Do you have a company and use WhatsApp? Perfect. Now think that using this resource strategically can significantly boost your business.
According to data from Indigitall, a Spanish omnichannel platform that recently arrived in Brazil, companies increased their sales by 40% by using WhatsApp for direct conversations, highlighting the effectiveness of quick responses to customer needs.
For Victor Okuma, Indigitall’s country manager in Brazil, more than just a messaging app, WhatsApp has evolved into an essential strategic channel, allowing businesses of all sizes to connect quickly with their customers, creating personalized experiences and expanding conversion opportunities.
“These days, WhatsApp is a powerful tool that transforms how businesses communicate with their customers and has an open and conversion rate much higher than conventional channels,” says Victor.
The expert, who serves companies like McDonald’s, Banco Inter, and Claro, shares some valuable strategies to enhance the use of WhatsApp in businesses. Check it out:
1 – Create Virtual Catalogs
To further boost conversion, WhatsApp allows for creating digital catalogs with photos, links, and buttons. So, make the most of this tool. In an experience with a client, Indigitall reported an impressive 81% increase in click-through rates (CTR). ‘Sending messages with direct links to the e-commerce site facilitates conversion and makes the purchasing process more efficient,’ explains Victor.
2 – Implement Real-Time Alerts
Additionally, WhatsApp can keep customers informed by sending real-time alerts. Victor shares that ‘a car rental service that implemented an alert system reduced driver payment delays by 34%. Now, users receive instant updates about their vehicle status, ensuring more effective communication.’
3 – Automate for Faster Customer Service
Automating customer service via WhatsApp brings more agility and autonomy to processes, significantly increasing the conversion rate. This type of quick and direct service not only reduces the team’s workload but also improves the customer experience, allowing for practical and efficient assistance. Relying on a good API (a system that integrates WhatsApp with a chatbot, for example) with Artificial Intelligence ensures personalized service.
4 – Leverage Retargeting for Abandoned Carts
WhatsApp also stands out as a retargeting tool, re-engaging customers who left items in an e-commerce cart, for example. With tools available in the market, businesses can send automated messages encouraging consumers to complete purchases they started on the company’s website. ‘A retailer that developed this strategy saw a 25% increase in sales,’ highlights Indigitall’s expert.
5 – Integrate Channels for a Complete Experience
Integrating WhatsApp with other channels, such as push notifications, email, or SMS, can be a good strategy to create a smooth and cohesive journey for the customer. This approach establishes a more orchestrated flow, increasing conversion and strengthening customer relationships. ‘For instance, if a customer started their purchase via Instagram, receiving a WhatsApp message can reference this, making the customer feel the company is alongside them, tracking their interests. This fosters a sense of closeness and loyalty, all synchronized.’
This is possible through systems like Indigitall’s Customer Journey, which integrates with any CRM (a system storing customer-company interaction data) and creates personalized outreach campaigns.
“Today, we are one of the few tools in the market offering an automated journey and a full communication flow (for both inbound and outbound channels), all within a single platform and powered by artificial intelligence. This approach not only enhances user experience but also boosts all performance metrics, such as open rates, response rates, click-through rates, and sales conversion,” concludes Okuma.
6 – Enable a Three-Click Purchase
WhatsApp’s convenience allows businesses to offer a simplified purchasing experience with just three clicks. This fast and convenient model increased sales by 36% in an experience recorded by Indigitall, proving that customers value the speed and personalization WhatsApp provides.
7 – Promote Interactive Engagement
Dynamic interactions, like giveaways and quizzes, not only attract customer interest but also drive tangible results. ‘In e-commerce, a 6% increase in sales was recorded by integrating giveaways into the marketing strategy,’ shares Victor.
