Ziano.ch: Customer communication via Whatsapp
Customers of the online delicatessen retailer Ziano.ch can now get advice via WhatsApp. The Aargau-based startup is thus following the trend toward messenger shopping.
"By taking the step of offering specialties from various countries purely online, we have already shown that we want to break new ground. Offering customer service via WhatsApp is another step towards making it easier for our customers to order food online," says Andreas Husi, founder of Ziano.ch. "Our customers can enter their number using a registration form and then simply write to us free of charge via WhatsApp, just as they are used to doing."
They don't just ask if the ordered products have already been sent: "For example, someone wanted to surprise their girlfriend with a romantic meal and asked us for a suitable recipe and the ingredients. A customer had one of our special gift boxes put together for her boyfriend for his birthday, or there are those who are unsure which beer or wine is best for the next party." With the new service, Ziano.ch also hopes to receive product tips and thus be able to constantly improve its range together with its customers.
Telephone and e-mail remain with Ziano.ch will certainly continue to be used, but Whatsapp could also be a successful addition for some other online retailers in the long term. Husi: "After the initial test phase, we are certain that it is more convenient and efficient for many customers to send a message via WhatsApp and we also believe that direct contact will deepen our customer relationships in the long term."
