Online shopping has added a layer of convenience to our daily life. However, it also makes it harder to actually have a conversation with a salesperson, get advice, or even suggest changes based on our preferences.
But online shopping can often become a lonely experience with no way to convey demands. This is why customers would much rather shop for some items offline, where it is easy to interact with people – especially when they need customized items.
If you want your ecommerce brand to stand out and provide a good customer experience, you should take orders on WhatsApp. Although this app started as a communication tool, today, it has also evolved into a business tool as well.
WhatsApp for ecommerce can be a game changer for your business when you use its features to the fullest with the help of a WhatsApp Business API solution provider like QuickReply.ai.
Why use WhatsApp commerce for taking custom orders
Building customer loyalty in today’s world of competition can be challenging.
To have an edge over your competitors, you must provide them with what they need and how they need it. This includes giving them the option to place custom orders on the product collection you offer!
And here’s why we think WhatsApp is perfect for it:
1. Consumers are on WhatsApp
According to recent reports, WhatsApp has over 3 billion active users. Whoever your target audience is, they will likely be using the platform too. Thus, when you enable users to create a WhatsApp order, you open your market to a wider audience.
WhatsApp is a platform that is already ingrained into their daily life. They talk to people they know on this app every day. Thus, you would be communicating with them on an app that is comfortable for them, making it simpler for them to share their preferences - as easy as speaking to a salesperson instore.
2. Higher open and click-through rate
In 2021, users spent an average of 18.6 hours on WhatsApp monthly. Considering how much time users spend on this app, they are more likely to promptly interact with the messages on WhatsApp. Unlike emails and SMS, which can be ignored easily.
According to a Mailchimp report, WhatsApp has an open rate of 98%. This means out of 100 messages, users usually read 98 of them. Additionally, WhatsApp has a conversation rate of 45-50% - this means users will click on 45-50 of the 100 messages and act upon them. These numbers are higher than an email campaign, with an average 16.97% open rate and 10.29% Click Through Rate (CTR).
This in turn also increases the likelihood of conversion into customers.
3. Higher engagement rate
If there are people around you, look carefully; almost always, someone would be texting on their phone. WhatsApp has become the default text message tool for most people. This is why users are most engaged on this app, and it has an engagement rate of 70%.
When you’re taking custom orders, it is important to capitalize on customer engagement. To be able to keep their interest in the product and turn it into a sale, the customization requests need to move back and forth as easily as possible.
4. Simplicity and familiarity with the tool
Customers like simplicity. They don’t want to jump through several hoops and search buttons to place an order or unending queues on the website for customer support. If customers can easily find what they want and talk to your team, you have already won them over. This kind of simplicity is available easily on WhatsApp, and you can take orders on WhatsApp in a way that’s as simple as talking to a friend.
Moreover, they are highly familiar with the app. They use it every day and know how to use it well; it isn’t a new tool or website they need to get the hang of. Combining these two factors, WhatsApp is the ideal solution to enable customers with custom orders.
How can you use WhatsApp to take custom orders
If you are wondering how to take orders on WhatsApp, we will tell you about the features you can leverage for your business.
1. Send a WhatsApp broadcast to promote products for custom orders
WhatsApp broadcasts are a great way to get your message across to multiple customers in one go - of course, these are consumers who have consented to receiving promotional messages from your brand at some point in their buyer journey.
With QuickReply.ai, you can set up a WhatsApp broadcast message promoting the products on which you offer customizations. Alternatively, you can also set up a catalog to display the collection of customizable products and use the broadcast to bring people’s attention to it.
Remember to not overwhelm them with too many choices in one go to make your WhatsApp broadcast message more actionable.
2. Use WhatsApp list messages to tell them what they can customize about the product
WhatsApp list messages are an easy way to make the most of your message to a customer. You can provide a menu with 10 options. Depending on the customizations you allow for your business, these options can include the dress length, color, dimensions, and more.
Based on each option, customers can trigger a response and place a custom order. And you are providing the experience of selecting among different choices on a website’s product page, except here, it is much more conversational.
3. Make it conversational
Both the options listed above can be automated using some WhatsApp order template messages, and you can allow customers to place an order without your help. This can be done quickly through a WhatsApp Business API solution like QuickReply.ai that can assist you to take orders on WhatsApp in an auto-pilot way.
However, if you want customers to ask you questions directly, share any concerns openly, and receive direct responses, then you have to make it conversational.
It becomes much easier to take orders on WhatsApp if you can hold a conversation with a potential customer, understand their needs and ensure the delivery of a product they like.
According to a report, customers who prefer online shopping like interactive experiences. They are more likely to make purchases through platforms like Facebook and WhatsApp. Especially for custom orders, conversational commerce helps ease customers’ concerns and builds trust.
4. Send product recommendations
When you interact with customers through automated tools or talk to them directly, you understand what they want. However, sometimes what they like might already be in your store. You could recommend products based on their list of requirements or make additional suggestions based on a custom order to improve the order value.
Product recommendations are also useful in cross-selling and upselling activities to help you make more sales. WhatsApp can help you sell more customized orders with ease by combining conversational commerce with the most effective conversion tactic, product recommendations.
5. Send checkout link on WhatsApp
Now you have taken all the information needed for a custom order. The customer is happy, and so are you. However, if you direct them to your website, you might end up with an abandoned cart.
You could potentially lose them if you allow them to get out of the chat screen. Eliminate such a possibility by integrating your WhatsApp Business with an API to add a checkout link directly.
The WhatsApp checkout link allows them to complete the purchase on WhatsApp itself. Once the order is placed, make sure you let them know that their order is successfully placed.
As a way to build trust, consistently provide them with order updates. Even if the shipping is delayed, tell them. You don’t want customers angrily contacting you repeatedly for an update.
6. Set up Away Messages as needed
If you want to take orders on WhatsApp that are customizable, the customer will likely want to interact with you. However, you can't always be available, especially if you are a smaller team operating during a specific time zone but providing services internationally.
You don’t want customers to reach out to you and wait 8+ hours for a response. They could quickly find a replacement product or lose interest. Therefore, it is always a good practice to set up away messages. Customize the schedule of these messages based on your availability and who will receive these messages.
Alternatively, you can automate 80% of the buyer journey with the help of QuickReply.ai using our 40+ customizable chatbots built for eCommerce businesses. These chatbots can ensure they capture all the details you will need to confirm a custom order or follow up on the same once you’re available.
7. Add labels
If you are running an eCommerce business on WhatsApp, it is easy to lose track of conversations, especially if you provide options to order directly and with customizations.
You want to segregate these two categories along with others, such as orders that are placed, on hold, delivered, and more. Labels help you segregate them all without hassle. Whenever you have a conversation with a consumer, label it with the kind of order status it holds. Adding this additional step to your conversations can help you diligently track all the conversations and ensure the custom orders placed don’t go wrong!
Empower customers with custom orders with ease
Customers usually looking for custom orders want something particular.
This also means they have a high buyer intent. They want this product and aren’t reaching out as a virtual window shopping experience.
But to be able to keep their interest hooked up until an order gets placed can be tricky - especially the timeliness of your responses.
This is where you want to leverage automation.
A WhatsApp Business API solution provider can help you to take orders on WhatsApp and assist consumers with a tailored shopping journey. By combining the power of automation and the WhatsApp Business API, QuickReply.ai has been able to help eCommerce businesses open doors to custom orders and manage them more efficiently!
So if you have been struggling to manage or get more orders on customized products, book a demo today and we’ll share our strategy with you!