The customer journey is long and nuanced, and as a brand you must make sure it is as hassle-free as possible. You need a marketing solution that works for all the major touchstones in a customer’s experience with your brand – from the time they first hear from you to the time they are enthusiastically recommending you to their friends and family.
Since so much of our communication in the modern age happens over mobile devices, WhatsApp Business is uniquely suited to serve as a solution that works for several stages in your funnel.
Today, we will be exploring how WhatsApp helps you create an unforgettable customer journey that adds value, solves problems, and keeps people engaged all the way through.
1. Customer Acquisition
I. Website Chat Bubbles
One of the major rules of thumb for creating a successful WhatsApp campaign is simple – Make sure there are as few steps as possible required for a customer to begin a conversation with you.
Website chat bubbles have become widely accepted and having a WhatsApp chat bubble means the user can easily start a conversation with your brand on their laptop and continue it on their phone when they step away from their desk.
Since the user is opting in to chat with you, it eliminates them having to first save your number to their phone before they can initiate communication.
II. Click-to-WhatsApp Ads from Facebook
Within your PPC campaigns on Facebook, instead of creating a standard landing page with a catalogue of products, you can send users to a WhatsApp conversation.
WhatsApp has become the preferred mode of communication for many people in their day-to-day lives which makes it very natural for them to be messaging you back and forth on WhatsApp.
Creating automated conversation flows within WhatsApp is quite simple so you can have a campaign-specific funnel that guides users through to buying what they saw on the ad they clicked.
III. QR Codes
QR Codes are a fantastic tool to get people on your WhatsApp list. In keeping with our theme of eliminating unnecessary steps, QR codes allow a prospect to begin a conversation with you almost instantaneously.
All they have to do is scan the QR code and voila – they are in a WhatsApp chat window with you where they can ask questions, ask for guidance and have you address any doubts they might have.
This kind of access to a brand is unprecedented, and people are more likely to trust you if they essentially have a 24-7 open line of communication with you.
IV. Product in-stock notifications/Tips and tricks
For mobile users specifically, you can create opt-ins that lead to WhatsApp communication. For example, if you are a supplement brand, you can have users opt-in to receive daily health and fitness tips from you.
Another effective way to use WhatsApp is as a notification or reminder service for when specific products go on sale or are back in stock.
Once people are in your ecosystem, you need to make sure their interest level and brand stays at a high level. WhatsApp Business can enable this in several diverse ways.
I. Interactive product recommendations
Everyone likes a bespoke recommendation. Even though on an abstract level people may be aware you have thousands (or more) of customers, they still like having a product specifically picked out for them based on their preferences.
The WhatsApp Business API allows you to create chat flows that ask the user certain questions and then query your product database on the backend to produce recommendations based on their answers.
For example, you could ask someone
- What is your favourite colour?
- What is your main fitness goal? (Build muscle/lose weight)
- Do you prefer working out indoors or outside?
And then you recommend them a set of track pants or shoes (with a convenient link to purchase said product) depending on what they answered.