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What exactly is an SMS notification? Examples & Benefits from Various Industries
SMS is an easy way for businesses to communicate with their clients. Let’s look at how promotional SMS and Transactional SMS messages play a part in consumer interactions.
What exactly is an SMS notification?
A text message sent to a mobile device to notify consumers of crucial or time-sensitive information is known as an SMS notification. You are free to send SMS notifications can be issued to share news, updates, and alerts, such as the ones below:
Package Delivery
Payment Reminders
Event Updates
Promotional Messages
Security Notifications
The Advantages of SMS Notifications
High Open Rates: SMS messages have extremely high open rates. Almost 90% of SMS messages are read within three minutes.
Improved Engagement: SMS has a greater response rate than other traditional communication channels, making it an effective technique for getting people to act.
SMS has a wide reach, and with mobile use on the rise, organizations can engage with clients regardless of their location.
SMS is less expensive than other media, allowing businesses to provide timely notifications and updates to clients at scale without incurring large expenses.
Simple to Implement: SMS APIs (application programming interfaces) can be integrated with your existing business tools to create seamless workflows.
SMS notifications enable you to reach clients in real-time. This allows businesses and organizations to send critical information, notifications, and reminders to their target audience with minimal delay.
SMS Notification Examples from Various Industries
SMS notifications are used by retailers to notify customers about special discounts, sales events, and promotions. They may also use it to send order confirmations, shipment and delivery updates, and other information. This guarantees that clients are always aware of the status of their orders and when a sale is taking place.
Healthcare
SMS notifications can be used by healthcare organizations for appointment reminders, test result updates, and medication refills. They can also send SMS alerts to patients to remind them of forthcoming appointments, lowering no-show rates and increasing overall patient care.
Transportation
SMS notifications are used by public transport, airlines, and ride-sharing platforms to deliver real-time updates regarding delays, cancellations, or changes to scheduled services. This information enables passengers to better plan their trips and prevent excessive wait periods.
Services in Finance
SMS notifications are used by banks and financial institutions to notify consumers of transaction alerts and account activities such as withdrawals, deposits, balance updates, and potential fraud detection. These real-time messages boost transparency and assist clients in making more educated financial decisions, while also adding an extra degree of security.
Karix allows you to send SMS notifications.
SMS notifications are a very efficient mode of communication with several advantages that can be realized across a wide range of sectors. You may increase your contact with clients, customers, and partners by utilizing Karix’s SMS service, hence increasing your overall success and effectiveness.
you may be able to improve the consumer experience. Send us an email at [email protected] as soon as possible.
For More Info:
https://www.karix.com/products/sms-solutions/
#SMS Solutions#2 Way SMS#otp sms verification#bulk messaging platform#smarter sms campaigns#A2P messaging#sms solutions india#sms analytics dashboard#SMS Notifications#SMS alerts#Bulk SMS provider#Bulk SMS#sms provider
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The last four days at MWC Barcelona have been terrific and we couldn't be happier to have met our customers in person and connected with many new faces. Here is a glimpse of our favourite highlights from the 4-day event.
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Catch Anurag Aggarwal, Vice President - Partnerships & Alliances in an exclusive interview with MEF TV, as he talks about Wisely, our blockchain-based platform and our vision for the next phase of CPaaS.
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Land Your Promotional Email In The Primary Tab In Gmail
Gmail is a free, advertising-supported email service developed by Google. In February 2016 Gmail crossed over 1 billion users.
In May 2013, Google updated the Gmail inbox with tabs which categorizes the emails. The five tabs are Primary, Social, Promotions, Updates & Forums.
In addition to customization options, the entire update can be disabled, allowing users to return to the traditional inbox structure.
The special feature of Gmail is its algorithm, which automatically scans emails to add context-sensitive advertisements next to the emails and to filter spam and malware.
Customization in inbox tabs by Gmail directly impacts email marketing with lower user engagement, opens, interaction, etc. No ESP (Email Service Provider) can guarantee their clients to give Gmail inbox placement.
Delivery of emails in Gmail is now completely based on the subscriber behavior. Gmail’s algorithm decides the placement by understanding the user’s behavior on receiving unsolicited emails.
Today most of us check our emails on smartphones. According to a new study, smartphones only notify the user when an email lands in the primary tab. So it’s imperative for an email marketer to land his email in the primary tab.
According to new study smartphones only notify their user when
any mails lands into the primary tab.
But the Question is How?
Start with the Content of your Email.
For placement into the primary tab, you should focus on the content of the email because Gmail algorithm decides the placement of the incoming email on its content.
It checks the content for:
Size of the image blocks
Keywords in the content
Text-color
Company address, etc.
I have tested many content formats and noticed that it becomes very difficult to deliver the email in the primary tab if it contains more than 2-3 image blocks, keywords like “price, offer", “exclusive", “e-statement", etc.
I have tried numerous combinations and in most occasions, the email landed in the promotion tab. But when I used simple text with 1 image block, then the email landed in the primary tab.
Get your Email Template White-Listed
If you are aware of SMS marketing, for sending transactional SMS notifications, companies need to white-list their SMS template to avoid getting blocked by the gateway. Similarly in email marketing, the behavior of the users white-list the gateways.
For placement into the primary tab, I would strongly recommend email marketers to test their template on any mailer testing tools like Litmus, Email on Acid, etc, before sending the email.
After testing the template you can use the same template structure for at least 30-45 days during your IP warm-up plan. This practice will help you to white-list your brand with the subscriber.
For more details click on karix.com/blogs
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How To Evaluate Marketing Automation Solutions
People are increasingly spending more time interacting with the virtual world and carrying out most of their chores from grocery shopping to paying their bills online. Customers today, expect brands to churn out smarter and more personalized communication across channels. The best and most effective way of tapping potential customers and retaining existing ones is by personalizing your marketing efforts. And a complete marketing automation solution helps you do just that!
The Marketing automation technologies available today can help organizations scale their personalization efforts and target customers with automated messages across channels like email, websites, social networks, SMS, and even messaging apps like WhatsApp. With a plethora of marketing automation platforms and services available today, how do you zero in on one that will do the job for you?
Here are 10 important considerations:-
Ground-breaking Analytics
While shopping for a Marketing Automation solution, an intuitive, easy-to-use analytics tool that is highly scalable should be your number one priority. A powerful analytics tool that can provide multiple useful insights will easily help you track your return-on-investment (ROI). You can then use that user data to draw out an effective and spot-on marketing strategy.
While a good analytics tool will be able to track copious amounts of information and provide
numerous insights instantly, an excellent analytics tool will also be able to predict future trends based on current and past user activity. This will be your ticket to deliver an impeccable customer experience with a healthy growth in sales.
Is It Scalable?
How do you personalize dialogue with millions of potential consumers? Marketing automation has made it possible to manage several campaigns with different segments of customers at scale at a fraction of the cost it would take with employed manpower. And make sure to pick a platform that grows with your business. An ideal solution integrates seamlessly with online businesses, while collecting and analyzing user data at various points which then makes it easy for marketers to personalize campaigns at scale.
Lead Generation & Nurturing
A good marketing automation tool will save you time by differentiating prospects at the top of the funnel from hot leads based on your customer profile. This gives you the time to dish out relevant engaging marketing content to tap both these lead types and try and convert them into sales. That way you don’t go down the rabbit hole chasing dead ends.
A good marketing automation suite will paint the bigger picture with details of the customer’s buying
journey. Tracking down customer behavior, you can then tailor your marketing campaigns around the current stage of the purchasing lifecycle.
CRM Integration
Optimal use of resources and collaboration between marketing and sales is the way to go in today’s world of digital disruption. The end goal of both the teams is common – establishing meaningful customer relationships and boosting sales. An integrated common platform provides a single source all teams can refer to and track. A unified platform also means consistent messaging and complete control of data management.
Campaign Management
Automated campaign management is your answer to managing individual campaigns, cross-channel campaigns and personalized one-to-one customer journeys based on those campaigns, all at the same time. An intuitive and easy to use UI will be your newest best friend, helping you create complex campaigns with communications for each channel in a short timeframe.
Create complex campaigns with communications using Marketing Automation
Landing Pages & Forms
The landing page and registration form is an integral part of any marketing campaign. When a prospect clicks on a landing page for a specific product, it displays his interest and possible intent on buying the product or service. The registration form which could possibly be on this landing page is where a customer fills out their details and that then is added to the database as a lead. Some marketing platforms have the option for a “social sign-on,” which gives you a deeper understanding of the prospect based on their social media profile and activity.
Social Media Marketing
Social media is constantly buzzing and a smart automation tool can sniff out the latest trending conversations via social listening and help you segment your prospects and tailor your campaigns around trending buzzwords.
