Diverse Ways Retail Brands Can Leverage WhatsApp API for Improved Customer Communications and Relationships

No matter whether you run an ecommerce brand, a typical brick-and-mortar store, or provide options for both in-store and online purchases, as a retailer, you are likely to encounter several recurring questions from prospective and even current customers throughout the day. Answering the same question time and again can become too monotonous and time-consuming for your support staff. It will be much easier for you to automate the process of getting such questions answered through Whatsapp business messages, thereby not only reducing the pressure on your support staff, but also optimizing the customer experience. Business API of WhatsApp can make things a lot simpler for the customer contact centre of any retail business.

By leveraging WhatsApp Business API, you can directly communicate with the customers, either through template messages initiated by your brand subsequent to receiving the opt-in or through session messages initiated by your customers. Retail businesses may also make use of WhatsApp API in order to share extra information and insights with customers, in order to elevate their engagement rates and cut down the workload of your support center.

The most common WhatsApp template message use cases for a retail brand would be:

• Relevant offers and deals
• Product back-in-stock reminders
• Relevant new products introductions
• Product recommendations on the basis of recent purchases
• Cart abandonment reminders for products
• Support your retail marketing functions

Message Templates basically are pre-approved messages that allow for both inbound and outbound communication with customers. They can be sent to the of your retail brand.

Support your retail marketing functions with WhatsApp API

• On-site chat: Whatsapp chatbot integration can considerably boost your marketing and customer support tactics. Rather than having an on-site assistance bot on the corner of your website, you can opt to create a WhatsApp chat bubble or button to invite website visitors to engage with you. You may also create a chatbot within your WhatsApp channel to aid shoppers throughout their purchase journey.
• Notification opt-ins: For sending notifications through WhatsApp, you will need a valid opt-in. You can send diverse types of notifications, right from cart-abandoned to back-in-stock messages, after the opt-in is received.
• Click-to-WhatsApp Ads: Using click-to-WhatsApp approach on your paid campaigns can be a great way to drive traffic to your channel. As a prospect clicks on any of your ads on social media, they will be invited to a WhatsApp conversation, rather than your landing page.

Developing stronger customer relationships through personalized communications on WhatsApp can help your retail brand to reap a lot of profits.