WhatsApp is the leading, popular messaging platform in the world started in 2009. The world is on smartphones, using WhatsApp as the primary channel for communication with friends, relatives, acquaintances and also for business purposes i.e. with customers and associates.
WhatsApp has got more than 2 billion users across the globe, out of which, almost half a billion are just in India. As per the last report from Oberlo, almost 65 billion messages are sent by global active users.
So, if you are not utilizing WhatsApp as a communication channel with your customers, your business is seriously lagging!
You are aware or not, the basic WhatsApp Business App allows you to send and receive safe and secure messages to your customers for free with the use of the platform.
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Need of WhatsApp Business for eCommerce Businesses
The eCommerce industry continues to grow faster as customers prioritize the speed and convenience which an online shopping experience offers. Apart from this rapid growth, there is a major ‘switch’ in the way people communicate with each other and with businesses. This has been taking place behind the scenes, where new technologies are available to expand your reach and offer a customer experience that reflects your brand across every inside stage.
Business messaging is a great communication tool for eCommerce brands who want to deliver fast. So, every brand needs to retain personalized, and engaging customer interactions in each phase of the customer journey.
It is a million-dollar question for every eCommerce brand that – What is required to increase the sales?
So, interacting with customers via WhatsApp Business Platform is a great start.
As per Spectrum’s State of WhatsApp Business Messaging report, 69% of customers said that they are more likely to buy from companies that enable them to interact with brands via WhatsApp. This provides a big and promising opportunity for various eCommerce businesses.
The WhatsApp Business App has become a favorite for small and medium sized enterprises providing easily connecting features with customers, highlighting products and services, and answering customer queries. While the WhatsApp Business App has some limitations for a WhatsApp eCommerce store.
So, the ultimate choice was to find a powerful, advanced App. And so, WhatsApp Business API for eCommerce is available. WhatsApp Business API Provider provides facilities to send WhatsApp notifications, reminders, providing prompt customer support etc. to a larger volume of customer database. Obviously, it’s helpful directly to large-scale businesses.
Now, let us unfold the entire insights about WhatsApp Business API for eCommerce.
WhatsApp Business Platform enables, specifically enterprise size businesses, like eCommerce brands to connect with their customers via the massively popular messaging app.
As any business scales up, it requires more advanced and strong tools to support their sales, marketing and customer support. Here is where the WhatsApp API for eCommerce, or WebMaxy WhatsApp Commerce platform, comes into action.
WhatsApp eCommerce API is a whole new opportunity that fast-growing businesses are leading today. This is true especially for eCommerce Businesses, leading to limited actual and offline customer interaction. It is essential for such businesses to make the customer experience -easy, instant and interactive.
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How to use WhatsApp Business API for eCommerce?
1. Run ‘Click to WhatsApp Ads’ on social media:
Conversations can bring more conversions for big brands. With the help of WhatsApp Business API, you can also set up phases or landmarks to start the conversation and take up orders on the chat. It can update the interested buyer with more product information. WebMaxy WhatsApp Commerce, built on the WhatsApp Business Platform provides a dedicated dashboard to track your ROAS and other campaign analytics.
2. Send promotional messages:
Promotional messages have the power to convert visitors into customers in a few moments. Along with WhatsApp they provide a proper sales strategy for you.
3. Set up auto-replies for FAQs:
You can set up auto-replies for basic and routine customer queries (FAQs) to retain and acquire every customer. This is an advantage of WhatsApp automation.
4. Recover abandoned carts:
Use automated WhatsApp notification campaigns on WhatsApp to improve your sales number and retarget missed customers and abandoned carts.
Merits of WhatsApp Business API for eCommerce
1. Smooth Access to Conversational Commerce
For any industry, staying updated with the most recent trends is the only way to survive and progress in our evolving world. A regular focus for a WhatsApp integrated eCommerce store is a way of customer interaction and offer support virtually. It is crystal clear that conversational commerce is now an integral part of the customer journey. It is the future for the eCommerce industry.
According to the Boston Consulting Group (BCG) and Facebook research done for Indian consumers, conversational commerce is very much trending in categories like fashion and food delivery services. These categories have momentary purchase decisions more often.
