How to Use WhatsApp Marketing for eCommerce Growth

Are you tired of trying to find potential customers on the internet? Client acquisition and management is always a challenging area in the eCommerce market. With over 2 billion monthly users, WhatsApp is an effective tool to spread information and reach the target audience for your business. WhatsApp Marketing for eCommerce has become very popular as it facilitates direct communication with your customers, a safe space to develop and nurture customer relations, and systematically enhance customer services. 

Acquire the skills to write messages that catch your audience’s attention and learn the best practices for WhatsApp marketing. If you are an experienced eCommerce business owner or a newbie, get equipped with the knowledge to utilise WhatsApp Business solutions for eCommerce growth and transform your business effectively. 

The Basics of WhatsApp Marketing Explained

WhatsApp marketing for eCommerce has changed the face of business communication with audiences. This is different than other conventional marketing methods that facilitate a one-way conversation. This platform helps to start personal conversations and develop customers’ trust.

It is established that the open rate of WhatsApp messages is 99% much higher than email and SMS. This implies that your messages will seem fresher and they will be read by your audience. eCommerce businesses can easily connect to their targeted customers, convey appropriate messages, and most likely convert inquiries to sales. By using WhatsApp, your brand can become more relatable and allow your customers a fulfilling experience.

Essential Best Practices for WhatsApp Marketing Success

Developing a good customer database 

Gather customer details from social media platforms, subscriptions, and past purchases. Segregate the data based on age, gender, interests, products purchased, etc. Send relevant messages to increase engagement and develop strong customer relations.

Craft Compelling Messages

The messages must be interesting, relevant, and exciting to convince the audience. Mention new products in line, recommendations, or special offers. Keep the messages simple and not very lengthy. Use primary ‘Push’ buttons such as “Shop Now” or “Claim Your Discount.”

Personalise Interactions

You can include their names in your messages and make recommendations using the product(s) they have previously bought/browsed. 

Constant Consistency

Adhere to the company’s brand image and character while writing the messages. To enhance your posting, it’s important to determine the frequency of the posts. For instance, a skincare brand can send weekly skincare tips on Monday and pitch a promotional message on the weekend.

Prioritise Customer Service

Since it is a direct messaging app, never let the client’s request go unanswered. Be polite and helpful to create a positive and good relationship with a client. If the matter cannot be handled immediately, the customer should be given regular updates regarding the issue. This is an effective way of changing complaints into a purchase.

How to Implement a WhatsApp Marketing Strategy?

Step 1: Define Your Target Audience

A target market is a small group with similar traits and a high likelihood of purchasing the business’s products or services. To effectively define your target audience, consider key factors like gender, age, employment, place, lifestyle, etc. Identify the target customers, their needs, and their challenges. This list will be useful to customise and enhance WhatsApp Marketing campaigns.

Step 2: Defining the Objectives 

When setting goals for your WhatsApp marketing campaign, consider the key areas such as sales and revenue, customer engagement, operational efficiency, and brand awareness. A specific objective would be: “Sales have to be increased by 10% by using WhatsApp Marketing stratagy in the next month.”

Step 3: Choose the Right WhatsApp Business Solution

Choosing the right WhatsApp solution is always a fundamental decision for businesses to achieve the best customer engagement. Several key factors should be carefully evaluated to make an informed decision:

Business Size and Growth Prospects

• Small Businesses: WhatsApp Business App is sufficient for organisations with a small number of customers and simple tasks of communication. Due to its simplicity and fundamental tools, the system may be convenient to navigate and adequately cope with customers’ requests.
• Medium to Large Enterprises: WhatsApp Business Platform is suitable for fast-growing companies that engage frequently with their customers. It is comprehensive and simplifies dealing with multifaceted functions.

Volume and Budget

• Low to Moderate Volume: The WhatsApp Business App is sufficient to manage a moderate level of customer concerns. The WhatsApp Business App is usually less expensive, primarily because of its limited capabilities.
• High Volume: The WhatsApp Business Platform is built to handle thousands of messages and address consumers’ concerns. This requires a higher level of investment because of its advanced functions and integration options.

