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WhatsApp broadcasts & templates: How to boost sales, engagement & NPS

WhatsApp broadcasts & templates: How to boost sales, engagement & NPS

8 May 2024

WhatsApp

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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

    No business enjoys struggling to keep up with customer demands and maintaining consistent communication across multiple channels. It costs you money, and your customer satisfaction rates keep going down. WhatsApp templates and broadcasts make life easier for any business.

    In this blog post, we'll explore how combining WhatsApp templates and broadcasts can transform your customer engagement strategy, boost sales and NPS scores, and keep your customers coming back for more.

    What are WhatsApp templates and broadcasts?

    Before we dive into the nitty-gritty of how WhatsApp templates and broadcasts can work together to boost your business, let’s define these two WhatsApp marketing features. 

    WhatsApp templates

    WhatsApp templates are pre-approved messages that allow businesses to send personalised and consistent messages to customers. WhatsApp templates come in three forms: 

    • Marketing templates: Perfect for promotions, product launches, and event announcements.


    • Utility templates: Ideal for sending important notifications like delivery updates, appointment reminders, or payment confirmations.


    • Authentication templates: Used for secure account verification and two-factor authentication.

    Why use WhatsApp templates?

    It's important to note that before sending broadcasts or template messages, you need to have your messages approved by Meta. This approval process ensures that your messages comply with WhatsApp's policies and guidelines, maintaining a high-quality user experience for all WhatsApp users.

    • Streamlined communication: Templates save you time by eliminating the need to type out the same message repeatedly. This boosts efficiency and allows your team to focus on other tasks.

    • Compliance: Templates are pre-approved by WhatsApp, ensuring you adhere to their guidelines and avoid being flagged as spam. This protects your reputation and ensures your messages reach your audience.

    • Personalisation: Customise templates with variables like customer names, order numbers, or appointment times. This personal touch improves the customer experience and builds stronger relationships.

    • Brand consistency: Maintain a consistent tone of voice and messaging across all customer interactions, reinforcing your brand identity and building trust with your audience.

    • More money, less problems: Templates save your business money by automating tasks and reducing manual work. This maximises your ROI and frees up resources for growth.

    How Hollard boosted survey responses by 5x with templates and broadcasts

    Hollard Insurance, a major player in the insurance industry, initially struggled to get valuable feedback from clients through SMS surveys. By switching to WhatsApp broadcasts, they experienced a 5x increase in survey responses. This allowed Hollard to gain deeper insights into customer needs and preferences, ultimately boosting their service offerings and customer satisfaction. Learn more about Hollard’s WhatsApp solution.

    WhatsApp broadcasts

    WhatsApp broadcasts, on the other hand, allow businesses to send personalised messages to a large group of customers at scale. Unlike group chats, broadcasts maintain the privacy of individual recipients, making them ideal for sending targeted promotions, updates, and announcements. With an impressive 98% open rate, WhatsApp broadcasts are a powerful tool for reaching and engaging your audience.

    It's important to understand that every broadcast message must be a pre-approved template. While not every template is necessarily used in a broadcast, all broadcast messages need to adhere to WhatsApp's template guidelines. This means that before sending a broadcast, for messages to comply with Meta regulations, businesses need to create a template and have it approved by Meta. 

    Why use WhatsApp broadcasts?

    • High open rates: WhatsApp has an average open rate of 98%, compared to email with 20% and SMS with 90%. Your message is guaranteed to be seen, ensuring your promotions, updates, and announcements reach your audience.

    • Personalised at scale: You can customise broadcasts with recipient names, purchase history, or other relevant details, making each message feel tailor-made and increasing the chances of engagement.

    • Rich media: Include images, videos, and even PDFs to make your broadcasts more engaging and informative. Showcase products, share tutorials, send quotes or invoices at scale, or announce events with eye-catching visuals.

    • Increased sales: Businesses using WhatsApp broadcasts see a 5x increase in response rates and a minimum response rate of 35%. This translates to more leads, conversions, and ultimately, higher sales.

    • Automation: Integrate templates with WhatsApp chatbots to automate responses to common queries, providing instant support and freeing up your team for more strategic tasks.

    How Richfield increased response rates by 7x with broadcasts

    Richfield, an educational institution focused on IT and business skills, faced a challenge familiar to many businesses: low response rates from potential students contacted via SMS and Facebook. This led to missed opportunities and frustrated staff. By switching to a Cue-powered WhatsApp broadcast and live chat solution, Richfield saw a 7x increase in response rates. This shift not only improved their connection with potential students but also led to a 65% increase in call-to-action conversion rates and exceeded sales targets by over 100%. Learn more about Richfield’s WhatsApp solution

    How businesses can use WhatsApp broadcasts and templates 

    Combining WhatsApp broadcasts and templates is easy, especially with Cue's user-friendly platform. You can easily create and schedule broadcasts to reach your audience at the perfect time, and you can create personalised templates that resonate with your customers. Check out our guides on how to create and send broadcasts and getting started with templates. Here’s how different businesses can use broadcasts and templates together.

    Gear up for more sales

    Car dealerships can rev up their customer engagement and sales using WhatsApp. Broadcast templates can be used to announce new models, promotions, or service reminders, and can streamline appointment scheduling, test drive confirmations, and post-purchase follow-ups. By using them together, car dealerships can increase customer retention and service revenue.

    Ensure a smooth claims process

    Insurance companies can improve customer engagement and streamline processes with WhatsApp. Broadcasts and templates can be used to send policy renewal reminders, claims updates, and facilitate quote requests, claim submissions, and policy inquiries. This translates to improved policy renewal rates and reduced churn.

    Nurturing student success

    Education institutions can improve student and parent communication with WhatsApp. Broadcasts can be used to share important updates, reminders, or study resources and streamline enrollment inquiries, appointment scheduling, and feedback collection. This leads to increased attendance on open days and potential student enrollment.

    Now you can get customer feedback with WhatsApp surveys

    ISPs can proactively address customer concerns and improve service transparency with WhatsApp surveys. Broadcasts can be used to notify customers about outages, maintenance schedules, or new plans and streamline troubleshooting, billing inquiries, and service requests.

    Create personalised guest experiences

    Hotels and resorts can elevate the guest experience with WhatsApp. Broadcasts can be used to send welcome messages, local recommendations, or special offers, streamline check-in/check-out processes, handle room service requests, and gather feedback

    Get started with WhatsApp broadcasts and templates

    WhatsApp templates and broadcasts are more than just features; they're a duo that can drive real results for your business. Contact Cue for a quick chat and take your WhatsApp communication to the next level.

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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