We have established that WhatsApp is a great channel for personalizing customer experiences in different parts of their journey. WhatsApp Commerce is here to stay and is not going anywhere anytime soon.
In the last article, we talked about using WhatsApp for personalizing and enhancing the pre-purchase journey of online shoppers. We have looked at the various ways in which personalization can be put into action at the early stages of a WhatsApp eCommerce customer journey.
Now we will be moving on to the next stage.
In this article, we will be sharing some tips and strategies to personalize the experience of customers in the scenario where they have completed the purchase and are yet to receive the order.
How to Use WhatsApp for Personalizing Customer Experience During a Purchase
Here are a few ways by which you can enhance a customer’s purchase experience on WhatsApp and keep them engaged throughout this stage of their journey.
1. Take The Payment on WhatsApp
In the last article, we looked at how you can share checkout links directly on WhatsApp to simplify the purchase process for the customer.
In addition to that, you can take payments from your customers on WhatsApp too. The capability to accept payments inside the app is one of WhatsApp's key benefits. Your WhatsApp business account can be configured to include a payment gateway, enabling clients to conduct safe transactions without leaving the app.
Customers benefit from this feature by having a smooth shopping experience as well as from the quick and easy payment processing it guarantees. The customer doesn’t have to switch platforms and spend a lot of time and effort to complete the transaction. Such complicated processes usually put off customers and there is the possibility that they might change their minds. So providing a simpler alternative will increase the likelihood of the purchase being completed.
2. Send Transactional Alerts
Each purchase for any average customer comes with a lot of anxiety. “Is the order confirmed?”, “Where is my invoice?” and similar questions are bound to arise naturally. And addressing them with personalized updates is one of the most crucial actions that need to be taken when it comes to personalizing purchase experiences.
Customers value having their order status updated. To keep your consumers updated, you may use WhatsApp to deliver transactional alerts such as purchase confirmation, payment receipt, invoice and order shipment information. Do this right after the customer’s order is confirmed as this alleviates any anxiety the customer might have in relation to the product.
Sending personalized transactional alerts and order confirmation requires you to be timely. So opting for smart automation by leveraging WhatsApp Business API for Shopify to do so, would be a great decision. These transaction alerts, when executed well, can contribute to increasing consumer loyalty by fostering brand trust and confidence.
3. Send Shipping Alerts
Another major thing where customer anxiety will be strongest is shipping. From the moment a purchase is confirmed till the moment it is delivered, there is bound to be a lot of anxiety in the customer’s mind. It's essential to keep your consumers informed about their shipping status in addition to transactional alerts. You may use WhatsApp to send shipping alerts that include real-time tracking information for your consumers.
Continually update your customer in moments like when the product is packed, when the logistics company picks up the order, when the product reaches the buyer’s city, when it is out for delivery, etc.
You can automate your WhatsApp message and send all these updates so that the customer does not feel post-purchase anxiety and have a clear idea of when the purchase will be delivered. With proper updates, it’s easier for customers to plan their day and be present for the delivery as well.
4. Give Options to Alter Delivery
Another major aspect that needs to be personalized and enhanced using WhatsApp is delivery alteration options.
Sometimes customers might want to change a few specifics related to the delivery after placing an order. Often they may need to alter their delivery address or time due to unforeseen circumstances. They are likely to cancel the order if this is not possible. So, facilitate them in altering their delivery, so that it arrives at a convenient time for the customer.
For example, if the order is going to be delivered today, give them the option to reschedule the delivery to another day, just in case they are not around to receive the order. Offering delivery alteration options on WhatsApp gives customers a quick and easy way to change their order details without having to reach out to customer service. This saves so much of the hassle for the customer and makes the overall process more convenient for them.
5. Suggest Related Products
Product recommendations based on the customer's browsing and purchasing history are another aspect of personalization during the purchasing process. Businesses can use WhatsApp to propose relevant items to consumers, which increases the chance of upselling and cross-selling.
Let’s say, your customer has bought a new smartphone from your store. They will need a specific type of charger if they haven’t already purchased one. They will have to come back to your store and go through the whole journey again.
You can be the first one to remind them of this by sending out recommendations that are related to the product they have purchased. You can send a message saying “Oops! Did you forget to get a Charger for your new phone?” and then educate them on why they need it, and how they can have a complete experience of the product they have bought by additionally buying these related products.
6. Engage With Content
Personalization during purchase obviously involves engaging with your customers on a more personal level. In the time between the order getting confirmed and the order reaching the buyer, you need to do something to keep them engaged with your brand. How do you do this?
You can send them a message saying “While you wait, how about exploring more of what we have to offer?!”. You can also promote your brand by sharing content like blogs, product reviews etc. This can be done with a simple message like “While you wait, how about taking a look at our recent blog on how to use the smartphone you got for better cinematography?”
Engage Customers by Personalizing the Purchase Journey with WhatsApp
Every stage of the customer journey is crucial and to maintain a clear customer relationship, you need to address and engage buyers in each of these stages. In the scenario where the buyer has finished the purchase and is yet to get the order, keeping them engaged is of utmost importance. And to do this you need personalized messages and timeliness in your campaigns.
This is what Shopify WhatsApp marketing apps can help you achieve with smart automation.
Use a WhatsApp Business API solution provider like QuickReply.ai, to enhance personalization efforts for customers during the purchase.
We have looked at how you can engage customers with WhatsApp in a personalized manner during the purchase.
In the next article, we will cover ways and strategies to personalize the post-purchase journey of your customer, that is, after an order is delivered to them.