Social media marketing automation also helps you measure the worth of your social campaigns and the impressions you reach. It gives you details on who is sharing your content and how much of it is translating into bottom of the funnel leads.
Inbound Mobile Marketing
Although people use multiple devices in today’s day and age, the mobile phone is the go-to device for accessing apps. Regardless of the scale of your business, the best way to connect and build a personalized, long-lasting relationship with the consumer is by connecting directly to customers’ mobile devices.
With automated mobile marketing, it is easy to integrate your messaging with other apps and keep the customer updated on product news and updates via push notifications. Additionally, you can target specific user groups and personalize offers and discounts.
Email Marketing
Whether it is a coupon code for an item on a customer’s wishlist or an additional discount for an abandoned online cart; personalized mailers can nurture customer relationships and convert leads into sales. Look for a tool that helps you create quick yet engaging emails using templates, run A/B testing and view rendering reports. However, it is important to make sure your marketing efforts are not going into the trash can. A good marketing automation platform stays on top of new regulations and is spam compliant.
Create engaging template with a good marketing automation platform
Support Online & Offline Business
Synchronizing your marketing efforts across online and offline channels is half the battle won. In a country like India where the use of the internet has not yet spanned across to the masses, a marketing automation tool needs to consider offline business as well. The tool should still deliver a holistic experience based on massive data sets with personalized offers across online and offline channels.
In conclusion:
If the above factors have cleared the fog and helped you understand how to evaluate and find the best marketing automation platform, we would also like to make things easier and throw a strong and budding contendor in the mix – Gamooga.
Gamooga is a powerful marketing automation platform backed by a predictive analytics engine offering real-time actionable insights to help you deliver 1:1 personalization at scale. The AI driven Marketing Automation Platform, offers omni-channel personalization, a user friendly campaign journey builder and integration of offline and online data to give you real-time insights to help you supercharge your customer engagements and eventually build long-lasting customer relationships. After all, that is purpose of all our customer engagements – building loyal and long-lasting relationships that result in high ROIs!
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Power Of Customer Segmentation In Modern Day Marketing
Customers today demand relevant and engaging interactions from brands. Businesses need to understand their customers better in order for them to drive relevant conversations with customers. But doing this at scale means, browsing through copious amounts of data and mapping out various sets of customer personas that can be targeted with personalized content.
According to an Ascend2 report on Optimizing B2B Marketing Automation, “Mapping the customer experience and use of personalized content are deemed the most effective tactics for optimizing marketing automation”. Another Ascend 2 Report on Email Marketing Strategy states that, “The ability to segment email lists and individualize email campaign messaging are the most effective personalization tactics for 51% of marketing influencers."
What is important to understand is that personalizing content is highly dependent on the segmentation strategy that businesses adopt. A Marketing Automation tool that can chart out what customers are looking for, what their preferences are, what are their choices, what are their likes/dislikes and many more of such attributes lets marketers gain an insight into the mind of the customers and create messages that are more relevant to them.
So, what is segmentation and why is it important?
The method of Segmentation has evolved to adapt to the modern customer’s needs. Choosing the correct method of segmentation as per the marketing strategy can make this process 10 times more effective.
To put it simply, Data Segmentation is the process of dividing available customer data into finer segments that share some common attributes. The process helps marketers to identify, determine and target audience as per their various business needs. It is also a tactical way to facilitate differentiated communication for each customer group so as to address them with communications that match their interests and likes.
Challenges of Traditional Segmentation
Marketers have been following the practice of segmentation to better understand and target their customers for a long time. However, the traditional way of segmenting data has been mostly based on data segments like gender, age, interests, geography and so on.
Defining customers on which part of the city or country they come from or which gender they belong to make any particular segment very vast, thus beating the whole purpose of classifying them. Needs of customers today have become dynamic and are no more restricted to societal restrictions.
Types of Customer Segmentation
Geographic Segmentation
One of the most traditional ways of dividing any customer base is via their location. According to this segmentation, firms may choose to target a specific country, city, or town to market their product/service. While this might not be a good online sales approach but however, for retailers, it helps them to create dominance over a certain geographical area through targeted marketing and advertising within that location. While selling online, this kind of segmentation can be useful in terms of certain products but typically it is more of a restriction than a privilege.
Demographic Segmentation
One of the oldest and most common types of segmentation practiced by marketers. It basically divides the customer base on the basis of age, race, education, nationality, income and occupation. While it may be ideal in differentiating on a wider level but when it comes to customizing communication on a personal level, it fails to deliver intimate data.
Psychographic Segmentation
This is the most effective way of modern segmentation as it brings into consideration consumer attributes such as emotions, perceptions, interests, beliefs and attitude. This method of segmentation might not have been possible earlier due to a limitation in variety or depth of customer data available but today with so many ways present to interact and connect with the audience, the available data is much more insightful. Such segmentation can help a great deal in customizing messaging in terms of visuals, channels, words and the tone of voice.
Behavioral Segmentation
This is also a modern method of segmentation used by dividing customers into groups based on their browsing pattern, purchasing history and preferences in relation to a product. Events to consider to narrow down your users could be the time and day they open marketing communication emails, the channel/device they use the most to view marketing communications, the products they view online, the kind of messaging they most respond to and so on. This kind of segmentation is the most effective way to customize messaging that is conversion-savvy.
Evolution of Market Segmentation
As the audience and marketing platforms have evolved, so has the process of segmenting data. It is the era of micro-segmenting and so groups are getting smaller and intimate based on a customer’s attitude and behavior. The purpose of micro-segmenting is to cut through the clutter and directly engage the customer with more relevant messaging over multiple channels. This process of engaging a customer generates a desired response and increases the chances of conversion.
With endless touchpoints and data to process and target, market segmentation needs technology to do it justice. The one big purpose that segmentation needs to meet today is tailoring communication as per individual consumers instead of subjecting them to generic communication. As a consumer’s behavior is dynamic, their segmentation also has to be real-time to match their needs.
Importance of Real-time Segmentation
Staying ahead of the customers in understanding their needs and providing them with customized solutions is what makes marketing more effective today. Real-time segmenting allows marketers to decode customer needs by analyzing and understanding customer behavior as soon as the event takes place. This allows the marketers to seize that window of opportunity where the customer is most likely to respond.
With real-time segmenting, you can also share targeted communications in real-time with customers at their optimum moments of influence to increase conversion rates. For example: In case of an online video streaming app, if a customer has finished watching the first season of a popular series, they are most likely to continue watching more if they are aware of the season 2 streaming at the same time. But, for some reason, they missed out on noticing the availability of next season and exit the app. In this case, this particular segment of the customer can be easily brought back to the app with an enticing push-app message about the next season. But, if your segmentation process isn’t real-time and fails to identify and target this segment, then a good conversion opportunity is lost then and there.
Segmentation + Marketing Automation = WIN-WIN!
Segmentation helps identify the channel a customer uses or prefers, while marketing automation will leverage this information to send out time-sensitive messages through the right channel in the right frequency. Marketing automation speeds up the process of segmenting data while carefully and timely targeting those segments in an efficient and personalized way. The combination is a guaranteed win-win for every industry.
While segmentation will help you win half your battle, Marketing Automation will guarantee success. Karix’s Marketing automation platform, Gamooga, allows marketers to streamline their personalization and segmentation needs in a real-time manner. It facilitates marketers with a dynamic platform that creates customized campaigns to create more impactful communications for the end-user.
Gamooga processes millions of datapoints in milliseconds through real-time segmentation and targets customers according to their behavioral preferences. Give your marketing segmentation the power of a strong Marketing Automation platform by scheduling a demo with us today.
For more details click Karix.com
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Enhancing Customer Experience With Whatsapp Chatbots
WhatsApp has taken gigantic strides in the past few years, ascending to becoming the world’s most popular messaging app and now gradually making its mark as the preferred platform for brand-customer communication. The 2 billion+ user base makes it a predominant choice for brands looking to add conversational commerce to their offerings.
With the WhatsApp Business Platform, brands can use chatbots and automation to acquire leads, promote their products and offer a 24/7 always-online customer support channel.
In an age where customer experience is at a premium, brands that offer a fantastic customer experience bring in 5.7x more revenue than their competitors who do not offer a good customer experience.
(Source: Forrester)
With that in mind, let us look at some ways in which WhatsApp enables brands to upgrade their customer service experience.
Making commercial communication more conversational with WhatsApp
In a time without chatbots, users would have to navigate cumbersome menus and sections on brand websites to find the product they were looking for. If the website isn’t extremely well-designed, this whole experience would take a lot of clicks and several minutes of the user’s time.
With WhatsApp chatbots, you can bypass this hassle and simulate the experience of walking into a store and having the sales rep walk you through the entire perusal and purchasing process.
