You've heard of Whatsapp, chances are you are already using it to talk to friends and family which is not surprising as it is one of the most trusted personal communication apps in the world, currently used by over 2 billion people around the world and still growing. Pretty awesome stuff.
For many users, WhatsApp is seen as a digital extension of the living room, a way to "chat" with trusted people in a safe environment. Wouldn't it be nice if companies could harness that power; penetrate the inner circle of trust, talk to customers one-on-one, and stay on the contact list as a welcome and appreciated guest?
To reach that point of acceptance can be a challenge, it takes careful consideration and a conversation strategy - something very different from regular SMS messaging that consumers can quickly tire of and flag as spam.
We are pleased to say that we can help you access that circle of trust, we can also give you guidance on how to put together a conversation strategy to help you build trust, stay relevant and keep your place there.
The WhatsApp Business API is currently in limited availability through select solution providers globally. We are proud to be one of the official suppliers - it puts us in the perfect position to help you take your conversation strategy to the next level.
What makes the WhatsApp Business API so special?
Consumers today have high expectations of the customer journey, see messaging as crucial in their shopping process, and rely on it to deliver a seamless experience. A recent research by Sentient Decision Science in a survey commissioned by Facebook show how much. Over the 70% of 8000 respondents use messaging at all stages of the shopper process:
- Pre-purchase - to make a general request or ask for information about a product or service
- Buyer: to complete a purchase or make an appointment
- Post purchase: to get support for products / services or comments on a product
If you're unable to meet your customers' conversational needs with a secure and reliable messaging platform, you can be sure the competition will be there to pick up the pieces.
That's why the WhatsApp Business API is so special, not only because it can meet your customers in the places they prefer to do business, but also because it's a powerful guided branding experience that supports multimedia content (photos, hyperlinks, PDFs). ), has an unlimited number of characters and keeps all chats stored in the same conversation for easy reference.
It all comes down to integrating conversations in the right place at the right time in the customer journey, keeping friction to a minimum and delighting customers at every possible point in their shopping journey.
How to get started
Integrating WhatsApp Business into your strategy is a simple 6-step process:
- Map the path of your customers and all points of friction along the path
- Identify opportunities to reduce any friction with timely notifications
- Decide on an integration approach: Engage an experienced solution provider, such as Sinch
- Set the required notification messages
- Promote discovery and ask for customer consent at the right touchpoints
- Agree on metrics and measure results
