Integrating WhatsApp chat into your website isn’t difficult. But there are things to look out for when doing so that will help enhance the integration. This way, you can provide your customers with the best WhatsApp customer experience possible. Here are seven do’s and don’ts to keep in mind with WhatsApp chat integrations.
A massive reach of two billion users, instant communication, a direct channel…
The benefits of using WhatsApp for a business – big or small – are endless. And as more and more consumers shop online and start using WhatsApp, providing them with an option to communicate with your brand via the world’s most popular messaging app has become absolutely essential.
Enter: WhatsApp chat integration on your ecommerce website.
If you are thinking about or are in the process of integrating WhatsApp into your website, there are several things you should do and others you shouldn’t be doing to ensure customers have a seamless WhatsApp web chat experience.
Let’s get straight into what they are.
This first WhatsApp web integration recommendation may seem a little confusing. But let us explain.
You do not technically need access to WhatsApp’s Business API to be able to integrate WhatsApp chat on your website. That’s because there are plenty of plugins and widgets that can help you do so easily, an example of which we’ll see in the next point.
However, we highly recommend you do so.
Having access to the WhatsApp Business API, which you can get via a WhatsApp Business Solution Provider (BSP), opens up a world of possibilities for WhatsApp marketing and customer service.
The biggest benefit of it all is that allows you to track and collect information on your WhatsApp communications. These are data such as open rates, response rates, and more, which you can analyze to understand how you can better improve your business communication over WhatsApp.
The next thing you must do with your WhatsApp chat integration with your website has to do with the overall look and feel.
Whether you’re integrating WhatsApp into your website using a widget, plugin, or via WhatsApp’s Business API, you must never forget the importance of branding.
This means your WhatsApp chat integration should be aligned with your company’s branding – everything from color to tone.
Any incoherence will lead to inconsistency, which may generate a disconnect between customers and your brand.
That said, when implementing WhatsApp chat on your website, make sure to select providers that allow you to customize your WhatsApp button.
WATI’s easy-to-use WhatsApp chat button widget is one such option. With it, you can personalize it however you like, down to the tiniest of details.
From your button’s color, the call-to-action text, and margin size to the button’s position and even including your company’s logo, everything can be edited and tweaked to match your branding.
The best part is: You can even preview what your live chat button will look like before launching it to save you the time and hassle of having to load it every time you want to tweak it.
The whole purpose of a WhatsApp web integration is to be able to better communicate with your customers.
And if there’s yet another way to streamline it, you should definitely consider it.
As the saying goes, an image is worth a thousand words. And what better way to express yourselves than with WhatsApp stickers?
WhatsApp stickers have been known to increase customer engagement and boost website visits. This works especially well with the younger generation. In fact, a survey shows that more than one-third of millennials between 18 and 34 years of age using “visual expressions” such as stickers feel these images are more representative of their actual thoughts and feelings than words.
If you want to learn more, check out our guide on how to create a WhatsApp chatbot with stickers.
Now, we are here to guide you through a seamless WhatsApp web integration. And though this bonus point here may appear to be a shameless plug, it really is just our honest opinion and part of our efforts at helping you.
A WhatsApp chat integration on your website plants seeds of amazing marketing and customer benefits. But these possibilities don’t just end there.
Aside from simply adding the WhatsApp live chat button to your website, you’ll want to complement it with other WhatsApp efforts you can undertake for your business.
If you need ideas and inspiration beyond WhatsApp web integration, check out our WATI blog. We’ve got heaps of in-depth posts and guides on WhatsApp over there.
Here are a few to get you started:
Now that we have the do’s out of the way, let us touch on what you shouldn’t do with your WhatsApp chat integration.
First things first: Do not ignore WhatsApp’s business guidelines and policy.
This is fundamental. You may have beautifully implemented WhatsApp chat on your website, but it would all be for naught if you do not adhere to the guidelines WhatsApp sets out for business accounts.
Because this would mean potentially having your access to WhatsApp’s suite of business services reduced, or worse yet, getting banned from using them completely.
So if you’re still unclear of WhatsApp’s business rules, give them a read, and then another, and then again.
A WhatsApp web integration means letting customers reach your ecommerce business through a messaging platform they’re familiar with.
In other words, you’re giving your customers the full experience of interacting and hopefully purchasing from your business.
That said, you’ll want to ensure you have your i’s dotted and t’s crossed when it comes to your WhatsApp Business profile. Fill in every single field from business hours and address to description. You’ll want to complete even the fields that are optional.
It’s always better to overshare your business information than to not have it when customers look for it.
Plus, with parent company Facebook working on improving and expanding WhatsApp’s features, which will soon allow consumers to conduct in-app shopping, you want to keep as many customer touchpoints within one single app as possible.
This reduces the chances of them moving away from the purchasing process and getting distracted, which may happen if they were to have to leave WhatsApp, open up a browser, and check your business opening hours, for example.
Have all this information filled out on your WhatsApp Business profile and handy so you can keep customers exactly the way you want them to be: focused on purchasing your products.
Last but not least, it’s called a WhatsApp “chat” integration for a reason.
The nature of chats is a swift to-and-fro response between the parties involved. That means that the last thing you want to do is to provide delayed responses to incoming messages from customers.
To make the most of your WhatsApp web integration, ensure your customer service team is there to attend to the messages and queries of customers.
If you’re a larger company with an international presence, try your best to stagger your customer service team’s shift hours so that they can be there at all times of the day to respond to concerns from international customers.
If your customer service manpower is more limited, that doesn’t mean you have to resort to responding only when you can. The beauty of WhatsApp Business is that you can create automated replies to incoming messages.
You can do this to inform them you’re away and when you’ll be able to assist them. You can also set it up such that any frequently asked questions can be answered right away.
This way, customers reaching out to your business via your web-integrated WhatsApp chat button can get what they’re looking for immediately or at least know when they can expect a reply from your business.
WATI is proudly owned by Clare.AI, a digital assistant startup offering innovative online tools that employ the latest technology in machine learning and artificial intelligence to provide award-winning customer communication experiences to businesses. Users of Clare.AI’s solutions include multinational enterprises and a host of Fortune 500 companies such as AXA, Everbright Sun Hung Kai, Fidelity, Birdie, Cigna, Bupa, and more.