WhatsApp Commerce: Build Loyalty With Personalised Interactions

Online personalised customer experiences are increasingly becoming the centre of focus for eCommerce brands. This ideally involves creating and delivering tailored interactions and offerings based on a person’s preferences and characteristics. According to Accenture, 33% of customers leave brands due to a lack of personalised interactions. This is where WhatsApp Commerce steps in.

With its focus on easy personalised experiences, WhatsApp Commerce has gained popularity in building a loyal customer base over the last couple of years. Leveraging WhatsApp Business API, online brands can easily and quickly provide customised shopping experience, extend live chat support option, and offer convenient payment options to ensure conversions.

In this blog, we’ll explore different types, benefits, and strategies for creating a loyal customer base through personalised interactions on WhatsApp.

With approximately more than 1.5 billion active users, i.e. nearly one-third of the global internet users – WhatsApp supports a wide category of businesses across the globe (B2B, B2C, D2C, D2D and more). Today, customers demand interactions to be quick, engaging and frictionless. Thus, with the help of AI, Machine Learning and smooth API integrations, interactive messages are replaced with a more responsive user experience.

When clubbed with Conversational AI, personalised messages on WhatsApp make the customer support process much simpler. Kwik Engage, powered by GoKwik, help businesses build customised interactive messages as per their business needs and increase conversions.

Majorly, there are 4 types of interactive messages launched by WhatsApp which you can implement using WhatsApp Business API Solution provider like Kwik Engage .

The benefits that a business can expect from incorporating API-integrated Personalised WhatsApp Message option are listed below:

To build a strong customer base using personalised interactions, brands first need to deeply understand users’ expectations. Some of the ways to get started are –

A quality conversational experience is paramount to WhatsApp for building a loyal customer base. Brands are leaving no stone unturned to leverage the platform’s API capabilities. A well-built and trained chatbot emulates natural conversations and is highly capable of collecting and recalling user data when relevant. It tailors the content to their interests and provides recommendations based on their past purchase behaviours. Due to this, customers feel valued, and businesses get a high probability to increase brand loyalty.

Having an efficient WhatsApp customer support system is crucial for any business to build a loyal customer base. Brands need to offer a quick, and guided path when a user seeks customer support. Setting clear expectations regarding the business hours and availability of resources, especially if a business cannot offer 24/7 support. Personalised automated responses using chatbots can be done to handle basic inquiries and provide immediate assistance 24/7.

It has been estimated that almost 65% of consumers are hesitant to purchase due to the complex procedures of returning, exchanging or getting a refund from the businesses. The process can be made simpler by just adding a response list where customers can make a quick selection of the problem and complete the process in a few clicks. Businesses can also provide a FAQ menu for the recipient to choose from, followed up with reply buttons and providing users with the options to email, call or request a call within business hours.

This is how brands can add a touch of customised support before consumers reach out and therefore allocate resources only to specific areas which require manual or human intervention.

Creating a sense of exclusivity by offering discounts, special promotions, or early access to new products/services exclusively to WhatsApp subscribers are effective hacks to keep users excited about the products or services. Additionally, a personalised approach like segmenting the customer base based on their preferences or purchase history, and sending targeted offers that align with their interests can be beneficial for brands. This demonstrates that brands value their customers’ loyalty, understand their needs and can generate repeat purchases.

While promotions and discounts are essential, it’s also crucial to strike a balance and provide valuable content to customers. Brands can share personalised yet relevant and engaging content pieces that educate, entertain, or solve users’ problems.

For instance:

Delivering consistent and valuable content helps to strengthen brand positioning and build trust among customers.

Listening to customers is one of the vital steps towards building loyalty. WhatsApp is a powerful channel for gathering customer feedback and insights. Brands need to encourage customers to share their opinions, suggestions, and experiences with the brand. Conducting surveys or asking for feedback after a purchase or one on one interaction are some of the ways companies can opt for.

In addition to this, it is also important to actively respond to feedback and take appropriate action to address any issues or concerns raised. When customers feel heard and see their feedback leading to positive changes, they automatically develop a sense of ownership and loyalty towards the brand.

Building a loyal customer base is crucial for the long-term success of any business. With the increasing popularity of messaging apps like WhatsApp, it has become essential for businesses to leverage this platform and provide personalised interactions with their customers. By implementing these five tips, brands can foster strong customer relationships, increase customer loyalty and can eventually drive long-term success for the business. Building loyalty takes time and consistent effort, therefore, one needs to be patient and committed to delivering exceptional customer buying experiences using all the above-mentioned personalised interaction strategies on WhatsApp.