WhatsApp is the world's most popular messaging app today. WhatsApp communication is two-way always. If it's business communication, then it may prolong the messages and history of the chat in continuity. This is tedious to handle. WhatsApp flow is the solution to all this. You can automate replies, support customer queries, and even gain prospective leads with WhatsApp Flows. It's a new feature of WhatsApp Business API.
WhatsApp Flows are interactive, automated chat experiences that simplify WhatsApp interactions. They help customers with product selection to customers, they can give ready answers to frequent questions, and can easily book an appointment, through a single WhatsApp window.
WhatsApp Flows: New Feature of WhatsApp Business API
As a new feature of WhatsApp Business API facilitates businesses for creating engaging customer experience within WhatsApp. This feature is ideal for user-cases like forms, where a user must fill in the fields given. WhatsApp Flows allows businesses to make proper forms, which will guide customers to fill in their required information inside it.
Using the intuitive flow builder, you can develop and implement native, task-centric workflows on WhatsApp. It will increase your customer interaction.
Flows allow you to design, develop, and customize your journeys using pre-approved message templates. It enriches your chatbot and AI agent solutions and offers end-to-end experiences for customers with updated functionality.
Customers can interact in a better way with the businesses. It leads to better task achievement and lower drop-offs rather than other channels.
And for your business, Flows can raise engagement and completion rates.
The result? Improved customer engagement and form completion rates across the board.
Dive into WhatsApp Flows and streamline your communication today!
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Reasons Behind Using WhatsApp Flows
WhatsApp Flows can help you speed up and streamline customer interactions, all at very affordable pricing.
Let's find out the reasons you should consider using WhatsApp Flows as part of your business messaging strategy:
Huge reach: WhatsApp has more than 2 billion users worldwide, who use it for messaging. WhatsApp Flows permits you to tap into this big-scale audience and connect with prospective customers directly on their preferred platform, providing timely notifications and updates.
Raised conversions: WhatsApp Flows permits you to ask more suitable questions and get the most relevant data from the leads. Due to this efficient process, you will get higher quality leads and better conversion rates.
More engagement: People are already using and engaged with WhatsApp. WhatsApp Flows makes it a more interesting experience for customers.
Enriched customer experience: Customers can easily find support, get information, and engage with brands through a known and convenient platform. With WhatsApp, businesses can build a customer-friendly brand voice and can keep stronger relationships with customers.
Best Practices for WhatsApp Flows
To get best customer experience and good brand results, you can follow these tips:
Consider how Flows can get fitted for the larger customer journey, simplify specific touchpoints, or create an end-to-end experience. Plan for more seamless, easy, and friendly customer interactions.
Start with one to three screens design that addresses a specific user need or pain point. Once you've done with the basic flow, include more user cases and screens to create a wide experience.
Try to start with WhatsApp Flows like customer information details form or customer feedback form. This will gain some speed, and you can win the trust of investors by showing how Flows works.
Track key performance indicators like conversion uplift, ROI, user retention, and customer satisfaction scores to calculate the impact of your WhatsApp Flows. Apply these metrics to uplift your Flows over time and justify further investment.
Make it simple for customers to have a conversation with you by placing click-to-chat links on your website, social media pages, or email signatures. This enables them to initiate a WhatsApp chat directly from their preferred channel.
Collaborate /tie up with a Business Service Provider (BSP) like WebMaxy WhatsApp Commerce. This is the simple way to get started with WhatsApp Flows. We provide the required technical expertise, platform access, and support to help you create and launch Flows.
Use Cases for WhatsApp Flows
You can think about how to improve your interaction with customers on WhatsApp. WhatsApp Flows simplifies interactions at different points in a customer's journey with your business. With the flexible feature of the flow builder and the real-time nature of the WhatsApp Business Platform, there are enormous possibilities.
Let's find here some use cases of WhatsApp Flows in detail:
- Lead generation
WhatsApp marketing with Flows provides an interesting way to generate leads.
You can ask qualifying questions to the interested lead and fit it as quality lead. The interesting part of WhatsApp Flow is that it makes customer interaction so wonderful and exciting with engaging content, you need not go for a sales pitch or push it. Prospects connect with their speed and build trust with the brand.
