Conversational Commerce on WhatsApp for End-to-End Fulfillment: A Guide for Brands

With over 2 billion active users, WhatsApp is one of the most widely used messaging platforms in the world. It is an excellent channel for brands to connect with customers and deliver personalized experiences. WhatsApp offers a unique opportunity for brands to engage with customers in a conversational manner, providing a more humanized experience that can lead to increased customer satisfaction and loyalty. One of the most significant advantages of WhatsApp is that it allows for end-to-end fulfillment. Conversational commerce solutions can be deployed on WhatsApp, enabling brands to take orders, process payments, and deliver products or services all within the same platform. In this blog, we’ll explore how Twixor CX Automation Platform enables brands to orchestrate end-to-end customer journeys on WhatsApp.

Conversational commerce is the practice of using messaging platforms to facilitate transactions between businesses and customers. WhatsApp is an ideal channel for conversational commerce, as it allows for seamless communication between customers and brands. Conversational commerce solutions can be deployed on WhatsApp, enabling brands to take orders, process payments, and deliver products or services all within the same platform.

79% of consumers are making purchases directly from their mobile devices, and interest in text shopping is rising: 19% of consumers said they want retailers to offer ways to purchase directly through text or other chat messaging tools

– Square Future of Commerce report

Brands can use Twixor CX Automation Platform to run targeted campaigns with personalized offers. By analyzing customer data and behavior, brands can send personalized messages and offers to customers based on their preferences and interests. For example, a clothing brand can send a personalized message to a customer offering a discount on a product they viewed on the brand’s website. This can lead to increased customer engagement and higher conversion rates.

Brands can allow customers to understand the product better by sharing catalogs, brochures, and other product spec documents on WhatsApp. This can help customers make informed decisions about their purchases, leading to higher customer satisfaction and loyalty. For example, a tech company can share a product brochure with a customer that provides detailed information about the features and specifications of a new device.

One of the most significant advantages of conversational commerce solutions on WhatsApp is that they allow for end-to-end fulfillment. Brands can take orders and payments directly on the platform, and then use the same platform to communicate with customers about delivery and shipping information. This results in a more streamlined and efficient process, reducing the risk of errors and improving the overall customer experience. For example, a food delivery service can take orders and process payments directly on WhatsApp, and then send updates to customers about the status of their order.

Brands can deliver customer support on WhatsApp post-sales, providing a seamless and personalized experience for customers. Customers can contact the brand directly on WhatsApp to ask questions or report issues, and the brand can respond quickly and accurately using Twixor CX Automation Platform. This can lead to higher customer satisfaction and loyalty, as customers feel supported and cared for even after they have made their purchase.

By 2022, it is expected that 85% of customer interactions will be handled without the involvement of a human

– Gartner

Conversational commerce solutions can be deployed on WhatsApp, enabling brands to take orders, process payments, and deliver products or services all within the same platform. This results in a more streamlined and efficient process, reducing the risk of errors and improving the overall customer experience. Twixor CX Automation Platform enables brands to orchestrate end-to-end customer journeys on WhatsApp, providing a more engaging and personalized experience for customers and increasing their satisfaction and loyalty. With the power of conversational commerce and Twixor CX Automation Platform, brands can unlock the full potential of WhatsApp as a channel for commerce and customer engagement, offering conversational commerce solutions throughout