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In this article, we'll explore post-purchase automation on WhatsApp. Discover how to streamline customer feedback and product review requests for better satisfaction. Learn how automating your post-purchase communication can enhance your customer's experience.
Today, making a sale is not the end of a business’s goals. With so many online businesses, it’s easy to get lost in the crowd. That’s why it’s important to stand out with a stellar customer experience to ensure buyers keep coming back for more.
In addition to your product or service, customers want to know that they’re valued as individuals. They want to feel like they matter and that their feedback matters, too.
The easiest way to do this is by actively improving your business’s post-purchase experience.
While most companies already have a system to automate post-purchase customer feedback via email, they tend to forget WhatsApp which has grown to become a great communication channel between brands and customers.
However, you have to do it right — otherwise, you’ll just end up annoying people and driving them away from your brand.
In this article, we will show you how to request customer feedback on WhatsApp.
What is post-purchase WhatsApp automation in eCommerce?
Post-purchase WhatsApp automation is the process of sending automated messages to customers after they purchase a product. The WhatsApp messages are designed to increase customer satisfaction, increase product reviews, and improve customer experience.
Post-purchase automation is not just about sending thank-you messages or presenting your customers with a survey after they make a purchase. It’s about using technology to create a personalized experience that matches their needs at each stage of the buyer journey.
This includes 3 types:
Order status and shipping
After making an order, customers want to know when it will be shipped and whether there are any issues with the payment or delivery address. If there are any problems, this is the time for you to step in and reassure them that everything will be taken care of as soon as possible and give them an estimated date on when they can expect their package to arrive.
Feedback request
A business owner needs to get feedback from customers. Involve your customers in your business processes by asking them what they like and don't like about your product or service. You will be amazed at the insights that you can gain with respect to how you should build, market, and price your product or service because of their response.
Also read: How To Use WhatsApp Interactive Messages For Feedback Collection?
Review request
After completing their purchase, customers often forget about leaving a review on your website which results in lost sales and poor reputation among other things like a lower conversion rate, etc... Send them a reminder asking them to leave a review, this increases the chances that they'll actually do it!
Also read: How to Get More Product Reviews using WhatsApp Marketing? | QuickReply.ai
Why is post-purchase automation important?
1. Identify if your customers are satisfied
When you’re selling a product or service online, it’s easy to lose sight of the fact that you’re dealing with real people who have real needs. You know what you want them to do: buy your product or service. But it’s not always easy for the customer to figure out if this is the best option for them.
Post-purchase feedback and reviews enable you to identify happy and unhappy customers. These are two groups that have very different needs, which can be addressed in different ways. Happy customers want to share their positive experiences with others, while unhappy customers want to vent their frustrations to someone who will listen.
2. Improve your sales process
It’s also important for you as a seller to understand why some people may not be buying from you as often as others — and what can be done about it.
For example, if a customer has purchased from you twice but hasn’t come back since then, there might be something wrong with your sales process that needs addressing. Or perhaps there are certain things about your business that aren’t clear enough for potential buyers, so they don’t feel confident enough to purchase from you (and thus don’t end up buying anything).
3. Gather social proof
Post-purchase customer feedback is important because it improves your brand image. When customers leave reviews about their experiences with your product, it helps to build trust between them and you as well as improve the overall quality of the products you offer.
This makes it easier for future customers to trust what you say about your products and what they should expect from them in terms of quality and performance.
4. Makes consumers feel valued
Consumers want to feel like they’re heard, and they want their opinions to matter — especially with large companies. Post-purchase feedback gives them that opportunity.
A simple WhatsApp message asking customers for their opinions can make them feel appreciated by your business. Additionally, it shows you are interested in what they think of your product or service.
5. Improve your product
If customers have something negative to say about your product, you should be able to use that information to improve future versions of the same product or service. Furthermore, if your customers are happy with your products, this will encourage others to buy from you as well.
How to automate post-purchase communication?
1. Sign up with QuickReply.ai
Log into your WhatsApp Business API solution provider’s dashboard.
2. Choose an event trigger
Next, you will need to select an event trigger for which you wish to get reviews and feedback. This could include -
- An order has been placed
- A product has been delivered
- A customer has reached out to your support team
It is best to send out requests for customer feedback almost immediately after the order is placed and for product reviews after 4-5 days of delivery (however, this is subjective to the industry you belong to and what kind of products you sell).
3. Personalize and configure your message
Next, set up a message template for sending out requests for comments or reviews from customers. You can either choose to use an existing WhatsApp template or customize and configure one yourself.
Try to incorporate personalization elements like first name, product details, etc. along with an easy way to submit feedback or share a product review.
4. Enable automation
Finally, you will want to enable automation.
By the time you reach this step, your logistics aggregator would have connected to your store, and your store will be seamlessly integrated with your WhatsApp Business Platform.
