WhatsApp Flows: The Future of Customer Interaction

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.

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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.

Reasons Behind Using WhatsApp Flows

If you are a business with digital type, opportunities are there that you are already using WhatsApp Business Messaging. Anyhow, struggling with high drop-offs when diverting users out of the chat interface to your website. Flows makes you create and deliver customized journeys on WhatsApp without any need for the WhatsApp users to leave the chat interface for a transaction or interaction journey completion, inspiring you to turn each conversation into a sale.

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 find easy support, get information, and brands engagement through a known and suitable platform. With WhatsApp, businesses can create a customer-friendly brand voice and can retain stronger relationships with customers.
• Optimized Lead Capturing and Qualification: By allowing automated end-to-end journey concluding directly in the chat, WhatsApp Flows makes businesses collect lead details, smoothly qualify them and move them next into the conversion funnel within a few steps. It may be a product enquiry, an appointment booking or pre-approved loan disbursal guide your customers to the desired action while delivering excellent customer experiences.
• Improved Support Efficiency: WhatsApp Flows helps automated service replies for recurring, basic user queries and diverts agents focus on solving more complex cases those needing personalized solutions. The round the clock availability of WhatsApp Flows integrated with automated chatbots boosts accessibility, reduces manual intervention and response time, and improves overall support efficiency.
• Higher ROI: Low drop-offs, improved engagement, personalized recommendations, and instant customer support improve customer satisfaction and brand trust, leading to lower chat-to-conversion drop-offs and big returns on marketing spending.
• Cost-Effective: By boosting key business metrics like engagement rate, customer satisfaction, ROI on marketing spends, leads conversions and more, all by a single low-cost platform, WhatsApp Flows prove to be highly cost-effective feature from WhatsApp platform, enabling businesses to do more with less.

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.

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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:

1. 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.

2. Lead Verification

Businesses (mainly BFSIs) must verify leads before the purchase by user, for any of the services/products to stick to government regulations, policies and minimize risks.

For instance, a BFSI company offering personal loans and/or credit cards must essentially collect and verify critical details like PAN Card details, address, employment details etc. They can also add on the e-KYC process starting within the same flow to make the experience much smoother. These processes are typically lengthy and involve various steps leading to higher drop-offs.

WhatsApp Flows makes it rapid and easy for the user to start over and complete these critical actions. They allow businesses to verify as well as onboard users within a single chat interface.

3. 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.

4. 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.

5. 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.

6. 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.

7. 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.

8. Event Registrations

Events normally bring in a big inflow of users. Instead of diverting users to a website or app, brands can use WhatsApp Flows to handle these registrations. Via an automated flow, participants can receive event details, register for it, get tickets/passes and reminders, within the same interface. This elevates the overall registration experience for users and increases registration most of the time.

9. Feedback Collection

WhatsApp Flows simplifies it for customers to share post-purchase, event experience and customer service feedback by offering feedback collection.

For instance, online travel aggregators can add a post-purchase feedback survey in their flow process and set it to trigger as fast as a customer completes booking. By prompt customer service feedback from the customers, businesses can increase the volume of feedback collected, collect healthy insights, and make timely, data-driven changes.

10. Reactivation

When used creatively, a single WhatsApp Flows journey can reactivate inactive users, push them to make purchases and update customer databases.

For instance, online retailers have a large base of inactive users. And they can reactivate via various campaigns. These customers must have had more than one address added to their profiles. Brands can craft flows journeys that reactivate these users and regularize their profile data at the same time.

Industries Leveraging WhatsApp Flows

1. Retail Industry

As we know, WhatsApp Flows automated chat experiences within the WhatsApp environment. Businesses in the retail industry can use WhatsApp Flows to automate customer interactions, simplify processes, and help users through activities like selecting products, booking of services, or filling surveys etc.

Here are some ways that WhatsApp Flows can be used in the retail industry:

• Leads Generation: Businesses may use WhatsApp Flows for leads generation and acquire new sales leads.
• Products Recommendations: Retail Businesses can use WhatsApp Flows to recommend products to customers.
• Customer Service: Retail Businesses may use WhatsApp Flows to deliver customer service and issue resolving.
• Execute Transactions: Retail Businesses can use WhatsApp Flows to process transactions with customers.
• Direct users with activities: Businesses must use WhatsApp Flows to direct users through activities like product selection, booking of services, or filling surveys.

