The reach of WhatsApp with 1.5 billion users reflects the enormous potential of the channel. The WhatsApp Business API, with its huge reach, offers so much more!

Therefore, in the context of this blog post, we would like to point out a few application examples along the customer journey to identify the opportunities as a CRM, sales and notification channel.

deutsche Version

The following chart shows a sales funnel and different points of contact, how WhatsApp can be used along the journey for 1: 1 communication, and what percentage of surveyed users of a study would use those services.

Source: “Motivations, Mindsets and Emotional Experiences in Messaging (vs. Feed)” by Sentient Decision Science (Facebook-commissioned survey of 8,156 people in BR, GB, IN and the US), Jun 2018. Research refers to daily messaging app users surveyed who had messaged a business in the past three months using one of their most commonly used apps.

 

Pre-purchase phase

Providing a value added service to the user in the initial phase of a purchase at the right time is quite challenging, since the buying impulse should not be disturbed. Therefore, work with rules that will help you get started with the WhatsApp Business solution at the best possible time to help you with the sales process through advice or reminders. Conceivable entry points for the WhatsApp Opt-in dialog would be e.g. User jumps between two product details pages (product comparison), user lingers longer on a product details page (indecision) or an exit intent (unsuccessful search). If you find the right time then customers will want to contact you on WhatsApp and you’ll experience high entry rates into the WhatsApp channel, where customers will come to you with product & service requests.

Post-purchase phase

Upon completion of the transaction, WhatsApp offers a wide range of after-sales services and, as a brand, the opportunity to retain the user after the conversion and extend the customer journey. After the transaction, the customer can request more information, e.g. a query on the delivery status via WhatsApp addressed to you or after delivery of the package comes with a support request to you. However, with the help of automated questionnaires, you can also get valuable customer feedback from your users.

The WhatsApp Business API offers you many opportunities to accompany your users along the customer journey with value-added services and communication. We are happy to discuss with you how the WhatsApp Business solution can be used for your customer communication.

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