Technical Expertise and Resources

• Minimal Technical Requirements: The WhatsApp Business app is easy to use; hence, one does not need to be tech-savvy to operate the application.
• Technical Proficiency: Using the WhatsApp Business Platform requires technical support in implementing, operating, and evaluating its outcomes.

Step 4: Create Catchy Content

• Text-based content is the baseline of all WhatsApp messages. Make it simple, clear, and interesting. Avoid complex and technical terms.
• Pictures of high quality are helpful. This can be used to present products or post content to grab the attention of your target audience. 
• An interesting video can increase the excitement. Think about posting an unboxing video of a product, a video of customers using a product, or a series of videos to show the production of a product.
• Using polls, quizzes, and contests can increase users’ engagement and get helpful insights.
• Offer valuable information and tips. Share positive experiences of customers.

Example: Fashion Brand

• Text-based message: Welcome to our store! We have new arrivals and the search for the perfect summer dress ends here.
• Image: Post a beautiful picture of the new dress to be worn.
• Video: Take a one-minute clip demonstrating how the dress can be worn and on what occasions.
• Poll: Offer quiz-type deals where customers are asked to poll for their favourite colour or style.

Promote Your WhatsApp Number

Ensure your WhatsApp number is visible on your website, possibly with headers such as ‘Chat with us now.’ Include your WhatsApp number in social media accounts like Facebook, Instagram, and Twitter to encourage your audience to connect with you. Your WhatsApp number must be included in every material you share with clients, such as business cards, brochures, signature on emails, and any printed media advertisements.

Encourage customer interaction by creating a WhatsApp QR code through which clients can start the discussion. Place these codes in the physical stores, on the packaged products, and on promotional materials. WhatsApp Click-to-Chat Link is a way of creating links that immediately open a WhatsApp chat for your business. Reward your customers with the best deals, new products before anyone else, or special benefits if they decide to subscribe to your WhatsApp list.

Successful WhatsApp Marketing Campaigns

Zalando’s campaign was as simple as putting up over 10,000 billboards with the inscription ‘I’ll bring you back your beloved clothes,’ which included the WhatsApp number. Interested customers were advised to text the number to begin a conversation with a chatbot known as MadameBot. It informed them how to handle clothes and entertained the users with multimedia features such as audio and memes.

One instant noodle brand that successfully used communication with the audience during the virus breakout was Maggi, which posted free virtual cooking lessons on WhatsApp. The campaign made Maggi act like a cooking companion by providing recipes and cooking methods.

Zara uses the WhatsApp platform to maintain close contact with the target market by giving the audience a sneak peek into the products and allowing the channel’s subscribers to order new releases before everybody else.

A typical and common B2C firm such as Flipkart makes a flash sale or a discounted sale available only to the subscribers of the WhatsApp number. They make specific recommendations on customers’ past purchase behaviour.

The Key Advantages of WhatsApp Marketing

Television or newspaper advertising can be very costly compared to WhatsApp marketing. You can reach a large audience without spending too much money on the adverts. Communicating through WhatsApp is mostly free, and the expenses incurred are negligible.

Since it is a real-time platform, the interactions are timelier with higher chances of grabbing customers’ attention. Flow marketing via WhatsApp can directly boost product sales.

This channel can provide the customer’s basic profile, like preferences, buying habits, and history. You can share specific offers and greetings on birthdays, anniversaries, or other occasions. This level of personalisation creates a stronger bond with clients and the possibility of converting the client is significantly enhanced.

Quick and concise help to the customers will help increase the level of satisfaction and even customer loyalty. High levels of engagement help the platform strengthen customer relationships, establish lasting customer loyalty, and encourage repeat purchases.

WhatsApp Business Explained: Why eCommerce Needs It

WhatsApp Business is a dedicated platform designed to cater to the needs of small and medium-sized businesses. It offers a range of features that streamline communication, enhance customer service, and boost sales.

Overview of WhatsApp Business Features

WhatsApp Business Profile – Customers can find necessary information such as the business location, website, email, and business opening/closing hours. 

