Accurate Monitoring Drives Business Growth: A Guide to Monitoring WhatsApp Inquiries

WhatsApp is the core platform for handling inquiries from overseas customers and executing transaction orders. For bosses, the most effective way to grasp the transaction dynamics of employees and gain in-depth insights into customer needs is to monitor these key WhatsApp inquiry information. Through effective monitoring, bosses can understand business processes in real-time and provide timely feedback. However, it should be noted that the implementation of monitoring must balance the privacy rights of employees and comply with relevant laws and regulations. This article will provide a comprehensive WhatsApp inquiry monitoring guide to help e-commerce bosses accurately monitor WhatsApp inquiry information.

The role of monitoring WhatsApp inquiries for businesses

Improve employee efficiency and accountability

By monitoring employees’ communication activities on WhatsApp, bosses can ensure that employees are on task during working hours. Recording the content of the communication can trace responsibility and strengthen the accountability mechanism when necessary.

Protect company information security

WhatsApp inquiry monitoring helps prevent the leakage of sensitive information. By reviewing information exchanges, companies can promptly detect and prevent possible data leakage or improper sharing, ensuring the company's information security.

Analyze customer data to optimize sales strategies

By collecting and analyzing customer inquiry data on WhatsApp, companies can better understand customer needs and adjust sales strategies accordingly to improve conversion rates and market competitiveness.

Improve customer service quality

WhatsApp inquiry monitoring tools can help companies track all interactions in the customer service process, ensure that customer questions and needs are responded to promptly and effectively, and improve customer satisfaction and service quality.

Comply with laws, regulations and company policies

Companies need to ensure that their communication behaviors comply with relevant laws and regulations as well as internal company policies. Monitoring WhatsApp inquiries can help companies detect and correct violations promptly, avoiding legal risks and potential fines.

Steps to monitor WhatsApp inquiry messages

1. Determine monitoring targets

Identify key performance indicators (KPIs) for monitoring: such as response time, resolution rate and customer satisfaction, to quantify the monitoring effect.

Determine monitoring frequency: Ensure the timeliness and accuracy of WhatsApp inquiry data while avoiding waste of resources caused by excessive monitoring.

2. Choose a monitoring tool

To effectively monitor WhatsApp inquiry information, you first need a platform that can centrally manage all the team's WhatsApp accounts. Such a system should allow control and supervision of all account activities in a unified interface. SaleSmartly, as an omnichannel customer communication platform, not only simplifies the integration of multi-channel messages but also provides automated chat allocation and internal conversation management to promote efficient collaboration between teams.

With SaleSmartly, companies can centrally handle all customer interactions and improve the efficiency of customer analysis and tracking. The platform can integrate your customer database, view all customer activities and browsing history, and keep data synchronized with information systems. 

1. Open SaleSmartly, enter the operation page, click [Integration] - [WhatsApp API]/[WhatsApp App] - [Add Device]

Steps to connect to your WhatsApp account:

【WhatsApp API】: There are three ways to access the service: self-service registration, self-service account purchase, and third-party access. For details, please refer to: Introduction to WhatsApp Business API: Full analysis of functions, charges, and application methods (salesmartly.com)

【WhatsApp App】: Select the IP region where the device is located, then scan the QR code with the APP to log in.

2. On the [Online Chat] page, you can find all session information and customer information. Employees can add [session tags] and [visitor tags] to facilitate better management of different customers in the future.

If you are worried about missing information, you can filter in the box labeled [All] in the upper left corner and select the [Unreplied] messages to ensure that you do not miss any customer inquiries.

The marked [Visitor Tags] and [Session Tags] can be viewed together in the icon of two little people.

3. On the [Conversation Management] page, you can see the total conversation data, with detailed information for each conversation below. Just click the name of the [Contact] to view the conversation content.

4. If you want to know how many conversations each employee has received, the company can see the reception conversation data of different employees in [Team Management] - [Personnel Management].

Note: When monitoring WhatsApp inquiry messages, you must comply with relevant privacy laws and regulations to ensure that the monitoring activities are legal and compliant and do not infringe on personal privacy. And inform employees of the monitoring policy, including the scope, purpose and method of monitoring WhatsApp inquiry messages, to ensure transparency and fairness. Monitoring cannot be carried out without the knowledge of employees.

Factors for spot-checking WhatsApp inquiries

Through irregular spot checks, we ensure that employees always maintain an efficient and professional working state.

When the system detects abnormal behavior, such as high-frequency inquiries during non-working hours or the appearance of sensitive keywords, it will conduct spot checks to ensure that potential problems or violations are discovered promptly.

Based on customer complaints or compliments, spot checks are conducted on specific employees or transactions to ensure the quality of inquiry services and the company's reputation.

Spot-checking employees whose performance is below expectations based on their performance indicators, such as closing rate or customer satisfaction, helps us better identify problems and provide directions for improvement.

By monitoring conversations with more information, we can not only gain in-depth insights into the service quality of our employees but also the fact that customers ask relatively more questions in these conversations. From this, we can more accurately capture the specific needs and expectations of customers, which helps us to further understand them.

By conducting more frequent spot checks on new employees, we can learn from their services how well they understand the business and provide more targeted training.