27 Nov 2023
Customer expectations are always changing, making it important to meet them on familiar channels. Enter WhatsApp Business, which allows e-commerce businesses to connect with customers in real-time, optimise operations, and drive sales. In this blog, we'll explore how e-commerce businesses can use WhatsApp Business to grow sales and provide faster customer service.
Benefits of using WhatsApp Business for e-commerce
Improved sales process
WhatsApp Business allows businesses to streamline the sales process through chatbots and live chat. This leads to a more efficient purchasing journey. Research indicates that 67% of consumers expect to message businesses more frequently in the coming years, highlighting the growing preference for messaging in the sales process.
Instant customer engagement
Studies show that 70% of customers prefer messaging apps for communication. By leveraging WhatsApp, e-commerce businesses can respond quickly to inquiries, address concerns, and guide customers through the purchasing journey.
Improved customer experience
With features like chatbots and automated responses, e-commerce businesses can provide personalised product recommendations and order updates. A positive customer experience is a key driver of loyalty, with 73% of consumers willing to switch brands for a better experience.
Increased conversion rates
By offering instant support and personalised interactions, e-commerce businesses can potentially boost conversion rates. Studies reveal that businesses using messaging apps experience a 20% increase in conversion rates on average.
Efficient order management
WhatsApp Business makes it easy to manage customer orders and provide automated updates. This ensures that customers are kept informed about their orders in real-time. A smooth order management process contributes to customer satisfaction, with 84% of consumers considering transparency about their order status crucial.
72% of consumers stated that they'd prefer to shop with a company that offers real-time support
63% said they'd recommend these businesses to a friend.
According to HubSpot, 90% of customers rate an immediate response as important when they have a customer service question.
Meet your shoppers where they are
WhatsApp Business has emerged as the meeting ground for shoppers and retailers. Here's how e-commerce businesses can meet shoppers where they are:
Personalised, 24/7 support with chatbots
Did you know that chatbots are the preferred source of information for 74% of internet users? Chatbots can interact with customers around the clock, seven days a week. They're not just bots; they're virtual sales assistants. Use them to:
Answer FAQs
Provide product recommendations
Connect customers with live chat agents
Manage Initiating returns
Real-time shopping assistance with live chat
Live chat allows customers to connect with your team in real-time for faster query resolution, leading to leading to satisfied customers and increased sales.
Using chatbots and live chat on WhatsApp allows you to redirect customers to the support team if they need more assistance. 41% of customers prefer live chat over phone and email support. Meeting customers on one of the world’s largest and most trusted apps is a convenient way to resolve queries.
Start a WhatsApp conversation from your web widget
Web widgets allow customers to conveniently speak with you on WhatsApp without needing to leave your website. Specifically for retail and e-commerce businesses, the WhatsApp widget can significantly boost customer engagement and, potentially sales. Customers can inquire about products, request quotes, or place orders without leaving your website.
Immediate reassurance with auto-replies
Using auto-replies, you can automate responses to common inquiries, ensuring customers receive immediate acknowledgement and information. Businesses can create auto-replies for order confirmations, shipping updates or when they’re out of the office. Customers receive these messages immediately, reassuring them that their query will be answered soon.
How to get started with WhatsApp
There are two types of WhatsApp platforms for businesses: the WhatsApp Business mobile app and the WhatsApp Business API. In summary, the mobile app is ideal for small businesses, and the API is ideal for medium to large businesses.
To get started with the WhatsApp Business API, businesses need to:
Partner with a customer service software provider like Cue to make the process as smooth and efficient as possible.
Submit a WhatsApp Business application
Set up your first chatbot
Promote your WhatsApp Business number
With WhatsApp Business, you can showcase your products, guide shoppers through their journey with automated messages, and provide real-time responses. To learn more about getting started with the WhatsApp Business API, read our blog.
Boost sales with WhatsApp Business
Through integrated features like chatbots, web widgets, live chat and auto-replies, e-commerce businesses can make the most of WhatsApp Business to boost sales and customer satisfaction. Request a demo with Cue today.
