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 ecommerce 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 its 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
Read also Top 48 WhatsApp Statistics You Must Know
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 it 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 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 allows 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 specific needs of your buyer.
#5: Customer Loyalty
You can also cultivate customer loyalty by alerting existing customers on 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
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
In this case, the WhatsApp commerce bot of the brand offered a discount coupon to incentivize the shopper to complete the purchase.
In this scenario, the brand created a sense of urgency by setting a limited time to incentive the shopper to complete the transaction.
In this scenario, the brand sent relative customer reviews of the selected items to incentivize the shopper to complete their purchase.
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.
In this case, the WhatsApp commerce bot was able to collect data (dresses and dinner date) and recommend products based on the customer’s query.
Order Confirmation and Delivery Updates
Send order status updates to shoppers to keep them informed. When a customer sends an inquiry about the delivery status of their recent order, the WhatsApp commerce bot can immediately pull data and inform the customer based on the order id. Your brand can also go one step further and confirm the order and set an expected delivery date.
“50% of participants who messaged businesses did so across all the stages of the customer journey,” a Facebook report. And over 61% say that messaging is the easiest, most convenient way to contact a business.
WhatsApp allows your brand to offer post-sale support in real-time. This will allow you to cater to the immediate concern of the customer leaving your agents with more dire issues.
In this case, the customer reported his issue and received a resolution in real-time. The brand further goes on to make amends with the customer and to stay connected by offering a discount coupon that can be used at a later date.
Read also How to Improve Customer Satisfaction?
Reward your customers with promotional offers, seasonal sale discounts, and more on WhatsApp. You can also personalize your shopper’s experience by sending offers such as birthday offers, anniversaries, and others.
Use WhatsApp to send your brand’s ongoing weekly deals to incentivize shoppers to make a purchase.
In this case, sending a weekly deal of buying 2 shirts and getting a 20% discount on their next purchase will not only increase your AOV but will also make your customer buy often with your weekly special deals.
Festive Sale Offers
Customers love to buy products when they receive discounts. A study found that consumers, on average, deemed discounts and coupons to be very important during their digital purchasing decisions. Get your shoppers excited about the festive season with personalized festive offers based on their tastes and preferences using WhatsApp commerce.
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. Ready to revolutionize your customer experience with WhatsApp?
Book a demo today!