Chatbots have surely taken the e-commerce industry by storm and made a significant change for good.
Be it 24-hour service or fast answers; chatbots do a good job. They can answer queries of customers without getting tired or even at odd hours too.
Although they sound pretty cool, conversions are still missing out. Here messaging apps can be helpful to boost the conversion rate for your e-commerce business.
WhatsApp can be the game-changer for e-commerce companies as it holds immense potential to enhance customer interaction and turn prospects into potential clients. Considering the massive reach of WhatsApp, businesses can even expand their business by reaching out to customers across the world too.
So, why WhatsApp API instead of chatbots or other messaging apps?
Chatbots have surely taken the e-commerce industry by storm and made a significant change for good.
Be it 24-hour service or fast answers; chatbots do a good job. They can answer queries of customers without getting tired or even at odd hours too.
Although they sound pretty cool, conversions are still missing out. Here messaging apps can be helpful to boost the conversion rate for your e-commerce business.
WhatsApp can be the game-changer for e-commerce companies as it holds immense potential to enhance customer interaction and turn prospects into potential clients. Considering the massive reach of WhatsApp, businesses can even expand their business by reaching out to customers across the world too.
Let’s say, a customer is surfing over your business website through a desktop. It serves well.
If the same customer uses a mobile device, it is a bummer! It’s 2021, and people use more mobile devices than desktops to check out your products or services.
Thus, it is time for the e-commerce industry to transform with time too.
Messaging apps are super fast and people find them easy to use while shopping.
Among the communication channels businesses use, they surely stand out for boosting user experience.
While other messaging apps still struggle to catch up with people, WhatsApp continues to be the top messaging app for people.
Be it staying connected with friends, family or shopping online; people prefer WhatsApp over any other app.
Thus, businesses can expect massive engagement rates if they use WhatsApp as the primary communication channel while interacting with customers.
Happy customers should be the top sales strategy for your business
In an online retail market, where there are a ton of competitors out there for your business, it is wise to plan a smart approach to make your customers happy.
In fact, customer happiness should be the goal of your business. Whether you have a small or big e-commerce business, it doesn’t matter. WhatsApp is more flexible and fits for any size of business.
Conversational commerce is in!
The traditional way of shopping is soon fading away as people look out for a smart way to shop and save some time. Messaging apps give the comfort to get things done with ease. Thus mixing messaging apps and shopping led to conversational commerce.
Through conversation commerce, businesses can interact with customers through WhatsApp and boost conversions or engagement.
Ever since WhatsApp Business API was rolled out, it has become easy to keep people engaged through the touch of personalisation.
We cannot forget the fact that WhatsApp is the most widely used messaging app among people across the world. Thus the reach of customers gets multiplied if businesses make the best use of WhatsApp Business API to keep their customers glued to their products.
A glance at how WhatsApp can help e-commerce companies to boom
Card abandonments
This always gives sleepless nights to every business offering online shopping.
A customer who abandoned a sale just a few minutes before making the payment is a piece of bad news for businesses.
Since most of the millennials use mobiles for shopping, businesses need to keep them engaged on this device. And, what is the best way than a messaging app WhatsApp? The focus should be less marketing and add a touch of conversation with customers.
Dig deeper to know customer preferences
Selling a product through fancy discounts or deals is outdated now. People are no longer fans of such marketing strategies.
Instead, reach out to customers and guide them in their buying journey.
Was it a technical issue? Or a customer found it hard to checkout?
Your job is to guide customers and get them buying your products through WhatsApp Business API.
Make the best use of 24-hour support window
It is a solid chance for businesses after a customer starts a 24-hour support window through WhatsApp. Of course, two-way communication becomes easier but businesses need to avoid spamming customers.
Real-time conversations and huge character limits make WhatsApp Business API a powerful tool to avoid retail customers from bouncing away.
Cart abandonments or unfulfilled sales issues can easily be resolved in this way.
Robust security
In any online business, the threat from cybercriminals is inevitable.
Be it fake transactions or stealing of payment details, cybercriminals are always waiting for a good chance.
Thus, e-commerce companies need to look out by keeping accounts safe.
If your business gets verified as a WhatsApp online store, it instantly creates trust among your customers.
All thanks to Two-factor authentication, customers can share their information without any worries.
Green badge to create trust
Among many competitors, you can still stand out and grab the attention of customers through the Green badge assigned to your business profile.
Moreover, customers are more likely to trust brands with green badges as it sends out the genuineness of products or services.
Status of delivery
In the e-commerce business, on-time delivery is super important for customer experience.
If delivery of products is late, it makes customers send out instant negative feedback. And, no business is okay with it.
At times, it is not quite easy for on-time delivery but your business can still control the communication workflow, right?
Perfect communication with customers can be helpful here.
Messages such as “Your product is on the way” or “You can expect delivery after a few hours” can make customers feel relaxed. WhatsApp can help businesses here.
Option to reschedule
Let customers feel in charge, allow them some room to schedule or reschedule their delivery so that they can trust your service. Little options while communicating with customers can boost up their experience and they might even share positive feedback.
Easy follow-ups
Poor customer support can make customers lose interest in products or services.
Besides, no one likes to take the help of customer support as it takes forever to get things done. WhatsApp online order can help businesses here and save time for customers.
Follow-ups through WhatsApp are quite easy as customers are willing to respond. While follow-up through e-mail might lead to losing potential clients as only a few check their mail.
Saving previous purchase history
Now customer support never has to do their homework before calling out customers. Through WhatsApp Business API, past purchase history of customers can be easily saved.
Collecting customer feedback
Feedback is now easy to get for businesses as WhatsApp offers textual feedback from customers. Thus, management can create strategies to boost customer engagement in near future.
Easy integration with CRM
WhatsApp allows easy integration with CRM to monitor customer preference, ticket resolution and boost customer experience.
Twerlo can help you to make the best use of WhatsApp to scale up your e-commerce business. We help your brand engage with customers using a verified WhatsApp account. We also offer customer support features to enhance customer experience.
Your business can also import contacts to Twerlo Connect platform in ‘csv’ format.
Private notes can be added before assigning chats to your human agent team to save previous customer interaction.
Reach out to Twerlo and boost your business.
