3 reasons why you should use WhatsApp e-commerce

10 November 2021

3 reasons why you should use WhatsApp e-commerce

As WhatsApp ventures into the e-commerce area and expands the variety of services it provides businesses, it is rapidly becoming the perfect tool for client engagement and a great platform for conversational commerce. The prospect of selling goods and services to clients using WhatsApp as the primary channel has given rise to the term WhatsApp E-Commerce.

WhatsApp has been crowned the world’s leading messaging platform. For its end-user, it is a simple, efficient, and useful chat tool. These capabilities have sparked increased demand from businesses, which is why WhatsApp launched its Business platform.

Several factors indicate that WhatsApp c-commerce is unquestionably ready to be the next big thing for marketers. Whether it’s WhatsApp’s expanded capabilities and enhanced features, the shift toward conversational commerce, or ‘contactless’ shopping, WhatsApp is unmistakably defining the future of business. WhatsApp e-commerce makes it easier for users to browse available products and make purchases directly from a chat, right from a platform that they already use to communicate with friends and family. Businesses must remain on top of these developments and ensure that they are prepared to engage on their customers’ favorite channel.

3 reasons why you should use WhatsApp e-commerce

The era of contactless commerce

The COVID-19 pandemic, as well as the social distancing rules and conventions that have emerged as a result of it, resulted in huge shifts in consumer behavior. One of these conventions is the need for ‘contactless’ shopping choices, which would reduce or eliminate the necessity for physical connection with store employees or other customers.

Needless to say, this condition has boosted conversational commerce significantly. And, with WhatsApp e-commerce usage increasing by 40% during the COVID-19 pandemic, it has become the preferred channel for many housebound consumers to place food and grocery orders and track deliveries. While COVID-19 has undoubtedly impacted operations for many organizations throughout the world, it has also presented businesses with many opportunities, one of which is the increased demand in conversational commerce and contactless shopping. This suggests that WhatsApp is set to be the driving force of opportunity and position itself as one of the leading commerce platforms.

WhatsApp’s capability as a platform for conversational commerce

WhatsApp’s reach as the world’s largest messaging app, along with features that support rich content for a seamless customer experience, makes it a must-have platform for marketers looking to enter the world of conversational commerce.

WhatsApp is already the platform of choice for individuals to connect with friends and family. So the next logical step is to build a perfect WhatsApp e-commerce. That way, customers can use it to chat with businesses to inquire about goods and services or make purchases. Customers find it easy to communicate with brands via WhatsApp, and when given the opportunity, they will readily use WhatsApp as a shopping tool.

WhatsApp Business API, on the other hand, adds new capabilities to make the customer experience more engaging and conversational. These include quick replies and interactive buttons that allow users to move through interactions with businesses more quickly. The recent addition of buttons in chat, list messages, and rapid answers adds interactive features to talks, making them more fluid.

The post-sale support opportunities

Perhaps the most significant advantage of using WhatsApp for post-sale communication is that it makes it extremely simple for both parties. Customers can benefit from its easy and seamless nature as they won’t feel rushed or inconvenienced, and organizations can merge every department to eliminate siloing and provide the quickest support experience to every single customer.

Customers will never feel ignored or overlooked if you use automated messages to answer them 24 hours a day, seven days a week. This feature can also let you remind consumers of their wait time, follow up with links to FAQ pages, greet new customers, and even prompt users to book a time to chat.

WhatsApp makes it incredibly simple to integrate chatbots. According to Gartner, chatbot assistants reduce phone, chat, and email inquiries by 70%. Chatbots, when combined with WhatsApp e-commerce makes things even easier and faster for both customers and enterprises. The possibilities are endless when it comes to conversational commerce.

WhatsApp e-commerce with Desk360

If you’re thinking about enriching your e-commerce business with WhatsApp, the Desk360 platform is the way to go. With its complete suite of features, from integration to chatbots, Desk360 is an experienced CRM provider that can fulfill your company’s every requirement, including providing you with a WhatsApp Business account if you’re looking for one. To find out more, visit our website and look through our feature list. If you have any questions, please contact us at info@desk360.com.

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