12 real-life examples of how brands use WhatsApp to increase engagement, conversion and leads across the customer journey
准备好一睹Bird 的风采了吗？
简介
一个平台需要有多少人支持，才能成为一个不费吹灰之力的营销渠道？
20亿怎么样？
That’s the case with WhatsApp, a messaging platform quickly becoming one of the most popular ways for businesses to connect with their customers. Companies can use this channel to send automated notifications along the funnel, re-engage with users, turn website visitors into customers, and more.
Here’s the crucial part: customers are 已经 messaging businesses across all stages of the lifecycle:
81%的人给企业发信息，询问产品或服务情况。
74%的人给企业发信息以进行购买。
75% message businesses to get support.
让我们深入了解一些真实的例子，看看品牌如何使用WhatsApp来提高整个客户旅程的参与度、转化率和线索。
Already convinced? Read on to calculate the ROI of WhatsApp Marketing.
发现过程中的喜悦
如果你的广告和网站访问是吸引客户的诱饵，那么对话则是你如何将这些潜在的线索吸引到与你的企业建立长期关系。通过与你的买家进行对话，你可以更好地了解他们的需求，加快买家的旅程--即使他们刚刚开始探索你所提供的东西。
基于对话的营销是使你的数字广告影响最大化的最有效策略之一。 Just ask 专家, an electronics retailer who 使用WhatsApp转化了80%的入境线索.
向客户介绍你的产品
Why leave your (potential) customers to their own devices, when you can instead take them straight to a conversation that speaks to their needs and allows them to ask any last questions they have before completing their purchase? This helps give customers a personalized experience and increase purchase retention.
专家专注于提供虚拟销售助理，在他们的电子商务商店体验中引导客户的购买之旅。
使用MessageBird的WhatsApp整合，客户现在有一个按需聊天服务，让他们直接通过WhatsApp询问产品问题。每个产品展示页面都有一个WhatsApp按钮，只需点击一下就能将他们引向专家代理。当顾客点击WhatsApp按钮时，顾客会得到与在商店里一样的建议。
优化广告转换
与其在客户点击广告后把他们送到一个登陆页面，为什么不把他们直接引导到一个与你的广告内容有关的个性化对话呢？
To really hit it out of the park, drive those clicks from ads to tools like WhatsApp so people can quickly jump into a conversation with your business. You can personalize your process, by using a bot-run, message-based conversation to qualify leads before you direc them to a virtual sales agent.
(Side note: 亚马逊总理视频 took this exact approach when promoting a new show, helping them achieve a 97% click through rate.)
了解更多关于你的客户的偏好
ǞǞǞ discovery stage also allows brands to learn more about their customer preferences.
通过让他们有机会选择接收有价值的优惠、补货提醒、新产品等方面的通知，你创造了一个更好的方式来建立关系并提高客户忠诚度。
这将有助于你传递预期的、及时的、与他们的喜好相关的信息。
让购买变得简单
仅仅拥有伟大的产品是不够的。整个购买过程也需要是无缝的。
And because 72%的非婴儿潮时期的人喜欢电子商务 interactions over in-store shopping experiences, it’s important to create an effortless purchasing process. Conversations can help deliver that personalized and streamlined experience customers desire.
以下是你利用Whatsapp等对话式营销工具的一些方法，使购买成为一件不费力的事。
Re-engage potential customers
WhatsApp helps make buying easy. If a customer leaves a product in their cart or download an app without signing up, it may not be because they changed their mind.
这可能是因为他们在承诺购买之前有一个问题需要回答，或者他们只是忘记完成结账。为了说明购物车放弃的情况，你可以安排在一定时间后（例如12或24小时）发出重新管理信息。通过启用WhatsApp，你让他们有机会提出问题，并从对话中完成购买，而不是从头开始。
一句话，靠对话式营销让你把你的客户带回来完成他们的购买。让他们着迷于此。
fresh offers,
product restock notifications, and
抛弃的购物车提醒。
提供购买点的交易和折扣
在购买点有一个巨大的机会在等待。考虑你的报价，并利用结账页作为一个机会，通过报价来促进销售。
bundle deals,
subscription packages, and
多个项目的折扣。
You can also use these offers as a follow-up to past purchases, increasing your customer’s lifetime value over time.
创造一个 "收到的购买体验"
Congratulate customers on their purchase with engaging multimedia and interactive content.
