We have seen a dramatic change in user behaviour in recent years, where people aren’t interested in browsing websites and apps. Let’s just accept it. We want things to be catchy enough for our attention, and we surely don’t wish to spend even a single second waiting. Either we leave things as they are, or we try to find easier ways to get them done. That’s the same theory in business communication as well. Customers want personalised interactions, instant answers to their queries, and a smoother commerce of goods and services. This has now changed normal commerce into WhatsApp Commerce. It plays a great role in helping businesses interact and support customers more familiarly and naturally.
To give you a detailed overview and understanding of WhatsApp Commerce, TrustSignal brings this blog to explain its valuable input in customer communication, and how our WhatsApp Business API can better it for you.
What is WhatsApp Commerce?
WhatsApp Commerce, by its name, is a tool to communicate with customers, process orders, discover products, and even make payments. In simple words, it is a way in which businesses can do business right inside WhatsApp. With this, customers can complete an entire customer journey right inside a WhatsApp chat window, without having to switch between different pages and apps, now and then. This is a conversational approach that allows both the customer and the business to have fulfilling conversations, where every customer journey gets completed in one flow, without causing any friction.
Also Read: A Guide on WhatsApp Automation
What Makes WhatsApp Commerce Beneficial?
Below are the reasons that make WhatsApp Commerce beneficial for businesses:
- It drives higher sales while carrying a sense of familiarity among its users. We are all very well aware of WhatsApp, and we use it every day to converse with people. Using it for business communication itself is a plus point because people won’t find it more like a marketing tool, but rather a familiar chatting place.
- Another benefit of using WhatsApp Commerce is speed. WhatsApp messages are quickly answered because of that same sense of familiarity it carries, making it an ideal channel for timely communication. It makes customers feel assured that the brand is credible enough, and understands every user behaviour.
- Personalisation also plays a vital role here. Brands can shape conversations according to the user’s past purchases, interactions, and the intent of why the conversation should start in the first place, through dynamic values like name, product name, etc.
What are the Features of WhatsApp Commerce?
WhatsApp Commerce isn’t a feature that works single-handedly, but is a driven quality supported by other features:
- Product Catalogues: They allow businesses to send products in a set of organised images that customers can easily scroll, select, and enquire about right inside the WhatsApp chat, without leaving it.
For example: A fashion brand can seamlessly display its new launches with the help of WhatsApp catalogues, where the customer can easily pick, sort, enquire about quality and sizes, and pay for the item inside one chat.
- CTWA: Click to WhatsApp Ads. i.e., CTWA, is a very new and interesting feature in WhatsApp, which routes users straight to the business’s WhatsApp chat when they click on advertisements displayed on Facebook or Instagram.
Here, customers can enquire, discover more, and even purchase and pay for the item right inside the chat, and a bot or sales team specialist will be answering all the questions systematically.
- WhatsApp Flows: These are basically a step-by-step flow in a WhatsApp conversation, that supports the entire customer journey in a sorted way. It simplifies complex processes like registration, lead qualification, and booking through reply buttons and options to pick, all inside a chat.
For example: A hospitality brand can use WhatsApp buttons to allow the customer to select a date, time, and day, and confirm their booking within minutes without having to fill in big forms.
- Payments on WhatsApp: With this feature, the buying journey of the customer becomes easier, and there are fewer drop-offs, because it can be completed right inside a chat.
For example: A D2C brand can share a payment request inside a chat, and customers can simultaneously fulfill it then and there without switching anywhere else.
Also Read: WhatsApp Marketing Guidelines
How Does WhatsApp Commerce Improve the Customer Journey?
- WhatsApp Commerce improves the customer journey because it supports customers at every stage of the buying funnel. Whenever a customer is discovering any product, brands further the process by sharing their information and answering questions instantly.
- Customers appreciate personalised recommendations whenever they inquire about an item. Brands can share options, and the customers can make choices out of them. To simplify the process, brands can then give an automated suggestion of what item to go with. This helps greatly in the consideration stage, when a customer is confused about an item.
- Once a customer makes a purchase, the brand can leverage WhatsApp to play a role in order confirmations, delivery updates, post-purchase support, and payment confirmations. This time-to-time communication helps build trust and encourages repeat purchases.
- This means fewer abandoned carts, stronger business, and strengthened customer relationships and trust.
Be it any industry, WhatsApp Commerce supports all, providing no-friction and more human-like interaction. With a robust WhatsApp Business API service like TrustSignal’s, you can always have the best of customer communication in WhatsApp Commerce.
How Can Businesses Strengthen WhatsApp Commerce With TrustSignal?
By now, we all know what WhatsApp Commerce is, how it helps different industries communicate easily, and what its features are. Now, we will know how a CPaaS platform like TrustSignal can make it even more valuable for businesses with its WhatsApp Business API services.
- Our WhatsApp Business API is built to bring out the full potential of communication commerce without any difficulty for both businesses and their customers. We are fully packed with WhatsApp’s exclusive features like CTWA, interactive flows, payments, and catalogues, to excel the WhatsApp Commerce capability.
- The best part about our service is that we are 24/7 available for all your communication needs, with its technicality and day-to-day changes, updating you about every price change, new updates, etc.
- We provide our clients with full analytics so that they can gain good visibility into user behaviour, dynamic query trends, engagement stages, and resolution times to understand service quality.
- We provide swift onboarding with a simple verification process so that there are no delays or loopholes. Along with that, we provide faster security approval and expert assistance for 50% faster and more reliable setup.
- We are training our WhatsApp services time to time to match the changing communication needs. We prioritize the comfort of our clients, and that’s something that really sets us apart.
Try out our WhatsApp Business API and experience the best of WhatsApp Commerce.
Also Read: What is a WhatsApp Chatbot?
Conclusion
WhatsApp Commerce isn’t a business trend; it is rather a newer and fresher way of how businesses communicate, sell their products, and have more visibility. The customers want instant, reliable, and personalised support and services, and WhatsApp Commerce fits all these criteria. It is not a feature; it is also not a new application. It is a new way of communicating interactively and simply. It takes down the load of scrolling through pages and downloading apps. Just a chat, where everything gets done without any extra do’s and don’t’s.
It is time to not waste anymore time but rather, save it by inculcating the habit of doing the most by actually doing very little. That is what WhatsApp Commerce is all about. To know more about these communication updates, come to TrustSignal’s way.
