How E-Commerce Stores Stand to Benefit from WhatsApp Business
8 January 2024
The e-commerce industry continues to maintain its upward trajectory as more and more consumers prefer and appreciate the speed and convenience of online shopping. On top of this rapid growth, new technologies are causing a major shift behind the scenes in how people communicate with each other and the brands they love. For the latter, these technologies can broaden their reach and deliver customer experiences that reflect their brand across every touchpoint.
Business messaging is one such example of an excellent communication tool for e-commerce businesses that need to deliver fast, engaging, and personalised interactions at every step of their customer journey. And when it comes to business messaging, none does it better than the WhatsApp Business Platform.
There is plenty of evidence that supports this claim, such as Spectrm’s State of WhatsApp Business Messaging report that states:
Of course, plenty of other findings reinforce how WhatsApp presents a big opportunity for e-commerce brands to connect with their followers worldwide. But with that being said, how exactly does it help strengthen their position in the market?
For one, WhatsApp lets businesses meet where their customers are in the simplest way possible, seeing as the messaging app boasts approximately 2.78 billion unique active users all over the world as of June 2023. With the help of a WhatsApp Business Solution Provider, brands can get API access to the platform and engage directly with their target audience using text, imagery, and other rich media formats for a more personalised experience. Furthermore, there are several other ways the WhatsApp Business Platform provides e-commerce brands with such a high return, namely:
1. Simplifies Capturing and Nurturing Leads
WhatsApp Business works wonders for marketing teams as it provides the perfect channel that not only allows for continuous conversations but is also one that customers increasingly prefer to use when connecting with businesses.
Going back to the Spectrm report, another key finding is that consumers feel more favourable towards brands after messaging them, and 66% have actually gone on to purchase from said brands after communicating with them on WhatsApp.
Once users opt in to receive messages from a brand, they present a prime opportunity for nurturing leads, be they in the form of discount offers, news and updates regarding the latest products/services, cart abandonment reminders, and so on.
2. Nurture Customers with Post-purchase Notifications
The WhatsApp Business Platform allows for automating notifications that, when sent at the right time, can convert new buyers and turn one-time customers into loyal ones. Once customers complete a purchase and opt into brand messages and notifications, WhatsApp Business simplifies the process of providing an excellent post-purchase experience. From real-time status updates to always-available technical support, the platform provides a host of features that ensure you can provide your audience with peace of mind that makes them stick around, ultimately building customer loyalty.
3. Provide Unparalleled Customer Support
Zendesk’s 2023 Customer Experience Trends report has zeroed in on what customers expect from businesses today, stating that:
WhatsApp Business is equipped to help e-commerce stores meet these expectations. Automated messaging ensures no customer is left hanging even outside of business hours when live agents are unavailable, and there is no shortage of customisation options to deliver personalised messages for different customer groups to create a more custom experience for all.
Lastly, the WhatsApp Business Platform makes exporting customer conversations to existing CRMs a breeze. This capability allows everyone in the support team to get the context they need to provide quick and efficient solutions no matter who picks up an ongoing customer conversation, eliminating the need for customers to repeat themselves and potentially diminishing their support experience.
Conclusion
As the growth and popularity of messaging continue to accelerate, so does the consumers’ preference for it over other channels when it comes to business communication. Since every advantage helps those wanting to enter or set themselves apart in the saturated e-commerce landscape, WhatsApp Business can be exactly what they need to gain an edge over the competition.
As the growth and popularity of messaging continue to accelerate, so does the consumers’ preference for it over other channels when it comes to business communication. Since every advantage helps those wanting to enter or set themselves apart in the saturated e-commerce landscape, WhatsApp Business can be exactly what they need to gain an edge over the competition. WhatsApp Business Solution Provider in Singapore, as well as other communication solutions that let you create the best customer experience possible. For more information about our WhatsApp solutions, bulk SMS marketing, and other tried and true products and services, don’t hesitate to reach out to us today.