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7 Strategies to boost sales and engagement on WhatsApp


WhatsApp is becoming one of the main communication channels in the business world, helping companies connect quickly and in a personalized way with their customers. According to Indigitall, a Spanish omnichannel platform that now operates in Brazil, companies that adopt WhatsApp as a customer service channel have seen an increase of up to 40% in sales, highlighting the effectiveness of this approach.

Victor Okuma, country manager for Indigitall in Brazil, explains that WhatsApp has transcended its initial role as a messaging app and has become a strategic tool for companies of all sizes, allowing them to provide more personalized and conversion-optimized experiences. “WhatsApp offers a much higher opening and conversion rate than conventional channels, which makes it essential for companies to stand out in communicating with their customers,” he said.

With clients such as McDonald's, Banco Inter and Claro, Victor Okuma shares the main strategies to make the most of WhatsApp's potential. 

1. Virtual Catalogs

WhatsApp allows you to create digital catalogs with photos, links and buttons, a practical and direct way to promote products and services. According to Victor, “sending messages with links to e-commerce facilitates conversion and speeds up the purchasing process”, and in one of Indigitall’s experiments, the click-through rate (CTR) increased by 81%.

2. Real-Time Alerts

Businesses can also keep customers informed with real-time alerts. One example of this is a car rental company that reduced late payments by 34% by implementing WhatsApp notifications for its drivers, allowing them to receive instant updates about their vehicles.

3. Automated Service

Automating customer service on WhatsApp helps companies respond quickly and efficiently. Artificial intelligence tools, such as APIs, allow integration with chatbots, which provides faster and more efficient customer service, increasing conversion rates and improving the customer experience.

4. Abandoned Cart Retargeting

To recover customers who abandoned their shopping carts, WhatsApp can also be used as a retargeting tool. With automatic reminder messages, companies encourage these consumers to complete the purchase. One of Indigitall’s clients saw a 25% increase in sales by adopting this strategy.

5. Integration with Other Channels

Integrating WhatsApp with other communication channels, such as email and SMS, allows for a more cohesive customer experience. This creates a continuous journey that strengthens the relationship and increases the chances of conversion. “For example, when starting a purchase on Instagram and receiving a WhatsApp message about the same purchase, the customer feels that the company is closely following them,” explains Victor, highlighting the impact of this integration.

6. Purchase in Three Clicks

To maximize customer convenience, businesses can streamline the WhatsApp purchase process into just three clicks. This practical method led to a 36% increase in sales in a case study by Indigitall, proving that speed and personalization make a difference to consumers.

7. Interactive Engagement

Interactive activities, such as quizzes and sweepstakes, attract customer interest and help build engagement. In the e-commerce sector, companies that integrated these actions saw a 6% increase in sales, according to Victor.

By strategically using WhatsApp, businesses can turn the app into a powerful ally in building customer relationships and increasing sales. According to Okuma, this approach increases open, click-through, and conversion rates, creating a robust and positive experience for customers.

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