{"id":4745,"date":"2022-11-21T02:06:57","date_gmt":"2022-11-21T02:06:57","guid":{"rendered":"https:\/\/www.qiscus.com\/id\/?p=4745"},"modified":"2026-03-26T14:54:12","modified_gmt":"2026-03-26T07:54:12","slug":"membangun-customer-experience-dengan-whatsapp-business-api","status":"publish","type":"post","link":"https:\/\/www.qiscus.com\/id\/blog\/membangun-customer-experience-dengan-whatsapp-business-api\/","title":{"rendered":"Cara Membangun Customer Experience dengan WhatsApp Business API"},"content":{"rendered":"\n<p>Tahukah Anda jika customer experience menjadi aspek penting dalam meningkatkan layanan pelanggan dan juga kelancaran campaign marketing? <a href=\"https:\/\/www.forbes.com\/sites\/forbescommunicationscouncil\/2021\/11\/17\/15-tips-for-improving-your-customer-experience-strategy\/?sh=37228edfdd1b\">Forbes<\/a> pada tahun 2021 menjelaskan jika lambatnya respon bisnis kepada pelanggan menyebabkan turunnya customer experience dari seorang pelanggan. Di mana hal ini dapat mengancam kegagalan campaign marketing yang sedang Anda jalani.<\/p>\n\n\n\n<div id=\"ez-toc-container\" class=\"ez-toc-v2_0_83 counter-hierarchy ez-toc-counter ez-toc-grey ez-toc-container-direction\">\n<div class=\"ez-toc-title-container\">\n<p class=\"ez-toc-title\" style=\"cursor:inherit\">Daftar Isi<\/p>\n<span class=\"ez-toc-title-toggle\"><a href=\"#\" class=\"ez-toc-pull-right ez-toc-btn ez-toc-btn-xs ez-toc-btn-default ez-toc-toggle\" aria-label=\"Toggle Table of Content\"><span class=\"ez-toc-js-icon-con\"><span class=\"\"><span class=\"eztoc-hide\" style=\"display:none;\">Toggle<\/span><span class=\"ez-toc-icon-toggle-span\"><svg style=\"fill: #999;color:#999\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" class=\"list-377408\" width=\"20px\" height=\"20px\" viewBox=\"0 0 24 24\" fill=\"none\"><path d=\"M6 6H4v2h2V6zm14 0H8v2h12V6zM4 11h2v2H4v-2zm16 0H8v2h12v-2zM4 16h2v2H4v-2zm16 0H8v2h12v-2z\" fill=\"currentColor\"><\/path><\/svg><svg style=\"fill: #999;color:#999\" class=\"arrow-unsorted-368013\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"10px\" height=\"10px\" viewBox=\"0 0 24 24\" version=\"1.2\" baseProfile=\"tiny\"><path d=\"M18.2 9.3l-6.2-6.3-6.2 6.3c-.2.2-.3.4-.3.7s.1.5.3.7c.2.2.4.3.7.3h11c.3 0 .5-.1.7-.3.2-.2.3-.5.3-.7s-.1-.5-.3-.7zM5.8 14.7l6.2 6.3 6.2-6.3c.2-.2.3-.5.3-.7s-.1-.5-.3-.7c-.2-.2-.4-.3-.7-.3h-11c-.3 0-.5.1-.7.3-.2.2-.3.5-.3.7s.1.5.3.7z\"\/><\/svg><\/span><\/span><\/span><\/a><\/span><\/div>\n<nav><ul class='ez-toc-list ez-toc-list-level-1 ' ><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/www.qiscus.com\/id\/blog\/membangun-customer-experience-dengan-whatsapp-business-api\/#Aspek_Customer_Experience_yang_Harus_Diperhatikan\" >Aspek Customer Experience yang Harus Diperhatikan<\/a><ul class='ez-toc-list-level-3' ><li class='ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/www.qiscus.com\/id\/blog\/membangun-customer-experience-dengan-whatsapp-business-api\/#1_Keinginan_Pelanggan\" >1. Keinginan Pelanggan<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/www.qiscus.com\/id\/blog\/membangun-customer-experience-dengan-whatsapp-business-api\/#2_Media_Komunikasi_yang_Digunakan_Pelanggan\" >2. Media Komunikasi yang Digunakan Pelanggan<\/a><\/li><\/ul><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-4\" href=\"https:\/\/www.qiscus.com\/id\/blog\/membangun-customer-experience-dengan-whatsapp-business-api\/#3_Mengenal_Pelanggan_dengan_Baik\" >3. Mengenal Pelanggan dengan Baik<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-5\" href=\"https:\/\/www.qiscus.com\/id\/blog\/membangun-customer-experience-dengan-whatsapp-business-api\/#Memaksimalkan_Strategi_Customer_Experience_dengan_WhatsApp_Business_API\" >Memaksimalkan Strategi Customer Experience dengan WhatsApp Business API<\/a><ul class='ez-toc-list-level-3' ><li class='ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-6\" href=\"https:\/\/www.qiscus.com\/id\/blog\/membangun-customer-experience-dengan-whatsapp-business-api\/#1_Personalisasi_Pesan\" >1. Personalisasi