Using WhatsApp for Ecommerce

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mage source: PracticalEcommerce

WhatsApp is a platform for instant one-to-one and group messaging. Owned by Meta, it’s the world’s most popular messaging app, with over 2 billion users in June 2022 alone. Whatever your business, customers are likely on WhatsApp.

Personal conversations dominate WhatsApp, but companies are beginning to see the marketing benefits, including:

  • Easy access to an audience. WhatsApp users generally have notifications switched on — businesses can contact them instantly.
  • Convenient searching. Users can search for businesses by name and phone number, helping shoppers find and contact a company.
  • No character limitations. WhatsApp has none of the character limitations of text (SMS) marketing.
  • Ability to create a business profile, which helps build trust in your company.

Using WhatsApp

Customer service. WhatsApp offers one-to-one engagement with customers and prospects. For many shoppers, it’s a convenient option for quick answers. Unlike most web chat platforms, WhatsApp does not require an open browser to receive notifications.

And merchants can use the automated “away” and greeting messages to set expectations on response times and provide self-serve options for common queries.

Marketing messages. A primary benefit of a WhatsApp business account to marketers is the ability to send broadcast messages. These are one-to-many communications, similar to SMS and email.

Broadcasts are limited to 256 contacts per list — suitable for communicating with VIP customers or those attending an event — with no restrictions on the number of lists. Small cohort group messages can build community, but they can quickly drift off-topic. You may need to mute notifications.

Businesses with larger lists can send in bulk via the WhatsApp API.

Regardless, treat WhatsApp messages much like SMS — use it sparingly.

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