In this article, we will see how to we can increase the sales of a retail business using WhatsApp.
Improving the shopping experience has always been the fixation, and the main objective, of all managers operating in the retail sector. Once upon a time (back in the old days) emails were the central element of the digital marketing strategy of 99% of retail brands. In 2020, retail customers opened on average only 11.63% of their emails. By contrast, 91.67% of instant messages sent through platforms such as Messenger and WhatsApp are opened within three minutes of receiving them.
With over 1.5 billion users worldwide, WhatsApp has become the most influential digital communication channel in the western world. The average user checks the messaging app about 23 times a day. With these statistics, it is not difficult to motivate the reasons why every retail company should consider using WhatsApp as a communication channel with its customers.
There are two main features that differentiate WhatsApp from other social media platforms: it’s more personal, and the messages sent are interpreted as authentic by those who receive them. In fact, although some large companies have implemented bot systems to manage large flows of requests, 99% of companies still manage their WhatsApp account by responding personally to each customer who contacts the business via the app.
Although the advantages of using the app in a retail context are evident, WhatsApp has various limits: for example it cannot be used by multiple operators at the same time, it does not provide accurate statistics on the chat flow, and is not easily monitored by a head of department (who has poor visibility on the quality of the answers provided by the sellers). These limitations are solved by platforms such as Callbell, created to allow you to collaboratively manage a single WhatsApp account.
Offer a new experience to customers through advice and recommendations
Modern digital customers, just like those who physically go to your shop, want unique communication with the salesperson while they shop. The assistant must demonstrate clarity and effectiveness.
WhatsApp is able to provide a quality shopping experience similar to that of when a customer goes to the store. Communication is instantaneous, customers can express their needs and in a few moments the seller can direct the customer to a specific product not only by sending text messages but real contents (photos, links, etc.) to inform the customer.
For example, let’s imagine an appliance salesman who physically finds you in his store. A customer contacts him via WhatsApp because he would like advice on buying a new centrifuge. Here the vendor, by going to the “kitchen appliances” department can send photos of the main models on display via his smartphone, listing the main characteristics and differences between the various models to the customer. This example reproduces in digital format the classic situation of a customer who is physically located in the “kitchen appliances” department and who asks the salesperson for information. A real digitalization of an experience that we all know and have experienced as consumers.
Callbell’s mobile app has also been developed to respond to these types of needs. While sharing the same WhatsApp account, all sellers will be able to install it on their smartphone and use it to reply to customers by sending product images.
WhatsApp & Retail: how to guide and inform the user while browsing your e-commerce
Consumers always carry their smartphone with them and are accustomed to frequently checking the phone for notifications and messages. In this way, companies can guarantee quick and reliable replies to their messages.
Using WhatsApp not only increases customer satisfaction and staff productivity, but also improves employee job satisfaction, as it simplifies the processes of managing communications that involve customers (it’s more instantaneous for customers, but also for employees).
Offer customer support through delivery updates
By using WhatsApp, a retail store can offer its customers excellent support from the day the order is made to the delivery date. Through WhatsApp, you can notify the user on the status of his order and he will be able to inform you quickly in case it is necessary to reschedule the delivery or change his delivery address.
This two-way conversation channel allows couriers to send parcels safely, sending photos to users and collecting users’ digital signatures. A simplified delivery experience that maximizes operational efficiency, costs and customer satisfaction.
Using WhatsApp in retail: here’s why
If you liked this article and want to know more about how to use WhatsApp and the other main direct messaging apps to grow your business, you can take a look at our blog.
Thanks, and enjoy your sales!
About the author: Hello! I am Alan and I am the marketing manager at Callbell, the first communication platform designed to help sales and support teams to collaborate and communicate with customers through direct messaging applications such as WhatsApp, Messenger, Telegram and (soon) Instagram Direct