Pesan<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-7\" href=\"https:\/\/www.qiscus.com\/id\/blog\/membangun-customer-experience-dengan-whatsapp-business-api\/#2_Hubungkan_dengan_Bot_WhatsApp\" >2. Hubungkan dengan Bot WhatsApp<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-8\" href=\"https:\/\/www.qiscus.com\/id\/blog\/membangun-customer-experience-dengan-whatsapp-business-api\/#3_Arahkan_Layanan_Pelanggan_ke_WhatsApp\" >3. Arahkan Layanan Pelanggan ke WhatsApp<\/a><\/li><\/ul><\/li><\/ul><\/nav><\/div>\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Aspek_Customer_Experience_yang_Harus_Diperhatikan\"><\/span>Aspek Customer Experience yang Harus Diperhatikan<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p>Customer experience menjadi poin penting dalam memperlancar campaign marketing yang sedang Anda jalani. Anda perlu memahami beberapa aspek dasar dari <a href=\"https:\/\/www.qiscus.com\/id\/blog\/customer-experience\/\">customer experience<\/a> sebelum pada akhirnya Anda bisa menentukan strategi implementasinya sebagai berikut.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"1_Keinginan_Pelanggan\"><\/span>1. Keinginan Pelanggan<span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n\n\n<p>Pelanggan atau klien adalah sosok penting dalam berjalannya bisnis. Bagaimana produk yang Anda miliki bisa terjual jika pelanggan merasa tidak nyaman berbelanja atau tidak mengenal produk Anda secara keseluruhan. Di sini Anda harus mengetahui apa keinginan pelanggan, tak hanya berkaitan dengan produk namun juga layanan Anda.<\/p>\n\n\n\n<p>Lakukan survey kepuasan secara pelanggan secara berkala dengan <a href=\"https:\/\/www.qiscus.com\/id\/blog\/survey-kepuasan-pelanggan-interaktif-dengan-aplikasi-csat\/\">platform CSAT<\/a>. Di situ Anda akan mengetahui bagaimana pengalaman belanja pelanggan, kritik, serta saran yang dimiliki oleh pelanggan.<\/p>\n\n\n\n<p>Setelah mendapatkan data yang dibutuhkan Anda bisa menyusun strategi atau membuka ruang untuk menjawab pesan dari pelanggan. Lakukan langkah ini dengan baik, karena langkah ini adalah pondasi untuk mendapatkan customer experience yang memuaskan untuk pelanggan.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"2_Media_Komunikasi_yang_Digunakan_Pelanggan\"><\/span>2. Media Komunikasi yang Digunakan Pelanggan<span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n\n\n<p>Usahakan untuk terus membangun hubungan baik dengan pelanggan. Langkah selanjutnya yang harus Anda pastikan adalah media komunikasi yang sering digunakan oleh pelanggan Anda. Media apa yang memungkinkan Anda untuk mengirimkan pesan lebih cepat dan bisa diterima baik oleh pelanggan.<\/p>\n\n\n\n<p>Untuk mengetahuinya, Anda bisa mengetahuinya dari hasil CSAT atau menggunakan dukungan data eksternal. Namun jika mengacu kepada trend penggunaan media sendiri, pelanggan lebih sering menggunakan WhatsApp sebagai media komunikasi mereka. Terlihat setiap tahunnya pertambahan pengguna aktif WhatsApp yang selalu bertambah secara signifikan.<\/p>\n\n\n\n<p><strong>BACA JUGA: <\/strong><a href=\"https:\/\/www.qiscus.com\/id\/blog\/whatsapp-blast-semua-yang-harus-diketahui\/\">WhatsApp Blast: Semua yang Harus Diketahui<\/a><\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"3_Mengenal_Pelanggan_dengan_Baik\"><\/span>3. Mengenal Pelanggan dengan Baik<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p>Customer experience tidak hanya tentang kemudahan pelanggan dalam berbelanja, namun lebih dari itu. Customer experience juga mencakup customer berhaviour mereka. Di mana mengenal customer behaviour akan memudahkan Anda untuk mendekati pelanggan dan menjaga hubungan yang baik dengan mereka.<\/p>\n\n\n\n<p>Selain penggunaan media, usia, dan yang sejenis Anda juga perlu memahami aspek psikografi pelanggan dan membuat analisis customer behaviour Anda menjadi utuh. Setelah mengenal aspek aspek psikografi dari pelanggan Anda bisa mulai untuk membuat ide marketing atau layanan yang sesuai.