- Appointment booking
You can create interactive flows that guide users through choosing a convenient date, time, and appointment type (in-person, phone, or video) through WhatsApp flows.
Let's check out the findings in the actual use case.
Brazilian lender Consorcio Magalu experienced the power of Flows initially. They restructured their scheduling experience and transformed it from a calendar-styled interface to an Automated WhatsApp Flow. The results were impressive: a 2.9x rise in conversions and 49% more bookings from paid marketing traffic.
This flow sequence notified customers of loan terms, and listed business hours, and pushed them to book an appointment with a “Book now” button.
Users may easily choose their preferred date, time, and appointment type within the WhatsApp conversation. The smooth user experience led to higher customer satisfaction scores compared to their previous booking system. At every step of the process, a conversational approach will help customers and businesses.
WhatsApp Flow can create an easy appointment booking process that declines abandonments, reduces wait periods, and improves customer satisfaction.
- Login and account management
WhatsApp Flows may simplify logins and account management, cutting down frustration for customers.
For the same, you can create secure, user-friendly flows that enable customers to refer to their accounts, update personal information, and manage preferences within a WhatsApp chat online.
Consider an online WhatsApp eCommerce store with a Flow for password resets. A user gets a forgotten password link on WhatsApp. Clicking it activates a Flow that prompts them to input their phone number.
Flow verifies the number and sends a secure one-time password (OTP) to finish the reset – all within WhatsApp. This removes the need for remembering login details and retains users on their preferred platform.
With WhatsApp Flows, you can streamline these tasks.
- Customer support and service
Consider an electronics store. A customer can use flow for Return policy with details of returns, he will get a form also to fill up and submit from FAQs. But for a more complicated query, he will be diverted to a human agent.
This indicates that WhatsApp Flow takes care of the automated customer journey with guidance and diverting to human support, whenever needed, depending on the query type.
- Surveys
WhatsApp Flows converts surveys into engaging experiences to raise response rates.
Consider a travel company sending a post-trip Flow via WhatsApp.
Customers can click on the “Rate Your Experience” button, enabling a Flow with multiple-choice questions and star ratings for their trip. The Flow can be more personalized questions based on the specific destination.
This enables quick feedback while keeping the survey format engaging and convenient within WhatsApp. Flows create surveys more dynamic and accessible, leading to valuable customer insights.
- Chatbot-integrated experiences
WhatsApp Flows allow you to create smooth, engaging experiences that can be mixed chatbot interactions with guided flows.
Now, consider a furniture store with a chatbot that helps customers browse products. The chatbot can find a customer's interest in a specific couch set and then trigger a Flow. This Flow would offer personalized recommendations for complementary furniture pieces or guide them through a delivery booking.
WhatsApp Flows creates interactive, personalized manner, and conversion-based chatbot experiences.
End Summary
WhatsApp Flows offers a powerful way to simplify and automate your WhatsApp customer interactions.
To get started with WhatsApp Flows, you must be a WhatsApp Business Platform user. This platform offers the required tools and infrastructure to craft and implement customized flows tailored to your specific business needs.
WebMaxy WhatsApp Commerce gives you a facility to integrate with other platforms such as Shopify, HubSpot CRM, and Salesforce CRM to chat with, sell to, and help your customers using these platforms through WhatsApp platform.
You can enhance customer interaction quality and deliver a more personalized customer experience.
For more queries and support, you can write to us at: info@webmaxy.co.
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Frequently Asked Questions
What are WhatsApp flows?
WhatsApp Flows is a feature of the WhatsApp Business Platform that allows you to easily develop and implement native, task-centric workflows on WhatsApp. This results in rising interactions between customers and businesses.
Why use WhatsApp Flows?
You can create a dynamic conversation that keeps customers engaged and attracted by incorporating quick replies, buttons, and multimedia. For Developers, Interactive elements offer rich opportunities for data collection and user engagement.
What are the best practices of WhatsApp Flows?
Best practices of WhatsApp Flows:
– Flows should not be long.
– Must have only one task per screen.
– Do not use too many components per screen.
– Build for caching.
– Consume flows without the endpoint whenever possible.
– Only use endpoint powered flows when the live data is required while user completes a flow – e.g. for ticket booking.
