The Potential of WhatsApp E-Commerce Integration
WhatsApp has revolutionised the messaging industry. It is convenient, accessible and efficient. Since its launch in 2009, the mobile application has been boasting over 1.6 billion active monthly users. As Arundhati Ramanathan points out, Whatsapp is moving from being just a peer to peer messaging platform to a space in which companies can conduct business. Especially in India, an average Indian spends close to 1.2 hours on social media sites. No wonder, it has huge potential when it comes to e-commerce which can drive consumer acquisition, retention and improve experience. Of course, this makes sense when we look at the huge exchange of information on the platform: 65 billion messages on a daily basis.
Retailers have a great opportunity to get conversational commerce running on WhatsApp. In November 2019, WhatsApp launched a catalogue feature which has allowed businesses, small and big alike, to create a ‘mobile storefront’. The decision comes with the intention of monetising the popular messaging app. With the catalogue feature, the businesses can create a profile which enables them to be able to share a photo, price description and link. The sellers can use these dynamic state of the art features of WhatsApp; images, gifts and videos; to create an interactive experience for the buyers. However, the characteristic still does not allow customers to buy directly from the app, unlike Instagram.
What else? WhatsApp chatbots can help intrigue and engage customers in a manner unlike ever before. These bots also send follow ups, if and when required. The feature enables a personalised experience for the customers, greeting users by their name, showing them a menu in their preferred language and also allowing customers to opt-out of these messages. In addition, thanks to WhatsApp end-to-end encryptions, the businesses can send crucial sensitive information to customers instantly and securely, such as transaction confirmations, invoices and notifications. The chat bots can also offer post sale support and customer support to enhance the customer buying experience.
Hence, WhatsApp e-commerce feature has transcended the boundaries that it had previously established. It is not just a messaging app, it is a platform that allows businesses to get in touch with their clients whenever and wherever they are. The platform is a perfect way to deal with customers and has the power to transform and personalise the way sellers communicate with their client base.
Retailers have a great opportunity to get conversational commerce running on WhatsApp. In November 2019, WhatsApp launched a catalogue feature which has allowed businesses, small and big alike, to create a ‘mobile storefront’. The decision comes with the intention of monetising the popular messaging app. With the catalogue feature, the businesses can create a profile which enables them to be able to share a photo, price description and link. The sellers can use these dynamic state of the art features of WhatsApp; images, gifts and videos; to create an interactive experience for the buyers. However, the characteristic still does not allow customers to buy directly from the app, unlike Instagram.
What else? WhatsApp chatbots can help intrigue and engage customers in a manner unlike ever before. These bots also send follow ups, if and when required. The feature enables a personalised experience for the customers, greeting users by their name, showing them a menu in their preferred language and also allowing customers to opt-out of these messages. In addition, thanks to WhatsApp end-to-end encryptions, the businesses can send crucial sensitive information to customers instantly and securely, such as transaction confirmations, invoices and notifications. The chat bots can also offer post sale support and customer support to enhance the customer buying experience.
Hence, WhatsApp e-commerce feature has transcended the boundaries that it had previously established. It is not just a messaging app, it is a platform that allows businesses to get in touch with their clients whenever and wherever they are. The platform is a perfect way to deal with customers and has the power to transform and personalise the way sellers communicate with their client base.
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| Source: 4Webs |
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