know it's price and this is important because if i want to look then for let's say you you find a new place that you want to rent and you're looking for people who didn't qualify for the the other ones i can just filter it by price and i'll find everyone who didn't buy because of price um and how will i just look for lead close and price i filter that within my whatsapp in action i can actually then send a broadcast to everyone who has price so i select everyone who has price and i send a broadcast to all of them so this is a really good way to manage your conversations and how it actually work right so i went from having an opportunity open important to a lead open so i changed it from open to lean still important to close right obviously this was pretty quickly because it's an example but this is going to take some time it's going to take some days but this is a really good way for you to be able to manage your conversations and see what's working and what's not so again this is the process that you want to use in order to manage your conversation so that you get better results you're better organized your team knows how to do what to do and when to keep conversations open and at what point to close those conversations it's going to save you time it's going to allow your team members to communicate better and to really know who to follow up with and who not to keep spending your pressure his time or your team's precious times within that user or that conversation so keep in mind that the process will shift depending on the type of business that you are but in general this process should work regardless of the type of business that you are and you want to start implementing it now um you want to start using tags and developing and defining that those stages in that process that will help your team just perform better