For example, if a customer wants to find a nearby physical store that stocks an item they saw online the conversation could go something like.
Brands can also use WhatsApp’s CTA buttons to easily send payment links to customers at the appropriate moment. For example, a restaurant could send a quick payment link to a customer over WhatsApp following a quick conversation where the customer mentioned their order details and address.
With WhatsApp’s end to end encryption, brands can safely share documents like invoices and receipts within the chat window to make it easily accessible to their customers.
WhatsApp provides contextual data that brands can use for bespoke customer experiences
Online experiences over platforms like WhatsApp are not just limited to replicating the app or website that a brand has, instead, you can also use the unique conversational capabilities of WhatsApp and the context of the conversation to create intuitive, highly personalized and satisfying customer experiences.
With natural-language processing automation solutions like those provided by Karix, you can delve deeper into the mindset of a buyer to give them the right information at the right time in their journey. For example, you can naturally recommend a pair of shoes from your catalog in a chat window after a conversation has been initiated around similar or complementary products, making your interaction more data driven and contextual.
WhatsApp can integrate seamlessly with a CRM, allowing you to utilize past consumer data to foster long-lasting customer loyalty with a 24/7, always-on, personalized customer support system.
WhatsApp chatbots make it easy for brands to re-engage dormant customers and abandoned carts
WhatsApp is much more effective at re-engaging customers than the traditional methods such as email or SMS because of its contextual and conversational flow. This allows brands to re-engage with dormant users and those who have abandoned a purchase midway with the right nudges like a coupon code or a discount to incentivize the purchase.
WhatsApp chatbots allow brands to offer robust post-sales support
Post-sales support is one of the pillars of a great customer experience. With WhatsApp chatbots, you can have an always-on, 24/7 support presence that your customer can take advantage of at a moment’s notice.
With a combination of automation and human agents for solving more complex queries, you can drastically reduce the time it takes to resolve support queries. AI-powered WhatsApp support solutions are incredibly cost-efficient and can be scaled easily to adapt to incoming demand.
Two of the most common user support queries – tracking orders and refunds – can be seamlessly enabled over WhatsApp, dramatically improving the user experience.
WhatsApp is also a comfortable place for brands to collect user feedback, given that people are already used to sending text messages back and forth on the platform.
WhatsApp Chatbot use cases
Let us take a look at a few different ways in which WhatsApp chatbots can be deployed, depending on the industry you service.
Retail – Exploration + Lead Capture
One of the most common ways to use a WhatsApp chatbot if you are a retail brand is to use it to highlight your product catalog while simultaneously leading the user through your defined journey and collecting lead data based on their responses at each step of the way.
For example:
Banking – Faster Query Resolution + Online Banking
In the financial and banking sector, brands can use the powerful capabilities of the WhatsApp Business Platform to create a fantastic customer experience that is built on robust customer support.
As we have discussed, the scalability of WhatsApp chatbots and the ability to integrate with intelligent third-party solution providers like Karix makes it possible for brands like AU BANK to simplify banking for their customers.
For AU Bank, Karix’s WhatsApp Business solution powered by our advanced conversational platform allowed customers to initiate service requests and open a savings account, all through a chat conversation.
Travel – Booking Details + Schedule Changes
WhatsApp chatbots are incredibly useful for travel brands. For a sector that relies a lot on competitive pricing and timely notifications, chatbots allow brands to send customers all the important information right to their phone.
This means that invoices, booking confirmations, delays or flight cancelation notifications, discounts and loyalty rewards can be sent straight to a customer’s phone using WhatsApp’s secure end-to-end encryption.
In addition, travel brands can use WhatsApp chatbots to assist prospective flyers and existing customers with a 24/7 always-on support channel for any queries or assistance they might need.
WhatsApp chatbots are incredibly versatile and hold great potential for upgrading your existing customer experience. If you would like to learn more about chatbots, make sure you bookmark the Karix blog and revisit often!
For more details click on karix.com
#whatsapp api platform#whatsapp business api provider#whatsapp enterprise solutions#whatsapp solution#whatsapp message api#whatsapp business solution
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Do more with WhatsApp Business API
Across a number of industries, you can use WhatsApp to notify, converse and engage with customers through their most preferred messaging app. WhatsApp Business API can act as a dynamic platform to drive two-way conversations and improve customer satisfaction. Also, the fact that customers do not have to download an additional app poses as a major motivational factor for them to engage with businesses via an app they already use and trust.
WhatsApp presents two possibilities.
Brands can use the platform to send out communications to notify consumers. If the consumer reaches out with a query or a response, two-way communication between users and the brand is possible, provided the brand responds within the 24-hour window.
Additionally, users need to first opt-in via the brand’s website or any other such channel to be able to receive messages on WhatsApp.
Let us break this down via each industry for you.
Banking, Insurance & Financial Services (BFSI)
Travel & Hospitality
Automobiles
Retail
E-commerce
Medical and Healthcare
Consumer electronics, Appliances & Durables
Banking, Insurance & Financial Services (BFSI) :
Customers today would rather carry out most transactions digitally rather than talking to an agent or visiting the branch.
Banking, Insurance and Financial Services can carry out most of their processes that require agent interactions and high wait time for customers with ease on WhatsApp.
Whether it is updating KYC or a mutual fund risk preference, helping a customer understand the account opening process or something as critical as reporting fraud/loss/block of a card, banks and financial institutions can use the WhatsApp Business solution to simplify processes and make them convenient for their customers and employees alike.
Enterprises can also use the medium to notify and keep their customers informed for processes such as transaction alerts, OTP authentication, trade summary and confirmations, portfolio updates, policy renewal reminders and so much more.
Alternatively, customers can chat with a customer care agent to request the program to retrieve information for mini statements, and even update important information such as adding on an insurance nominee for example.
The platform can also be used to address customer grievances and locate ATM and insurance branches and calculate insurance premiums and loans.
Additionally, with Karix, the WhatsApp Business solution can easily be integrated into existing APIs.
Travel & Hospitality:
Adding WhatsApp to your communication suite will make you a more reachable and better connected host and travel partner.
You can carry out an entire buyer’s journey end-to-end in WhatsApp.
For example, the interested customer can initiate a ticket booking enquiry with a WhatsApp message which can be responded with seat availability and prices.
After the customer shares his preferences, you can next help the customer with the booking by sharing a URL where the customer can make the payment.
You can close the transaction by sending out a confirmation message after the payment has been made and next share the ticket, invoice and PNR number.
Prior to the flight, the customer can enquire about the flight status and also complete his web-check, all via the same platform.
The platform can also be used to keep customers informed about important reminders and updates.
Additionally, if the company opts to integrate Karix’s Natural Language Processing (NLP) engine into their ecosystem, customers can reach out to retrieve airline miles or even with an unstructured query and retrieve instant responses from the brand.
Automobiles:
Use WhatsApp to provide a better overall customer experience.
Before a sale, you can let potential customers locate a showroom, schedule an appointment or a test drive and also manage dealers within the same application.
After the sale, for existing customers, you can share insurance processing alerts, smart car functions and updates and road side assistance.
Customers can also directly reach out to you if they want to check on their invoice, insurance status, warranty information and feedback on the entire process.
If you opt for Karix’s Conversational solutions, WhatsApp can also double up as a round the clock customer care service to address customer grievances, unstructured queries and FAQs.
Retail:
With the rise of e-commerce, retail enterprises need to put in more effort to retain their customers. An investment in WhatsApp will result in higher customer retention numbers and eventually a higher annual ROI (return on investment).
Use WhatsApp as part of your retention strategy to inform customers about holidays and maintenance activities. You can share gamification messages and offer them to look for product information when you are expecting long wait-times outside trial rooms during sales. After a purchase, share transaction details and collect feedback.
Retailers that decide to add on Karix’s Natural Language Processing Manager (NLP) can use the platform to support two-way communication with their customers and help them with several services.
Existing customers can seek information on the purchase or want to update their profiles, while customers interested in making a purchase might want store locations – and all of this information can be shared via WhatsApp with rich text content supported by images.
E-commerce:
E-commerce being a digital medium that attracts people because of its convenience must factor in the need for upgrading their customer experience consistently.
It is important to develop key touch points with customers since the whole process for an e-commerce player is virtual.
To supplement the sales process, information such as transaction success, order processing and shipping status can easily be shared via WhatsApp.
E-commerce players can also easily avoid any negative feedback or losing out on their customer base if they
share information of delays, order cancellations, refund status and delivery reschedules with their customers ahead of time.
In case things escalate, and you need to manage customer grievances, you can use WhatsApp for a live customer care and FAQ channel and also take up unstructured queries via the medium, provided you opt for Karix’s chat interface.
