We just got live on Shopify's App Store
CHECK HERE

Businesses that successfully engage with their B2B customers experience a 63% drop in customer attrition. However, it is getting harder for companies to engage existing customers due to increased competition and communication channels. But if customers have bought from you at least twice, it shows their trust in your brand. They are more likely to purchase from you in the future. These are the customers you must retain.

Remember that getting customers to buy something from you is the first step. It's important to proactively communicate with your customers to engage and re-engage with them. But for that, you need a direct and more personalized communication channel.

It's where WhatsApp comes into play. With an open rate of 98% and a click-through rate of 45-60%, WhatsApp is a great channel for it.

In this blog, we'll share some proactive customer engagement strategies using WhatsApp marketing. Let's look at them.

Keep your active customers proactively engaged with WhatsApp marketing

It costs up to 7x more to acquire a new customer than to retain an old one. Your existing customers are more likely to make another purchase when you engage with them. Even while they might not make a purchase from you in a single day, week, or month, ongoing interaction will keep you at the forefront of their minds.

Below listed are some tried and tested ways to engage customers on WhatsApp marketing:

1. Request Feedback

Customers are the best people to solicit feedback from as they have previously made several purchases from you. They may have opinions about your goods or services, buying experience, etc. Therefore, asking for customer feedback is the best way to engage customers on WhatsApp.

However, keep in mind that gathering customer feedback is not a simple task. It is no longer effective to send requests for feedback along the lines of, "Feel free to submit your feedback." Your approach needs to be intentional and direct. Make customers feel as though their opinions are important and impact your company.

Here’s an example:

Help us in serving you better!

Dear {customer name},
Thank you for your association with (Business Name).

😇Your input will help us in improving our services for you. Kindly spare 5 minutes of your time to share your valuable inputs by clicking on the link below. 👇
<Attach link here>

⚡ Your feedback will go a long way in helping us make your shopping experience better.

Thanks,
( Business Name)

2. Conduct a Survey

Retaining existing customers and engaging them is only not important so that they return for purchase but also to become brand advocates. Hence, it’s important to listen to their needs and wants.

Online surveys are the most undermined source for this. Businesses don’t realize how important surveys are in understanding what makes their customers happy and what does not.

If you’ve also overlooked the potential of surveys in the past, now is the time to begin. They demonstrate to your existing customers how you’re interested in serving their needs. However, the real challenge is getting customers to respond to your surveys.

Having a clear goal and a process of measuring results is important to make the best of surveys. Personalizing also helps to get your surveys opened and filled by customers.

Here’s an example how a perfect survey message should look like:

Dear (Customer Name),

Thank you for choosing (company name). 😍

To help us make your experience even better, we request you to complete this short survey. This should not take more than 2 minutes of your time. The survey link is valid only till (date).⏳

<Attach survey link>

3. Request Product Reviews

42% of companies don’t survey their customers or collect product reviews. Yes, it’s shocking for us too.

Today nearly 9 out of 10 prospective buyers read product reviews before buying. And not collecting these reviews means you are leaving a lot on the table.

You might be gathering feedback and product reviews via email. But remember that you’re not the only one doing this. Your customers get a lot of emails in a day therefore, the chances of your email getting lost are high. Hence, you should look for a platform that helps you easily reach customers and make the process conversational.

It’s where WhatsApp marketing comes into play. WhatsApp makes a perfect channel to collect reviews due to the conversational flow that the platform is known for and definitely because of the fact that WhatsApp has an open rate of 98%.

Share the below message with your customers and see your product reviews go up.

Hi {recipient name}, It’s been a week since your order delivered. 🔥

😊Would you take 2 minutes to tell us about your experience?

👉You can leave a review here  {attach link}

4. Share personalized product recommendations

Recent research by Barilliance found that up to 31% of e-commerce revenues resulted from product recommendations.

Sharing personalized product recommendations are a great way to engage with existing customers. All you have to do is track their order history and make recommendations for similar items. These recommendations make it easy for customers to find products that may be relevant to them. On top of that, 91% of customers are more likely to buy based on personalized recommendations resulting in increased order value.

Make sure you can easily track customer orders and search history. The best way to gather all customer information in one place is to create a customer account page. Once you identify the recommended products, create a WhatsApp marketing message and send it to customers.

Here’s how to engage customers on WhatsApp and share personalized product recommendations:

Hi {recipient name},

Based on your recent activity, we thought you might be interested in this.

👉Shop the items we’ve selected for you.

5. Contextual Promotions

Your existing customers might have items added to their wishlist or may be interested in buying items they couldn’t buy previously . It’s time to encourage customers to buy those items by sharing discount codes and promotional links on WhatsApp. Some customers may have bought products previously under some deal or discount. You can keep them informed or updated about the current deals and discounts using WhatsApp.

You are not bombarding customers with spam or promotional texts in this case. Instead, you are helping them purchase something they are already interested in at a lower price. This will help increase your conversion rate.

For instance, if the customer has previously purchased items from Lightning Deals, send them a WhatsApp broadcast alerting them about the products on Lightning Deals this time.

Here’s a sample WhatsApp marketing message:

Remember you bought  {item name} from our lighting deal last month? Well, guess what?! We now have {item complimentary to the previously bought item} on our Lightining Deal this month! Don’t miss out on this special discount of 60% off just for you. 😍

Valid for today only. Hurry up!! ⏳

Buy Now

6. Send a thank you note

Small actions like writing a thank you note or providing immediate support can go a long way toward maintaining a solid relationship with your customers and helping you stand out from the competitors in this cutthroat market. There are several reasons for thanking customers. You may thank them for doing business with you or for leaving feedback or a review.

