Selling more on WhatsApp goes far beyond responding to a customer’s “good morning.”
79% of users communicate with companies on WhatsApp , with 58% doing so to buy and 51% to receive promotions and offers, according to research by Opinion Box. In other words, WhatsApp is increasingly consolidating itself as a powerful sales channel.
However, to sell more on WhatsApp, it is not enough to simply reply to a customer’s “good morning” and wait with your arms crossed. The relationship through the app is very different from e-commerce and, especially, from physical sales.
With that in mind, we’ve listed some practical tips to help you sell more on WhatsApp and take advantage of the channel’s full potential!
1. Use WhatsApp Business
If you haven’t already done so, the first step is to set up WhatsApp Business to create a professional profile for your business. In addition to having access to more features, you’ll be able to provide valuable information to your customers, such as social media and product catalog.
WhatsApp Business also allows you to set up automatic and away messages , which will help you with customer service and relationships, even outside of business hours.
2. Only talk to those who authorize you
One of the biggest problems that companies face on WhatsApp Business is having their number blocked . This happens due to sending mass messages, especially when people have not authorized you to do so.
49% of people don’t mind receiving messages from businesses on their apps, as long as they’ve given their number to the business. So don’t fall into the trap of buying numbers from people who haven’t signed up, as this won’t increase your conversion . On the contrary, it could lead to a block that won’t be reversed.
3. Respond as soon as possible and personalize the message
Selling more on WhatsApp is synonymous with personalized messages and agility. Studies indicate that 5 minutes is the ideal maximum time to respond to a customer. Can't be that agile? That's okay, if you maintain an average of up to 20 minutes , that will help you.
In addition to speed, it is essential that the right person canada phone number example receives the most appropriate message, product or promotion . As you interact with customers, identify their preferences and organize contacts with tags so that they receive relevant content and do not block your number.
4. Offer humanized care
Humanized service happens when you understand how your customer communicates and adapt your messages. For example, if your customers prefer audio messages, use audio communication. If they like video calls, offer to do so, and so on.
Your company must adapt to the customer. Be careful not to be invasive and call or send audio messages before the customer shows their willingness.
5. Relationship sells
Finally, it is essential to understand that, to sell more on WhatsApp, you need to build relationships . The person who started the conversation will probably be interrupted and may end up forgetting to respond to you. This lead should never be discarded!
Communication via WhatsApp is different from communicating in person or over the phone. After all, the person is not 100% focused on you. Therefore, it is essential to keep the conversation going, resume negotiations, and even continue to nurture the lead with information, promotions, and news about your company.