Some dates, such as Valentine’s Day, are key moments of the year for some retail sectors. To achieve immediacy and attract potential buyers, tools such as WhatsApp can be used to their fullest potential.
Buenos Aires, Argentina, February 2nd, 2021 – WhatsApp is one of the communication tools that is most used by the general public and consumers. This application, along with social media, makes it easier for users to contact a store. Selling through WhatsApp is a differential that retailers can take advantage of, especially during times of boom in sales.
Adopting this new channel of contact with customers has its challenges. “The platform was not created for e-commerce, it was actually designed for communication between the public. However, its immediacy and its massiveness make it a key tool for making sales, especially on dates such as Valentine’s Day, when many consumers seek to finalize their purchases at the last minute and need quick processes,” explained Antonio Rivero, the North Regional Commercial Director for Napse. Some strategies are required to help the store (physical or virtual) to sell through WhatsApp.
- Define how contact will be made
Installing WhatsApp Business and registering your basic business information (description and website) is just the first step. The second step is to define the strategy, so you have to think about what the business hours will be through WhatsApp, who will be responsible for replying and what language will be used in the conversation (whether formal or colloquial).
The app allows you to create automated messages for common situations, such as greetings to customers and frequently-asked questions, which helps to save time on a day-to-day basis. The texts must be written in clear language and without abbreviations or jargon and can be modified as many times as required. To increase sales on dates such as Valentine’s Day, you can create automated texts related to the topic, or about the products you want to position, promotions, combos, etc.
- Quick response speed
Once consumers are communicating with the brand via WhatsApp, that attention must be quick. They expect a quick response. Therefore, once the service has been initiated, do not leave customers alone.
- Good product catalog
A good product catalog is essential for WhatsApp to work well as a sales resource. Good photos and description (the Business version allows you to post them there permanently) make the presentation more professional and optimize contact with customers. Whenever necessary, link the catalog to your e-commerce site, taking the customer to the e-commerce environment and improving the shopping experience.
If the business has products or a specialized catalog for Valentine’s Day, it’s advised to post the product photos with a specialized design for that date.
- Split contacts for promotions into segments
WhatsApp Business allows users to organize their contacts by labels to segment them. This makes managing WhatsApp chats easier, allowing custom messages for each type of consumer. An ally to the retail relationship management system, this tool increases the performance of actions, so that your brand can consistently attract, allure, and retain customers.
When working on the communication of promotions, segmentation is essential. This saves time and guarantees the consistency of the brand’s actions. Whenever possible, develop resources that allow customers to come back more times. For example, you can make a promotion for Valentine’s Day, valid for customers who’ve already bought a brand product, and communicate it through WhatsApp quickly.
- Payment links
The payment link is a secure and easy way for customers to make their purchases through a platform such as WhatsApp. The use of this technology makes it possible to carry out remote sales and simplifies finalizing a purchase via chat. “Offering multiple payment options always makes sellers stand out, but in channels such as WhatsApp, methods such as our payment link are more practical to finalize the transaction without having to resort to the web or another platform,” added Antonio Rivero.