However, competition is vicious in the eCommerce world. WhatsApp integrated eCommerce stores find it hard to keep up with well-established WhatsApp integrated eCommerce stores that have advanced features, CRM systems and chat bots.
2. More Conversations
Interaction with new customers is the most important part of the eCommerce process. WhatsApp API for eCommerce entirely automates this process and allows your business to receive customer data with a simple click-to-chat link.
To assist your customers with the buying process, you can include a click-to-chat link which will take them to a WhatsApp Chat with you. Your customers also get the option of opting in for WhatsApp notification from your brand.
This way you can send prospective customers notifications and updates.
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3. Using Notifications to combat abandoned shopping carts:
The biggest issue in the eCommerce journey for every eCommerce business facing is shopping cart abandonment. Today, people are scrolling regularly with their phones for online shopping every now and then. There is a very large volume of content available online for consumption. This simply distracts the customers, and the cart remains abandoned. To solve this issue, mobile-driven conversation strategies are required. You can send reminders to complete the pending purchase to the customers.
Once your customer has opted-in for receiving messages from WhatsApp, you can notify your customers and support them to complete their purchase journey.
If you use WhatsApp chat for your online store on Shopify, send automatic WhatsApp notifications to your customers whenever they abandon their cart on your Shopify store.
This is simple, if you have a ready template message for the same.
There’s more – with the help of a variety of templates, you can customize each message for a customer to add a personal, individualized touch!
Check here an example of a template you can use to remind your customers of their shopping cart:
➤ <Header> Hey {{1}}, thanks for visiting our store!
➤ <Body> We noticed that you had trouble completing your recent purchase.
➤ Don’t worry – we have temporarily reserved the items in your cart for you!
➤ Let us know if you have any questions – we’re more than happy to help!
➤ <Button> Need Assistance
4. Easily Handle FAQs
If you are an eCommerce business, if you really want to offer your customers a seamless shopping experience. Right from the first visit to your website until the final payment for the purchase, customers always have a query before they decide to complete the purchase.
These frequently asked questions may be about product or company information, refund policies, delivery issues, payment related queries and more. Several times a customer could complete his purchase journey, because he did not receive the right or satisfactory answer to his query.
With WebMaxy WhatsApp Commerce, you can replace the rigid process of your customers reaching out to you by email and the further process delaying their purchase.
With WhatsApp Business API for eCommerce, the Quick Replies feature is a genuine way to handle all customer FAQs via automation and raise your conversion rate as an immediate solution.
You can access the quick replies from your dashboard of WebMaxy for many replies. Welcome message or a delivery update message, you can pre-set it for convenience and time saving.
5. Contemporary Post-Purchase Experience
Once a customer has booked an order, you can offer them a good post-purchase experience on WhatsApp.
You can scale up this experience with:
- Order Status Notifications – WhatsApp Business API for eCommerce provides an interactive way to communicate with your customers whether it is sending order confirmation, payment updates or stock alerts.
- These WhatsApp notification messages help to boost your customer interaction via conversations. There is no need to over-message or SPAM your customers with emails and SMSs that have lower opening rates. Instead, you can give them access to all this information on WhatsApp, the leading messaging app!
- Delivery Tracking – Enable your customers to know exactly where their package is, so they do not need to switch between apps for delivery tracking.
- Collect Feedback– Once your customers receive their delivery, you can ask for feedback via WhatsApp Business API and use this data to understand your customers for the future interactions.
- Personalized Customer Support
WhatsApp API for eCommerce is a vital tool for businesses in this digital space. It facilitates personalized interaction between them and their customers. This tool gives access to an ideal customer service experience. With all WhatsApp Business API’s unmatched features, every business can win customer’s trust and develop a loyal user base.
Moreover, personalization is one of the key determinants of marketing success. And WhatsApp Business API gives you the real chance to add a more personalized and ‘human’ touch to your customer support.
With WebMaxy WhatsApp Commerce, you get access to a smart WhatsApp chatbot. It helps you get a best understanding of your customers and their requirements every time you interact with them.
For business purposes, Meta started using the term “WhatsApp Business Platform” in 2023, which was earlier called as “WhatsApp Business API”.
