15 Mar 2024
Did you know that 83% of online shoppers need help to complete an order? If you can’t help your customers, you’re going to lose out on sales. In this blog, we'll explore how WhatsApp can be used for e-commerce, from WhatsApp chatbots that answer questions 24/7 to personalised WhatsApp marketing strategies.
How to use WhatsApp for e-commerce
24/7 sales with WhatsApp chatbots
Imagine having a salesperson who works around the clock, never needs a coffee break, and answers customer questions instantly. That's what WhatsApp chatbots can do.
You can program your chatbot with FAQs, product info, and order-tracking options. Customers get lightning-fast answers or product recommendations, and you make sales, it’s a win-win.
Example message: "Hi there! I'm your friendly chatbot assistant. Ask me anything about our products, track your order, or find your nearest store!"
Turn website visitors into buyers with WhatsApp chat widgets
Did you know that 70% of online shopping carts are abandoned? WhatsApp chat widgets can prevent this, and setting it up is as easy as copying and pasting code to your website.
A customer browses your website, and has a question about a best-selling product, but doesn’t have the patience to wait for an agent to get back to them. Enter the WhatsApp chat widget, that lets them chat with you on WhatsApp without leaving your website.
Web widgets catch impulsive buyers before they abandon their carts, boost sales and take advantage of more opportunities.
Save time with WhatsApp templates
WhatsApp templates are pre-approved, pre-written messages that make life easier. They allow you to send structured messages for common queries, order updates, and more. From marketing messages to authentication and general product updates. Aside from increasing sales and boosting engagement and customer satisfaction, they also provide consistency.
You can create pre-approved, personalised messages for common scenarios like order confirmations, two-factor authentication, shipping updates, and abandoned cart reminders.
WhatsApp marketing with broadcasts
Imagine sending a personalised message to thousands of customers with just a few clicks. With WhatsApp broadcasts, you can. Create targeted broadcast lists based on purchase history, interests, or location. Send exclusive offers, product updates, or event invites to create a buzz around your brand.
WhatsApp broadcasts boost engagement, brand awareness, and sales by reaching the right people with the right message at the right time.
Real-time assistance with WhatsApp live chat
WhatsApp live chat brings the human touch to your customer’s online shopping experience. It allows customers to chat with a real person in real-time, providing instant support and building trust.
WhatsApp live chat makes it easy for your team to chat with multiple customers at once, providing personalised support, instant problem-solving, and building customer loyalty.
6 Reasons to use WhatsApp for e-commerce
1. Reach a mobile-first world
On average, people spend over 3 hours on their phones every day and check their phones an average of 58 times each day. By incorporating WhatsApp into your e-commerce strategy, you're meeting your customers where they already are, opening a direct line of communication that sidesteps overflowing email inboxes. It's like having a VIP pass into customer pockets, ready to deliver your message with just a tap.
2. Better engagement
Forget crickets chirping in response to your emails. WhatsApp has an average open rate of 90%, leaving even the most attention-grabbing email campaigns in the dust. This means more conversations, happier customers, and ultimately, more sales.
3. Future-proof your business
Customer preferences and technology are evolving; e-commerce businesses need to stay ahead of the curve. By adopting WhatsApp as a core part of your customer engagement strategy, you future-proof your business and position yourself for long-term success. Whether it's through WhatsApp chatbots, templates, broadcasts, or live chat, these ensure that your business remains relevant and competitive.
4. Personalisation
We all love feeling special, and WhatsApp helps you deliver that special guest treatment to every customer. 69% of customers appreciate personalisation, as long as it’s based on data they’ve shared with a business. With WhatsApp templates, chatbots and live chat, you can create personalised greetings, order updates, and abandoned cart reminders that speak directly to your customers by name instead of a generic message. It's the little touches that make a big difference, building stronger relationships and boosting customer loyalty.
5. Automate repetitive tasks
WhatsApp automation makes things easier for your team. Responding to the same questions about shipping delays and product availability gets tiring. WhatsApp chatbots, broadcasts and templates make it easy for your team to focus on other tasks, while your customers still get attended to. It's like having an army of tireless assistants, working to keep your customers informed and happy, while you focus on what matters most.
6. Data-driven decisions
Want to know what makes your customers tick? With WhatsApp analytics, you can gain valuable insights into their behaviour, preferences, and buying habits. Analyse message open rates, click-throughs, and response rates to understand what your customers engage with and tailor your communication accordingly.
Sell more with WhatsApp
66% of customers said they'd made a purchase from a brand after communicating with them on WhatsApp. By using WhatsApp, e-commerce businesses can make more sales, and keep their customers happy and coming back. Get in touch with Cue for a demo!
