5 Brands That Use WhatsApp to Increase Customer Engagement
You probably have a lot on your plate as a business owner. From managing employees to creating a killer marketing strategy, it can feel like there are never enough hours in the day. But what if I told you that WhatsApp made boosting customer engagement just a whole lot easier? Keep reading and learn how you can leverage the benefits of using the most popular messaging app to boost customer engagement.
WhatsApp-ing your way to customer engagement
With over two billion users worldwide, the WhatsApp Business app is the perfect platform for micro-businesses looking to boost their customer engagement and reach a wider audience. From automating responses to sending rich media, the WhatsApp Business App has everything you need to provide your customers with the best experience possible.
Say hello to automated greetings
With WhatsApp Business, you can set up automated greetings to welcome new customers to your business. Just think, you can now greet your customers with a message like “Hello there! We’re your one-stop shop for all things [insert your business here]. We’re at your service, 24/7!”
Quick replies are a quick fix
If you’re anything like us, you’re always on the lookout for ways to save time. The Quick Replies feature available in the WhatsApp Business app allow you to save and reuse frequently used messages so that you can respond to customer queries in a snap.
Get chatty with labels
Labels in the WhatsApp Business app are like the cherry on top of your customer engagement sundae. You can categorize chats, making it easier for you to keep track of customer inquiries and respond to them efficiently.
Emojis are empowering
Emojis can be a powerful tool for boosting customer engagement on WhatsApp. Whether you’re sending a quick follow-up message or just want to add a personal touch to your interactions, a well-placed emoji can go a long way. Just be careful not to overdo it, you don’t want your customers to feel like they’re in a never-ending emoji maze.
Put your business on the map
With the WhatsApp Business app, you can create a business profile and add your business address, so customers can easily find your location. Furthermore, your profile includes your business name, description, business hours, and category making it easy for customers to see important information about your business.
API-ing your way to customer engagement
Are you tired of playing phone tag with your customers? In that case, you are ready to take your customer engagement game to the next level. Enter the magical world of WhatsApp Business Platform/API and unlock the limitless possibilities of WhatsApp.
But before you do, know that API (Application Programming Interface) doesn’t have user interface, so to use it, you’d have to create it yourself (if you are a technical person or have a teach team) or simply connect it to a customer communication platform such as Rasayel and take full control of your customer relationships management.
Here’s a glimpse of what you can do with the API:
Personalize your messages with templates
The WhatsApp Business Platform/API allows you to personalize messages with customer information, like their name or order number. This level of personalization will make your customers feel like they’re getting the VIP treatment and will keep them coming back for more.
Templates in the WhatsApp Business Platform/API let you send pre-approved messages to your customers, making it easier to stay on top of important updates and reminders. You’ll never miss a beat, and neither will your customers.
Chatbots to the rescue
Chatbots are like superheroes, and with the WhatsApp Business Platform/API, you can easily integrate chatbots into your customer engagement strategy. Whether it’s handling customer inquiries, providing product recommendations, or processing orders, chatbots can do it all and more.
Here’s how easy it is to create your very own chatbot in a bot builder like Rasayel.
Do you want to know more? Read Everything you need to know about WhatsApp chatbots
Get real-time feedback
Analytics is a critical aspect of any business, as it provides valuable insights into customer behavior and engagement. Rasayel includes advanced analytics features that allow you to track key metrics such as the number of messages sent, delivered, and read, as well as the success rate of automated responses and chatbots.
With this data, you can continuously improve your customer engagement strategy, making informed decisions based on real-time performance metrics. Whether it’s identifying areas for optimization, tracking customer sentiment, or analyzing the effectiveness of your marketing campaigns, analytics is a powerful tool that can help you take your business to the next level.
Five powerhouse brands that boost customer engagement with WhatsApp
Now that you know how to up the game with WhatsApp, check what these five brands are doing and get inspired before you create your very own strategy.
1. Maggi
Maggi, the beloved international brand, knows the importance of connecting with its customers on a personal level. That’s why they launched the “Chef in Your Kitchen” campaign, aimed at motivating people to make great meals with just a few easy steps.