Medical and Healthcare:
With platforms now available to review and recommend doctors, the perspective on healthcare as an industry has changed drastically over the years. Customers now expect more value, best-in-class facilities and a higher level of expertise from a healthcare service/institution.
WhatsApp can act as a mediator and facilitate several urgent requests from sharing test reports to updates on insurance processing and outstanding balance.
Leverage WhatsApp to share reminders and updates for appointments to avoid long queues outside waiting rooms and disgruntled patients.
You can also share available appointments schedules and allow them to reschedule appointments in case of delays or change of schedules on either your or the customer’s end.
The platform can also be used for a host of other services by customers like browsing services, package selection and FAQs.
Consumer electronics, Appliances & Durables:
There is no dearth of new products and appliances in the market today. With innovative technologies and so many new products available across channels, how does a brand develop and maintain brand loyalty with their customers?
The answer is simply by valuing customers, taking note of their grievances and queries and providing better customer support. And all of this can be easily executed via WhatsApp.
Whether a new software version or update is available or if the warranty is about to expire, Karix can help you send out automated WhatsApp messages to your customers.
Information like product verification, warranty details, service center location can easily be available at their fingertips with the WhatsApp Business API with an add-on of Karix’s Knowledge Repository service. You can make it is easier and more convenient for customers to now book service appointments, and request for warranty extension, all via the same platform.
Learn more about the
WhatsApp Business API
and explore Karix’s offered solutions.
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Conversational Design For Whatsapp
According to research from Gartner, around 70% of the global workforce will have interactions with a conversational system on a daily basis by 2022.
As a designer of such a conversational platform, you must think of it as putting a puzzle together. You must consider the technological limitations of your platform and craft what you want users to do within the space.
Bit by bit, use-case by use-case, you put the puzzle together with the end goal of creating conversations that feel natural, user-friendly, and intuitive.
In this article, we will discuss briefly how you can best use the tools available to you within the WhatsApp Business API to bring the conversation design to life.
1. Understanding your business requirements and audience
The most important step in designing a great conversational flow is defining a clear problem statement that the bot is intended to solve.
For example – “I need to design an automated customer support bot for my online shoe store.”
Once you have identified the overall problem statement, you should start to fill in the details by asking questions like
What channels are customers currently using for support queries?
What is the percentage of calls/emails/chat that customers currently use?
What are the most common complaints?
How are we generating leads currently?
How well is our website/social media working for conversions?
2. Building a bot persona (researching your buyer)
To create the persona that the bot will communicate as, you must undertake comprehensive research to understand the practical details of what your customers really want. You should go to internet forums, app store reviews, the comments section on your social media and your reviews to understand what language your customers are using and what their questions are.
If you are already using a CRM, you need to know what the average turnaround time is for currently resolving tickets. How many customer agents do you currently have, and when are they active? Once you collate this information, you can start creating a bot persona.
For example, if you are a fitness brand your average customer might be young, financially independent individuals. To cater to them, your brand persona should be that of a young, enthusiastic fitness guru rather than an old, world-weary advisor.
Use this persona to role-play conversations with your customers. You will see that there is a lot of different conversational situations that could come up and the bot must be able to deal with emotions, technical jargon, and even separate languages. It should be able to speak to the angriest and the shyest customer and guide them towards a conversion.
3. Picking the right words (affirmations, ice breakers, sign off phrases)
To keep the conversation flowing and natural, it is important that you pick the right words and phrases to move the user along their journey.
Broadly speaking, your bot persona will fall into one of these three categories
Formal (Professional, minimalistic, and helpful tone)
Casual (Friendly and helpful)
Quirky (Energetic, funny, and niche-specific)
Conversations are inherently very contextual, so consider these as guidelines and not strict rules when you are designing your bot. Let us consider a few use-cases.
1. Acknowledgement of user query
Formal response – “Definitely / Understood”
Casual response – “Happy to help / Glad you asked!”
Quirky response – “Gotcha / Sure thing”
2. After user information has been collected
Formal response – “Noted / Thank You”
Casual response – “Perfect / All set!”
Quirky response – “Okay cool / Mission accomplished”
3. When you want to collect information, engage the user and move the conversation along
Formal response – “Before we begin / Next step”
Casual response – “We’re almost there / Just one more step”
Quirky response – “I’d like to know you better”
4. Asking the user to wait
Formal response – “Give me a minute / One moment”
Casual response – “Hang on… / Hold up a second”
Quirky response – “Stay right here / On it, boss”
5. Ending the conversation
Formal response – “Happy to have helped / Is there anything else I can help with?”
Casual response – “I’ll be here if you need me / You know where to find me if you need help”
Quirky response – “Toodles / Twas a pleasure helping you!”
4. Choosing the right elements (QR/Buttons/Carousels/Location picker etc.)
Depending on the context and where you are in the conversation, you might pick a textual or a graphical response such as images or buttons.
Let us take a look at some of the elements you can use while designing your conversation.
1. Quick Replies
These are tappable buttons that the user can use to reply instead of typing out a whole sentence or phrase. These are extremely common and should be used to lead the user into the next phase of the conversation.
For example, for your online shoe store, you might have quick replies like “Browse Products” or “Why do I need special running shoes?”
2. Away messages
Away messages can be used to convey that you are busy or currently out of office. You can set your business hours within the WhatsApp Business API and choose to send the messages either all the time, or outside of your specified business hours.
3. Greeting messages
These are used when a user first initiates a conversation with you. These need to be representative of the vibe you want to project as a brand (business-casual/ friendly/ quirky).
To give the user an optimal experience, make sure these greetings match the overall tone you are going for and convey wit and personality.
4. List Messages
Text-only messages can devolve into a wall of text if you are using them to convey a long list of options. This is where List Messages come in to provide a quick and easy bridge for customers to move to the next step of their journey.
List messages can be used in situations where you want to present the user with several options, such as
They need to book an appointment
They need to choose specific seats for an event they are attending
Menu options depending on user input
They need to locate the closest outlet or store
5. FAQs
Adding the most commonly asked questions to your bot is a great way to ensure that most people will have their questions answered without needing to involve an actual customer service agent.
Make sure that all of the FAQ sections move the user forward naturally in the conversation. If a particular answer is too lengthy, consider creating a video or image that can convey a majority of the information.
Always begin with the end in mind and prioritize the most common use cases. Once you have your brand persona set, you should begin testing and mapping out different variations of user journeys with the bot. By testing the bot in distinct scenarios, you will be able to iron out edge cases and roadblocks.
Designing an intuitive conversational flow can mean the difference between a massively successful campaign and a mediocre one. To learn more about building memorable user experiences with WhatsApp, make sure you bookmark our blog karix.com/blog and visit regularly!
For more details click on karix.com
#whatsapp business platform#whatsapp business solution#chatbot solutions platform#chatbot automation platform#Progressive web app chat solution#whatsapp marketing automation#sms solutions#email campaign solutions#voice solutions#Rich communication Services
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How To Run Successful Sms Marketing Campaigns
Back in December of 1992, Neil Papworth sent out the world’s first-ever SMS. It read “Merry Christmas” and was the first step in revolutionizing how people ‘talk’ to each other.
Today SMS serves as a quick and convenient way for people to communicate, globally. According to Gartner, SMS have an open rate of 98% and a response rate of 45%. Mobile devices have opened up new opportunities for brands to reach a more defined and receptive audience.
SMS marketing, or text message marketing, is a simple but powerful communication channel through which brands send updates, promotional messages, and logistical information to their users.
90% of all text messages are read within 3 minutes. Brands across industries, including fashion, healthcare, retail, food delivery, and many more, are using text messages to connect with their customers.
Brands use the platform to engage with their customers at every step across the customer lifecycle. Be it sending promotional offers, calendar invites, images, or surveys. Text message is a faster, reliable way to do it.
But, SMS marketing may get tricky. Since it is a more personal space, marketers must plan their strategies out thoroughly before executing campaigns. You don’t want to go wrong with a channel that you use to foster long-term relations with your customers!
So, here are some best practices to help you optimize and improve your SMS marketing campaigns.
Start with Getting Permission
Getting permissions through opt-ins before sending out messages is a must. As marketers you don’t want to spam your users! Spamming users with unsolicited messages can potentially harm your relationship with them. Moreover, local laws that protect consumers from unwanted messages penalize brands for doing such things.
Opt-ins can easily be collected through forms, ads, online contests, checkboxes on website sign-ups, or by simply posting on social media. For example, Subway allows interested customers to simply text them a keyword, ‘OFFERS,’ to start communicating with them. In doing so, consent is established right away.
