WhatsApp conversational commerce: What does it mean?

In the contemporary business environment, digital communication has become the norm for brands belonging to varying sectors and industries. Businesses have begun to depend on online conversational marketing and commerce to help their brand to flourish and grow. In fact, many brands today leverage Whatsapp messaging services for conversational commerce and have one-to-one customer conversations.

What is WhatsApp conversational commerce?

The introduction of WhatsApp Business API allowed businesses across the world to take charge of their customer interactions to establish stronger relationships with existing customers, and reach out to new ones in an effective manner. This eventually led to the growth of conversational commerce, with the help of which businesses can make use of WhatsApp to promote their products and connect with customers on a one-to-one basis.

Basically, WhatsApp conversational commerce is the system of conducting commercial conversations via WhatsApp. Businesses may use WhatsApp’s broadcasts, ads, catalogs, automated chatbots, and more, to help customers discover, shop, and enjoy impeccable support.

You are able to engage with the customers, convert them into paying leads, and support them throughout their journey via WhatsApp. This approach, on the whole, is known as WhatsApp conversational commerce.

Advantages of WhatsApp conversational commerce

• Elevates customer satisfaction: As conversational commerce is focused on engaging the customers, it is quite helpful in improving both customer experience and satisfaction.
• Reduces churn rate: By providing relevant customer support throughout the entire customer journey, WhatsApp conversational commerce aids in reducing the churn rate.
• Improves customer retention: Whatsapp bot service that provides instant support and assistance allows the brand to retain customers effectively.
• Convenient Transactions: With WhatsApp Pay, customers are able to conduct in-chat transactions. This makes making payments much easier for them, and can lead to higher conversion rates.
• Increased brand awareness: Conducting conversational commerce with the help of QR codes or links of WhatsApp can bring greater exposure to your business.
• Easy post-sales support: Through WhatsApp, brands can instantly answer customer queries and provide support. They may also conduct surveys and collect feedback through the channel to elevate the customer experience.

Conversational commerce through WhatsApp provides customers with the opportunity to talk to their favorite brands on a familiar platform, receive personalized product recommendations, make their purchases, and even get answers to support related queries. Through a simple WhatsApp chat, they are able to go through a brand catalogue, select their favorite items and add them to a shopping cart, make payment via WhatsApp, and get notifications about package location.