WhatsApp has become an ally to create exceptional experiences and boost customer loyalty. The possibilities of WhatsApp commerce are limitless. Explore 10 powerful ways to use WhatsApp commerce for your brand
Loyal customers are born out of consistency. No matter how they are interacting with a brand, every touchpoint should be connected.
In order to create great relationships, it is important to assess and analyze the journey from the customer’s standpoint. This will allow the brand to deliver consistent value that drives loyalty.
With more than 100 billion messages exchanged every day, WhatsApp has become an ally to create exceptional experiences and boost customer loyalty. Whether it's an e-commerce or a retail brand, the possibilities of using WhatsApp commerce are limitless.
What is WhatsApp Commerce?
WhatsApp commerce is a recent business model wherein businesses can interact with customers and offer products and/or services using WhatsApp as a primary channel. The WhatsApp Business API allows brands to create templates and send notifications, WhatsApp promotional messages, and alerts to their customers.
For most brands, WhatsApp acts as an app proxy since it is already on the user’s phone. In fact, compared to emails, WhatsApp messages are opened 99% of the time. This gives a brand ample opportunity to grow and cultivate loyalty with customers on a 1:1 level
WhatsApp Commerce Use Cases and Examples?
The pandemic has made a significant impact on modern consumer needs and sentiments. Hence, the newly adopted objective is to guide customers through their journey and not merely convince them to buy a product. Here are some WhatsApp Commerce Use Cases to explore:
1: Product Discovery
It can be rather daunting for a shopper to continuously keep browsing to find the product they are looking for. You can leverage WhatsApp to help find the right products and process orders on the go to power product discovery.
For instance, a customer landed on your summer collection ad and liked the yellow dress but wanted to explore more. They clicked the “Send Message” button to enquire about the products on WhatsApp. Your WhatsApp chatbot can immediately send product details, images, and prices to help the customer with what they are looking for.
2: Product Recommendations
Product recommendations are a great way to increase your average order value and boost revenue. Leverage WhatsApp to send product recommendations while you are already conversing with the customer.
For example, a customer enquires about the availability of a pair of shoes in size 38. The bot confirms its availability and in turn recommends getting a shoe cleaner and a brush. The customer may find it valuable since it complements the purchase, thus increasing the average order value.
3: Ease of Transactions
Research shows that over 3 out of 4, shoppers choose to abandon their carts. A common reason can be a lack of payment options or a delayed checkout process. This is where WhatsApp comes into the picture. You can use WhatsApp to make it easier for your customers to process transactions. Send a payment link when the customer has added products to the cart and is ready to checkout.
4: Product Demonstrations
Product demonstrations are a great way to spark curiosity in your buyers. WhatsApp’s rich media features allow you to send product demonstrations to customers who want a closer look. You can share different information using emojis, images, educational videos, or pdf files. This allows you to respond to product queries on the go and cater to the specific needs of your buyer.
5: Customer Loyalty
You can also cultivate customer loyalty by alerting existing customers about your new collection, offering exclusive coupons to members, and more. Here is an example
In this case, the brand laid out all the benefits of being a loyal member of the brand. The brand also highlighted the shopper’s progress to become a member of the program
6: Abandoned Cart Recovery
An abandoned cart is an inevitable part of an eCommerce brand. 55% of shoppers abandon carts if they have to re-enter their credit card or shipping information whereas 46% of shoppers abandoned because a discount code doesn’t work. You can leverage WhatsApp to reengage shoppers who have abandoned their carts.
Here are some examples you may find helpful
7: Personalized Offers
Personalized offers are a great way to add an additional layer of connection between a brand and a customer. Personalization helps your brand create unique and relevant experiences that are more customer-focused. In fact, a report found that 44% of consumers say they may become repeat buyers after a personalized shopping experience with a brand.
You can connect your online store to your retail store by sending location-specific products available at the customer’s nearby store. You can also use personalization to send event-specific recommendations to shoppers browsing your site.
WhatsApp - The Future of Commerce
WhatsApp is no longer a support channel but a support+commerce channel. WhatsApp commerce has become the new way of doing business. From placing an order and processing transactions to offering post-sale support, WhatsApp has become the best friend for all your business needs.
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