With over two billion active users worldwide, WhatsApp is an effective channel for engaging shoppers across the entire customer journey, from lead generation to post-purchase. With modern consumers demanding immediate responses and 24/7 support, WhatsApp’s real-time messaging and automation capabilities empower eCommerce brands to exceed these lofty expectations.
Over 170 million WhatsApp users engage with businesses daily, unlocking opportunities to drive brand reach, awareness, and sales.
However, to be successful, eCommerce stores must take a tailored, strategic approach to their WhatsApp customer communications.
Here’s how you can use WhatsApp Business Messaging to stand out in a saturated market, along with ready-to-use message templates to engage consumers throughout the whole buying cycle effectively.
6 WhatsApp Messaging Tips, Tricks, and Templates
1. Lead Generation & Building Customer Trust
Before a customer even makes a purchase, it’s vital to establish trust and keep them engaged. WhatsApp offers a direct, personal communication channel to help you do both.
Strategy
Use WhatsApp for initial lead generation and to nurture relationships. Create an inviting space that builds rapport and confidence by offering customers a quick, conversational path to ask questions, inquire about products, or get customized recommendations.
Welcome Message Template
Hi [Customer Name], welcome to [Store Name]! 🎉 We’re excited to have you here. As a thank you for signing up, enjoy a 10% discount on your first purchase! Use code WELCOME10 at checkout. Let us know if you need help finding the perfect [Product Type].
This template warmly greets the customer, offers immediate value with a discount, and opens the door for further interaction.
2. Product Suggestions Based on Customer Preferences
Once you’ve established contact, WhatsApp can be used to offer tailored product recommendations. By leveraging customer browsing or purchase history from your customer relationship management (CRM) platform, you can ensure your messages are highly relevant, making customers feel understood and valued.
Strategy
Tailor your WhatsApp messages to suggest products the customer will likely be interested in. This can increase engagement, encourage sales, and improve customer experience.
Product Recommendation Template
Hi [Customer Name]! We noticed you’ve been eyeing [Product Name]. You might also like these based on your preferences:
- [Product 1]
- [Product 2]
Let us know if you need more details or want help placing an order. We’re here to help!
Using WhatsApp’s interactive buttons and other features, you can add a “Buy Now” or “Learn More” option, making it easier for customers to act immediately. You can also include an Instagram reel that spotlights products customers will love.
3. Instant Order Confirmations, Shipping Updates, and Tracking
Once a customer places an order, the next step is ensuring they receive clear and timely updates. Over 90% of customers believe a good customer experience makes waiting for a product bearable. WhatsApp Business Messaging is ideal for this. Keep shoppers in the loop with real-time order confirmations, shipping updates, and tracking information.
Strategy
Keep customers in the loop by sending instant notifications and updates related to their purchase, delivery, and other relevant details. Timely updates will enhance customer satisfaction and build trust in your brand.
Order Confirmation Template
Hello [Customer Name], your order #[Order Number] has been confirmed! 🎉 We’re processing it now and will send you shipping updates shortly. Thank you for shopping with [Store Name]!
Shipping Update Template
Hi [Customer Name], your order #[Order Number] has been shipped! 🚚 You can track your package here: [Tracking Link]. Thank you for choosing [Store Name]. We hope you love your purchase!
4. Instant Customer Service with WhatsApp Chatbots & FAQ Support
Customers view chat apps as the “right here, right now” channel and expect brands to respond to their inquiries immediately. WhatsApp chatbots and automated FAQ responses offer real-time support for common customer inquiries, such as shipping policies, returns, or product details, even when human support agents are off the clock.
Strategy
Set up WhatsApp chatbots or automated messages that address common queries. For instance, a chatbot can instantly provide details about return policies and exchange procedures or assist with other inquiries like product availability.
FAQ Template for Return/Exchange Policy
Hi [Customer Name], here’s everything you need to know about returns and exchanges:
- You can return items within [X] days of purchase.
- Items must be unused and in original packaging.
- To start your return, simply reply with ‘RETURN’ and we’ll assist you.
For more details, visit [Return Policy Link].
You’ll save time by setting up automated responses while delivering top-notch customer service.
5. Encouraging Reviews, Upselling & Referrals
After a customer completes their purchase, the journey isn’t over. Use WhatsApp to request reviews, encourage upselling opportunities, and invite customers to join loyalty programs or refer friends.
Strategy
Use WhatsApp to ask customers for feedback, offer personalized recommendations for related products, or invite them to participate in referral programs that reward them for bringing in new customers.
Review Request Template
Hi [Customer Name], we hope you’re enjoying your [Product Name]! We’d love to hear your thoughts. Could you take a moment to leave us a review here: [Review Link]? Your feedback helps us improve and assist other customers. Thanks so much for your support!
Referral Program Template
Hi [Customer Name], we’re thrilled you love your new [Product Name]! Want to share the love? Refer a friend, and both of you will get [X%] off your next purchase. Just share this link with them: [Referral Link]. Thanks for being part of our community
6. Post-Sale Engagement with Personalized Messages
Maintaining engagement after a sale is essential for boosting retention. It can also save you money, as acquiring a new customer can cost seven times more than retaining an existing one. WhatsApp allows brands to send personalized messages about upcoming promotions, new arrivals, or exclusive discounts to keep customers coming back for more.
Strategy
Engage customers with targeted messages that resonate with their past purchases, interests, or special occasions like anniversaries, birthdays, or seasonal promotions.
Seasonal Promotion Template
Hi [Customer Name], spring is here! 🌸 Enjoy an exclusive [X]% discount on new arrivals. Use code SPRINGSALE at checkout. Hurry, this offer ends soon!
Personalized Anniversary Message Template
Happy Anniversary, [Customer Name]! 🎉 It’s been one year since your first purchase with us. To celebrate, enjoy [X]% off your next order. Thanks for being with us on this journey!
By sending personalized offers and reminders, you foster loyalty and create opportunities for repeat business.
Deliver Exceptional Customer Experiences with Mitto’s WhatsApp API
WhatsApp Business Messaging is a powerful tool for enhancing the eCommerce customer journey. Using it strategically can create a seamless, personalized experience that increases customer satisfaction, loyalty, and retention.
Mitto makes it easy to get started with WhatsApp. We offer seamless WhatsApp API integration with your existing Martech ecosystem, including HubSpot and Oracle Responsys. You can also use SMS fallback to ensure customers always receive your messages, even if they aren’t online, ensuring you never miss an opportunity to build connections. Plus, integration is simple and seamless with our comprehensive API documentation and multilingual team of experts on deck to offer around-the-clock assistance.
Want to make WhatsApp part of your existing omnichannel strategy? With Mitto Conversations, you can manage all customer communications across WhatsApp, Viber, Facebook Messenger, SMS, and more.
Ready to enhance your customer journey with WhatsApp? Let’s chat.