Post-purchase WhatsApp automation template messages
Customer feedback and product reviews are essential for any business to thrive. They help you get a better understanding of what your customers want, which in turn helps you improve your products and services.
WhatsApp is one of the most popular messaging apps in the world. It has over 1 billion monthly active users and provides a great platform for businesses to reach out to their customers. But how do you ask for customer feedback? And what if you want to get a review from people who have used your product?
Here are a few template messages to get you started -
Customer feedback request
Template 1:
"Hi [name], we hope your experience with [store name] was great! We're always looking for ways to improve our services, so we'd really appreciate it if you could leave us some feedback on how we did."
CTA >> Sure, I’d love to submit feedback.”
Template 2:
“Hey [name], thank you for your recent purchase at [store name].
While we’re packing your order and preparing to ship it, we’d love to get your feedback on your experience so far!
This helps us improve your shopping experience the next time. Please choose one of the following to share customer feedback on -
- Ability to find products easily
- Availability of product variants
- Need better shopping assistance
Your feedback is important to us and we appreciate your help! Thank you!”
Template 3:
“Hey [name], thank you for purchasing [product name] from us!
While we’re packing your order and preparing to ship it, we’d love to get your feedback on your experience so far!
Did you like shopping with us? Was it easy to find the product in our store?
CTA >> Yes, I loved it! | No, it needs improvement.”
Template 4:
“Hi [first name],
We want to hear about your experience of shopping with us.
Please take a few minutes and complete this short survey. The information we collect from this survey will help us improve our service and make sure we are providing our customers with the best possible experience.
Link >> xyz.com/review”
Template 5:
“Order delivered!
Hey [name],
Your order of [product name] from [store name] has been delivered.
To track your order or provide feedback, click the button below.”
Product review request
Template 6:
“Hey [name],
Thank you for purchasing [product name].
We’re always looking for ways to improve our product. We’d love your input on how we can do that better.
If you have a minute, please click on the button below to leave a review.
CTA >> Submit product review”
Template 7:
“Hey [name],
Thank you for your recent purchase of [product name]. We hope the order reached you in time!
We’d love to know how you feel about the product so that we can improve it further. Please leave your honest opinion and feedback for us below.
Click on the link below to leave your review.
CTA >> Sure, I’d love to submit a review.”
Template 8:
“Hey [first name],
We value your opinion so please let us know what you think of our [product name]. Your feedback is important to us and will help shape future products. In exchange for your time, we’ll give you a coupon code worth $10 off your next purchase!
CTA >> Submit product review”
Best practices to follow for WhatsApp feedback/ review automation
1. Personalize your requests
Don’t send out the same message to everyone; use information like their name and order number to personalize your request. This will make them feel like you care about them as individuals and hopefully motivate them to take action on your request.
Remember, you don’t want your customers to feel like this is yet another task to complete!
2. Keep your message simple
Don't be too pushy with the language in your automated messages. You want to make it easy for customers to respond, but you don't want them to feel like they're being sold to.
A friendly approach can help you get better results from your automated messages. Try using phrases like "thank you" or "we appreciate your feedback."
Be polite and don't nag customers — if they're happy with their purchase, they'll be happy to leave a review! Asking too often will just turn them off and result in fewer reviews overall.
3. Send interactive messages
For better response rates, it is best to leverage interactive messages using the WhatsApp Business Platform. This includes -
- Using list messages to ask what a customer would like to share feedback around
- Using reply buttons to link to the product page or let them speak to an executive to share feedback
- Creating follow-ups to create simple Q&A style feedback request
4. Include product/ purchase details
The most important thing you can do when asking for feedback is to make it clear which product or service the sender is talking about.
You'll want to include information about their purchase — including details like the date, price, and any other relevant details — so that you know exactly what they're reviewing.
For example: "Was everything in order with your recent order of [product]? If not, please let us know about it." This type of question will get more responses because people will be able to answer it clearly and easily.
5. Monitor the numbers
Monitor the number of requests you send out daily/weekly/monthly so that you know how many people are using your service and whether or not you need to tweak anything else in your campaign strategy or messaging style.
6. Don't wait too long after order
The longer you wait after someone buys from you, the less likely they are to be thinking about their experience with your company.
In fact, new research from Sprout Social found that 64% of people who don't leave reviews say they don't because they forget or don't remember how much they like or dislike something until days later. Make sure that doesn't happen by sending an automated email asking for feedback within a few days of purchase.
Wrapping up
Automating your customer feedback and reviews is an excellent way to make customer relations easier and more efficient, saving you time and money. Not only that, but it also has the potential to generate more positive customer interaction, which will lead to additional customer loyalty.
Furthermore, automating the process with an app like QuickReply.ai means that you can easily scale your feedback collection efforts.
Take your WhatsApp marketing to the next level by signing up for our free demo today, and don't be afraid to automate some of the tougher parts of running a business.
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