Maggi created a WhatsApp-powered virtual assistant called Kim to bring their customers closer to the brand. This virtual cooking coach guided customers step-by-step, answered their questions, and shared cooking technique videos, all through the convenience of WhatsApp.
The outcome?
A whopping 200,000 messages were received in the first 8 weeks. It just goes to show that with a bit of creativity and the power of WhatsApp, even the simplest of brands can impact customer engagement.
2. Anghami
Anghami, the leading music streaming platform in the Middle East and North Africa, wanted to reach out to its customers in a more personal and efficient way. By integrating the API into their customer service strategy, Anghami could provide quick and personalized support to their customers, all through the convenience of WhatsApp.
With the help of the API, Anghami was able to automate responses to common customer inquiries, reducing response times from hours to minutes. They also utilized rich media, such as videos and images, to give customers a more immersive experience.
Did it work?
A 97% decrease in response time on WhatsApp and 3.7 X increase in engagement for WhatsApp messages compared to email.
3. Bosch
The technology conglomerate Bosch used a WhatsApp-based digital assistant for its “smart” office building in Singapore to help workers and management communicate and interact with various building features and systems.
Bosch Assist was developed, a WhatsApp-powered digital assistant that allows employees, facilities managers, and visitors to communicate with building features in real-time.
The results?
90% user retention rate for Bosch Assist on WhatsApp and 3X increase in speed at which issues in the building were reported.
With Bosch Assist, reporting issues, receiving important announcements, checking gym and parking availability, and even getting the daily canteen menu became effortless.
4. PcComponentes
Spanish tech accessories company PcComponentes saw an opportunity to better engage with customers and reach a younger audience through a digital platform. They chose to build a WhatsApp-powered digital assistant to handle frequently asked questions, integrate it with WhatsApp and introduce it as a key contact channel on their customer service pages.
The results?
This move resulted in a 2.3X increase in agent productivity and a 96% decrease in time to resolve tickets, offering customers a personalized shopping experience and providing them with important information related to products and purchases.
PcComponentes’ strategy of utilizing WhatsApp Business API to assist their customers shows the potential of digital support in boosting customer satisfaction and efficiency.
5. Multinet Up
Tech company Multinet Up, known for its prepaid cards, payment systems, and business expense management services, aimed to increase leads and improve personal customer service through a WhatsApp-focused campaign.
The company ran Facebook ads that directed to a WhatsApp chat where prospective customers could learn about the brand’s services and determine eligibility.
The outcome?
The results were impressive, with a 42% increase in qualified leads and a 25% rise in conversations compared to other channels. 7% of all WhatsApp leads converted to sales, leading to a 5-point lift in ad recall and a 4.1-point lift in message recall. 18% of those who started a conversation on WhatsApp even opted in for follow-up communication from Multinet’s sales team.
Conclusion
These five brands provide excellent examples of using the WhatsApp Business Platform/API to improve customer service and increase customer satisfaction. By taking inspiration from these companies, you can learn how to use WhatsApp to engage with your customers and improve their overall experience.
It’s essential to remember that while these case studies can provide valuable insights, each business has unique needs and goals. Therefore, you should modify and tailor the best strategies and techniques for your business and target audience.
These five brands have demonstrated the power of the WhatsApp Business Platform/API in improving customer service and engagement. By taking inspiration from their examples and tailoring strategies to meet your needs, you can unlock the benefits of WhatsApp for your own customers.
Learn more
If you’d like to learn more about how WhatsApp can help you grow your business, please reach out to us on WhatsApp at +13024070488.
We also offer a free consultation session where we review your use case, answer any questions about WhatsApp, and help you build a strategy to make the best out of the platform. Book a call with us here. We’d love to speak with you:
For Europe, the Middle East, and Africa
Miodrag brings over 15 years of hands-on experience in content writing and marketing, with a talent for making even the trickiest topics clear and interesting. His passion lies in guiding businesses to effectively utilize WhatsApp to build stronger customer relationships and drive results. With an eye for detail and a heart for storytelling, he’s here to show how effective WhatsApp communication can boost sales and enhance customer engagement.
