WhatsApp is the world’s most popular messaging app for good reason: it’s fast and easy to use, plus it allows you to send messages without having to pay for SMS. It’s also incredibly popular among eCommerce marketers who are looking for ways to build relationships with their customers. But just because someone has downloaded your app or subscribed to your page doesn’t mean they’ll actually engage with it. And that means there’s a huge opportunity for brands on WhatsApp—if they can figure out how best to use group chat features in particular.
1. Establish the Right Tone and Content
- Establish the right tone. Your brand should have its own unique voice, and it’s important to make sure that your tone matches up with what you’re trying to communicate.
- Provide valuable content. If people are going to engage with your content, they need to find it valuable and relevant—and they won’t if all you do is post self-promotional links or promotional offers without providing any context or value first.
- Make sure the content is interesting. You want people in your group chat or channel to keep coming back for more, so make sure you’re posting interesting things there every day! This can include anything from short videos about upcoming sales (or just about anything else) as well as articles about recent trends in e-commerce and other topics related directly/indirectly related – but only if those articles are also relevant in some way shape form fashion apparel style store shopping line.”
2. Build a Community
In order to build a community on WhatsApp, you need to communicate with your audience. Provide value by answering questions and responding to comments. Listen to what your customers have to say and respond accordingly; don’t be afraid of negative feedback because it can lead to improvements in the future.
When you engage with your audience on WhatsApp, they will feel like their voice matters and that they are being heard by the brand. This results in more loyalty towards the brand as well as more engagement with other community members.
The most important thing for all eCommerce businesses is customer retention over time, so don’t be afraid of adding new customers if it means losing some old ones!
3. Retain Users
You can use group chats as a way to retain your customers. The more you engage with them, the more likely they are to stay loyal to your brand.
- Provide a way for customers to contact you
If there is an issue with the product or they have questions about the product, make it easy for them to contact you. Create an email address and provide it on your website so that users can send in their questions or concerns without having to type out long messages in a WhatsApp group chat. It also helps if this email address is linked directly from different places on your website so that users can quickly find where they need to go if they want information about ordering products or sending comments/complaints.
- Give your customers a reason to stay
Keep up-to-date with new products by providing updates through social media channels like Twitter and Facebook—but also make sure these updates aren’t just limited solely towards potential clients but include current ones as well! If you offer special discounts for loyalty memberships program or special offers based on birthdays (instead of just sending someone flowers), then these would be good examples of ways in which eCommerce businesses could use WhatsApp groups better than other platforms such as Facebook Messenger or Instagram Direct Messages (DMs).
WhatsApp can be a useful tool for eCommerce, but you need to be strategic about how you use it.
If you’re looking to use WhatsApp as a customer relationship management tool, here are 3 tips that will help:
- Use WhatsApp for customer service
- Build a community on WhatsApp
- Retain users by offering exclusive offers and discounts through the app
WhatsApp is an excellent tool for customer service because it allows companies to connect directly with their customers in real time via text message. The ability to reply quickly is especially important when dealing with less serious issues such as shipping delays or shipment problems, but it can also be very useful in handling more complex conversations such as refunds or returns requests. In general, a chatbot isn’t necessary when interacting with customers over messaging apps like Whatsapp; however, some businesses may find they need one depending on how many customers they have or what kinds of questions they’re getting asked (e-commerce merchants might want automated responses).
With these three tips, you’re well on your way to building a loyal group of WhatsApp users. We hope that this post has given you some ideas on how to use the app in your business—and we can’t wait to see what you come up with! If you have any questions about the social media aspect of e-commerce, feel free to reach out and ask us more about it.