The mobile revolution has transformed the way we conduct business in the 21st century. Businesses have begun to embrace the power of mobile and as a result, mobile marketing is gaining an increasingly huge focus. Mobile devices have become the hub of all consumer interactions, whether it be business or personal, and with the high demand of usage, businesses are looking for the best ways to engage with their audience.
WhatsApp is currently the most popular mobile messaging application in the world, with around 1.5 billion users across 190 countries. It has taken the world by storm and quickly reached a huge audience, but how can you best use WhatsApp CRM marketing in order to gain customers, drive sales, and retain customers?
Just as no two people are the same, no two customers are the same. Therefore, not only is it vital for you to understand the habits of your customers, but also to know the behaviours of your staff. In order to effectively market your business to customers, you need to know the type of messages they respond well to.
To help you navigate your way around WhatsApp marketing, here are 10 top tips for you to implement.
Create a platform for communications with customers
A common mistake businesses make when using WhatsApp is they are reluctant to enter into customer communications. Instead of having conversations with customers on WhatsApp, businesses just send them standard marketing messages and then stop there. This means you are not building rapport with them and building trust.
Here are some best practice tips to help you avoid making this mistake:
Utilise your website or app: One of the best ways to engage with customers on WhatsApp is through your business website or app. WhatsApp sender customers emails isn’t as simple as it might seem. You need to be able to track customers’ location, an essential part of ensuring that you are constantly in contact with them.
Engage with customers in a personalised way: Sending the same message to every customer you have isn’t very engaging. Instead, you should be aware of customers’ interests and activities and send them relevant content that might interest them.
Use the medium to its full potential: Remember that WhatsApp marketing is all about communication. You need to create a platform for customers to message you and get their questions answered. If they have a question, for example, they should be able to contact you within 10 seconds.
Don’t overuse: When sending out messages, make sure you have used the tool to its full potential. At the very least, you should make sure you use the feature for 2-3 messaging sessions per day.
Engage with your customers: The most important thing with WhatsApp marketing is that you make sure you are engaging with your customers. You should ask questions and answer them to show your customers that you are there to answer their questions and provide the best possible service.
Use relevant images: Don’t send out standard images, however. Instead, show your customers that you are aware of their interests and activities and to provide them with content relevant to their interests.
Stay relevant and current: This is the main challenge with WhatsApp marketing. In order to keep your customers engaged with your business, you have to keep on top of trends. As such, always be sure to stay up to date with the latest news and trends.
Bring your customers into your marketing funnels: You need to work your customers into your marketing funnels. This means that you should make them aware of how they can receive the best service from you.
For example, send them newsletters or alerts about upcoming sales or new product launches.
Connect with your customers on their terms: Don’t just send one message to everyone that contacts you. You need to consider what customers respond well to and then tailor your messages accordingly.
You can use interactive voice response and live chat to give your customers a more personalised experience.
Add a personal touch: Personalised content is always appreciated. Remember that customers want to feel that they are dealing with a person and not an impersonal service robot.
This is where live chat and voice technology can help.
Consider how far you can push personalisation: Some customers may prefer to deal with a one-to-one relationship with your business. Therefore, you should respect this and be cautious not to go too far with personalisation.
Don’t be overprotective: The one thing that you have to remember about WhatsApp marketing is that it is about giving your customers a quick and easy way to contact you. In order to get the most out of your customer communication tools, you have to be prepared to not give up control of your messages.
It is possible to use live chat and other tools like WA sender extension chat to customers about any questions they have but this does have limitations. You will have to manage the information that you send to your customers.
How can you use WhatsApp marketing in a balanced way?
You can use your phone number to access the service and talk to customers. In case a customer has a question, they can send an instant message to you via WhatsApp. Then, you can use the tool to solve their problem.
4 tips for optimising your WhatsApp marketing
So, what are some of the best ways to maximise the potential of WhatsApp marketing?
1. Choose the right channel
The most important thing about using WhatsApp marketing is choosing the right channel. There are various options out there, such as SMS, SMS marketing, SMS to mobile, live chat and mobile notifications. In this case, you should choose the one that works best for your business.
2. Remember the customer’s perspective
Remember that customers want to feel that they are dealing with a person and not an impersonal service robot. Therefore, you should look at your company goals when optimising your WhatsApp marketing campaign.
3. Use interactive technology
You can use interactive voice response (IVR) and live chat to give your customers a more personalised experience.
4. Be quick
As much as possible, use instant messages and don’t send out long-winded messages.
Ultimately, the main thing is to remember that you need to keep your customers engaged with your business. Your customers can tell if you are not engaging with them or if your replies are rushed.
In order to get the most out of your WhatsApp marketing, you need to invest time and effort into the channel. Using technology will allow you to give your customers a quick and easy way to interact with your business.
Useful WhatsApp marketing tips
We’ve put together some WhatsApp marketing tips for you in the following infographic to help you optimize your strategy.
Another important thing to remember when using WhatsApp marketing is to not overshare. Don’t share all of your company information with your customers. You don’t need to sell your customers on the latest product.
It is much better to use the technology as a way of keeping your customers updated about your business. You can then give them a quick answer to a quick question, or help them find answers to more complex questions.
And, at the end of the day, no matter how good your technical marketing is, customers will only stick with your business if you are providing good customer service.
By using WhatsApp marketing, you will give your customers an easy way to communicate with your business.
All businesses should keep in mind that customer satisfaction is one of the most important parts of a successful business. Therefore, you need to invest time and effort into creating a marketing strategy that fits your goals.
You need to know your customers and what they want. In WhatsApp marketing, you can personalise your messages, answer their questions and give them quick answers. By using this technique, you will help your business increase customer satisfaction and help your customers achieve their goals.
Also, using WhatsApp marketing will help you engage with customers at all stages of the buying process. In the future, it will be easier than ever for customers to engage with your business and build a relationship. Follow my guide to help you understand WhatsApp marketing.