Integrating WhatsApp Into Your E-commerce Flow
Ecommerce companies can use WhatsApp to engage with their customers on the platform where they already communicate with their friends and family. This allows businesses to offer a more personal experience and win customer trust.
Answer common product-related questions and complaints instantly on WhatsApp using automated chatbots or transfer the query to a live chat human agent seamlessly. This helps to reduce the number of support tickets and cuts off 30% of your administrative costs.
Boost Your Customer Service
In e-commerce, customer service is a crucial aspect of the shopping experience. Customers prefer one-to-one interactions with brands and feel frustrated when they don’t get them. WhatsApp allows businesses to provide a personalized experience that boosts customer satisfaction and drives repeat sales.
WhatsApp Business APIs allow a deep integration with your CRM and ecommerce platform for seamless communications. Register a WhatsApp Business number and customize your profile with your business name, captivating description, and automatic greeting messages. Deploy chatbots for quick replies and automated support to answer common customer queries.
Use WhatsApp to share product catalogs that enable customers to easily create carts, reorder products and even pay for the products they want. GB WhatsApp also lets you share restock alerts to let your customers know when their favorite products are back in stock. You can also promote these promotions via WhatsApp ads to reach new customers and generate sales. For more information, read our blog post: “How to Increase E-commerce Sales Using WhatsApp”.
Increase Customer Engagement
With its 99% open rate and 40% response rate, WhatsApp offers a unique opportunity to market products or services and convert customers. WhatsApp also allows businesses to build trust with their customers by providing them a private and secure communication channel to resolve queries.
For example, if you are a retail store that sells clothing and accessories, you can share the latest collection with your leads via WhatsApp to generate interest. You can even share shopping links with payment options to facilitate a smooth purchase process.
WhatsApp’s Business API lets you communicate with your customers in an innovative way using powerful features like Power Replies and Insta Actions. You can also automate messaging by creating templates to respond to customer queries.
However, you must remember that WhatsApp only allows businesses to message their opt-in customers. To encourage more users to message your brand on WhatsApp, you should offer exclusive incentives and promote your WhatsApp opt-in channel using different entry points.
Automate Your Marketing Campaigns
With the WhatsApp Business API, you can create and automate marketing campaigns that are focused on driving acquisition and delivering post-purchase customer support. The platform offers a one-on-one chat experience with prospects and clients in their preferred environment (messenger app) to drive trust, loyalty and sales.
For example, when a customer clicks on a paid ad, they are directed to a WhatsApp conversation that engages them with the brand right away and allows you to get their name and number without having to fill out tiring forms. This leads to a better user experience and boosts conversions and sales.
You can also use a chatbot to provide product guides and proactively answer frequently asked questions. This gives a personalized experience and enables your team to focus on other tasks that are more important. You can even enable your bot to handle return and refund requests so that customers don’t have to wait for a response.
Selling on WhatsApp is an essential part of growing your eCommerce business. The messaging app allows you to reach a massive audience and engage with customers in real time. It also provides a more personalized shopping experience. This type of communication builds trust between businesses and customers.
Moreover, customers feel comfortable communicating their queries on WhatsApp, as it provides more privacy features and promises a cohesive experience from communication to purchase. WhatsApp e-commerce also helps you reduce costs by eliminating the need for developing bespoke customer support channels.
Using WhatsApp links to promote your products and services on other social media platforms can help you drive 45%-60% more sales. However, it is important to know your audience and create a publishing cadence that works for you. Avoid over-messaging as it will push your users away. Short WhatsApp messages with a link tend to perform well. You can also use WhatsApp Catalog to highlight new inventory and promotions on a regular basis.