You can use this content to:
share information about their product,
show them examples of how they can use it,
provide info for making returns, and
邀请他们探索更多与他们刚刚收到的物品类似的物品。
Instead of a one-off purchase, you’re creating a better experience for your customers 之后 the purchase point, increasing the likelihood that they’ll purchase again down the line.
WhatsApp帮助您完成销售
For every 十个潜在客户，其中七个会离开 without making a purchase.
如果你不失去这些销售，你的收入会增加多少？
复杂的购买阶段会对你的底线产生严重影响，但覆盖式营销使你有可能增加将浏览器转化为买家的机会。
举几个例子。
马塔赫里, the largest retail platform in Indonesia, used WhatsApp to reengage their over 1.75 million customers and 将转换率提高2.5倍. They created promotional messaging that gave customers the option to respond in WhatsApp and immediately engage with sales agents.
Using MessageBird, 马塔赫里 was able to identify its most profitable customer segment and target them with exclusive offers in WhatsApp, with the option to start a conversational experience.
Domino’s, the largest pizza chain in the world, traditionally sent special offers to a list of 80,000 customers via email. When the company decided to run conversational marketing campaigns via SMS text messages, the team saw a sales increase of 40% and nearly triple the conversion rates that they had seen via their email campaigns.
购买后关系的建立
因此，客户已经进行了购买。很好!下一个阶段同样重要。现在是取悦和留住客户的时候了，这样他们就会回来。
Conversational commerce also helps ensure happiness and long-term relationships with your customers.
Sales are great. But repeat sales are even better.
And can see more of those by keeping in touch with your customers using personalized outreach via messaging and conversations.
有了WhatsApp，您甚至可以监控您的信息推广的质量，这样您就可以保留那些宝贵的长期客户关系。
Here are a few ideas:
发送个性化的后续信息
通过向客户发送感谢信、产品评论、调查等，向他们展示你的关心。
提供客户服务
让客户能够在他们的旅程中的任何时候获得帮助。如果他们有问题或需要退货的帮助，通过WhatsApp提供这种支持。
Send shipping updates
让你的客户了解运输过程中的每一个步骤，从他们下订单到交货的时间。这将有助于为你的企业创造一种透明和可靠的感觉。
利用对话来最大化你们关系的价值
Once you've built a relationship with a customer, you’ll want to nurture it and get more value from it. You can do this by utilizing conversations for upselling and cross-selling.
Upselling means trying to get customers to buy more expensive items, while cross-selling is the process of selling related products or services.
By engaging with your customers through WhatsApp, you can suggest product upgrades and complementary items that may interest them. This will result in more sales and increased customer loyalty. Take this director’s perspective, for example, from a recent Meta guide:
通过对话式营销，你可以利用你所收集到的关于客户的信息来提高他们的长期价值。
发送缺货提醒
利用你的客户的购买历史，告诉他们符合他们兴趣的产品，或他们以前询问过的产品。
Since you can connect your eCommerce store—on Shopify, Shopify Plus, WooCommerce, BigCommerce, and more—with conversational marketing tools like MessageBird, you can automate this process. This simple step can turn what was previously lost revenue into a revenue opportunity.
Offer opt-ins for subscriptions and repeat purchases
Make it easier for your customers to repurchase your products on a regular basis and find value in maintaining the relationship.
Tailoring these messages to a customer’s actual buying patterns means your messages come off as less ‘salesy’ and more personalized to their experience.
Cross-sell products
Suggest related products and services to boost sales based on your customer’s purchasing information and past engagement with your content.
Again, integrating your conversational campaigns with your customer data means these messages won’t feel out-of-the-blue—they should make sense within the context of purchases the customer has already made.
What should your brand take away from this?
Today’s customers not only want a quick and easy way to connect with brands, but they also want to engage with businesses while they shop. While being able to connect with your customers on their terms in their preferred digital spaces can increase your revenue and customer retention.
通过消息应用程序进行的对话为您和您的客户提供了灵活性、便利性和个性化的体验，我们相信客户在数字时代已经开始期待这种体验。
And, with an open rate reaching 75%+, conversational messages can give your business an easy way to provide value and assistance to your customers. All helping to establish a long-term relationship that keeps customers coming back.
MessageBird已经帮助各行业的数千家公司释放了WhatsApp Business的营销潜力。您的企业越早对信息传递进行优化，就可能越早开始收获回报。
As always, 随时联系 if you have any questions or if you are looking for help setting up your use-case.