<\/p>\n\n\n\n<p>Dengan begitu pelanggan akan merasa diperhatikan, mereka akan merasa terpuaskan dengan layanan serta membuahkan keuntungan baru untuk bisnis Anda.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><a href=\"https:\/\/www.qiscus.com\/id\/contact\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"320\" src=\"https:\/\/www.qiscus.com\/id\/wp-content\/uploads\/sites\/2\/2022\/11\/Qiscus-Omnichannel-Chat-Banner-Blog-1024x320.png\" alt=\"\" class=\"wp-image-4750\" srcset=\"https:\/\/www.qiscus.com\/id\/wp-content\/uploads\/sites\/2\/2022\/11\/Qiscus-Omnichannel-Chat-Banner-Blog-1024x320.png 1024w, https:\/\/www.qiscus.com\/id\/wp-content\/uploads\/sites\/2\/2022\/11\/Qiscus-Omnichannel-Chat-Banner-Blog-300x94.png 300w, https:\/\/www.qiscus.com\/id\/wp-content\/uploads\/sites\/2\/2022\/11\/Qiscus-Omnichannel-Chat-Banner-Blog-768x240.png 768w, https:\/\/www.qiscus.com\/id\/wp-content\/uploads\/sites\/2\/2022\/11\/Qiscus-Omnichannel-Chat-Banner-Blog-380x119.png 380w, https:\/\/www.qiscus.com\/id\/wp-content\/uploads\/sites\/2\/2022\/11\/Qiscus-Omnichannel-Chat-Banner-Blog-800x250.png 800w, https:\/\/www.qiscus.com\/id\/wp-content\/uploads\/sites\/2\/2022\/11\/Qiscus-Omnichannel-Chat-Banner-Blog-1160x363.png 1160w, https:\/\/www.qiscus.com\/id\/wp-content\/uploads\/sites\/2\/2022\/11\/Qiscus-Omnichannel-Chat-Banner-Blog.png 1536w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/a><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Memaksimalkan_Strategi_Customer_Experience_dengan_WhatsApp_Business_API\"><\/span>Memaksimalkan Strategi Customer Experience dengan WhatsApp Business API<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p>Sebelumnya kita sudah bersama-sama membahas mengenai aspek-aspek yang harus ada dalam customer experience. Pada tahap ini mari bersama-sama membahas mengenai eksekusi strategi customer experience.<\/p>\n\n\n\n<p>Dari aspek yang sudah dijelaskan sebelumnya, sudah jelas mengenai <em>tools<\/em> yang harus Anda miliki untuk <a href=\"https:\/\/www.qiscus.com\/id\/blog\/meningkatkan-customer-experience-whatsapp\/\">mendukung keberhasilan customer experience dengan WhatsApp<\/a>. Banyak bahan pertimbangan yang bisa Anda temukan untuk akhirnya bisa yakin menggunakan WhatsApp, tidak berhenti pada jumlah pengguna yang aktif saja, namun juga jumlah atau persentase <em>open rate<\/em> pesan WhatsApp yang terbilang tinggi daripada yang lain. <\/p>\n\n\n\n<p>Fakta ini menjadikan WhatsApp sebagai kanal yang sangat efektif untuk membangun interaksi yang responsif dan personal, secara langsung berkontribusi pada peningkatan pengalaman pelanggan.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"1_Personalisasi_Pesan\"><\/span>1. Personalisasi Pesan<span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n\n\n<p>Personalisasi pesan di sini merupakan respon dari behaviour pelanggan yang sudah Anda ketahui. Anda bisa melakukan banyak hal ketika mengetahui aspek ini, mulai dari kategorisasi di marketplace hingga mengirim pesan personalisasi.<\/p>\n\n\n\n<p>Personalisasi pesan berguna untuk menunjukkan perhatian lebih Anda kepada pelanggan. Di sisi lain, pelanggan akan tertarik untuk membaca pesan Anda dan memenuhi ajakan yang Anda kirimkan.<\/p>\n\n\n\n<p>Personalisasi pesan ini sendiri bisa Anda kirimkan secara masal dan cepat menggunakan WhastApp Business API dengan fitur WhatsApp Blast. Anda bisa membuat berbagai jenis template pesan yang bisa Anda kirimkan ke berbagai jenis pelanggan.<\/p>\n\n\n\n<p><strong>BACA JUGA: <\/strong><a href=\"https:\/\/www.qiscus.com\/id\/blog\/whatsapp-blast-alternatif-terbaik-email-blast\/\">5 Bukti WhatsApp Blast adalah Alternatif Terbaik Email Blast<\/a><\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"2_Hubungkan_dengan_Bot_WhatsApp\"><\/span>2. Hubungkan dengan Bot WhatsApp<span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n\n\n<p>Selain pesan, Anda juga harus siap untuk selalu hadir untuk pelanggan kapanpun dimanapun. Guna mengatasi hal ini, Anda bisa melakukan integrasi dengan bot atau chatbot untuk memberikan respon otomatis atas pesan pelanggan.