Using WhatsApp to Enhance eCommerce Customer Journey

When it comes to eCommerce, it is essential to have conversational interactions with customers. Engaging and speaking to your target audience allows you to deliver conversational and personalized experiences. That is where WhatsApp comes into the picture.

 

It enables eCommerce retailers to offer timely help to customers and ensure relevant interactions. That provides value to customers and makes them more loyal to the brand. WhatsApp messages can be sent to customers at every stage of their journey, allowing eCommerce businesses to forge long-term relationships with their target audience.

WhatsApp eCommerce Statistics

Did you know that 15 million businesses are on WhatsApp in India? Nearly 67% of Indian customers depend on WhatsApp for support from their favorite brands. However, that is not all.

Statistics show that nearly 40 million people make use of WhatsApp to view product catalogs each month. The open rate for these messages by brands is an amazing 99%. That makes WhatsApp the perfect channel to run eCommerce campaigns and send transactional and interaction messages to existing and potential customers.

Why eCommerce Businesses Should Use WhatsApp

If you are still wondering why your eCommerce business should use WhatsApp, here are some compelling reasons.

Flexible Marketing Channel: WhatsApp allows you to improve customer engagement and at the same time, you can make the most of every interaction. Not only can you attract new leads using unique entry points but you can also send promotional messages based on customer’s past behaviors. Using WhatsApp allows you to maximize marketing investments.

Boost Customer Satisfaction: When your business improves customer satisfaction, you will not lose them as it enables you to improve loyalty. You can use WhatsApp to provide automated conversational support and this works to improve the customer journey. As a result, customers are more likely to buy from you again.

Fewer Customer Complaints: When customers are satisfied with their purchase, there are fewer pain points and complaints. WhatsApp allows you to give prompt responses and resolve issues faster. Since most people check WhatsApp throughout the day, you can use it to forge deeper connections with your customers.

Better eCommerce CX: While eCommerce is about providing customers with a secure buying environment, it is also about improving the customer’s experience while shopping and browsing. You can use customized WhatsApp messages based on browsing and buying behavior to send customers more relevant messages. That improves their customer experience and boosts engagement.

How to Use WhatsApp for eCommerce

Here are the steps that you need to follow when you use WhatsApp for eCommerce:

Discovery:

You can place ads on social media platforms that take customers to a WhatsApp conversation with your brand. This allows customers to get easy access to a chatbot or your support team to find answers. You can also add QR codes to your ads to make this stage more user-friendly.

Consideration:

Once your target audience has subscribed to WhatsApp notifications or started a conversation with your brand on the platform, you can send relevant offers to them. It is advisable to send engaging promos to drive sales and also to stay in their minds when they looking at other options.

Purchase:

Make repeat purchases simple and quick using WhatsApp lists. If you sell products that require repurchase, this is extremely useful. You can use a customer’s previous order history to facilitate a repeat purchase.

Delivery:

Most customers like to receive updates about their orders. You can meet this need by sending delivery updates on WhatsApp and also sending a link that allows them to track their order. Do this before your customers reach out to you to find out the status of their orders.

Re-engagement:

Once the customer makes a purchase, keep the conversation going by sending recommendations on products that they may like. You can do that over WhatsApp. It is also a great way to upsell and ensure customers see your products without having to visit your webstore. 

Use Sinch’s WhatsApp Business API to Create a Stellar eCommerce Customer Journey

WhatsApp messages can help eCommerce businesses improve their customers’ buying journey. It is easier than ever to send messages over WhatsApp, thanks to Sinch. You can use Sinch’s WhatsApp Business API to engage your customers, build brand awareness and loyalty, and provide an exceptional customer experience.

This WhatsApp Business API allows you to reach out to WhatsApp users not just in India but across the world. You can use advanced analytics to find customers’ behaviors to optimize campaigns. You can also use the WhatsApp Business API to automate information on product requests and order tracking.

Sinch’s WhatsApp Business API enables you to start WhatsApp conversations. You make your eCommerce brand more trustworthy and reliable as you get a verified account. You can also use a variety of templates to create more engaging content. The best part is that Sinch’s API supports multiple languages. So, you can use WhatsApp to interact with customers in their own language.

Go ahead and use WhatsApp Business API to enhance your customers’ journey and make your eCommerce brand a success story.