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Use a Unique, Easy-To-Remember SHORTCODE and Promote it
Shortcode is a 5-6 digit number that users see on their screen when they receive a message from you. These numbers are made for commercial use. Since they are shorter than a regular phone number, they are easier to remember. These numbers are created for mass mobile communication and so, the bulk messages businesses sent out will not be blocked. It also allows for a faster delivery time, which is great for sending out time-sensitive information.
Since the shortcode is unique to your business. It is a good idea to familiarize your audience with it. Inserting your shortcode into email campaigns, social media posts, or even website checkout pages helps to build recall in the minds of your customers.
For example, Chipotle advertises its shortcode 888-222 on its website. Pretty easy to remember isn’t it? The goal is not to get your customers to memorize it, but to familiarize them with it. So, when they receive a text message from you, they’ll recall your brand and are thus, more likely to open the message.
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Identify the Best Time to Send Text Message Campaigns
While planning Text Message marketing strategies marketers must identify the times their customers are most likely to be active on their phones. Most text messages indeed are opened and read, even the messages sent out when a customer is busy. But the customer won’t have time to take any action on it and is likely to forget about it.
For instance, you should avoid sending messages from 7-9:30 AM and 5-7:30 PM since most people are usually driving/traveling during these times. Sending messages at odd hours, like midnight or early morning, can also push customers to opt-out of the messaging services.
It is also important to send messages at the right ‘time’ of the customer journey. For instance, if a user has just bought a summer dress from your site, it might be a good idea to send a message with offers on hats or sandals. If a user has just visited the doctor, it’ll be ideal to send a message for a follow-up appointment or send a survey message to ask about their experience.
Intelligent marketing automation tools make use of AI and ML algorithms to determine best time to send SMS campaigns. Completely automating your engagement with contextual hooks and triggers placed across the customer journey.
Boxed, an online retail company sends its customers messages to remind them about abandoned items in their shopping cart. It also provides a discount code to nudge them closer to their purchase decision.
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Keep Your SMS Campaigns Fun and Conversational
Through SMS marketing, brands have the opportunity to make a personal connection. It enables 2-way communication so that your customers can respond and give you valuable feedback.
You can also run fun SMS campaigns like quizzes, contests and other activities for your target audience. For instance, Starbucks ran an SMS quiz campaign to interact with customers and increase user knowledge about the brand.
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BookMyShow also uses SMS to drive call to action. In the below example, the message urges Ed Sheeran fans to book tickets for the concert through a unique link.
Measure Success Metrics for SMS Campaigns
To make data-driven decisions and set goals for coming campaigns, you must understand what has worked in the past. Track demography based performance metrics, use trend reports to understand how your audience is interacting with your SMS campaigns over time.
For call to action based SMS campaigns that bring the users on to your website you can map campaign with their actions on the website using UTM sources in the URL.
Find the Right frequency
Once a user has opted-in, it is important to not abuse this power. Brands must provide value with offers or information that is valuable to users. For example, Amazon alerts its customers about their package delivery and allows them to track their orders, all in one message.
Gillette even goes to the extent of informing their customers that they will receive messages 2-3 times a month. Informing the user about the type and frequency of messages makes sure they know what to expect. And, it is permission marketing done right.
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Add a Personal Touch to the Conversation
94% of marketing professionals believe that personalization is important to win over customers. Personalizing SMS campaigns with the receiver’s name, using the local language, referring to their previous purchase leads to better engagement.
Customers today expect contextual, relevant, and timely communication from brands. Successful SMS marketing campaigns make use of user behavior data, user profile data to personalize the message content. Using a powerful marketing tech stack that brings the customer data in one place enables personalization. Along with the ability to segment, target the right user with the right message.
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Incorporate the Right Keywords
Keywords are the word customers will type to opt-in to a brand’s messaging services or respond to them. By using relevant keywords – a word or a phrase – that users text to the provided shortcode, businesses increase the number of opt-ins and responses.
Keywords like “YES,” “Y” and “START” are overused and have little or no impact on a customer’s decision. Domino’s Pizza uses the pizza emoticon and the word “PIZZA,” to enable SMS ordering for customers. The campaign also incentivizes users with a 30% discount.
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Personalize Messages for Each User
Segmentation is one of the fundamental concepts of marketing. Bucketing users into homogeneous groups and then targeting them with appropriate messages gives better results than carpet bombing your entire user base.
For example, a clothing brand may send out different messages to users based on their past purchases, searches, or demography. So, a mom-to-be would receive a different message when compared to a teenager searching for her perfect prom dress.
Test Campaigns to Find the Best Option
Test. Test. Test. Until your campaigns improve. A/B testing your SMS campaigns help identify the variation that works best.
For example, say you want to test the impact of adding an image to the messages created. To test this, a business sends two versions of the campaign. One campaign would just be the vanilla text message and the other with rich media (image).
Provide an Easy Way to Opt-Out
Businesses should create a simple opt-out process for subscribers. Even the most loyal customers need to know if they have a way out. Moreover, if your customers can’t opt-out, they’re likely to reach out to your customer support team or complain to their wireless carrier. Both of which are additional steps for them and creates a bad image for the business.
As soon as a customer signs-up for SMS services, IKEA provides them with all the information they need. The customer is given clear instructions on how to opt-out if they want to stop receiving messages.
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Your customers are already texting, so why shouldn’t businesses be there?
As customers move towards being more mobile reliant for everyday tasks like paying bills, sending money, shopping, and more, a texting sales strategy is a great opportunity for businesses. Moreover, as part of providing customers an omnichannel experience, businesses must meet them wherever they are.
Through conversational messaging, brands can show their values and personality while interacting with customers. The next generation of SMS in mobile messaging is Rich Communication Services (RCS). RCS enables interactive 2-way communications through rich media capabilities like gifs, videos, document sharing, and more.
The mobile messaging market is predicted to grow from $10.5 Billion in 2019 to $25 Billion by 2024. That creates more than double the marketing opportunities for businesses! Businesses must rethink their customer journeys and come up with strategies that can help stand out among the many notification customers get in a day.
#chatbot solutions platform#PWA solutions'#whatsapp marketing automation#sms solutions#email campaign solutions#voice solutions
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All About New Whatsapp Business Platform Pricing
It has been a while since WhatsApp revised and introduced a new pricing model for using WhatsApp Business Platform. However, understanding how the new pricing works still remains one of the most frequently asked question by users. Since the new pricing came into effect starting Feb, 2022, the model only goes on to reflect the conversational nature of business-customer relationships more accurately. In this blog, we try to simplify and make it easier for you to understand how conversations initiated on WhatsApp between businesses and users are charged.
Under the new model, the conversations are charged basis who initiated it. Broadly, there are two separate conversation types that are priced differently.
User-initiated conversations:
Business-initiated conversations:
This is when a user initiates a conversation by messaging a business. If a business replies to this message within a 24-hour customer service window, the message will be attributed to a user-initiated conversation.
When a business messages a user a message outside the 24-hour customer service window, it is counted as a business-initiated conversation. Businesses need a pre-approved message template to initiate such a conversation.
Every conversation is measured within a fixed 24-hour window. The 24-hour conversation window begins when the first message from a business within the conversation is delivered – either initiated by the business itself or as a response to a user message. Within this 24-hour window, any number of messages (including template messages) may be exchanged between the business and the user without incurring any additional charges. Each 24-hour conversation window incurs a single charge.
To further understand how these two conversation types are charged on the WhatsApp Business Platform, let us take a look at some use cases. We will consider a hypothetical customer Rajesh and two fictional businesses – Acme Sport (online fitness store) and Acme Air (airline).
User-Initiated Conversations Use Cases
1. User makes a general customer service request
Rajesh: Hi, I just wanted to confirm that my order for running shoes has been accepted? I did not receive any notifications from the app after my purchase.
Acme Sport: Thanks for contacting us, Rajesh! Your order #6421 for Size 10 Nike Air Running shoes has been accepted and should be at your doorstep shortly!
As soon as Acme Sport’s reply is delivered to Rajesh, it starts a user-initiated 24-hour conversation session. Within this 24-hour window there is no charge for individual messages, encouraging the business to reply to support queries in a timely manner.
Rajesh: Ok, thanks
If Acme Sport continues the conversation after the 24-hour window has ended, they will be charged for a new conversation. Additionally, they will be required to send a message template to start a conversation, and the new conversation will be a business-initiated conversation.
In this use case, Rajesh gets the information he required, and Acme Sport gets charged for one user-initiated conversation.
2. User initiates a conversation that requires two separate message template replies
Rajesh: Hey just wanted to check when my last order is going to be delivered. I haven’t received it yet.
Acme Sport: Your last order #6421 has been shipped and should be arriving on or before 15th May.
User-initiated conversation begins as soon as Acme Sport’s reply is delivered.
