How to Build A Perfect WhatsApp Ecommerce in 2021?
Integrating WhatsApp into your ecommerce platform is key to driving sales. With so many different WhatsApp ecommerce integrations available for online businesses to leverage, what should you go for? Here’s a breakdown of some of the most popular and effective WhatsApp ecommerce integrations.
Gone are the days of “send us an email,” “fill in our contact form,” and “give us a call.”
With ecommerce experiencing a massive boom and consumers these days wanting things fast, having smooth and swift communication with your customers is one of the fundamental ways to grow your business.
To do that, you’ll need to engage with the world’s most popular messaging app: WhatsApp.
In this post, we’ll go over some of the top WhatsApp integrations for an ecommerce business and how you can set them up.
WhatsApp Ecommerce Integration: Ways To Do It
Integrating WhatsApp into your ecommerce business does not necessarily mean you need to have a website – even though that’s commonly the case.
In fact, depending on your business profile, you may not even have one yet. This is especially so if you’re a small seller who’s only just started to sell. In that case, your main sales platform could, perhaps, be Facebook, where you’re just starting to work on building a customer base and engaging with them.
In this section, we’ll go over some of the most popular ways to integrate the WhatsApp Business API into your ecommerce platform, including your website and Facebook page.
1. WhatsApp Ecommerce Bot
One of the most basic and common ways is to add a WhatsApp ecommerce bot, which is essentially a chatbot but with a slight difference.
Conversations, which are initiated by an ecommerce store visitor, will be redirected to – where else? – WhatsApp instead of continuing on the website.
Here’s an example of what it looks like.
If your visitor is on a desktop/laptop, clicking on the green “Start Chat” button will open up a WhatsApp Web window so the conversation can continue there. If they’re on their mobile phones, it’ll redirect them to their WhatsApp chat app.
One big advantage of moving these chats over to WhatsApp is that the user can then benefit from all the features WhatsApp has to offer. This includes location tracking (which will come in handy for delivery notifications), the ability to send multimedia messages, documents, and lots more.
How To Integrate a WhatsApp Ecommerce Bot to Your Website
Adding a WhatsApp chatbot to your ecommerce website is as simple as inputting basic information to generate a personalized widget and copying and pasting the widget’s code into your website.
At WATI, we’ve created a WhatsApp chat button widget that’s free to set up and extremely easy to use. Simply follow the instructions on this post on setting up a WhatsApp chatbot and you’ll have everything ready to go in minutes.
If you want to go the extra mile, you can even customize the widget’s colors and fonts to match that of your brand’s.
2. WhatsApp Communication Opt-in Form
After a customer lands on your ecommerce website and browses through it, he or she may not have a question for you (or your chatbot, for that matter) right away.
They may be interested in a particular product that may be out of stock or perhaps beyond their budget. Almost instinctively, they’ll want to hop on over to a competitor’s website and check out their availability.
But as a store owner, that’s detrimental to business. So you want to keep them from leaving and if they do, to get them to come back and buy from you – even if that’s later.
To do that, encourage them to allow communications from you via WhatsApp. This way, they can receive notifications about stock updates, product price drops, flash sales, clearances, and more via their favorite chat app. These, in turn, will entice them to revisit your store and hopefully purchase something!
How To Integrate a WhatsApp Opt-in Form to Your Website
There are various ways to get customers to opt-in to receiving WhatsApp messages from you:
- Create a dedicated opt-in landing page with a form they can fill in
- Add a pop-up to your homepage where they will enter their WhatsApp number
- Ask them via an existing WhatsApp chat with them (note that this is only if they have taken the initiative to reach out to you on WhatsApp, for instance, via the WhatsApp chatbot)
- Incorporate it into your account sign-up process by adding WhatsApp as a medium through which they can receive communication from you
Important: WhatsApp opt-ins are mandatory. It is outlined in WhatsApp’s Business Policy, which we recommend you read through thoroughly.
3. Facebook Click-to-WhatsApp Ads
If you’re using Facebook as your main business platform (that is, you’re using Facebook Shop or a Facebook Business page to sell and don’t have a website), you can also integrate WhatsApp into your ecommerce store by setting up click-to-WhatsApp ads.
This is a great way to convert your Facebook ad traffic to WhatsApp conversations, where you can take communication to the next level.
How To Integrate Your Facebook Business Page to WhatsApp?
We already have an entire post on connecting your Facebook business page to WhatsApp so we won’t be going into detail here. The post includes how to add WhatsApp buttons and click-to-WhatsApp ads so definitely check that out.
4. Post-Purchase Customer Experience
You’ve got the sale – congratulations!
But the customer experience doesn’t (read: shouldn’t) end there. Good customer experience should cover post-purchase and beyond, especially since customer retention costs a lot less than customer acquisition.
Continue to use WhatsApp API to provide your customers with important post-purchase information such as
- Delivery updates/tracking
- Product recommendations
- Sales and clearances
- Loyalty programs
And don’t just stop there. Since you have them on WhatsApp, take the opportunity to get feedback from your customers and use it to improve your ecommerce store.
How To Integrate WhatsApp in Ecommerce Post-Purchase Experience
Integrating the WhatsApp API into the post-purchase experience with your ecommerce business requires getting approval from customers to send them WhatsApp messages.
To do so, feel free to use any of the methods highlighted above in point #2.
WhatsApp Ecommerce Integrations: WATI’s Plugins
To complement your WhatsApp API integration into your ecommerce business, at WATI, we have also created plugins specifically catered to online businesses that run on Shopify and WooCommerce, the two most popular ecommerce platforms.
With our chat and abandoned cart Shopify plugins, you can
- Send reminders to customers about their abandoned shopping cart
- Send order and delivery alerts
- Add a WhatsApp chat button to your ecommerce website and more.
We explain how you can set this up for Shopify in a previous post on recovering abandoned Shopify carts with WhatsApp so don’t forget to give that a read.
Integrating WhatsApp API Into Your Ecommerce Platform With WATI
If you’re serious about leveraging WhatsApp for your ecommerce business, the first thing you need to do is to sign up for the WhatsApp Business API.
While the WhatsApp Business app is free to download and use, it has its limitations and you will not be able to carry out the ecommerce integrations mentioned above with it.
(Here’s a breakdown of the differences between the WhatsApp API and the WhatsApp Business app.)
WATI is an official and authorized WhatsApp Business Solution Provider (BSP) and can help you not only get access to the WhatsApp API but also get integrations set up for your ecommerce business.
If you want to learn more about how we can help you, simply get in touch with our team.