If you have a company and use WhatsApp? Perfect. Now think that using this feature 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 response to customer needs.
For Victor Okuma, country manager of Indigitall in the country, 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.
“Today, WhatsApp is a powerful tool that is transforming the way companies communicate with their customers and has a significantly higher open and conversion rate 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 enhance conversion, WhatsApp allows you to create digital catalogs with photos, links, and buttons. So, make the most of this tool. In a customer experience, Indigitall reported an impressive 81% increase in click-through rate (CTR). “Sending messages with links directly to the e-commerce site facilitates conversion and makes the purchase process more efficient,” explains Victor.
2 – Implement Real-Time Alerts
In addition, WhatsApp has the option to keep customers informed by sending real-time alerts. Victor explains that “a car rental service that implemented an alert system reduced driver payment delays by 34%. Now, users receive instant updates on the status of their vehicles, ensuring more effective communication”.
3 – Automate to gain agility in customer service
Automating customer service via WhatsApp brings more agility to the customer and autonomy in processes, generating a significant increase in conversion rate. This type of quick and direct service not only reduces the burden on the team but also improves the experience, allowing the customer to be served in a practical and efficient way. Having a good API (a system that allows integrating WhatsApp with a chatbot, for example) with Artificial Intelligence to respond to customers can ensure personalized service.
4 – Use retargeting for abandoned carts
WhatsApp also stands out as a retargeting tool, reengaging customers who have left items in the shopping cart in an e-commerce, for example. Through tools available in the market, it is possible to send automatic messages encouraging consumers to complete a purchase they initiated on the company’s website, for instance. “A retailer who developed this strategy saw a 25% increase in sales,” highlights the Indigitall 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 continuous and cohesive journey for the customer. This approach creates a more orchestrated flow, which helps increase conversion rates and strengthen customer relationships. “If the customer started the purchase via Instagram, for example, upon receiving a message via WhatsApp, this can be mentioned, bringing a message to the customer that the company is with them, following their interests. This brings a sense of closeness and loyalty, all in a synchronized manner.”
This is possible through systems such as Indigitall’s Customer Journey, which integrates with any CRM (system that stores data on customer interactions) and creates personalized outreach campaigns.
“Today, we are one of the few tools on the market that offers an automated journey and a complete communication flow (for both inbound and outbound channels), all within a single platform and all based on artificial intelligence. This approach not only enhances user experience but also improves all performance rates, such as open rates, click-through rates, and conversion rates,” adds Okuma.
6 – Enable purchase in just three clicks
The convenience of WhatsApp allows companies to offer a fast purchasing experience, with just three clicks. This quick and convenient model led to a 36% increase in sales in an experience reported by Indigitall, proving that customers value the speed and personalization that WhatsApp provides.
7 – Promote interactive engagement
Dynamic interactions, such as giveaways and quizzes, not only attract customer interest but also generate tangible results. ‘In the e-commerce sector, a 6% increase in sales was recorded by integrating giveaways into the marketing strategy,’ says Victor.
