The significance of customer retention cannot be overstated when it comes to business success. Research has indicated that when you boost customer retention, you can increase business profitability by anywhere from 25% to an impressive 95%.
Selling to existing customers is easier than acquiring new ones as they already know your business and have used your products or services. The likelihood of selling to an existing customer is 60-70%, while it is only 5-20% for a new prospect.
In this blog post, we will explore different approaches for utilizing WhatsApp to boost customer retention.
How to boost customer retention using WhatsApp?
Rather than waiting for customers to lose interest or not return, it's important to prioritize retention by engaging with them from the very beginning of your relationship. This includes those who have made a purchase or subscribed to your list.
WhatsApp Business is a significant platform for businesses looking to improve their customer retention efforts. WhatsApp for Shopify offers a convenient and effective way to engage with customers, build stronger relationships, and keep them coming back - when strategized well with the help of a WhatsApp Business API solution provider like QuickReply.ai.
Here are some key customer retention strategies to boost customer retention using WhatsApp:
1. Ask for feedback on experience after a purchase is made
Asking for feedback after a purchase is an important aspect of customer retention because it shows that you value your customer's opinions and are committed to improving their experience. By gathering feedback, you can gain insights into their satisfaction levels, identify areas for improvement, and address any issues they may have encountered.
Reach out to them on WhatsApp and ask them if they liked the experience of shopping from you. make your message clear and concise by explaining that you're looking for feedback on their experience. Provide specific questions to guide their feedback, such as asking about the quality of the product, delivery speed, or level of customer service.
WhatsApp also makes sure to respond promptly to any feedback you receive, demonstrating that you value their input and are committed to improving their experience.
Recommended read: How to use interactive messages to collect customer feedback on WhatsApp
2. Ask for feedback after a few days of the order getting delivered
By waiting a few days, you give the customer a chance to experience the product or service and form an opinion based on their experience. This can provide valuable insights into the customer's satisfaction levels and help you identify areas for improvement.
Asking for feedback at this point demonstrates that you care about their experience beyond just the point of sale.
It can also help to catch any issues or concerns early on, allowing you to address them before they become larger problems that could lead to customer churn.
WhatsApp Business API offers features like Message Templates, WhatsApp surveys, WhatsApp Notifications, and a WhatsApp Chatbot that can be used to ask for feedback after a few days of the order getting delivered for customer retention.
3. Request a product review from them and offer loyalty points in return
Requesting a product review from customers and offering loyalty points in return is important to boost customer retention because it incentivizes customers to engage with your business and encourages them to make repeat purchases.
Reviews provide valuable feedback that can help businesses improve their products or services, and they also serve as social proof that can influence the purchasing decisions of other customers.
By offering loyalty points in return for reviews, businesses can show customers that their feedback is valued and create a sense of loyalty and appreciation. This can ultimately boost customer retention and satisfaction.
WhatsApp Payments can be used to offer loyalty point rewards directly to customers' WhatsApp wallets, providing a seamless and convenient experience.
4. Invite customers to join your loyalty program by telling them about how it could benefit them
Inviting customers to join your loyalty program by telling them about how it could benefit them is important to boost customer retention because it incentivizes customers to engage with your business, encourages them to make repeat purchases, and ultimately creates a sense of loyalty and appreciation.
By highlighting the benefits of your loyalty program, such as exclusive discounts, early access to new products or services, and personalized offers, businesses can show customers the value of being a part of their program.
This can lead to increased customer satisfaction and retention, as well as positive word-of-mouth recommendations to other potential customers.
WhatsApp Notifications can be used to send timely and relevant updates to customers, including reminders about your loyalty program and notifications about new benefits or rewards.
5. Send personalized product recommendations based on what they have purchased from you
Sending personalized product recommendations based on what a customer has previously purchased from your business is important for customer retention because it helps to create a more personalized and engaging shopping experience.
By analyzing a customer's purchase history and browsing behavior, businesses can identify products that are likely to be of interest to that customer and recommend them in a targeted and relevant way.
When customers feel that a business is tailoring its offerings specifically to their needs and interests, they are more likely to feel valued and loyal to that business.
The WhatsApp Business API also offers a Product Catalog feature that allows businesses to showcase their products and services in a visually appealing way.
By displaying relevant products to customers based on their purchase history, businesses can increase the chances of making additional sales and boost customer retention.
6. Send a thank you message to your customers and acknowledge support
Consumers appreciate when brands acknowledge their patronage and show gratitude for their business.
By sending a thank you message after a purchase, businesses can make customers feel valued and appreciated, which can lead to increased customer satisfaction and loyalty. It also helps to create a positive brand image and can encourage customers to continue doing business with the company in the future.
A thank you message can be used as an opportunity to offer special promotions or discounts, which can incentivize customers to make future purchases and improve customer retention.
You can create a pre-approved WhatsApp message template that includes a thank you message and send it to customers after they make a purchase.
7. Send customers discounts that have been successful for you in the past
Sending your customers' similar discounts that have worked for you in the past is important because it increases the likelihood of them making a purchase.
If you have noticed that a customer has repeatedly bought from your flash sales, it's a good idea to send them messages promoting those sales.
This is because the customer has already shown interest in that particular type of discount and is more likely to respond positively to it. By tailoring your promotions to the customer's interests, you are more likely to retain their loyalty and keep them coming back for future purchases.
This approach demonstrates that you understand your customers and are willing to provide them with offers that are relevant to their preferences.
Businesses can use Message Templates to send predefined messages to customers, including discount offers. By creating a template that includes specific details about the discount offer, businesses can quickly and easily send it to customers who have shown interest in similar offers in the past.
8. Offer first orders on a limited range of products to your existing customers
It is important to announce special collections that come to stores to your existing customers before others because it makes them feel valued and appreciated.
By giving them early access to new products, you are showing that you prioritize their loyalty and are willing to reward them for it.
This can help to build a stronger relationship with your existing customers and encourage them to continue shopping with you in the future.
Additionally, if they are excited about the new collection, they may share the news with their friends and family, which could bring in new customers as well.
WhatsApp Broadcasts can be used to send personalized messages to a group of customers. You can create a broadcast list of your existing customers and send them an announcement about the special collection.
9. Offer exclusive discounts only to your existing customers
Offering exclusive discounts only to existing customers is important for customer retention because it makes them feel valued and appreciated.
When customers feel like they are getting a special deal that others are not, they are more likely to continue buying from your business.
Exclusive discounts can incentivize customers to make repeat purchases and try out new products or services from your business. By rewarding loyal customers with exclusive discounts, you can foster a strong relationship with them and increase the likelihood of their continued business.
A WhatsApp Business API solution provider can help you automate all the WhatsApp API features that are used for customer retention and enhance WhatsApp customer satisfaction.
This means that you can create and send messages, notifications, surveys, and more automatically to your customers without the need for manual intervention with an apt WhatsApp marketing strategy.
By automating these processes, you can save time and resources while still providing a personalized and timely experience to your customers.
QuickReply.ai is a complete WhatsApp business solution for eCommerce brands that uses intelligent automation and two-way conversations to ensure that your customers stay informed with timely alerts and helps to keep them satisfied.