Messaging tools – Control communication with customers with the help WhatsApp’s flexible and powerful messaging features. Send a welcome message to the new customer or share the order status.

Product Catalogue – Organise your products and make them look more professional and visually pleasing by using WhatsApp product catalogue. It is an online shop where customers can view your products and prices. 

WhatsApp Business API – Designed for companies with high customer traffic and complex requirements. It offers integration with complex systems, performs automation and analytical functions, and even bespoke solutions. Develop smart chatbots, manage tons of messages, and gain a more profound understanding of your customers.

Benefits for eCommerce Businesses

Direct Customer Communication – By using WhatsApp, you can reach customers directly, make the interaction more personal and specific, and create stronger ties with customers.

Enhanced Customer Service – Improve the quality of customer support services with real-time support on the WhatsApp application. Respond to the customer’s concerns swiftly, efficiently solve their problems, and create a favourable impression through customer engagements.

Increased Sales Opportunities – WhatsApp marketing for eCommerce is one of the powerful sources for sales. Inform about the products, present special offers, and create urgency by indicating that an offer is time-sensitive. Continually prompt the consumers to add more products to their carts by displaying items that match their interests. 

Improved Customer Satisfaction – Delight customers beyond their expectations with the products and services they want. Use WhatsApp to share suggestions, provide follow-up services, and collect feedback. Realising consumer requirements leads to increases trust and commitment to your brand.

Cost-Effective Marketing – WhatsApp marketing is extremely economical since many people use WhatsApp. Compared to most advertising media platforms, WhatsApp enables one to interact with clients directly without spending much. It is suitable for businesses of all kinds and on all scales.

How it can Enhance Customer Experience

Personalised Interactions – Create personalised content for the targeted recipients via WhatsApp. Recommend products for a certain customer, offer special promotions, and send birthday wishes to make the client feel special. 

Real-Time Support – Responding to customers’ inquiries on WhatsApp instantly is an opportunity to improve the client’s satisfaction level. Customers appreciate prompt support and have fast responses to queries and complaints. 

Order Tracking – Using notifications, firms can minimise the number of consumer inquiries and provide appropriate details regarding the shopping process. For example, a delivery update with an estimated arrival time can reduce the customer’s stress level and gain their trust.

Post-Purchase Engagement – Show concern for your buyers even after they purchase by giving them relevant content and after-sales services. Ask for customers’ feedback and provide the customers with special sales that would make them buy the products and be loyal to the brand. 

WhatsApp Business App vs. WhatsApp Business Platform: What Sets Them Apart?

The choice between the WhatsApp Business App and the WhatsApp Business Platform hinges on the scale and complexity of your business operations.  

Comparison of the Two Platforms

WhatsApp Business App: This is for small to medium-sized businesses that want an easy-to-use application for capturing the flow of customers. It provides fundamental features to simplify the interaction and improve customer satisfaction. Though it has the basic features, it still operates on a smaller scale than the WhatsApp Business Platform.

Key Features of WhatsApp Business App:

• Basic business profile: This app enables you to introduce your business, for instance, the business location, website, and days of operation. The customers can be well informed about key information without browsing through other sources. 
• Automated messages: Reduce turnaround time by setting predetermined messages for greetings, temporary unavailable messages, and other messages that may be frequently used. 
• Quick replies: Store responses in the program that are used to deal with frequently asked questions swiftly and avoid inconsistency in the answers you give out.
• Product catalogue: Allows buyers to view the products through images, descriptions, and prices on the same application.
• Messaging statistics: Analyse the performance of the delivered messages. There are features like deliverability and the read rates to understand the level of participation. 

WhatsApp Business Platform (formerly WhatsApp Business API): This is a more powerful solution designed for big businesses to receive a large flow of customers. It provides additional functions, performance analysis, communication system incorporation, and adaptability to meet business needs.

