It is a proven fact that positive customer experience leads to better revenue opportunities for companies. With 89% of businesses competing primarily on customer experience, you should look for new ways to differentiate yourself. As the third most downloaded Android application in Google Store, WhatsApp offers immense opportunities for businesses to engage with customers. Let's explore how WhatsApp can help you take customer's experience to a new level of engagement.
- Why Use WhatsApp to Craft Better Customer Experiences?
- How Can You Use WhatsApp to Boost Customer Experience?
Why Use WhatsApp to Craft Better Customer Experiences?
A recent study states that nearly 80% of American consumers say convenience, speed, human touch, and knowledgeable help are critical elements of a positive customer experience. The end-to-end encryption of WhatsApp offers businesses a private, secure, and fast way to redefine communication with customers. Whether you want to send regular order updates or enhance the customer journey, the messenger offers businesses multiple features to boost their sales funnel.
Here are some features of WhatsApp that you can leverage for your business:
✅Supports more than 60 languages
WhatsApp is available to a worldwide audience in 40 languages on iPhone and up to 60 on Android. It creates a digitally inclusive environment where brands can connect with their target audience from anywhere in the world and eliminate the language barrier.
✅Showcase your catalogs
A WhatsApp catalog is a professional and convenient way for businesses to showcase their inventory to their customers and enhance the shopping experience.
You can now integrate WhatsApp Business API to your CRM software like Salesforce to get all the data about your customers in one place. Through this data, you can analyze your WhatsApp marketing strategy and use innovative methods to reach your target audiences.
✅Make things quicker with chatbot messages
There will be times when you will be away and not able to respond to your customers. Nearly 46% of customers expect businesses to respond to their queries in less than four hours, so you need to find the fastest route to connect with them. Thankfully, you can store quick replies and automate them for your customers through WhatsApp to make them aware that you will be back and tend to their queries.
✅Use rich media integration to interact with customers
From text messages to GIFs, images, videos, and other documents, you can send media-rich attachments to your customers to help them learn more about your products and services. Send WhatsApp promotional messages with rich media texts to keep your customers engaged.
How Can You Use WhatsApp to Boost Customer Experience?
In an era of accelerated digital transformation, successful businesses know how to create stand-out customer experiences. Now, you can scale your marketing efforts without spending thousands of dollars with WhatsApp. If you are new to WhatsApp marketing, here are some tips and trends that you should know to curate a personalized digital customer experience strategy.
1. Send Well-Crafted Messages
A company is much more than just products or services. And how you communicate your vision and mission can affect the customer experience. But sometimes, companies send many spam messages that can get you blocked. This is why you should focus on content marketing while designing your WhatsApp marketing strategy. From choosing the tone of the message, using appropriate emojis to deciding the message length, you should pay attention to the details to increase the shareability of your campaigns.
2. Create Highly Personalized Campaigns
WhatsApp offers you personal access to your customer's address book. By gathering data about your customers, you can create multiple user segments, label them, create personalized templates and send them accordingly. The instant messaging platform also lets you promote special deals through WhatsApp stories. Designing personalized campaigns is the best way to enhance customer loyalty and incite action. Personalization is also an excellent way for brands increase their average order value as it makes the customers feel heard.
3. Converse with Context
Handling customer conversations can either make or break their experience. With over two billion active users on WhatsApp, businesses must lead customer conversations to prevent confusion or miscommunication.
The best thing about WhatsApp is that you can converse with your customers without losing the thread and context. Looking up a customer's previous chats can help a customer service agent or representative deal with issues. Also, if the customer wants to pause the conversation and comes back later, you can pick up by referencing the chat earlier.
4. Win Back Customers through Reminders
Mobile users have a higher abandonment rate of 85.65%. This shows the importance of optimizing your e-commerce store for your mobile users. Most customers need multiple data touchpoints before they are ready to commit to a purchase. You can gently remind your customers through WhatsApp that they have items left in their cart and nudge them to complete the purchase.
For instance, the streaming giant Netflix created a campaign in 2017 that kept users engaged with personal recommendations through its WhatsApp campaigns. The company targeted users who have canceled their subscriptions with new show announcements and reminders to win them back. In the end, improving the customer experience is making a concerted effort to make the conversion process as seamless as possible.
5. Stay in the Loop with New Features and Updates
WhatsApp is an ever-evolving platform that taps into the needs of modern customers. Although marketing with WhatsApp helps you modernize your approach to providing support, you can explore new tools and trends to take the customer experience one step further.
For instance, 84% of customers reported that the ability to communicate directly with a brand would motivate them to participate in their online community. Through WhatsApp groups, you can create a community and encourage discussions. Similarly, you can use the voice messaging feature to communicate with your customers for a faster resolution.
That's a Wrap!
WhatsApp has transformed the way brands communicate with customers in a good way. The reliable messaging platform has created a digital ecosystem for a seamless customer experience for brands. At this point, every big company is investing in an omnichannel marketing strategy. So using WhatsApp marketing is a cost-effective way to drive conversions, improve sales, and build a lasting relationship with your customers. Are you ready to level up your WhatsApp marketing game? Book your demo with Vizury today