Knowledge for better customer communication

Clients call, email and send WhatsApp photos of a dented bumper. How a small brokerage organises all of it in one team inbox, from claims to annual reviews, and what stays with people.

Instead of several rounds of follow-up questions, one form in the chat: how a lead capture flow asks for every detail of a quote at once, saves the answers as a field or tag on the contact and passes the complete inquiry to your team or your CRM.

Advice happens in the chat more and more, but the record often sits on a personal phone. What the demands and needs rules expect, and how consent and chat history reach the client file.

What data a WhatsApp Flow collects, who processes it, when you need consent and what belongs in your privacy notice and DPA. Covers the EU and UK GDPR, with a checklist for your first flow.

Repair reports, meter readings, returns: how a WhatsApp Flow collects recurring reports with a photo in the same form every time, turns them into a list you can sort and gets the photos to your team or your CRM.

Two or three questions in the chat instead of a questionnaire behind a link: how a customer survey with a WhatsApp Flow is built, how a poor rating turns into a callback and how to work out CSAT and NPS from the CSV export.

Reply buttons, a list, a chatbot, a web form or a WhatsApp Flow: which one fits depends on how many questions you ask and what kind. This post shows when each format is right, how a chatbot and a flow work together and when a web form is still the better choice.

A WhatsApp Flow takes the questions your team asks one by one in the chat today and puts them in a form that opens right inside WhatsApp. This post explains how it works for your customers, which questions a flow can ask, what it costs and where the limits are.