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% when using WhatsApp for direct conversations, highlighting the effectiveness of responding quickly to customer needs.
For Victor Okuma, country manager for Indigitall in the country, more than just a messaging app, WhatsApp has evolved into an essential strategic channel, allowing businesses of all sizes to quickly connect with their customers, creating personalized experiences and expanding conversion opportunities.
“Nowadays, WhatsApp is a powerful tool that transforms the way companies communicate with their customers and has an opening and conversion rate that is much higher than conventional channels,” says Victor.
The specialist, 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 the creation of digital catalogs with photos, links, and buttons. Therefore, abuse this tool. In a client experiment, Indigitall reported an impressive 81% increase in click-through rate (CTR). "Sending messages with links directly to the e-commerce facilitates conversion and makes the purchasing process more efficient," explains Victor.
2 – Implement real-time alerts
Additionally, WhatsApp has the option to keep customers informed through real-time alert notifications. Victor says that "a car rental service that implemented an alert system reduced driver payment delays by 34%. Now, users receive instant updates about the status of their vehicles, ensuring more effective communication."
3 – Automate to gain agility in service
Automating customer service via WhatsApp brings more agility to the customer and autonomy in processes, resulting in a significant increase in the conversion rate. This type of quick and direct service not only reduces the workload on the team but also improves the experience, allowing the customer to be served in a practical and efficient manner. 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, re-engaging customers who left items in their shopping cart in an e-commerce platform, for example. Through available tools on the market, it is possible to send automatic messages encouraging consumers to complete a purchase they started on the company's website, for example. "A retailer who developed this strategy saw a 25% increase in sales," highlights the Indigitall specialist.
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 customer journey. This approach creates a more orchestrated flow, which helps increase conversion and strengthen the customer relationship. If the customer started the purchase via Instagram, for example, upon receiving a message via WhatsApp, this can be mentioned, sending a message to the customer that the company is with them, following their interests. This creates 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 interactions that the customer has with the company) and creates personalized approach 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 improves the user experience, but also all performance rates, such as open rates, click-through rates and sales conversion rates,” adds Okuma.
6 – Enable purchasing in just three clicks
The convenience of WhatsApp allows companies to offer a quick shopping experience with just three clicks. This quick and convenient model resulted in a 36% increase in sales in an experience recorded 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.