Rajesh: Thanks a lot for the quick response!
Acme Sport (More than 24 hours later): Hi Rajesh! Your order #6421 has been delivered.
Acme Sport sends a message template to tell Rajesh that his order has been delivered outside the user-initiated conversation window, beginning a new business-initiated conversation.
In this case, Acme Sport is charged for one user-initiated and one business-initiated conversation.
Business-Initiated Conversations Use Cases
1. Business initiates the delivery of notification via message templates
Our fictitious airline, Acme Air has decided to update customers over WhatsApp when flight timings change, or other important updates need to be conveyed. They do this by using a message template.
Acme Air: Hi Rajesh! Your flight to Mumbai on 16-MAY 6.45PM IST has been delayed. Your new departure time is 7.45PM IST.
Acme Air: Hi Rajesh, your flight to Mumbai on 16-MAY 7.45PM IST is departing in 30 minutes. Your departure terminal is 4B.
In this example, Acme Air conveyed a schedule change to Rajesh via a message template and sent a follow-up via another message template within the 24-hour message window. As a result, Acme Air will only be charged for one business-initiated conversation.
Key Takeaways About the New Pricing Model
Conversations within the new pricing model for the WhatsApp Business Platform will be measured in 24-hour windows or sessions. These sessions are either initiated by the user or the business, leading to different pricing tiers.
Businesses can send free-form messages to users within the fixed 24-hour conversation window that is initiated after the first business message within the conversation is delivered. If the initial 24-hour window has concluded, the business must send a message template to re-initiate the conversation, which will be charged separately as a business-initiated transaction.
The first 1,000 messages per month for each WhatsApp Business Account (WABA) are free. Additionally, conversations that are initiated by users who click on a Click-to-WhatsApp ad or a CTA button from a Facebook page are not charged.
Charges for user-initiated and business-initiated conversations vary depending upon the country or region the account holder is located in.
The new pricing model represents Facebook’s push towards the usage of WhatsApp as a two-way communication tool between businesses and customers, encouraging rapid resolution of customer queries and personalized conversations.
Since conversations are based on 24-hour sessions or windows, businesses need to optimize for speed when dealing with customer support queries over WhatsApp. If your existing support team is barely keeping up with the volume of customer queries, consider partnering with an official WhatsApp Business Solution Provider like Karix to build an AI-powered chatbot solution that can automate the resolution of common customer service queries.
For more details click on karix.com/products
#whatsapp business api india#whatsapp api messaging platform#whatsapp business platform#whatsapp solution#Whatsapp business api services#whatsapp business api solution#whatsapp business api integration
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Discover how Karix powered Urban Company's Hyper-Local Success.
Being hyper-local requires communications to be personal, contextual, immediate, and actionable. In addition to these, convenience through communication is another important feature for consumer-facing brands in the hyperlocal segment.
Discover how brands like Urban Company are pairing WhatsApp with other tools to drive successful hyper-local strategies. http://bit.ly/3hWfN4V
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How To Plan Your Chatbot Implementation
The best way to know your customers, is to have a conversation with them. So if you have decided to implement a chatbot on your website or app, you are on the right track. This is a big step towards interacting with your customers, engaging them and understanding them better. You’re about to be in the league with world-class companies who have tapped the power of chatbots. Chances are, you’re already using one chatbot yourself- Siri, Alexa, Google Now are all chatbots implemented cleverly.
Interesting fact: 89% of consumers want to engage in conversation with virtual assistants to quickly find information instead of searching through web pages or a mobile app on their own.
Drumroll: Chatbots are in!
The key benefit of chatbot solutions is the ability for your customer to interact with you and yet not feel the need to talk to a Human! Therefore, Chatbot conversations should be intelligent enough on how you handle a customer’s requirement. You should also remember that Chatbot conversation could start in two fashions.
Karix provides Chatbot service to Nerolac for their customers to have an interactive experience.
1. User-initiated Request
In this form of conversation, the key is to identify what is the intent of the user, the moment you identify the intent, the Bot should start a conversation flow to achieve that intent. The bot should also be intelligent to identify the change in conversation topic gracefully like in a human interaction. This is the key to managing a User Initiated Request.
2. System-initiated Request
The conversation flow is mostly driven by who starts the conversation. It’s easier to start a conversation which is system initiated since system initiated requests have a specific goal in mind and would come to an end as soon as that is achieved. These flows are easier to implement, and enterprises see a faster ROI as against the user-initiated flow.
The key to effective chatbot solutions platform use is to make sure they enhance your customer’s experience. Here are 5 steps to help you plan your chatbot implementation strategy:
Start Small: The key to introducing chatbot for your business is to find out the smallest use case that has less complexities and yet leverages conversation-based interaction. This could be a product recommendation Bot, welcome Bot for your website, a feedback bot on an SMS Link, an information bot on an email link or even a lead capture form on all your lead management entry points. It’s best to pick a small use case so that your other work such as selecting a partner, outlining internal processes, understanding nuances etc become easier and go live is quicker.
Define your Persona: Think of Siri and you immediately relate her with it. Whether you opt for a text-only chatbot or a voice-over based, one thing needs to be consistent, and that is your brand’s voice. The messaging has to be crisp and clear when implementing your chatbot. Uniformity is the key. So is your organisation’s branding as part of the bot, the look and feel, the GUI elements that position the brand values that your organisation intends to outline.
Define your Content: It is important to have the behaviour and content of your platform defined so that you can outline your expectations with the vendor. You should also have an outline on what do you plan to automate and what value-add do you plan to achieve with each use case. This exercise you could do with a right partner.
Planning a fall back: Knowing when the chatbot needs to take a backseat and human intervention is required, is an important aspect. Too much reliance and dependence on chatbot is not a great idea. So identifying situations where the chatbot redirects the messages to the customer service needs to be done.
Picking your Partner: Pick a chatbot solution provider who has experience in the space of digital communication so that you have a one-stop solution. Companies such as Karix offer sms solutions , voice solutions , email solutions , Social, Push and much more as channels of communication and support initiating Chatbot based interaction from any of these channels.
In conclusion, chatbot solutions platform is evolving and revolutionizing the way brands speak to their consumers. There is no right or wrong in the way a solution is implemented what works for one may not work for the other. But with a well thought through plan and some consultation with the right partners Chatbots can really turn your business around.
For more details click on Karix.com
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#chatbot solutions platform#chatbot solutions#chatbot platform#chatbot automation platform#whatsapp chatbot solution#whatsapp chatbot platform#whatsapp chatbot business
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Whatsapp Enables Customer Acquisition And Conversion
The customer journey is long and nuanced, and as a brand you must make sure it is as hassle-free as possible. You need a marketing solution that works for all the major touchstones in a customer’s experience with your brand – from the time they first hear from you to the time they are enthusiastically recommending you to their friends and family.
Since so much of our communication in the modern age happens over mobile devices, WhatsApp Business is uniquely suited to serve as a solution that works for several stages in your funnel.
Today, we will be exploring how WhatsApp helps you create an unforgettable customer journey that adds value, solves problems, and keeps people engaged all the way through.
1. Customer Acquisition
I. Website Chat Bubbles
One of the major rules of thumb for creating a successful WhatsApp campaign is simple – Make sure there are as few steps as possible required for a customer to begin a conversation with you.
Website chat bubbles have become widely accepted and having a WhatsApp chat bubble means the user can easily start a conversation with your brand on their laptop and continue it on their phone when they step away from their desk.
Since the user is opting in to chat with you, it eliminates them having to first save your number to their phone before they can initiate communication.
II. Click-to-WhatsApp Ads from Facebook
Within your PPC campaigns on Facebook, instead of creating a standard landing page with a catalogue of products, you can send users to a WhatsApp conversation.
WhatsApp has become the preferred mode of communication for many people in their day-to-day lives which makes it very natural for them to be messaging you back and forth on WhatsApp.
Creating automated conversation flows within WhatsApp is quite simple so you can have a campaign-specific funnel that guides users through to buying what they saw on the ad they clicked.
III. QR Codes
QR Codes are a fantastic tool to get people on your WhatsApp list. In keeping with our theme of eliminating unnecessary steps, QR codes allow a prospect to begin a conversation with you almost instantaneously.
All they have to do is scan the QR code and voila – they are in a WhatsApp chat window with you where they can ask questions, ask for guidance and have you address any doubts they might have.
This kind of access to a brand is unprecedented, and people are more likely to trust you if they essentially have a 24-7 open line of communication with you.
IV. Product in-stock notifications/Tips and tricks
For mobile users specifically, you can create opt-ins that lead to WhatsApp communication. For example, if you are a supplement brand, you can have users opt-in to receive daily health and fitness tips from you.