<\/p>\n\n\n\n<p><a href=\"https:\/\/www.qiscus.com\/id\/blog\/bot-whatsapp\/\">Bot WhatsApp<\/a> ini berperan untuk menangani pesan atau keluhan pelanggan yang bersifat umum. Bot WhatsApp ini sekaligus menunjukkan respon cepat atas permasalahan yang dimiliki oleh pelanggan. Dengan begitu mereka akan merasa mendapatkan layanan pelanggan yang maksimal.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"3_Arahkan_Layanan_Pelanggan_ke_WhatsApp\"><\/span>3. Arahkan Layanan Pelanggan ke WhatsApp<span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n\n\n<p>Mulai coba arahkan layanan pelanggan ke WhatsApp Business API. Dengan WhatsApp Business API, Anda tidak hanya bisa merespon pesan pada WhatsApp saja, namun ke beberapa aplikasi chat karena kemudahan integrasi yang mereka miliki.<\/p>\n\n\n\n<p>Di sisi lain, Anda tidak perlu membuka banyak device untuk merespon banyak pesan dari berbagai aplikasi. Cukup dari satu platform saja, semua pesan dapat direspon dengan cepat.<\/p>\n\n\n\n<p>Memaksimalkan strategi customer experience harus didukung oleh media komunikasi yang komprehensif. Lantaran media membantu Anda untuk menggali potensi dari pelanggan serta membangun layanan pelanggan terbaik. Oleh karena itu sudah saatnya Anda memilih WhatsApp Business API dan beralih segera, untuk menghasilkan customer experience terbaik. Anda bisa mendapatkan demo dan gratis percobaan dengan menghubungi Qiscus <a href=\"https:\/\/www.qiscus.com\/id\/contact\">di sini.<\/a><\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><a href=\"https:\/\/www.qiscus.com\/id\/contact\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"320\" src=\"https:\/\/www.qiscus.com\/id\/wp-content\/uploads\/sites\/2\/2022\/11\/WhatsApp-Business-API-Qiscus-Banner-Blog-1024x320.png\" alt=\"\" class=\"wp-image-4751\" srcset=\"https:\/\/www.qiscus.com\/id\/wp-content\/uploads\/sites\/2\/2022\/11\/WhatsApp-Business-API-Qiscus-Banner-Blog-1024x320.png 1024w, https:\/\/www.qiscus.com\/id\/wp-content\/uploads\/sites\/2\/2022\/11\/WhatsApp-Business-API-Qiscus-Banner-Blog-300x94.png 300w, https:\/\/www.qiscus.com\/id\/wp-content\/uploads\/sites\/2\/2022\/11\/WhatsApp-Business-API-Qiscus-Banner-Blog-768x240.png 768w, https:\/\/www.qiscus.com\/id\/wp-content\/uploads\/sites\/2\/2022\/11\/WhatsApp-Business-API-Qiscus-Banner-Blog-380x119.png 380w, https:\/\/www.qiscus.com\/id\/wp-content\/uploads\/sites\/2\/2022\/11\/WhatsApp-Business-API-Qiscus-Banner-Blog-800x250.png 800w, https:\/\/www.qiscus.com\/id\/wp-content\/uploads\/sites\/2\/2022\/11\/WhatsApp-Business-API-Qiscus-Banner-Blog-1160x363.png 1160w, https:\/\/www.qiscus.com\/id\/wp-content\/uploads\/sites\/2\/2022\/11\/WhatsApp-Business-API-Qiscus-Banner-Blog.png 1536w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/a><\/figure>\n","protected":false},"excerpt":{"rendered":"Tahukah Anda jika customer experience menjadi aspek penting dalam meningkatkan layanan pelanggan dan juga kelancaran campaign marketing? Forbes&hellip;\n","protected":false},"author":20,"featured_media":4749,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"footnotes":""},"categories":[3],"tags":[583,18,10],"class_list":{"0":"post-4745","1":"post","2":"type-post","3":"status-publish","4":"format-standard","5":"has-post-thumbnail","7":"category-insight","8":"tag-csat","9":"tag-customer-experience-2","10":"tag-whatsapp-business-api"},"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.6 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Cara Membangun Customer Experience dengan WhatsApp<\/title>\n<meta name=\"description\" content=\"Banyak bahan pertimbangan yang bisa Anda temukan untuk akhirnya bisa yakin menggunakan WhatsApp untuk customer experience, berikut ini faktor 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