More and more stores offer their WhatsApp as a means of contact with their customers. Essentially, the users find this more familiar and practical than other methods. At the same time, this app allows you to improve client loyalty. A mobile phone number used for WhatsApp is also a simple and highly effective form of contact for stores and services. It can save time and money – especially since many people have flat rates and mobile-to-mobile calls are free. Take a look at the main reasons to integrate WhatsApp into your e-commerce strategy effectively:
WhatsApp is used more and more
This particular way of communication is a lot more effective compared to SMS. It is also capable of standing strong next to the competitors such as Facebook Messenger. Giving up WhatsApp as a way of communication is like giving up using email in trade and expecting people to only communicate over the phone. It is not something that companies and services – especially in the field of e-commerce – can afford. This would be a missed opportunity.
Communication is private
Unlike social media channels (e.g. Twitter, Facebook) where questions to brands and businesses are available for public and anyone can see them unless they are “inboxed”, WhatsApp messages are individualized and personal together with the answers. You can solve a question or deal with an incident with a client without causing and showing unnecessary drama – unless you decide to make it public, of course.
Customers are identified by their mobile phone number
On the Web, customer service forums or comments about products in your online store can be anonymous – which sometimes results in all kinds of rude, malicious comments, sabotages, and so on. But when you integrate WhatsApp into your e-commerce strategy, you have access to the mobile phone number of the caller, which identifies the person in question. That way, you’ll be able to tend to their needs more appropriately, for example, through their history in a CRM.
You get to save history interactions
Both the customer and the trader maintain their “WhatsApp conversation” history that can generally improve your mutual connection. This allows easy access to previous queries, names or product numbers, solutions that were attempted, photographs, and so on. For example, someone who sells gadgets can receive pictures of the error messages in case the device does not work; a repair service can receive a photograph of the damaged part; a painter can see the list of colors while the customers choose them from the available catalog, etc.
WhatsApp as a broadcast tool
Being extremely careful not to spam, WhatsApp Broadcast Lists allow you to send the same message to many people who wish to be notified of offers, news, and so on. You should use this with caution though. Still, it is very interesting that you can notify hundreds of users instantly with just one click. The limit, incidentally, is 256 contacts, but one trick that some businesses use is to create different lists and target people in a new one when the limit is reached. Of course – never send unsolicited messages to someone who has not signed up – it is illegal.
Integrate WhatsApp into your e-commerce strategy worry-free
WhatsApp allows for serial communication. Basically, the customer can launch their query when it suits them (even on a Sunday night) and the businesses respond when they can, usually during their customer service hours. In addition, you do not even need to write the query. You can send voice notes, which is a very popular variant of messaging, and the answer can be in the same format – something friendlier than a simple copy-and-paste.
Comfort on the desk
It may seem awkward to manage communications with customers through the mobile phone. But, there is an alternative: use the WhatsApp Desktop version, with any web browser. The only requirement is to keep the phone close to the computer. This version works much like the app version and has all of its functions; for the purpose of a more efficient customer service.