eCommerce and retail businesses that deliver a personalized and convenient shopping experience stand ahead in the competitive shopping market. Scrolling through 50s of pages and 100s of products on each page to find one suitable product that matches your choice isn’t a great shopping experience your customers love.
Decision-makers in the e-commerce industry should consider the importance of engagement and consumers’ expectations. Taking over your eCommerce shopping to messaging channels is the future of your business. Regular eCommerce chatbots are not an option anymore. A combination of Conversational AI and automation can help to scale conversions, personalize interactions, and significantly surge customer shopping experience.
Leverage Messaging Channels for Better Commerce Growth
Back in the day emails were the 99% centrifugal marketing asset for retail industries. In 2020, its found that 40 million WhatsApp users view product catalogs every month. This shows the significance of WhatsApp as your marketing asset. Reaching customers on their preferred messaging channel is the new normal.
eCommerce + WhatsApp for Business – A Hybrid Approach To Greater Shopping Experience that Involves Marketing, Sales, and Post-purchase Support
An average user checks a messaging channel like WhatsApp about 23 times a day (an application close to customers) which is almost higher than any other application. The statistics show why WhatsApp Business is a top consideration for shoppers and a profit-generating force for retailers. WhatsApp eCommerce is one such opportunity for small and medium-based businesses to broaden sales, marketing, support, and overall brand influence. In order to get your WhatsApp eCommerce up and running, you’ll have to implement WhatsApp Business API.
So How Retail Businesses Can Obtain WhatsApp Business API?
As a business owner of a retail or eCommerce business, you’ll have to set up a WhatsApp Business Account and verify it with the help of a WhatsApp Business Provider. A WhatsApp Business Provider would be an ideal partner to get the WhatsApp API verified to establish WhatsApp Commerce Chatbot.
- An account in Facebook Business Manager is a must to link your business account.
- Verify your business account by updating or submitting the required documents with your official WhatsApp partner.
- Once your WhatsApp Business API is verified, we (Twixor as a WhatsApp Chatbot Development Platform & Provider) get access to deploy a verified WhatsApp chatbot to extend your eCommerce business across the WhatsApp channel.
The Ultimate Use Cases of eCommerce Chatbots on WhatsApp
Customer Journey Stage 1 – Discovery of Your Product
Strengthen the Access to WhatsApp – Entry Points
Deliver the accessibility of WhatsApp business accounts to customers by posting ads on social media to initiate a conversation on WhatsApp. Use the convenience of QR codes that help to get the right support number or align to the channel that lets your customers interact with your brand.
Enhance the opportunity to opt-in for notifications from your business on WhatsApp. Utilizing WhatsApp channels can bring more visibility and better than a conventional newsletter that yields low open rates.
Customer Journey Stage 2 – Consideration of Your Product
Send Personalized Deals & Promotions
Collect customers’ browsing behavior through application and trigger engaging promotional messages, and product offers to drive sales.
Promote New Product Launches on WhatsApp
Send personalized messages that enable easy access to your web store or promotional activity for new arrivals. This helps to improve the traction of your newly introduced products.
Send Alerts for Products That are Back-in-store
Brands can send back-in-stock messages to users for items on their wishlist when the items reach your warehouse. The real-time notification messages help to boost engagement and improve quick response through call-to-actions like purchasing items through WhatsApp.
Enhance Cart Abandonment Rates
Remind customers of products left in their cart and encourage them to make purchases within WhatsApp or any chat app. Brands can even send promotional offers and discount codes to captivate customers to make purchases.
Customer Journey Stage 3 – Attempting to Purchase
Make Repeat Purchases with Past Orders
Enable customers to make repeat purchases through WhatsApp repeat orders. This feature is ultimate for retail businesses to boost repeat orders such as cosmetics, vitamins, and more.
Browse Products Within WhatsApp
Retailers can utilize the Product Catalog feature to showcase and allow customers to shop right from their WhatsApp chat screen. Businesses can customize the journey flow and insert multi-product catalogs based on customers’ behavior. Analyze customers’ shopping history and recommend products based on their interests.
Explore Product Details on the Chat Screen
With the product view feature, customers can simply view the entire product within the WhatsApp screen without switching devices and apps. This helps to drive better conversion and engagement. The feature can be utilized by integrating with an eCommerce site and API calls can be executed by connecting with the commerce database.
Order Confirmation through WhatsApp Chat
With the help of call-to-action buttons, customers can confirm orders with one tap. Retailers can complete the entire purchase within WhatsApp without leaving the conversation. This functionality improves customers’ shopping experience and end-to-end customer fulfillment.
Run Loyalty Programs
With Conversational AI Automation, Retailers can send personalized offers and promotions to customers based on their loyalty points available. Customers can also view their loyalty points by requesting or during the checkout process. Including the Loyalty points program within the journey will help to upkeep your customers’ value and will make your brand stand ahead in the market.
Intelligent & Dynamic Shopping Assistant
Customers can get access to personalized shopping assistants through WhatsApp which can help to book appointments for doctor consultations, bridal consultations, and more use cases without having to make phone calls.
