7 ways (with examples) MENA Ecommerce brands can use Whatsapp automation to increase sales
WhatsApp Business API presents immense opportunities for Middle East e-commerce stores to maximize their sales potential. By adopting these seven strategies, businesses can effectively leverage WhatsApp's features to retarget cart abandonment, provide efficient order tracking, enhance customer service through chatbots, offer product-specific WhatsApp buttons, automate customer feedback and reviews, and drive retention through broadcasts and announcements.
In the dynamic landscape of Middle East e-commerce, businesses are constantly seeking innovative ways to drive sales and engage with customers. WhatsApp has emerged as a powerful tool for businesses in the region to achieve these goals. With its widespread usage and robust features, WhatsApp offers unique opportunities for Middle East e-commerce stores to sell more effectively. In this article, we will explore seven strategies that can help businesses capitalize on WhatsApp's potential, while also providing relevant metrics and data on WhatsApp usage and growth in Egypt, Saudi Arabia, and the UAE.
WhatsApp Usage Metrics:
Egypt: Over 40 million WhatsApp users as of 2021 (Source: Statista)
Saudi Arabia: More than 23 million WhatsApp users as of 2021 (Source: Statista)
UAE: Around 9 million WhatsApp users as of 2021 (Source: Statista)
What is WhatsApp Business API?
WhatsApp Business API allows businesses to communicate with customers via WhatsApp in an automated and scalable way. Here are some key things to know about the WhatsApp Business API and its development in 2023:
The WhatsApp Business API allows companies to programmatically send and receive messages from WhatsApp. This enables things like automated messaging, order confirmations, shipping notifications, and customer service responses without having to manually message each customer.
Usage of the API for messaging requires the business to have an approved WhatsApp Business account. Profiles have to be verified to prevent spam and ensure legitimate use of the platform by businesses.
Integrating Whatsapp business API with your store.
Integration with common platforms like Shopify, Woo-commerce and Magento and simple. Also integrating with EPRs and CRM is getting deeper. Pre-built connectors are making it easier to pull customer data into WhatsApp conversations via the API.
Fees for Whatapp business API
it's important to mention that the WhatsApp Business API is not free to use - there is a fee structure involved. Fees are per conversation and fees change slight based on where the conversation is business initiated like a marekitng announcement or is user initiated like a user messaging the business to learn more.
The pricing for the WhatsApp Business API varies slightly by country or region.
Here are the typical rates per conversion for user initiated conversations:
Egypt: $0.064 per message
Saudi Arabia: $0.0195 per message
UAE: $ 0.019 per message
Some key points about WhatsApp Business API fees:
The first 1,000 messages per month are free for all countries. Beyond that, the per message rates apply.
Payment is done via credit card on your Facebook business manager that is connected to the Whatsapp business API.
7 ways (with examples) MENA Ecommerce brands can use Whatsapp automation through Whatsapp business API to increase sales
Showcase your catalogue on Whatsapp and offer Whatsapp checkout:
Now with Whatsapp business catalogues and with the power of a Whatsapp business API MENA e-commerce sellers can showcase their products on Whatspp and offer buyers the option to add items to the cart and checkout right on Whatsapp.
Retargeting Cart Abandonment:
Cart abandonment is a common challenge for e-commerce stores. By integrating WhatsApp into their retargeting efforts, businesses can recover potential lost sales. Several top-ranked tools, such as Cartloop, Recart, and Abandoned Cart Recovery, offer WhatsApp integration and can be easily integrated with popular e-commerce platforms like Shopify, Zid, and Salla. These tools enable businesses to send personalized messages, exclusive discounts, and reminders to customers who abandoned their carts, increasing the chances of conversion.
Order Tracking with Last Mile Integrations:
Seamless order tracking is crucial for ensuring a positive customer experience. Several last mile delivery companies in the Middle East offer WhatsApp integrations, allowing businesses to provide real-time updates to customers. Egyptian, Saudi, and UAE-based companies, such as Aramex, Fetchr, and Zajel, offer WhatsApp integration options, enabling businesses to keep customers informed about their order status, expected delivery times, and any potential delays.
Chatbots for Customer Service:
WhatsApp chatbots can streamline customer service and provide instant assistance. ManyChat is a popular platform for building WhatsApp chatbots with its user-friendly interface and robust features. Chatbots can handle common customer queries, provide product recommendations, offer order status updates, and even initiate conversations based on specific triggers. For example, a chatbot can guide customers through the purchasing process, answer frequently asked questions, or provide personalized recommendations based on customer preferences.
Example of Chatbot Features:
Automated responses to frequently asked questions
Guided product recommendations based on customer preferences
Order tracking and updates
Assistance with returns and exchanges
Product-Specific WhatsApp Buttons:
Offering specific WhatsApp buttons for certain products can facilitate quick and direct communication between customers and businesses. Manzelli, an exemplary store, effectively utilizes product-specific WhatsApp buttons. These buttons enable customers to ask questions, request additional product information, or seek guidance before making a purchase. By providing this convenient and immediate communication channel, businesses can enhance customer satisfaction and drive conversions.
Automating Customer Feedback and Reviews:
Gathering customer feedback and reviews is essential for business growth. With tools like Reviewshake, Trustpilot, or Yotpo, businesses can automate the process of collecting and managing customer feedback via WhatsApp. These tools allow businesses to send automated review requests, engage with customers, and showcase positive reviews on their website or social media platforms. By leveraging these tools, businesses can build trust, enhance their reputation, and drive sales through positive word-of-mouth.
Drive Retention with Broadcasts and Announcements:
WhatsApp broadcasts and announcements are powerful tools to drive customer retention. Businesses can regularly send updates, offers, promotions, new product announcements, and exclusive content to their customer base via WhatsApp. By segmenting their customer lists and personalizing the messages, businesses can create a sense of exclusivity and build strong customer relationships, leading to increased loyalty and repeat purchases.
Conclusion:
WhatsApp business API presents immense opportunities for Middle East e-commerce stores to maximize their sales potential. By adopting these six strategies, businesses can effectively leverage WhatsApp's features to retarget cart abandonment, provide efficient order tracking, enhance customer service through chatbots, offer product-specific WhatsApp buttons, automate customer feedback and reviews, and drive retention through broadcasts and announcements. With the growing usage of WhatsApp in Egypt, Saudi Arabia, and the UAE, businesses can tap into this platform's vast reach and engage with customers in a more personalized and effective manner, ultimately leading to increased sales and business success.
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