Whatsapp Commerce — Personalization to Mass Customization

Whatsapp Commerce — Taking Personalization to mass customization
One of the key challenges that most of the eCommerce providers facing today is the personalized experience for the consumers. It is just not about providing an online experience based on consumer interest, but it has to be truly personal. Also, not every small business can afford a rich online channel which is expensive.

In the study published by Facebook, the answer to the personalized shopping experience is through conversational messaging. 58% of consumers globally prefer convenience over price while shopping. Conversational commerce brings together rich information from online and personalized experience from the store.

Whatsapps / Personalized Commerce

Whatsapp for business offers the platform to sell products and services through the messages along with payment capability. It helps businesses to acquire & understand the consumers, promote products & services, and also sales conversion.

Acquisition

How do we get the consumers to use the messaging? Promote ads with click to message in the social channels, use the in-app chat experience for the eCommerce platforms, promote call deflections in the IVR, or publish QR codes that take consumers to web chat.

Product / Service Catalog

Maintains the base information (Name, Description, Price, etc) which can be easily shared over the messaging platform. It’s essential to integrate your product information through business APIs.

Messages

With growing demand, consumers expect the quick response so it is essential to leverage the ChatBots to facilitate the conversation. Even Facebook strongly advocates the solution providers to support the chat experience

Consumer Care

In addition to the BOTS, the human must be involved to elevate the experience and resolve any conflicts. The chat solution should have the ability to have humans in the loop to support the consumers. It supports pushing personalized messages to the consumers as a follow-up or updates.

Contacts

The most important aspect to get consumer contacts, which provide real insights & direct feedback for the business. It is important to collect the consumer information, which can be used for market study, segmentation and targeting

Notification

Send notification to the target market, based on the characteristic of the consumer segment. It helps promote new products, offers, and events.