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Use Cases of WhatsApp Business API for eCommerce
There are various smart ways for businesses for using WhatsApp. Refer here some key industries that are getting advantages from using WhatsApp Business API, and how they’re efficiently using the same for customer communications.
Financial Services
Financial services organizations are consistently looking for innovative ways to improve customer experiences. With WhatsApp Business API, Banking and financial services can empower conversational banking by offering real-time account balances and transactional activity, transaction records, and reminders in a most secure way.
The other interesting use case for WhatsApp Business API is two-factor authentication (TFA) messages. Because WhatsApp offers end-to-end encryption, it can help banks makes sure that members can quickly, securely access their bank accounts.
These powerful examples (and more!) are just a highlight into the prospect that WhatsApp brings to the table to share to excellent customer service experiences in banking.
WhatsApp Business integrations and its encrypted, rich messaging features making it most suitable for offering conversational banking experiences.
Retail and eCommerce
For big retail enterprises or e-commerce platforms, WhatsApp can work as a platform for individualized shopping support. Using WhatsApp’s two-way interactive features, retailers can improve the shopping experience by giving product recommendations, rewards offer, or more.
Additionally, there’s a sturdy case for transactional retail messages sent with WhatsApp because of its high engagement rates. It’s good for messages like order confirmations, receipts, and delivery updates that keep customers connected during their entire shopping journey.
You will find a real-life example of a retailer that uses WhatsApp API here.
Just check the case of Orion Mall in Bangalore. They have a WhatsApp chatbot with a name Orion Genie that automates answers to FAQs round the clock and, most effectively, bring more visitors to the mall.
They expect the tool to support them in double up the number of visitors during the busy holiday season!
Orion’s chatbot has over 3,500 conversations now with customers every month. The mall has already found an increase in foot traffic, The fast, reliable information provided by Orion Genie was an appreciating act with many thanks.
Travel and hospitality
The most common ways travel and hospitality businesses can use WhatsApp Business API is to provide customers with details about intended destinations, and real-time updates on travel itineraries, having also flight or hotel booking confirmations. This can keep them updated during their busy and in some specific stressful travel experiences.
For airlines, WhatsApp facilitates s a comfortable channel to share travel logistics, like seat selection and boarding passes. Also, in case of reservation issues, WhatsApp can be suitable for delivering timely, conversational help when your customers need it asap.
Telecommunications
Customers expect more from their mobile service providers today, and many operators see a high churn rate upon issuing the very first bill. Interaction with WhatsApp channels can help with this dynamic. Sending individualized messages and videos via channels like WhatsApp can help clarify charges and reduce churn by supporting you setup a personal connection with your customers.
WhatsApp also serves as a valuable customer service channel for sending tailored reminders about invoices and upgrades, if you need to enhance renewal rates and increase conversions.
Medical services
Medical services applications on WhatsApp can be somewhat more restrictive because there is more approval processes needed. Anyhow, once you’ve secured the ability to use the channel, it offers definite merits for enhanced patient engagement.
With WhatsApp API, healthcare providers can send appointments updates, feedback forms, public health updates, and telecommunication services, resulting in best health outcomes.
A wonderful example of this use case is Salud Digna, a non-profit healthcare provider from Mexico. Salud Digna used WhatsApp Business API to allow safe, easy access to lab testing appointments and outcomes during the COVID-19 pandemic.
Their WhatsApp virtual assistant allowed them to quickly address common questions that earlier would’ve required during an in-person visit, supportiing to make sure that great service for clients and healthier working conditions for employees working in direct contact with patients at open clinics.
The results are tremendous: 5.1 million COVID-19 test appointment confirmations delivered, two million test results securely and automatically informed, and 89% of chats no more requiring a live agent.
Conclusion
This is the most suitable time for your business to integrate your customer support systems with WhatsApp Business App, world’s largest messaging app. And there’s no better way to get connected with WebMaxy WhatsApp Commerce – with an easy and instant sign-up process.
An easy onboarding process, access to automated notifications, contacts management, most importantly – instant customer support throughout your WhatsApp Business journey with us.
With WhatsApp Business API for eCommerce, retailers can work on marketing strategies, lead interactive conversations and boost their sales.