When you send a thoughtful and genuine thank you note, customers feel they matter to you. Offer them free shipping or personalized discounts as a token of gratitude. This increases the likelihood of repeat business and helps you develop long-term relationships.

You may easily personalize your WhatsApp marketing messages and automate the process with the help of chatbots using WhatsApp API platforms like QuickReply.ai. Check it here!

Here’s a sample template which you can use:

Hi {recipient name},

Thank you for shopping with us.😍 We hope our product meets your expectations.
📢 Leave us a review and get free shipping on your next purchase.
Use the code SHIPOFF.
*Coupon only applicable if you make purchase within 30 days. ⏳
👉Click here for review

7. Get them to sign up for your Loyalty Program

According to a study, 83% of consumers are more likely to stick with a company that has a loyalty program.

Make existing consumers sign up for your loyalty program since it is the best way to engage and retain them. Over 70% of customers suggest brands with strong loyalty programs. Offering a loyalty program to your current consumers will thereby enhance brand recognition.

Most companies ask customers to join their loyalty program through email. Well, that’s a great approach. But it’s not only you sending promotional emails to customers. It’s easy for your email to get lost.

Why not try WhatsApp marketing which offers a more direct and personalized approach to reaching customers? You can create a broadcast list of existing customers and ask them to join your loyalty program through a single message. Customers use WhatsApp for daily conversations. Therefore the likelihood that your message will be opened and clicked is high.

Here’s a sample WhatsApp marketing message that you can send to your existing customers:

Hi [Name],

We’re excited to announce our new [Loyalty Program Name].🤑 We’ve added lots of exciting and exclusive rewards to say thank you to our amazing customers, like you!

✨Earn [X] points for every rupee you spend [online and/or in-store] to unlock exclusive rewards.

[Reward Title 1] – [***] points to redeem
[Reward Title 2] – [***] points to redeem
[Reward Title 3] – [***] points to redeem

👉 CLICK HERE TO JOIN THE [LOYALTY PROGRAM NAME]

8. Promote your Membership Program

Remember that your membership program is different from your loyalty program. The loyalty program offers incentives and discounts to encourage existing and new customers to purchase. In contrast, membership is a subscription to your company that gives customers access to certain benefits.

Only offering a membership program is not enough. You need to promote it to inform more customers about the same. Send a WhatsApp broadcast message to your existing customers and mention the perks and benefits they get under this program. Encourage them to take action by offering some incentive or discount.

Hii [Name],

📢Introducing our membership program!

One simple membership, many benefits.😍

👉 Check out what’s included below.
Items delivered fast and free
Get discounts on 500+ products
Exclusive and early access to deals
Earn unlimited 10% reward points

Choose your plan to get started

JOIN MEMBERSHIP PROGRAM AT Rs.199/month
                      OR
JOIN MEMBERSHIP PROGRAM AT Rs.1499/per year

9. New Product Launch

Launching a new product? How about sending a WhatsApp broadcast message to your existing customers. You can mention the product features and benefits in the message. However, make sure the message is precise and relevant, focusing primarily on the product's key attributes.

Prospective customers are motivated to purchase and use the products of successful brands. When introducing a new product, you can even offer an incentive to entice your existing customers to buy it. You can quickly gather feedback and iterate the product for subsequent releases using sales from a new launch.

Here’s what your sample message should look like:

⚡ GOOD NEWS FOR GOOD SKIN

Hello {recipient name},

✨We've recently launched our Ceramide & Vitamin C Sunscreen.

😍 Here’s why we are excited about this:
Paraben Free
Vegan
Non-Toxic
Sulphate Free
1% Ceramide
2% Vitamin C
1% Hyaluronic Acid

👉 It's out for the first time, we want to get it in the hands of many people. So we're offering a 30% discount for the next 2 days.

Buy now at this link:

*No shipping and you also get $30 extra off if you buy a Face Serum and Moisturizer along with it.

Create engaging WhatsApp messages with QuickReply.ai!

Even when customers have already purchased from you doesn’t mean you take them for granted. It’s very important to keep them thoroughly engaged. The more you engage with customers on WhatsApp the more emotionally they are invested in your business. It also helps you strengthen customer relationships and keep the cost of hiring new customers under control. But to do so you must actively identify and segment your customers.

Once you segment your customers you can create the above listed WhatsApp Broadcast campaigns. Let’s say, you segment customers who have recently bought from you and create WhatsApp broadcast campaigns to ask for their feedback. However, to make the most of your WhatsApp broadcast campaign you need a WhatsApp Business API. Because with WhatsApp Business API you can send broadcast messages to thousands of customers at once, and use pre-templates to boost engagement.

For e-commerce businesses, one such reliable WhatsApp Business API platform is QuickReply.ai. It has more than 40+ e-commerce chatbots that you can use to automate campaigns and get the results you want. With the best Shopify app for WhatsApp marketing, conversations will lead to more revenue.

To sign up for a free demo, click here!

8x Return On WhatsApp Ads Spend.
Book a demo and we will get you started on proven WhatsApp marketing strategies
More Posts

You Might Also Like