Another effective way to use WhatsApp is as a notification or reminder service for when specific products go on sale or are back in stock.
2. Engagement
Once people are in your ecosystem, you need to make sure their interest level and brand stays at a high level. WhatsApp Business API can enable this in several diverse ways.
I. Interactive product recommendations
Everyone likes a bespoke recommendation. Even though on an abstract level people may be aware you have thousands (or more) of customers, they still like having a product specifically picked out for them based on their preferences.
The WhatsApp Business API allows you to create chat flows that ask the user certain questions and then query your product database on the backend to produce recommendations based on their answers.
For example, you could ask someone
What is your favourite colour?
What is your main fitness goal? (Build muscle/lose weight)
Do you prefer working out indoors or outside?
And then you recommend them a set of track pants or shoes (with a convenient link to purchase said product) depending on what they answered.
II. Quizzes and surveys for data gathering and entertainment
Getting regular feedback from your market is key for adjusting and optimizing your marketing efforts.
An uncomplicated way to get some feedback and make it fun for the audience is to create a quiz or a survey that people can partake in over WhatsApp.
These check-ins with your customers can reveal some insights that you may not have considered. For example, you may find out that most of your customers use your products at the workplace (tea/coffee/audio equipment). With this information, you can guide your next marketing campaign to appeal to working professionals.
You can also discover some areas for improvement if you ask your customers what their biggest problems are while using your products.
III. Help Guides + FAQs
As an expert in your industry, you should regularly create high-quality, original guides that double up as a product brochure and send them to users over WhatsApp.
Within the guides, you can lay out best practices for usage and include subtle recommendations from your product catalogue.
For example, let us say you are a personal grooming brand – you can create a well-illustrated guide with professional pictures that talks about the best practices for grooming and which products people should use to achieve that well put-together look.
IV. User-generated Content
User-generated content is a terrific way to garner social proof and leverage your most enthusiastic customers as evangelists for your brand.
You can ask people regularly to send in photos or videos of them using and enjoying your products over WhatsApp. The best ones can feature on your social media and other marketing channels.
In addition, you can also send these videos and photos to other prospects if they are considering buying a specific product that was featured in the user-generated video/photo.
3. Conversion and Sales
People make purchasing decisions when they trust a brand and feel like they are listened to. As repeated real-world examples have shown, WhatsApp is exceptionally well suited to boosting sales and conversion.
I. Real-time customer support
Several surveys have shown that live chat is the preferred mode of communication with a brand for most online shoppers.
One of the best parts about having your customer service channel on WhatsApp is that you are conversing on a platform where people are already invested in having private conversations with people they trust.
Plus, there is the unmatched convenience for customers of simply opening their favourite chat app and within a few seconds or minutes, having their query answered by a brand they are interested in doing business with.
II. Abandoned cart recovery
Cart abandonment is the #1 problem in the online commerce space. In 2020, the average cart abandonment rate was 77.13%!
Traditional methods of reminding users they have incomplete transactions such as email and SMS are quickly falling out of favour. This is where WhatsApp, as the most popular social conversation platform, allows businesses to send abandoned cart reminders quickly and painlessly to people.
WhatsApp messages have a far higher open rate than these traditional marketing channels, making it a no-brainer for your abandoned cart recovery funnels.
III. Transaction confirmations and Invoices
WhatsApp creates end-to-end secure communications, which means you can easily send out purchase confirmations and invoices over chat.
It is much more convenient for the customer to have all their details easily accessible on their phone so they can refer to it as and when needed without having to sift through a large email inbox.
You should also use WhatsApp to send out shipping notices and delivery status updates to customers so they know exactly where their package is and how soon it is expected to arrive.
IV. Loyalty/Reward points
Creating a loyalty points program is a promising idea to encourage repeat purchases. A lot of brands have loyalty programs but do not utilize them to their fullest potential.
With WhatsApp Business, you can easily create a workflow that intermittently reminds people that you have a loyalty program they can sign up to. If they are already part of such a program, you can gently nudge them to redeem any points they might have.
V. Collect user feedback
Collecting user reviews is usually a hassle, because the more steps someone must take to submit a review (sign up to your site, confirm their email, log back into your site and type out a review) the less likely they are to do it.
With WhatsApp, you can get feedback directly from the customers in one simple step. Ask your customers to simply type in their reviews to you over WhatsApp chat. They can even submit voice notes or videos of themselves talking about your brand if they so desire.
These reviews become one of the trust metrics that other prospective customers who learn about your brand take into consideration before making a purchase.
In conclusion, we hope this article serves as a primer for the tremendous potential WhatsApp Business has as a marketing and conversion asset for your business. At each point in the customer journey, you can leverage the WhatsApp API’s unique strengths to make an unforgettable impression.
For more details click on karix.com/products
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From enabling human-like conversations to evaluating customer interest, filling forms, providing FAQs, and sharing the right product information, #chatbots are accelerating the process of converting new customers. It's time to draw them deeper into the funnel and give them the required push to go from the consideration stage into the purchase stage.
Get in touch with us at https://bit.ly/2YqCfcV to know how your brand can turbocharge your sales #conversions with #WhatsAppBusinessPlatform. #Karix See less
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Conversion With Click To Whatsapp
Messaging to win the consumer’s heart
The new Click to WhatsApp CTA on Facebook ads is the perfect answer to a marketer’s dilemma of getting lost in the consumer’s Newsfeed. According to a report by Facebook Insights, 53% people said that they would prefer to shop with a business they can contact through a chat app.
While 56% of people said that they would rather message than call customer service. It is easy to get lost in a newsfeed but if you offer consumers the chance to message the business directly, you can get their attention and also offer customer support with relevant information.
Facebook is offering a gold mine for marketers and advertisers by bringing Ads that Click to WhatsApp to more countries after introducing it last year. This means that you can now post an ad on Facebook or Instagram and drive your users to open a chat with your business on WhatsApp to address customer queries and concerns, offer customer support and increase conversion rates!
How does this work?
After you sync your Facebook Business account with your WhatsApp Business account, it is easy to get started. You can boost a post or create an ad on Facebook or Instagram and direct your users to your WhatsApp Business account. When a person taps on the Send Message CTA in the Facebook ad, they will be transferred to a pre-filled WhatsApp chat where they can message your business quickly. For people that don’t have WhatsApp installed on their phone and want to click to open a chat with the business, they will be asked if they want to download the messaging app.
How can different Businesses use Click to WhatsApp to their benefit?
Marketers can now use Facebook and Instagram ads more effectively by adding a CTA that redirects users to continue the conversation on WhatsApp. The WhatsApp Business API is a great way to offer customer support through live agents or using Natural Language Processing for a Structured Chat. Whatever route you choose, getting onboard means you can connect to millions of the 1 billion people who use WhatsApp everyday, and use the channel to connect and converse with customers successfully.
We share a few use cases for each industry below. In all these cases, it is important to have a human agent, especially in cases of escalation, available on WhatsApp through live chat or alternately through phone, email or web chat.
E-commerce/Retail:
The biggest problem plaguing e-commerce players today are abandoned carts. But it might be easier to convince users over a WhatsApp chat, with relevant product details to make a purchase of a product they had in their wish list or cart. Users can be targeted and segmented with smart Marketing Automation Tools and relevant content tailored for the Facebook ad. Using the Website’s Custom Audience feature on Facebook, you can then direct interested consumers to a live chat or automated chat and speed up the buying process.
Whether it is helping consumers to find the right product, or using the buyer’s purchasing history to target them with relevant promotions, discount offer campaigns, you can advertise these on the users’ newsfeed with targeted campaigns and offer customer support on WhatsApp with more details on products mentioned in the Facebook/Instagram Ad. However, this should not conflict with WhatsApp’s Commerce Policy.
Users love exclusive and inspirational content. Imagine your favorite furniture label is offering all the items in your Wishlist at a discount. In another scenario, a student is looking for a house and he sees an ad on his timeline “Looking for a new apartment on Victoria Street? Message us on WhatsApp to get a listing of what is available in the area based on your budget and requirements”. He clicks on the message and in a few minutes, with the help of the virtual assistant built in the WhatsApp Business API, he could find the house he envisioned.
FMCG/CPG:
Advertisers can promote a fast food ad for a food ordering service, or an upcoming event or even a bookings promotion via Facebook and drive consumers to WhatsApp to answer any questions and concerns and also take special requests and customizations wherever possible.
Another way to catch a users’ attention is using branding messages at scale. Such as a CSR branding initiative, “Want to learn how we are supporting child education and development in the interiors of India?” It is a great way to let people discover more about the program through WhatsApp and also connect better with the brand.
In another instance, an ad showcasing a coupon for free samples or/discounted products on Facebook could draw users to message the business on WhatsApp for a free sample or product information to get the conversation started between the brand and the customer.
