WhatsApp has risen to the top of the messaging world. With so many active users, it's impossible to overlook the value it provides to businesses all across the world.
eCommerce businesses use this messaging app to get in touch with their customers, increase brand recognition, and, most importantly, provide instant support. The platform has helped innumerable online businesses improve their customer experiences resulting in increased sales.
If you are still uncertain how Whatsapp can help scale your eCommerce business, let's look at some statistics that are proof.
Whatsapp marketing statistics eCommerce businesses need to know of
General statistics that you should know about
- WhatsApp has a global user base of 2 billion active users
- WhatsApp is the most widely used mobile messenger app in the world
- Every day more than 100 billion messages are sent using WhatsApp
- On average, each Android WhatsApp user spends 38 minutes per day on the app
- India has the most monthly active WhatsApp users (390.1 million)
- Over the last four years, WhatsApp has gained 1 billion new users (2016-2020)
- Whatsapp's monthly active user base has expanded by 365 percent since it became a Facebook subsidiary six years ago, from 465 million in February 2014
- Since 2018, the amount of WhatsApp messages sent via WhatsApp has climbed by 53.84 percent
- According to data from Statista, women make up 44 percent of WhatsApp's global user base; males account for 56 percent of the remaining population
- With 390.1 million monthly active users, India has the most WhatsApp users of any country, according to eMarketer
- Last year, the four nations with the most WhatsApp users (India, Brazil, the United States, and Indonesia) added a total of 75.4 million new monthly active users (between August 2019 and August 2020)
Whatsapp for business statistics
WhatsApp has a dedicated app, WhatsApp Business, for managing business profiles and staying in touch with customers.
- According to Sensor Tower, WhatsApp Business was downloaded 18 million times in September 2021 on Google Play and App Store. Android users accounted for the maximum population (16 million downloads). iOS users accounted for the remaining 2 million installs
- Approximately 175 million users send messages to business accounts on WhatsApp every day, according to WhatsApp CEO Will Cathcart
- The largest markets for the WhatsApp Business App now are India (15 million MAU) and Brazil (5 million MAU)
- In India, 84 percent of small businesses say WhatsApp helps them communicate with their clients
- In India, 80 percent of SMBs say WhatsApp helps them expand their business
Ready to get started with WhatsApp marketing for your Shopify business? Book a demo with us today.
Whatsapp for customer support
Whatsapp vs Email
Traditionally, eCommerce companies used email to communicate with their customers. However, they have grown outdated and unnecessarily boring in recent years. Customers rarely read company newsletters, and some are even deleted before they are read. They prefer something quick and easy. This is where Whatsapp can help eCommerce businesses.
Let’s understand this better with a few points:
- People spend most of their time on smartphones doing as much as they can. Yes, they also access their emails on smartphones; however, most prefer direct messages over email. They might not be checking their emails constantly, but their WhatsApp notifications will probably be on.
- In emails, the tone of the messages is formal, which may not excite the interest of customers. Receiving a message on WhatsApp with a relaxed tone, on the other hand, feels more personal and has a higher possibility of triggering their action.
- Compared to email, responding over WhatsApp with images, videos, and GIFs is more convenient. Customers prefer WhatsApp for quick resolution because email attachments take longer to download.
- Studies show that the typical email response time is 2-3 days, sometimes even longer. Whatsapp, on the other hand, guarantees a quick response. Customers no longer have to wait for answers to their questions.
- Customers are using messaging apps like WhatsApp more frequently as they spend more time on their smartphones. As compared to email, this provides quick, easy, and reliable features.
Whatsapp vs Social Media
Social media giants like Facebook and Instagram are ruling the world right now. Hardly a day is spent without scrolling these platforms. Is it, however, profitable for businesses to use these platforms? Let's look at a few points to help us understand better:
- According to a Statista report, Facebook has around 2.91 billion monthly active users, with 340 million users in India alone. In India, the number of WhatsApp users is estimated to reach 390 million.
- To provide customer support, eCommerce organizations employ both Facebook messenger and Whatsapp. Customer service via WhatsApp, on the other hand, is more personalized, with a 1:1 connection.
- Because WhatsApp conversations are encrypted, it has an advantage over Facebook in terms of privacy.
- Through third-party gateways or the built-in WhatsApp Pay feature, WhatsApp also facilitates end-to-end transactions within the app. However, Facebook falls short in this area, as there is no method to transact within the app.
- Businesses use Instagram, which is popular among young people, to increase engagement and build a community. On the other hand, Whatsapp provides a more streamlined and personal communication channel without the need to interact with advertisements.
- Although Facebook and Instagram are still popular for sharing photos and videos, Whatsapp is a popular tool for communicating with friends and family members. Companies may need to optimize their Instagram and Facebook pages for calls, but WhatsApp does not require that.
WhatsApp vs SMS
In 1992, the first text message was sent, and we haven't looked back since. We no longer have to endure the pain of picking up the phone every time we need to communicate. Imagine a client calling you every time he needs to make a change. Isn't it frustrating?
