WebMaxy WhatsApp Commerce
The client used WebMaxy WhatsApp Commerce to address these problems. Integration of WebMaxy solution with its existing system helped them with a direct, real-time, and personalized communication with their customers.
45%
Rise inCustomer Retention
60%
Rise inCross-Selling
80%
Rise inNew Product Awareness
Here’s how WebMaxy’s solution addressed its core challenges
Low Customer Retention
Regardless of offering an excellent product line, the brand observed that customer retention was lower than anticipated. Although the company implemented email campaigns, sent follow-up reminders, and introduced a loyalty rewards program, these efforts did not yield the expected results.
The company has its own set of loyal customers, but scaling this to the next level was a big issue. Relying too much on email activities led to situations such as being missed out, ending up in spam folders, getting lost in the endless ocean of daily promotions, or just being ignored due to a lack of personalization.
All they were needed - a direct and engaging channel to engage customers. They were suffering from consistency in customer engagement strategy and personal approach was missing in their marketing efforts.
Customers used to get messages only for purchases, with a feeling of purely transactional rather than relational.
Cross Selling and Up Selling
Cross-selling and up selling was a great bottleneck for Pahadi Naturals in their growth journey. Although their product range was diverse, it was tough to suggest related products in a seamless, effective manner. They relied mostly on their website’s “recommended products” feature.
Customers were unaware of other products range that could even provide better value for their money. This is impacting Pahadi Naturals' to increase the average order value, which became even more important as competition boomed up in the market.
Lack of New Product Awareness
The company had invested in developing exciting new products, but when it came to creating buzz around them, things fell. Primarily depending on traditional marketing channels like emails and social media posts wasn’t sufficient. Emails often went unread, and social media algorithms made a fraction of their audience see the product announcements.
There was a clear requirement for immediate, direct communication with their audience—something that would spark excitement and keep customers informed in real time. This was having a risk of wasting time and effort on resources with low impact.
1. Building Customer Retention by WhatsApp Chatbot
WebMaxy’s WhatsApp Commerce solution offered them a direct, personal, and timely communication channel with its customers. By moving beyond emails and using WhatsApp as their main communication tool, the brand noticed a drastic change in their customer engagement.
WhatsApp enabled them to send tailored communication, not only reminding customers of their liked products but also offering personalized deals, offers, and suggestions.
Automated follow-ups with the customers who hadn’t purchased in a while, providing discounts helped them trigger their dormant customers. This consistent activity helped them build a healthy relationship with their customers, giving them a reason to return shopping.
2. Improving Cross-Selling Opportunities with Real-Time Suggestions
With WebMaxy’s solution, the brand was able to easily integrate personalized cross-selling opportunities into their WhatsApp chats. Customers who recently purchased would instantly receive suggestions for related products through whatsapp automation and workflows.
For instance, if someone bought green tea, then for immunity boosting he will receive suggestions to buy Forest Honey, Kadha or Haldi Mix.
Unlike the static product recommendations on the website, WhatsApp allowed for a more dynamic and conversational approach. Customers felt they were receiving personalized suggestions rather than random promotions.
Apart from this, WebMaxy’s data-driven insights enabled the brand to analyze customer preferences, helping them refine their product recommendations for better results.
3. Sparking Interest Around New Products via WhatsApp Campaigns
When it came to creating awareness for new products, WebMaxy’s WhatsApp broadcast feature changed the game. Instead of sending out an email that might be missed or ignored, the brand could broadcast product announcements directly to their customers' WhatsApp chats. This created an immediate sense of urgency and excitement. As a result, customers were now receiving real-time notifications of new product updates or limited time offers.
Customers could also interact directly with these messages, asking questions or seeking additional information within the chat. This not only boosted customer engagement but also provided the brand with valuable real-time customer feedback.
Results After Using WebMaxy WhatsApp Commerce
The impact of WebMaxy WhatsApp Commerce is tremendous. After a few months of implementing the solution, the brand experienced significant improvements in three key areas
Customer Retention
The brand's retention rate improved by 45%. The direct, personalized communication through WhatsApp gave customers more reasons to come back and engage and connect with the brand regularly.
Cross-Selling
The company had a 60% increase in cross-selling success. With targeted, real-time product recommendations on a personalized level, customers were more likely to add additional products to their carts.
New Product Awareness
New product launches received an 80% boost in awareness, this developed due to the timely and engaging WhatsApp broadcasts. Customers felt more connected to the brand and aware of new product updates.