Travel:
After having purchased a flight ticket, or a trip, consumers can be coaxed to add-on services like seat upgrades and travel insurance. Facebook is a great way to get the consumer’s attention, while WhatsApp might be the perfect way to take the conversation forward and close the deal.
“How about booking your meal or upgrading your seat for your upcoming flight to Bali? Message us on WhatsApp for more details.”
Advertisers can create beautiful Facebook campaigns using Lookalikes or Custom Audiences to drive traffic to WhatsApp, wherein a bot or a live agent can help them in planning a holiday to a destination of the consumer’s choice or suggest packages based on the consumer’s needs.
Media and Entertainment:
Although media houses and the entertainment industry cannot share premium digital content, trailers or teasers through WhatsApp, they can run campaigns to drive sales for tickets on social media and connect on WhatsApp to complete transactions and answer questions. Imagine a user sees an ad for an awaited film with the chance to pre-book tickets via WhatsApp. The virtual assistant or live agent can guide him with movie venues and seats based on his preference and complete the transaction.
Messaging businesses is the way forward:
In conclusion, communication has evolved a full circle from telegrams to messaging apps. People are spending more time now on messaging apps than ever before. According to Forbes, people spent 85 billion hours on WhatsApp in over 3 months in 2018! Advertising on Facebook using WhatsApp messaging as a CTA is a golden opportunity for businesses to establish a personal connection with consumers at scale while also delivering a richer customer experience.
An official service provider like Karix Mobile can enable services like a virtual assistant or a chat interface for live agents and help you automate conversations and offer round-the-clock customer service at scale. Steer your Facebook ad traffic to WhatsApp Business and convert potential prospects into happy customers with little effort and time. Explore Karix’s services for the WhatsApp Business API and learn how we can help you add value to your customer engagements.
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Whatsapp Business API Enables Customer Acquisition And Conversion
The customer journey is long and nuanced, and as a brand you must make sure it is as hassle-free as possible. You need a marketing solution that works for all the major touchstones in a customer’s experience with your brand – from the time they first hear from you to the time they are enthusiastically recommending you to their friends and family.
Since so much of our communication in the modern age happens over mobile devices, WhatsApp Business is uniquely suited to serve as a solution that works for several stages in your funnel.
Today, we will be exploring how WhatsApp helps you create an unforgettable customer journey that adds value, solves problems, and keeps people engaged all the way through.
1. Customer Acquisition
I. Website Chat Bubbles
One of the major rules of thumb for creating a successful WhatsApp campaign is simple – Make sure there are as few steps as possible required for a customer to begin a conversation with you.
Website chat bubbles have become widely accepted and having a WhatsApp chat bubble means the user can easily start a conversation with your brand on their laptop and continue it on their phone when they step away from their desk.
Since the user is opting in to chat with you, it eliminates them having to first save your number to their phone before they can initiate communication.
II. Click-to-WhatsApp Ads from Facebook
Within your PPC campaigns on Facebook, instead of creating a standard landing page with a catalogue of products, you can send users to a WhatsApp conversation.
WhatsApp has become the preferred mode of communication for many people in their day-to-day lives which makes it very natural for them to be messaging you back and forth on WhatsApp.
Creating automated conversation flows within WhatsApp is quite simple so you can have a campaign-specific funnel that guides users through to buying what they saw on the ad they clicked.
III. QR Codes
QR Codes are a fantastic tool to get people on your WhatsApp list. In keeping with our theme of eliminating unnecessary steps, QR codes allow a prospect to begin a conversation with you almost instantaneously.
All they have to do is scan the QR code and voila – they are in a WhatsApp chat window with you where they can ask questions, ask for guidance and have you address any doubts they might have.
This kind of access to a brand is unprecedented, and people are more likely to trust you if they essentially have a 24-7 open line of communication with you.
IV. Product in-stock notifications/Tips and tricks
For mobile users specifically, you can create opt-ins that lead to WhatsApp communication. For example, if you are a supplement brand, you can have users opt-in to receive daily health and fitness tips from you.
Another effective way to use WhatsApp is as a notification or reminder service for when specific products go on sale or are back in stock.
2. Engagement
Once people are in your ecosystem, you need to make sure their interest level and brand stays at a high level. WhatsApp Business can enable this in several diverse ways.
I. Interactive product recommendations
Everyone likes a bespoke recommendation. Even though on an abstract level people may be aware you have thousands (or more) of customers, they still like having a product specifically picked out for them based on their preferences.
The WhatsApp Business API allows you to create chat flows that ask the user certain questions and then query your product database on the backend to produce recommendations based on their answers.
For example, you could ask someone
What is your favourite colour?
What is your main fitness goal? (Build muscle/lose weight)
Do you prefer working out indoors or outside?
And then you recommend them a set of track pants or shoes (with a convenient link to purchase said product) depending on what they answered.
II. Quizzes and surveys for data gathering and entertainment
Getting regular feedback from your market is key for adjusting and optimizing your marketing efforts.
An uncomplicated way to get some feedback and make it fun for the audience is to create a quiz or a survey that people can partake in over WhatsApp.
These check-ins with your customers can reveal some insights that you may not have considered. For example, you may find out that most of your customers use your products at the workplace (tea/coffee/audio equipment). With this information, you can guide your next marketing campaign to appeal to working professionals.
You can also discover some areas for improvement if you ask your customers what their biggest problems are while using your products.
III. Help Guides + FAQs
As an expert in your industry, you should regularly create high-quality, original guides that double up as a product brochure and send them to users over WhatsApp.
Within the guides, you can lay out best practices for usage and include subtle recommendations from your product catalogue.
For example, let us say you are a personal grooming brand – you can create a well-illustrated guide with professional pictures that talks about the best practices for grooming and which products people should use to achieve that well put-together look.
IV. User-generated Content
User-generated content is a terrific way to garner social proof and leverage your most enthusiastic customers as evangelists for your brand.
You can ask people regularly to send in photos or videos of them using and enjoying your products over WhatsApp. The best ones can feature on your social media and other marketing channels.
In addition, you can also send these videos and photos to other prospects if they are considering buying a specific product that was featured in the user-generated video/photo.
3. Conversion and Sales
People make purchasing decisions when they trust a brand and feel like they are listened to. As repeated real-world examples have shown, WhatsApp is exceptionally well suited to boosting sales and conversion.
I. Real-time customer support
Several surveys have shown that live chat is the preferred mode of communication with a brand for most online shoppers.
One of the best parts about having your customer service channel on WhatsApp is that you are conversing on a platform where people are already invested in having private conversations with people they trust.
Plus, there is the unmatched convenience for customers of simply opening their favourite chat app and within a few seconds or minutes, having their query answered by a brand they are interested in doing business with.
II. Abandoned cart recovery
Cart abandonment is the #1 problem in the online commerce space. In 2020, the average cart abandonment rate was 77.13%!
Traditional methods of reminding users they have incomplete transactions such as email and SMS are quickly falling out of favour. This is where WhatsApp, as the most popular social conversation platform, allows businesses to send abandoned cart reminders quickly and painlessly to people.
WhatsApp messages have a far higher open rate than these traditional marketing channels, making it a no-brainer for your abandoned cart recovery funnels.
III. Transaction confirmations and Invoices
WhatsApp creates end-to-end secure communications, which means you can easily send out purchase confirmations and invoices over chat.
It is much more convenient for the customer to have all their details easily accessible on their phone so they can refer to it as and when needed without having to sift through a large email inbox.
You should also use WhatsApp to send out shipping notices and delivery status updates to customers so they know exactly where their package is and how soon it is expected to arrive.
IV. Loyalty/Reward points
Creating a loyalty points program is a promising idea to encourage repeat purchases. A lot of brands have loyalty programs but do not utilize them to their fullest potential.
With WhatsApp Business, you can easily create a workflow that intermittently reminds people that you have a loyalty program they can sign up to. If they are already part of such a program, you can gently nudge them to redeem any points they might have.
V. Collect user feedback
Collecting user reviews is usually a hassle, because the more steps someone must take to submit a review (sign up to your site, confirm their email, log back into your site and type out a review) the less likely they are to do it.
With WhatsApp, you can get feedback directly from the customers in one simple step. Ask your customers to simply type in their reviews to you over WhatsApp chat. They can even submit voice notes or videos of themselves talking about your brand if they so desire.
These reviews become one of the trust metrics that other prospective customers who learn about your brand take into consideration before making a purchase.
In conclusion, we hope this article serves as a primer for the tremendous potential WhatsApp Business has as a marketing and conversion asset for your business. At each point in the customer journey, you can leverage the WhatsApp API’s unique strengths to make an unforgettable impression.
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