Personalizing the customer experience through WhatsApp Business API

E.ocean Team

What will your customers love more than a good product? What transforms a regular customer into a loyal customer? Today’s customers expect a personalized shopping experience where they feel your business is assigning value to their personal preferences and needs. An effective personalized operating model with reliable communication elements can help retailers and brands keep pace. 

According to Facebook Messaging Survey, 67% of mobile messaging app users said they expect to use chat more for communicating with businesses over the next two years and about 53% of the respondents reported that they are more likely to shop with a business that they can message directly.

Today’s retail environment is challenging from all perspectives, highly personalized customer experiences and individual attention to each customer’s needs, when offered to millions, are nearly impossible to uphold. Imagine the impact your improved and personalized business communication will have on your customers when addressed directly on their favorite channel of communication which they already use to connect with friends, family, and their loved ones. 

To retain customers and keep them from departing for a competitor due to poor or inefficient communication, personalize your customer’s experience by targeting a certain segment with broad-based offers sent across through WhatsApp, by remembering their choices, their names, preferences, suggesting highly relevant products, sending sales announcements and, enabling purchases through WhatsApp Business API. 

Make your customers a part of your retail dialogue, and leverage data to create one-to-one personalization. For a customer, being able to reach out to a brand at any time and have their queries catered to within 24 hours is an experience of bliss. In this fast pace of life today, consumers neither have the patience nor the time to make multiple calls and requests for customer support every time an issue arises with a purchase from their favorite brand. The retail and service industry is adapting modern communication channels to provide their customers with an easy, simple, and fast mode of communication.

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