Improving customer experience drives sales and conversions. It’s a tested and proven strategy. In fact, An Aircall study suggested businesses that build strategies focused on improving customer support are 60% more profitable than those that don’t.
Because eCommerce is online, it has the advantage of analyzing and utilizing customer data through customer relationship management tools (CRM). There are a lot of CRM options to choose from, but in this article, we’ll be focusing on WhatsApp CRM.
Collected data is essential for building strategies that can help you improve customer experience at all stages of the sales funnel. In order for us to make the most out of these strategies, we need to learn the basics.
WhatsApp is one of the biggest communication platforms in the world. Statistics from Deman Sage show that the app has over 2.2 billion monthly active users. Its popularity became the catalyst for WhatsApp API integrations within third-party CRM tools.
WhatsApp CRM is primarily a messaging tool. But it can become one of the most diverse and flexible eCommerce tools for platforms such as Shopify. But before investing in a WhatsApp CRM, here are some factors you need to consider.
There are a handful of WhatsApp CRMs on the market. Choosing the best one for your business can take a lot of research and testing. To help streamline the process, here’s a list of features to look for in a WhatsApp CRM.
Choose a WhatsApp CRM tool that can be integrated with your eCommerce platform with ease. This saves a lot of time with deployment, data migration, and interface adaptation.
Remember, migrating large amounts of customer data can be time-consuming. Your team might also need time to re-learn a new interface. So, make sure to choose a CRM that’s intuitive.
Convenience should come for both your team and your customers. Go for a cloud-based solution that’s accessible for your team or customers on both mobile and desktop. As a rule of thumb, go for a tool with the following features:
Issues can appear at any point. Whether we’re ready for them or not, it’s better to have quick support from the developers. Even small issues can cause ripple effects across your online store.
You’d also want to go for a WhatsApp CRM that can support your business goals. Before committing to a CRM, schedule a product demo to see if the platform supports your needs.
Zoko is a WhatsApp CRM that can help you streamline and centralize your business. Some of the key features of Zoko include
The platform also provides flexible pricing options making it accessible for businesses of any size. Here are Zoko’s pricing options:
Find all of these features and more in Zoko! Schedule a free product demo today and experience how Zoko’s WhatsApp CRM can take your eCommerce game to new heights.
Top-tier CRM platforms for eCommerce gets expensive fast. This won’t be a viable option for most businesses, especially those starting out in their eCommerce journey.
The best alternative is using a WhatsApp CRM. At a reasonable price point, it can give you the following benefits:
Getting new leads is important for growing your business. But if you want to increase the average order value (AOV) of existing customers—go for lead nurturing.
One of the best ways to nurture existing leads is through conversational commerce through platforms like WhatsApp.
Invespcro did a study suggesting 80% of new leads don’t translate into sales. But companies that prioritize lead nurturing can produce 50% more sales-ready leads at 33% lower costs.
Annuitas also conducted a study that showcased how nurtured leads had a 47% higher AOV than non-nurtured ones.
A CRM can help you create automated responses to customer concerns. Salesforce did a study suggesting 63% of customers expect businesses to know their personal needs. Hubspot research also suggested that 90% of customers want instant responses.
Using customer data, you can also give automated personalized solutions to their problems. This can be further supported by keyword-based automation.
You can use your CRM to automate actions triggered by keywords sent by prospects. It can also automate actions based on user activity in your store or items stored in their cart.
Triggers can be set for common sales questions, available items, stock, and more. You can automate quizzes to help undecided prospects find the perfect item. And, you can even promote personalized promos or discounts.
Having a WhatsApp CRM tool allows eCommerce shops to have omnichannel communication. This makes your efforts centralized and easy to manage, regardless of what channels are used. It also prevents miscommunication within your eCommerce team and promotes collaboration.
Sales, marketing, and analytics teams can easily collaborate with omnichannel CRMs. Your sales team can quickly respond to customer queries while marketing and analytics can gather and analyze data on the fly—all in one app.
Now that we know what to look for in a CRM and why it's important to eCommerce, let’s explore how to boost your conversion rates and sales with WhatsApp CRM and automation.
Data from CRM helps you automate and personalize customer responses. You can use WhatsApp message templates for a variety of scenarios such as:
One of the most overlooked strategies in increasing sales and conversions is abandoned cart reminders. Data from Moosend suggest automating strategies like abandoned cart reminders and lead nurturing can improve conversion rates by up to 50%.
Solely relying on new leads for revenue can quickly become a costly endeavor. According to studies, finding a new lead can cost 5x more than nurturing existing leads. The study also suggests that the success rate of selling to existing customers is 60-70%.
Focusing on repeat customers can also help you with your upselling strategies since they’re more likely to buy products compared to new customers.
Among the most effective ways of improving customer experience is by asking them directly what your shop can improve. This shows that you value their input which can increase loyalty.
But aside from customer experience, showing product reviews and feedback is also a great way of boosting sales. Oberlo statistics cited that 62% of customers won’t buy from brands that hide reviews.
The moment your customers look for product catalogs using WhatsApp, you can show the product rating and customer reviews.
Data gathered from WhatsApp CRM can be used to power automated personalized product recommendations to customers.
Use WhatsApp message templates to provide customers with tailored product updates, promos, and discounts. This can be paired with segmentation to send personalized messages in bulk.
Data from Salesforce suggests that personalized product recommendations in eCommerce account for 24% of orders and 26% of revenue.
Just a tiny bit of convenience can go a long way in improving customer experience. Adding the option to accept and track orders within a single app promotes convenience for both users and your sales team.
The National Retail Federation (NRF) did a study and cited that 97% of customers backed out of making a purchase due to inconvenience.
Some businesses leverage both physical and online stores. This is a form of multichannel selling that helps shops reach a wider audience.
The challenge is finding a way to streamline business coming into the physical stores and online stores. One of the most efficient solutions is using WhatsApp CRM for omnichannel communication.
As mentioned earlier, up-selling is great for increasing a customer’s AOV. With the help of CRM tools, you can provide personalized up-sells to prospects.
Accenture says 91% of customers are more likely to purchase from brands that offer personalized product recommendations.
On the other side of the coin, we have cross-selling or selling related products. Let’s say you bought your dog a chew toy. A product you can cross-sell would be a dog or pet-related product such as brushes, leashes, or dog food.
Plus, your customer won’t have to look far to find these recommendations as they can get the straight from WhatsApp.
On the surface, WhatsApp may just be another communication tool. But when used as a CRM businesses can see massive improvements in sales and conversions. If you want to integrate a WhatsApp CRM into your eCommerce shops, consider the following: