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WhatsApp for retail
WhatsApp for retail

Boosting retail ROI and customer satisfaction with WhatsApp live chat

Boosting retail ROI and customer satisfaction with WhatsApp live chat

6 May 2024

WhatsApp

In this blog

    Ready to reach customers with WhatsApp?

    Grow sales by 160%

    Cut service costs by 73%

    Boost responses by 40%

    WhatsApp for Business solution by Cue

    As a retailer, it’s difficult to keep up with the never-ending demands of modern customers. You've tried traditional marketing methods, but the ROI just isn't cutting it. Your customer support team is overwhelmed with inquiries, and you're losing sales left and right. The solution? WhatsApp live chat.

    In this blog post, we'll explore how WhatsApp live chat can boost customer satisfaction and drive sales like never before. We’re going to show you how to leverage WhatsApp to create a smooth shopping experience that keeps customers coming back for more.

    Why Retail businesses should use WhatsApp

    Your customers already have the app installed on their phones, tablets, smartwatches, and laptops. Being on WhatsApp as a retail business allows you to extend your store into your customers’ pockets. Here's why WhatsApp is the perfect solution for the retail industry:

    • Increased engagement: 78% of customers prefer to message brands via WhatsApp, Facebook Messenger, and Instagram. WhatsApp allows retailers to meet customers where they already are, creating genuine conversations and building lasting relationships.

    • Improved customer satisfaction: 69% of customers are more likely to buy from a brand if there's an option to chat via WhatsApp. Live chat provides instant, personalised support, leading to happier customers and higher satisfaction rates.

    • Increased conversion rates: 82% of customers made a purchase after messaging with a brand. WhatsApp live chat opens that direct line of communication, allowing agents to sell and upsell products via WhatsApp.

    • Real-time engagement: 51% of customers are more likely to stay with or buy again from a company that offers live chat support. With WhatsApp, retailers can answer questions instantly, offer personalised recommendations, and guide customers through the purchase process.

    Why WhatsApp over SMS and emails

    When it comes to customer support, boosting ROI and marketing efforts, WhatsApp outshines traditional channels in several key areas:

    • Higher open rates: WhatsApp messages have an open rate of 98%, compared to just 23% for emails. This means your promotions and updates are more likely to be seen and acted upon when sent on WhatsApp.

    • Faster response times: 71% of customers believe that a quick response from a live agent can drastically improve their customer experience. WhatsApp live chat allows real-time, on-demand support, keeping customers satisfied and loyal.

    • Multimedia capabilities: WhatsApp allows retailers to share images, videos, and documents, creating a more engaging and interactive customer experience. This is particularly useful for showcasing products, providing tutorials, or sharing promotional materials.

    • Interactivity: WhatsApp allows retailers to use interactive features like buttons, and quick replies. Compared to SMS with no interactive features and email with limited features, WhatsApp makes it easy to reach more customers and get them to take action.

    How retail businesses can use WhatsApp live chat

    Personal shopping assistance

    Retailers can offer real-time product recommendations and expert advice through WhatsApp live chat, helping customers make informed decisions.

    Benefits:

    • Increased average order value: Personalised suggestions can encourage customers to purchase more items or higher-priced products.

    • Higher conversion rates: Offering expert advice and helping customers find the right products for their needs leads to increased sales and higher conversion rates.

    Order and shipping support

    Live agents can provide instant assistance with order inquiries, store pickups, and shipping information through WhatsApp live chat.

    Benefits:

    • Improved customer satisfaction: Quick, helpful support can turn a potentially negative experience into a positive one.

    • Reduced support costs: Handling inquiries through WhatsApp can reduce customer service costs by up to 73%.

    Turn promos into sales with live chat

    When brands send exclusive deals and promotions via WhatsApp broadcasts to opted-in customers, live chat agents can be on standby to answer questions and assist shoppers who respond to the promotions. 

    Benefits:

    • Increased conversion rates: By providing instant support and answering questions in real-time, live chat agents can help convert interested shoppers into buyers, leading to higher sales and revenue.

    • Improved customer satisfaction: Offering personalised assistance and addressing concerns quickly during promos can improve customer satisfaction and build long-term brand loyalty.

    Product demonstrations and tutorials

    Retailers can use WhatsApp live chat to provide post-purchase support, offering product demonstrations, tutorials, and troubleshooting assistance to help customers make the most of their new purchases.

    Benefits:

    • Improved customer experience: Retailers can provide one-on-one support, offering tailored guidance and troubleshooting to help customers resolve issues quickly and effectively. This personalised approach ensures that customers feel valued and supported.

    • Reduced returns: By helping customers choose the right products and guiding them, live chat can minimise returns and exchanges.

    Feedback and reviews

    WhatsApp allows agents to get real-time feedback and reviews in the same chat immediately after solving customer issues.

    Benefits:

    • Improved product development: Get better customer feedback to inform future product decisions and development.

    • Increased social proof: Positive reviews gathered through live chat can be showcased on your website, building trust with potential customers.

    Sending location pins to stores

    Remember that customer that needed help buying the right drill? Well, retailers can use WhatsApp live chat to send customers location pins and directions to their physical stores, making it easy for them to find and visit the various stores when they want to.

    Benefits:

    • Increased foot traffic: By providing easy-to-follow directions and live location pins, retailers can encourage more customers to visit their physical stores.

    • Higher in-store sales: Customers who receive personalised assistance and directions are more likely to make in-store purchases, leading to increased sales and revenue.

    • Improved customer experience: Helping customers find your store quickly and easily improves their overall shopping experience and builds positive brand associations.

    How retail businesses are winning with Cue and WhatsApp live chat

    Brights Hardware: 244% Boost in WhatsApp-based sales

    Brights Hardware, a leading South African hardware retailer, partnered with Cue to implement a WhatsApp chatbot solution. This strategic move led to a 244% increase in WhatsApp-based sales. The chatbot empowered customers to find branches, access promotions, engage in live chat with agents, and apply for rewards cards, all within WhatsApp. Learn more about the Brights Hardware WhatsApp solution.

    Toys "R" Us: Increased engagement by 40%

    Toys "R" Us South Africa leveraged Cue's WhatsApp solutions to improve low customer engagement. By implementing an interactive chatbot and live chat solution, they achieved a 40% increase in engagement rates and a steady opt-in rate. WhatsApp allows customers to find stores, explore deals, manage gift registries, track orders, and interact with live agents, all within the convenience of their favourite messaging app. Learn more about the Toys “R” Us WhatsApp solution.

    Get started with WhatsApp for retail

    Customer expectations are higher than ever, but WhatsApp live chat allows retail businesses to meet those expectations head-on, delivering exceptional experiences that drive sales and create loyalty. Get a demo with Cue and discover how WhatsApp can boost your retail sales, customer engagement, and shopper satisfaction.

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    Ready to reach customers with WhatsApp?

    Grow sales by 160%

    Cut service costs by 73%

    Boost responses by 40%

    WhatsApp for Business solution by Cue