However, as technology has progressed, the concept of text messaging has evolved as well. Whatsapp now has an advantage over SMS, and here's why:
- Compared to Whatsapp, the cost of conversion via SMS is higher
- Messages sent using WhatsApp are secure since they are encrypted and password secured
- On Whatsapp, you can automate replies, but with SMS, you must respond manually.
- Companies can use Whatsapp to interact with customers 24*7
- WhatsApp messages are better organized because customers receive a large number of SMS every day, and your SMS may get lost in the noise
Want to learn more about using WhatsApp for customer support? Book a demo of QuickReply.ai today.
Whatsapp for marketing and getting more sales
WhatsApp's potential isn't only restricted to customer service; the platform also helps eCommerce businesses generate leads and increase sales.
WhatsApp vs SMS
eCommerce companies can increase their response rate and decrease the cost of lead acquisition with WhatsApp. When compared to SMS, however, WhatsApp has a higher open rate. Most WhatsApp messages are read within 5 minutes. It's tough to keep track of SMS when there are a lot of them, but unread messages on Whatsapp stay at the top. Customers may be hesitant to access links or read SMS because they receive so many fake messages. However, getting it in a Whatsapp chat can enhance the chances of it being read.
Not only is Whatsapp cost-effective, but it is also more versatile than SMS. You may send photos, videos, and audio files, make video and voice calls and leave video messages. When compared to SMS, the expense of using WhatsApp for sales and marketing is minimal. In terms of customer preference, cost, and user interface, Whatsapp beats SMS.
WhatsApp vs Email
Email, on the other hand, is also widely used by companies to generate leads. However, WhatsApp outperforms email in terms of effectiveness. Let's have a look at it. Email and WhatsApp can both be used for sales and marketing. On the other hand, thousands of marketing emails are never opened and end up in the spam folder. It's easier to send videos of product demonstrations and respond to questions over WhatsApp than via email. WhatsApp provides a better ROI than email because of personalized responses, immediate help, and a high open-rate.
WhatsApp vs Social Media
While many people might not open email every day, they try opening their social media accounts once. Companies understand this and thus spend heavily on social media advertising. Social media networks may allow them to reach a larger audience; keep in mind how easily a message can get lost in overcrowded spaces.
Reaching out to customers directly, on the other hand, can be more effective. Because of the increasing reliance of businesses on social media, the cost of advertising has risen significantly. Hence, WhatsApp has become a platform for small businesses to reach their target audience.
WhatsApp vs Search Ads
If companies are looking for a more targeted approach, they might opt for search ads. Although search advertisements are an excellent approach to produce B2B leads, the expense of acquiring these leads is costly.
Conversion rates are one of the most important indicators of marketing success, but CPA gives you a business perspective on how well your campaign is doing. If you want individuals who view your search ads to actually message you, you might want to think about running ads that click through to WhatsApp in Ads Manager while planning your advertising strategy.
Can you really use WhatsApp for eCommerce marketing and sales? Explore WhatsApp marketing with QuickReply.ai.
Key statistics related to chatbots
Chatbots are a novel way for businesses to interact with their customers. It has aided businesses in streamlining their customer interaction process, improving operational efficiency, and lowering customer support costs.
But you can't just set up a chatbot and forget about it. You must constantly monitor its performance to see whether it is assisting you in achieving the intended result. If you're not sure what KPIs to determine whether or not your chatbot is generating actual sales, check out our blog.
WhatsApp chatbot is also an AI-powered automated software that communicates with customers as a real person. Customers can now get assistance on their preferred platform in seconds.
The numbers below demonstrate the potential of WhatsApp Chatbot for your business.
- In 2020, 67 percent of consumers throughout the world used a chatbot for customer service
- Chatbot usage, according to Business Insider Intelligence, would save firms in the healthcare, finance, and retail sectors over $11 billion annually by 2023 due to their capacity to reduce the burden of administrative work
- By 2023, businesses and consumers will have saved 2.5 billion hours by adopting chatbots.
If you've never used a chatbot before and want to test it before implementing it across your organisation, we recommend starting with QuickReply.ai. It's jam-packed with features like team inbox, AI chatbots, advanced analytics and allows you to experiment with a variety of scenarios.
To Whatsapp or Not
Whatsapp marketing for eCommerce has become an integral part of our lives today. Imagine your life if you didn't have Whatsapp for all of your formal and informal conversations. Whatsapp has surpassed all other social media platforms due to its simple user interface with easy-to-use features.
The platform's utility has grown beyond texting, and businesses now use it to accept payments, provide customer service, and communicate directly with customers.
Businesses formerly struggled to engage with customers, but the process has been much easier since the introduction of WhatsApp eCommerce marketing. Statistics show that more and more businesses are entering the WhatsApp ecosystem. In the coming years, the number will continue to increase.
However, if you don't have a good system in place, sending messages with WhatsApp can be difficult.
With smart automation and two-way conversations, systems like QuickReply.ai can help your organization take care of marketing, customer service, and more.
QuickReply.ai includes pre-trained eCommerce bots that can handle even the most difficult questions and provide prompt responses to increase sales. This keeps customer service at the forefront of your customers' minds.
QuickReply.ai can help you harness the potential of WhatsApp eCommerce marketing. Now is the best time to schedule a free demo.