Brick-and-mortar stores everywhere are struggling to get customers through the door nowadays.

With WhatsApp, you can turn your quiet store into a buzzing hive of shoppers. You can reach customers where they already are - on their phones.

In this blog, we're exploring the world of WhatsApp for retail. You'll discover:

• Why WhatsApp is a retail marketer's dream come true

• How to use WhatsApp to get customers into your store

• Real-world examples that'll have you saying, "Why didn't I think of that?"

• Best practices to make your WhatsApp marketing strategy irresistible

How to use WhatsApp to boost retail foot traffic

WhatsApp chatbots: 24/7 sales assistant

WhatsApp chatbots can interact with customers, answer questions, and guide them through the shopping process. With Cue, customers message your WhatsApp business number, and the chatbot responds with predefined answers.

Example conversation:

Customer: Chose “Latest sales” button option

MegaMarket: Hello! 👋 We've got a great sale on running shoes this week for all in-store shoppers! 🏃‍♀️👟 

Here's what we've got:

- Nike Air: 30% off

- Adidas Ultraboost: Buy one, get 50% off the second pair

- Asics Gel-Nimbus: 25% off

Would you like to:

A) See more details about these shoes

B) Find out store locations and hours

C) Chat with a human sales associate

WhatsApp live chat: Personal touch

Real-time, person-to-person chat support for customers - that’s how you close deals. With Cue’s WhatsApp live chat, your customers can chat directly with your sales team for personalised advice and support. You can use live chat to provide personal advice and encourage store visits.

Example conversation:

Customer: Hi, I need help finding an outfit for a summer wedding. It’s a semi-formal outdoor wedding.

Sales agent: Hello! I'd be happy to help you find the perfect outfit. I'd recommend a flowy midi dress in a light fabric.We just got in some beautiful floral print dresses that would be perfect. Here’s the link: megamarket.shop/prod/dress/. They’re 30% off in-store. Can I send you our location?

WhatsApp QR codes

Retailers can use scannable codes in-store that customers can use to instantly connect with your business on WhatsApp. Place QR codes in-store, on product packaging, or in print ads. When scanned, it opens a WhatsApp chat with your business.

Example message after scanning and sending “hi”:

Welcome to Mega Market! 🎉

You've unlocked our secret in-store discount by subscribing to our WhatsApp:

🛍️ 20% off your purchase. Use Code WA20

🎁 Free gift with purchases over R500

Show this message to our cashier to redeem.

Want to see what's new in store? Reply "NEW" for our latest arrivals!

Click-to-WhatsApp ads: Turn scrollers into shoppers

Retail businesses can create Facebook and Instagram ads that, when clicked, open a WhatsApp chat with your business. These are called click-to-WhatsApp ads. 

Businesses can create ads with a "Message Us" call to action button that connects directly to your WhatsApp. These can be used to run targeted ad campaigns for a new product launches,  encouraging store visits.

Example ad copy:

📢Dance better than RayGun with the all new Nike Air Force, avallable at our London and Camps Bay branches 👟Contact us on WhatsApp for a discount! Ready, set, dance.

CTA: Contact us

WhatsApp broadcasts: Spread the word

Retail businesses can create broadcast campaigns and send mass messages to multiple contacts at once. Create a broadcast list, then create and schedule your broadcast messages using Cue. These can be used to announce a limited-time in-store event to drive foot traffic.

Example broadcast message:

🚨 VIP ALERT: Flash Sale This Weekend! 🚨

Be the first to shop our new summer collection:

🕒 This Saturday at our London branch, 10am-2pm only

🏷️ Everything 30% off

🥂 Complimentary champagne

First 20 customers get a mystery gift bag!

Reply "London" to RSVP and get an extra 10% off coupon.

Can't wait to see you there! 🎉

AI agents: Smart shopping companion

AI agents are advanced AI-powered chatbots that can handle complex queries and provide personalised answers to convert curious prospects into actual shoppers. AI agents use natural language processing to understand customer queries and provide human-like responses. 

Retailers can use AI agents to answer relevant questions about location, opening hours and available sales, etc.

Example conversation:

Customer: Do you have a branch in Cape Town?

AI Agent: Hello! Yes we do. Our Cape Town branch is located at 12 Loop Street. Our opening hours are Monday - Friday 08:00 - 16:00, and 09:00 - 14:00 on weekends.

Customer: Excellent. Do you have any sales running?

AI Agent: We currently have a 30% sale running for the month of September for all in-store purchases.

Best practices for WhatsApp retail marketing

Timing is everything

Don't bombard customers with messages. Use data to determine the best times to reach out. Studies show that messages sent between 8am-10am and 1pm-3pm have the highest engagement rates.

Personalisation is key

Use customer data to tailor your messages. Personalised messages can increase conversion rates by up to 202%.

Keep it short and sweet

WhatsApp messages should be concise. Aim for messages that can be read in 5-10 seconds. Engage your audience without boring them and adding unnecessary fluff.

Use rich media

Use images, videos, and documents to make your communications more engaging. Content with images produce 650% higher engagement than text-only content. 

Always provide value

Every message should offer something useful to the customer, whether it's information, a discount, or exclusive access.

Integrate with other channels

Use WhatsApp in conjunction with your other communication channels like Facebook and web chat for a cohesive omnichannel experience. 

How retail businesses are using Cue

Curious about how real businesses are transforming their customer engagement with Cue? Let's take a peek at two success stories that'll have you reaching out to Cue for a demo.

How Save Hyper reduced print marketing costs by 100%

Save Hyper, a popular South African retail chain, faced a common retail challenge: promotional leaflets were ending up in the trash before reaching customers. They needed a solution to connect with customers, send promos, and handle queries faster.

Enter Cue and WhatsApp. The results:

• 100% reduction in print costs for promotional leaflets

• Over 2 million promotional leaflets downloaded by shoppers

• 3 million+ marketing messages sent to shoppers in the first year 

• Record-breaking loyalty programme registrations

Now, Save Hyper's customers can browse specials, find nearby stores, and chat with support agents, all through WhatsApp. 

How Brights Hardware increased sales by 244%

Brights Hardware, South Africa's go-to spot for all things DIY and construction, had a toolbox full of communication channels but needed the right one to nail their customer service and sales goals. They were looking for an all-in-one solution to handle reward card registrations, product inquiries, live chat support, and store locations.

Cue stepped in with a WhatsApp chatbot solution. The results and functionality of the chatbot solution include:

• 244% increase in WhatsApp-based sales 

• Easy branch locator for all 9 stores 

• Instant access to the latest promotions

• Real-time chat with support agents

• Seamless rewards card applications

Brights Hardware didn't just improve their customer service; they built a whole new level of customer engagement.

These retail businesses show that with the right WhatsApp strategy, you can cut costs, boost sales, and create better customer experiences. 

Whether you're a supermarket giant or a hardware hero, Cue's WhatsApp solutions can help you nail your customer engagement goals. Let's chat about how we can build your success story.