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WhatsApp Business: Future channel for communication in Ecommerce

WhatsApp Business

With the biggest talk application all around the world, retailers have an incredible chance to get the conversational business ready for action. The convergence of informing applications and shopping, conversational trade implies that organizations can cooperate with clients through talk applications and drive commitment from that point — giving client care, responding to questions, offering customized suggestions, and in any event, clicking to buy inside informing applications. These utilization cases can be taken care of through human specialists, menial helpers, or both.

The WhatsApp Business solution provides very similar conditions for companies to implement Conversational Commerce appropriately. With more than 1.5 billion users and leading chat app in 100+ countries, WhatsApp brings the network reach needed to make it a core communication channel to inform, support, and engage with customers.

This carries massive consequences for retailers, that battle abandoned shopping carts, delayed deliveries and security breaches, while being confronted with high customer expectations. The use of WhatsApp Business solution can help e-Commerce merchants to deliver more than products — they can deliver an exquisite shopping experience! Here’s how:

1. More Conversions

One of the main issues in online shopping is abandoned carts: 67.45% of online shopping carts are abandoned before a customer closes a sale. As more customers, especially millennials, look for deals on their mobile phones, it’s clear that mobile-driven conversion strategies are needed.

With the WhatsApp Business solution, communication is less marketing-driven in order to avoid spam. Hence, the way you engage buyers has a new angle: instead of obviously selling a product with coupons and deals, ask if the customer needs guidance to complete a purchase. Perhaps their checkout wasn’t completed due to a technical issue or maybe because the customer found it too complicated. Your role here is to clearly guide them in order to convert the sale.

2. More Security

Many online retailers avoid security and two-factor authentication (2FA), afraid that these measures will affect conversions. It very may well be — it all depends on how you implement your security process.

Fact is: cybercrime continues to create massive issues, from stolen payment information to account takeover and fake transactions. To minimize this issue, e-Commerce companies need to implement a security layer to keep accounts safe.

The WhatsApp Business solution is great to increase security. First of all, when a company becomes a verified business account, it creates the trust needed for customers to share sensitive information over the channel. It’s easy to recognize: verified business accounts have a green badge in their profiles. In addition, end-to-end encryption brings new confidence to interactions.

3. More Open Communications with Package Deliveries

Delivery is one of the main phases of the e-Commerce shopping journey. When a shipment is delayed, it can trigger negative feedback from your customers. While it’s impossible to guarantee that delivery will always be on-time, you can certainly control the delivery communications workflow in case something goes wrong.

That’s why open, transparent communication is essential when handling package deliveries. For starters, keep your customers informed every step of the way with — “your delivery is on the way” and “your package is expected to be delivered on {{timeframe}}” — messages. Allow your customer to track their delivery and, in case it’s delayed, ask you for more information. This is why two-way communication is so essential.