Using the WhatsApp Business API, you may improve the online shopping experience.

As more people shop online, their expectations rise along with them. In today’s extremely competitive e-commerce business, the only way to sustain and establish competitive distinction is to provide an extraordinary customer experience.

According to Bain & Company research, a 5% improvement in client retention can result in a 25% increase in profit.

The only way to boost client retention is to improve your customer experience, which is why e-commerce businesses are always seeking new methods to provide a customized consumer experience.

According to a recent study, support teams are 10 times more likely to handle customer issues via a private chat channel such as WhatsApp than through traditional contact channels.

WhatsApp Business API has provided e-commerce enterprises with a new channel for consumer engagement.

With over two billion active users globally, WhatsApp is one of the most popular instant messaging applications. Most WhatsApp users are engaged on the platform and send over 65 billion messages per day. As a result, numerous consumer firms have begun to use WhatsApp Business to communicate with their target audience.

Here are some ideas for how e-commerce businesses might incorporate WhatsApp into their communication strategy:

Respond to frequently asked questions by sending out proactive notifications.

Consumers enquiring about e-commerce enterprises are likely to bombard them with emails and phone calls. Answering any of these questions can be difficult for the customer service team. However, proactive notifications can be used to handle these queries.

The WhatsApp Business API allows marketers to deliver pre-approved message templates to consumers who have opted in for WhatsApp notifications. All frequently asked questions can be answered and provided to users in the form of notifications, allowing the support personnel to focus on other important responsibilities.

Virtual assistants for customer service

Around 76% of today’s shoppers prefer a quick self-service solution for resolving any concerns they may encounter while purchasing.

E-commerce enterprises should consider using WhatsApp to deploy a virtual assistant who will serve as a point of contact for both existing and new clients. The virtual assistant can greet visitors and answer common questions. When all self-service alternatives have been exhausted or the inquiry is determined to be of high priority, a customer representative can be connected to the chat to take over the conversation.

Product suggestion

E-commerce businesses might consider using the WhatsApp Business API to assist clients in selecting a product that meets their needs. Customers can contact e-commerce firms over WhatsApp and submit a basic inquiry outlining their needs.

The customer care agents can then configure automated responses to demonstrate relevant products and services using videos and photos or to recommend other products based on the customer’s previous searches and purchase history. Once a customer has decided on a product, an e-store can connect a payment gateway and provide them with a link to make a purchase.

Product recommendations via WhatsApp Business not only help businesses gain cash but also allow them to provide a more tailored purchasing experience for their customers.

Provide delivery and return status updates.

E-commerce enterprises can share a real-time delivery update using WhatsApp from the moment a consumer puts an order until the product is delivered. WhatsApp Business API can also manage real-time responses, allowing clients to quickly change their distribution options. Customers may easily resolve any of their product delivery questions and receive updates thanks to the two-way communication channel.

E-commerce businesses can also use the WhatsApp Business API to ease the return process by scheduling collections, obtaining exchange forms, and supplying visual documentation. Using WhatsApp Business to handle delivery and refunds enhances business efficiency and customer satisfaction significantly.

Here’s an example of how OTTO used the WhatsApp Business API to simplify the buying process.

OTTO is a well-known European online retailer. The company sought to strengthen its service channels and provide a better purchasing experience for its customers.

Previously, their customer service personnel handled consumer complaints and product-related inquiries via email or phone calls. The procedure was time-consuming and difficult. OTTO intended to engage its consumers directly by creating a user-friendly route via which they could rapidly communicate with the customer service team.

After integrating the WhatsApp Business API into their systems, OTTO trained its customer support team and established service centers to handle WhatsApp queries as part of the process.

OTTO’s customer service professionals were able to communicate with consumers in a direct and personal manner, addressing their concerns significantly faster, thanks to WhatsApp. When compared to email, the average handle time for simple client queries was reduced by 15%.

Final Thoughts

E-commerce enterprises should map their client journey and look for opportunities to overdeliver customer care at each stage. Once it is completed, it is simple to implement systems and processes that can create an exceptional client experience.

Personalized customer care is vital, and e-commerce firms that can make it happen on their consumers’ preferred instant messaging platforms will reap the benefits of deeper customer connections and a better shopping experience. WhatsApp Business API helps e-commerce businesses to smoothly fulfill the increased demands of today’s customers.

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