Customer Experience expert, Dan Gingiss, says that you need to engage with your customers on the channels and platforms on which they are active. With 1.5 billion users across 180 countries, WhatsApp is a channel you can’t miss out on. Here’s how you need to leverage it.
WhatsApp is now the Go-To messaging platform for most people. It’s come to the point where we’re sending 29 million messages every minute. That’s about 65 billion a day.
This means that people are now more comfortable using WhatsApp than any other platform. So, it makes much more sense for them to be able to interact with you over WhatsApp, rather than forcing them to download your app (let’s face it, we don’t have the storage space or the inclination to get another app). Essentially, engaging your customers over WhatsApp allows you to create a better customer experience.
And interacting with them on WhatsApp has another benefit. The engagement rates are through the roof. While you’d struggle to get a 15% open rate on your emails, WhatsApp messages have an engagement rate of around 70%.
WhatsApp does have certain strategic advantages in some countries. In India, for example, WhatsApp boasts a user base that’s 200 million strong.
Great, but what would I use a WhatsApp chatbot for?
Glad you asked! Let’s say you launched a new product or offered a discount... basically, any major announcement. How do you plan on spreading the word to your customers?
Website announcements and social media posts can be effective, but not as much as WhatsApp.
According to Harper Reed,
"If you get a WhatsApp message, you're probably going to open it!"
So, let's address the question you have on your mind: "How do I use WhatsApp for marketing?"
You can use WhatsApp to share reminders about sales, etc. to your customers. You can use it to share discounts and promotional offers with them. These could be broadcasted to all your customers or targeted via a campaign to specific customers. It becomes even more effective because of the very obvious notifications that WhatsApp sends. It even helps you analyze campaign effectiveness directly on the Instant Web portal
Now, you can do some of these things over email as well. So you might be wondering why WhatsApp marketing is essential.
Firstly, it's because 2 billion people use the app globally. And they love it. People use WhatsApp much more than they use email.
Your customers have associated email with work and stress. They look at WhatsApp as a quicker way of communicating.
Instead of replying with a well-crafted email, they just need to shoot a quick text written in short-hand. Essentially, WhatsApp feels more convenient.
This means results in people checking WhatsApp multiple times throughout the day and only looking at their emails once in a while.
But let's go back to something we already discussed. WhatsApp Marketing is important because of the way we are conditioned towards WhatsApp notifications.
While we might simply swipe an email notification away from our phones, we are far more likely to open a WhatsApp notification and read the message.
Customer Support over WhatsApp
Here’s another reason why you need it. When your customers need help, they don’t want to waste time calling someone up or navigating through your website to find a ‘Contact Us’ section. They want to have their issues resolved in the simplest way possible. If they’re on WhatsApp, you need to be present to provide customer service there as well.
Driving sales via WhatsApp bots
Simplifying sales processes has always been linked to higher amounts of sales generated.
Your customers want you to make it easier for them to buy your offerings. They want to buy your offerings; you're just making it to hard for them to do it.
And how better to simplify the sales process than to empower your customers to make purchases over WhatsApp?
All you need to do is display your catalog over the bot and integrate your chatbot with Stripe or another payment gateway. Then as soon as they select the product, they'll be taken to the payment page.
Customers are rapidly shifting towards conversational commerce. That leaves you a choice - adopt it now or get left behind.
Order tracking on WhatsApp
As soon as a customer places an order over an e-commerce portal, there's one thought that constantly plagues their mind - "Will it be delivered on time?".
Sure, they could track their orders by visiting your website or downloading your mobile app. But that involves too much effort. Besides, who has space for yet another app on their phones?
They're already using WhatsApp...why don't you just send them shipping updates right there?
It eases their anxiety with minimum effort on their behalf and creates a better experience for them. But that's not all.
The transparency that you provide by doing this will even increase their trust in your business.
"So, do you need to build a WhatsApp chatbot?"
Even if you think you’re a smaller business and could handle your clients without a WhatsApp chatbot, you do need to realize that customers today, are spoilt. We want what we want when we want it. We don’t wait for anybody.
So, if you’re unable to interact with customers at odd hours, you could lose out on their business. Besides, your time would be better spent doing something more productive than answering questions mechanically. Here's an article highlighting the best WhatsApp chatbot platforms.
With Instant Web Live Chat, your bot can use artificial intelligence to handle all the routine, monotonous queries in real-time and send only the complicated queries to a company representative. Essentially, your employees get to spend their time on more productive tasks that require an advanced, human intellect.