Integrate Payment Authorization
Fulfill the entire shopping journey experience by facilitating each journey like product browsing, customer onboarding, pre-support, payments, and all within one chat application. With a Commerce-powered Digital Assistant, businesses can fulfill customer shopping experience within any messaging channel.
Customer Journey Stage 3 – Real-time Delivery & Service Support
Keep Track of Orders
Keep your customers updated proactively by sending the status of shipments through WhatsApp. Engage them with delivery status updates for every order and improve customer engagement.
Resolve Queries Related to Delivery Issues
Retailers can utilize WhatsApp as a support platform to resolve item damage, reorder, or any issues related to delivery. This helps customers to get an immediate resolution to their queries over WhatsApp which will save them time spent on support calls and IVRs.
Smoothen Return Experience
Returns in eCommerce business are a pitfall that stops revenue growth. But the downfall can be balanced with better customer experience. Send follow-ups of return status to customers’ preferred messaging channels like WhatsApp to smoothen the return experience. Make the entire return process over WhatsApp.
Customer Journey Stage 4 – Re-engage & Retain Customers Effortlessly
Send Personalized Product Recommendations
Engage customers and improve up-sell opportunities by triggering personalized product recommendations through WhatsApp. The recommendations can be customized based on customers’ buying history, behavior, and activities.
Collect Feedback & Run Surveys
Allow customers to rate the product, service, and overall shopping experience right through WhatsApp without the need to switch apps. Utilize the Call-to-Action button or list messages to create a smooth feedback experience.
Benefits of Conversational WhatsApp Commerce
- Customize buyers’ journey for an experiential & personalized shopping experience.
- Improve overall customer retention rate which as a result improves conversion and repeat purchases.
- Achieve higher AOV (Average Order Value) & Commerce profit with personalized recommendations.
- Run retail campaigns based on new product launches and Cart Abandoned products to maximize up-sell and order conversion.
- Automate pre-purchase, during, and post-purchase support operations effortlessly.
In order to reap most out-of-business values from WhatsApp Commerce, retailers have to integrate with an enterprise-grade solution provider offering an all-encompassing WhatsApp Commerce platform to scale retail communication, engagement, conversion and transform the overall shopping experience. Twixor is one such enterprise-grade Conversational Commerce platform that helps retail brands to deploy WhatsApp Commerce and transfigure overall customers’ shopping experience.
Get Started with Twixor – Connect AI-powered Conversational Commerce Platform with your WhatsApp Account
Twixor is an AI-powered Digital Assistant that comes with all the necessary tools and features to excel in your WhatsApp Commerce business across sales, marketing, and pre-and post-purchase support. Here are some highlights of Twixor products as WhatsApp Commerce:
- The platform comes with a journey builder module to create flows for every customer touchpoint and deploy across customers’ preferred messaging channels like WhatsApp, Instagram, Facebook Messenger & more.
- Twixor comes with Pre-built eCommerce templates like an Online Shopping bot, Track order status and more to easily get started with your required retail use cases.
- Built with a WhatsApp Campaign Management that helps retailers to run campaigns on new product launches, Cart abandonment products, offers, and seasonal coupons to drive better sales conversion.
- An Omnichannel customer interaction and engagement tool that offers live agent support and automates pre- and post-support queries with self-service bots.
An intelligent Analytical dashboard to keep track of every conversion, chat, journey drop, customer satisfaction rate, and asses agents’ performance and all in one dashboard.
Explore Retail Brands that Use Twixor’s Conversational Commerce Solution for their Marketing, Customer Service, and Targeted Marketing
A Japanese Multinational Electronics Manufacturing Company Achieved 22x ROI via WhatsApp.
Twixor team built an AI-powered Multilingual custom journey flow with dozens of use cases implemented on the WhatsApp Business account. The WhatsApp Chatbot is empowered to streamline after-sales services and absolutely to boost new customer acquisitions.
Solution Impact
25%
Conversion from Leads generated through “Buy a Product” use cases.
22x
Lead Generated from WhatsApp
40%
Lead Conversions from Tier 1 Metro Markets
Driving Conversational Revenue for a $100M D2C Furniture Brand in India by Offering WhatsApp Led Campaign & Live Agent Interactions
In order to scale support and conversion, the Twixor team built an AI-powered Virtual Assistant to automate queries related to coupons & offers campaigns. Based on client requests, developed an intuitive master dashboard to streamline WhatsApp campaigns and maximize conversions.
Solution Impact
80%
Coupon Conversion Rate
110K+
Users Handled through WhatsApp
74+%
Of Queries Automated through Virtual Assistant
Here’s the Spotlight – Try Twixor Freemium and Experience the Action with Real-world Retail Use Cases
When it comes to Conversational Commerce, discovering the right platform that aligns with your business solution is quite challenging as picking the ideal attire for this Christmas (yes, I feel you!). I assure you that the Twixor platform holds the ultimate tools and features to get going with WhatsApp Commerce for your retail business. If not sure, go ahead, and give it a try. Schedule a demo to build your use cases and deploy it on your WhatsApp business account.