Key Features of WhatsApp Business Platform:

• Advanced business profiles: Develop elaborate profiles that include pictures, videos, and links leading customers to the official website. 
• Chatbots and AI-powered interactions: Replace repetitive questions and answers and implement customer service that is available around the clock with the help of chatbots.
• WhatsApp Pay (where available): Allow people to pay safely inside the chat and make purchasing simple. It can boost conversion rates and offer convenience to the buyers.
• Advanced analytics and reporting: Understand customer behaviour better and achieve better exposure rates and ROI on the campaigns. You can generate engagement statistics, evaluate the performance of your strategies, and refine your WhatsApp marketing.

How does the WhatsApp Business Platform Enhance eCommerce?

Many eCommerce companies saw tremendous growth from the WhatsApp Business Platform and improved customers’ experiences. Effectively boost the impact of the WhatsApp Business Platform by integrating other eCommerce functions to establish a more elaborate and smooth consumer experience.

The power of the WhatsApp Business Platform is amplified when integrated with existing eCommerce tools:

CRM Integration – It is easier to tailor messages to the customer as complete customer information is available within the WhatsApp application.

E-commerce Platform Integration – Customers can access the most up-to-date information about the products available directly on WhatsApp. Also, it has efficient ways of organising orders received, processing, and delivering to customers.

Marketing Automation Integration – You can automatically send an email reminding the customer about some items they left in the cart, or recommend a couple of products that the customer earlier showed interest in.

Some examples of relevant successful WhatsApp Marketing for eCommerce:

Many eCommerce companies have adopted the WhatsApp Business Platform to grow their business and improve their clients’ experience.

• A top clothing company used WhatsApp Business to connect its CRM database with the social media platform to send follow-ups about customers’ favourite items and past orders. In this respect, by catering to specific tastes and styles, the brand boosted customer conversion and satisfaction.
• An electronics retailer incorporated chatbots on WhatsApp to give quick solutions to clients’ queries to enhance response rates. This improved the customer perception and the brand’s image. The retailer also linked its e-store through which customers could shop on WhatsApp within the product catalogue.
• A grocery store chain used the WhatsApp Business application to provide ease in grocery shopping and delivery. The customers can check the available stock lists, order products, and monitor orders’ delivery statuses. In this case, the grocery chain tied its inventory management system to achieve effective product availability and completion of orders.

Shiprocket Engage 360: Automate Your Marketing to Improve Conversion Rate

Shiprocket Engage 360 is a niche marketing automation tool exclusively dedicated to assisting sellers in maximising their marketing functions, increasing client engagement, and boosting sales. It is a one-stop solution for overseeing several marketing activities; this makes the tool essential to businesses that adopt effective approaches to operations and work with reduced numbers of hitches.The incorporation of Shiprocket Engage 360 on WhatsApp Business is quite simple. The platform offers a range of features to optimise your WhatsApp marketing efforts with Automated WhatsApp Campaigns, WhatsApp Chatbots, WhatsApp Broadcast Messages, and WhatsApp Analytics.

Shiprocket Engage 360 offers several key advantages for eCommerce businesses:

• Increased Conversions: By automating customised communications, you can turn leads into customers.
• Improved Customer Satisfaction: Dedicated and fast customer support through WhatsApp to ensure the satisfaction of your valued customers. 
• Time Savings: Outsource routine marketing activities and save time for important decision-making and achieving other company goals. 
• Data-Driven Decisions: Obtain comprehensive data analysis to understand clients’ actions and reactions. Make your decisions and shape your campaigns with this data.
• Click on WhatsApp Business Solution for eCommerce – Shiprocket Engage360 for your WhatsApp marketing; you can manage tasks more efficiently, improve the experience of your customers, and increase sales.

Conclusion

WhatsApp has undoubtedly impacted digital marketing and business communication by providing eCommerce companies with an effective channel to interact with clients. By following good marketing strategies and utilising tools like Shiprocket Engage 360, WhatsApp marketing can open a world of opportunities. Whether it is about developing a long-term relationship with the customers and increasing sales or brand equity, WhatsApp acts as a strategic tool. For WhatsApp to work optimally, you need to understand your target audience. Get ready to harness the power of WhatsApp Marketing and see your eCommerce business grow.