Use WhatsApp Business API in retail and e-commerce
WhatsApp is essential for future-minded retailers and e-commerce vendors. Most of your customers use WhatsApp for private, safe and comfortable conversations.
From order confirmations and receipts to delivery, after-sales service and customer satisfaction, WhatsApp Business API is offered 24/7.
WhatsApp Business API is easily integrated with your app, including your sales program and CRM program, to give your customers a comprehensive unified channel experience.
Customers can sign up to receive WhatsApp notifications at the point of sale, both in the store and online, by giving their phone number or scanning the QR code.
WhatsApp Business API makes it easy to keep customers informed about their purchases and orders, and easy to contact. They can choose to learn about new products or trends on your favorite channel. It’s convenient and personal. This helps build customer loyalty.
In this article, we will cover some specific WhatsApp usage cases for retailers and e-commerce outlets. For a more overview of WhatsApp Business API, including registration and best practice tips.
In most cases, interactions will include notifications from you to the customer regarding an order, while messages from customers will often be queries about products, availability, or customer service.
Good customer care is critical in this sector. WhatsApp Business API automation gives companies that use it a clear advantage over competitors without it.
No one enjoys waiting in the call queue to talk to the call center agent. If you can offer customers the option to switch to WhatsApp chat to resolve their queries, it will provide them with a better experience.
Customers will usually choose the easiest option. Even if you can’t solve their problems immediately, you can admit receiving the query and don’t have to wait on the phone to talk to anyone. This improves the customer’s experience.
This not only reduces the pressure on call center agents in busy times, but is also much cheaper than maintaining phone lines. It has an indirect effect.
Customers who switch to WhatsApp conversations reduce call waiting times for customers who prefer to stay on the waiting list to talk to a human agent over the phone. This makes their experience better as well.
WhatsApp notification services
Customer notifications will often be sent through whatsapp template messages. They will run through events or timed updates in your back systems – for example, you can send a receipt automatically when your system records that a customer has made a purchase.
Timed notifications may alert the customer that the product is worth the service, or that extended warranty, insurance or subscription service such as an important customer club membership is up for renewal.
Examples of notifications:
Purchase confirmations – receipts or order confirmations
Delivery or tracking notifications
Order updates, such as completing the request
Pre-order updates when the product becomes available.
Customer service via WhatsApp
Quick responses are very important in customer service. A few customers will choose to send an email if an immediate option is available. No one likes to stay on the phone queue for too long.
It is frustrating, when we want to talk to someone about a query or complaint, to find that their working hours are over.
This is where WhatsApp Business API comes in. You can offer customers the option to switch to WhatsApp when your call center agents face a large number of calls, or when your call center is closed for the day.
Once customers know you’re providing WhatsApp customer care, a lot will make it their preferred way to contact you. It is private, comfortable and familiar to the vast majority of customers.
Inquiries from customers will be fed into your CRM program to be selected by your human agents or automated chat bot services.
WhatsApp Chat Bot Services
WhatsApp Chat Bot offers a reliable and low-cost way to ensure 24/7 customer service. It comes in two types — rule-based chatbots, which offer a series of menu-like options, and ai-built chatbots, a more natural way for customers to chat.
Any type of chat bot you choose to hire should provide customers with the option to talk to a human agent instead. While many customers find chat bots comfortable, some don’t enjoy the experience.
Rule-based chatbot services may not offer the option you want, and ai-backed chatbots may not understand the question. Human delivery, with a menu option or smart back, is important to keep your customers satisfied and shared.
However, for many queries, well-designed chatbots will handle the majority of customer queries quickly and easily, much cheaper than any human agent.
Examples of customer care:
Return recovery requests
Request updates or changes
Product availability requests
Payment or invoice queries
Product Service Inquiries.
