4 ways to use WhatsApp across the customer lifecycle
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The golden rule of business is to be where your customers are. With a staggering 2.5 billion monthly users, WhatsApp stands out as the leading mobile messaging app worldwide. Its user-friendly chat interface simplifies customer interactions, whether for product inquiries, customer support needs, or feedback.
But, just knowing you need to use WhatsApp is not enough. The big question is: "How can your business leverage WhatsApp to enhance customer experience?" In this blog, we will explore how WhatsApp for Business can empower your business to connect with customers throughout their journey. This includes delivering promotional messages, timely alerts, notifications, and providing round-the-clock customer support.
Key features of the WhatsApp Business Platform
Verified profiles: Establish an authentic business presence by creating a profile with your company's logo, description, contact details, and a verified badge.
Proactive notifications: Keep customers informed with notifications on purchases, account updates, and reminders, ensuring timely engagement at various touchpoints.
Contextual promotional offers: Engage opted-in customers with targeted promotional messages on WhatsApp to drive conversions and enhance customer loyalty.
Rich media: Share multimedia content such as audio files, videos, documents, images, and locations, to enrich your messaging.
Interactive messaging: Enable customers to take action directly from WhatsApp messages, such as purchasing products, initiating returns, or raising issues, using quick reply and CTA buttons.
End-to-end encryption: Ensure the security and privacy of customer interactions with WhatsApp's robust end-to-end encryption, safeguarding all messages sent and received.
Smart ways to use WhatsApp Business API
Promotions and Customer Acquisition
Harness the power of the world's most popular messaging app to connect with customers and prospects, maximizing your marketing investments. Here are various messages you can send via WhatsApp:
Recover Abandoned Carts: Reach out to customers who left items behind with friendly reminders and special offers.
Product/Service Promotions: Use WhatsApp to notify potential customers about restocked items, and share expiring discount codes. Include a payment link with each message for a seamless purchase experience.
Personalized Offers: Tailor offers based on customer segments, purchase history, special occasions, festivals, and more. The opportunities for personalized engagement are almost limitless!
Purchase confirmations, invoices & alerts
Keep customers informed with timely updates and alerts on their purchases. Utilize WhatsApp to send instant notifications for purchases, delivery statuses, support ticket updates, payment confirmations, usage/expiry alerts, and more.
Post-purchase engagement messages
Maximize customer lifetime value by nurturing and engaging your current clientele. Connect with customers post-purchase/service with the following strategies:
Capture feedback: Streamline feedback collection by automating the process. Send customers a feedback form link immediately after their purchase or service, fostering trust and cultivating long-term relationships.
Referral requests: Simplify referral initiatives by configuring WhatsApp APIs to send out referral links based on business or customer triggers.
Re-engagement campaigns: Combat customer inactivity with targeted WhatsApp messages featuring exclusive offers. Re-engage opted-in customers who have shown no recent activity or purchases within a specified timeframe.
Ensure prompt customer support
Increase customer satisfaction and streamline operations by setting up predefined responses for common queries (like balance inquiries) and utilizing advanced AI-powered bots to interact with and assist customers. Incorporate rich media such as audio, video, images, files, and location sharing into responses to effectively resolve customer inquiries.
To start using WhatsApp for your business, you can sign up for a Webex Interact account here.