WhatsApp Flows are automated series of messages, actions which businesses may decide to set up inside their WhatsApp.

To utilize WhatsApp Flows properly, businesses should have a WhatsApp Business account.

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2. Restaurant Industry

In case its table reservations, menu inquiries, catering services, customers expect to have an interactive experience when they start interacting with a restaurant.

WhatsApp Flows can add value to the restaurant industry by accelerating these processes, improving customer service and simplifying operations.

Challenges and the Significance of WhatsApp Flows in Restaurant Industry

High Volume of Messages: Due to lack of a system in place, an important message gets ignored among high volume of message and ignorance to customers with low response time.

Neglected Offers: dull content without any attractive formats of offer content will be neglected even on WhatsApp.

Feedback Collection: Manual demand for reviews is not suitable and embarrassing most of the time. Users can neglect or ignore the same without any follow up.

Applications of WhatsApp Flows for Restaurant Industry

Implementing WhatsApp Flows for restaurants can be an efficient way to upscale business operations, but it’s important to follow best practices to make sure proper utilization of this tool:

• Customize Interactions: Create customized flows for various tasks like table reservations, food orders, and dishes & service feedback. This improves the customer experience by offering individual support.
• Optimize Timing: Make sure your push notifications are on time — not too frequently to disturb, not too infrequent to miss the touch.
• Keep Simple: Make sure that the automation process is straight and user-friendly. Complex processes may deter customers.
• Send Real-Time Updates: Keep customers updated on their food orders or table reservations in real-time with timely alerts to retain transparency and build trust.

3. Real Estate Industry

Real Estate Experiences with WhatsApp Flows

In the real estate industry interactions or communication is the most important, WhatsApp Flows can be an effective platform for it. Sharing property details, scheduling visits, attaining inquiries and doing successful deals efficiently is all done by using this platform.

Challenges in the real estate industry and the Impact of WhatsApp Flows

The right communication can be a bottleneck in the real estate industry, due to the volume size and hard transactions, here WhatsApp Flows are required.

• Defined Data: Shared property details can mostly get missed out in various emails or phone calls. With WhatsApp Flows agents can easily share required property details, with their images and floor plans, to the interested buyer within a simple chat. You can define what exactly to share or send.
• Communication Gap: Mismanaged communication can damage the scheduling process for property visits. Real estate businesses can ease appointment bookings with WhatsApp Forms, arranging property visits smartly.
• Manual Role: Addressing manual inquiries manually can be a time driven and long task. WhatsApp Flows delivers automated and personalised replies to basic inquiries about properties. This saves valuable time.
• No Reminders: Tracking of tough or remote deal-closing processes is impossible. Sending actual time updates and reminders to both parties within the deal offers genuine transaction experience.

WhatsApp Flows in the Real Estate Industry

Optimizing the benefits of WhatsApp Flows in real estate’s well-versed practices:

• Personalised Interactions: Make the most of WhatsApp Flows’ capabilities to personalize information shared with prospective buyers. Tailoring property details to individual preferences and needs mostly boosts up communication.
• Automated Moderation: As automated responses can be much more useful, making a balance is tough. Skip over-automation to retain the human element or feel intact in communications.
• Consistent Updates: Always update the property details and promptly revert back to interested inquiries with WhatsApp Flows to sustain buyer’s interest.
• Data Protection: Real estate includes sharing of sensitive data. Be sure about all transactions with WhatsApp Flows follow data protection laws and maintain confidentiality.

4. eCommerce Industry

The E-commerce industry, with its always working so keenly towards delivering contemporary user experience, can benefit from the WhatsApp Flows integration.

eCommerce industry works with a dynamic of technology and convenience, WhatsApp Flows drives the things with tracking orders, resolving queries, recommending products on personalised preferences and providing a prompt, valuable customer service at any moment, delivering a happy and satisfied customer experience to every customer.

The role of WhatsApp Flows in eCommerce Industry with bottlenecks

While there is a set of e-commerce challenges, customers’ hopes for easy and instant support is an all–time top priority.

The HubSpot study indicates that 90% of customers anticipate immediate responses to their questions.

• Delayed Interactions: With WhatsApp’s instant communication, customers normally expect a reply within a few minutes. This builds pressure to reply easily and meet these big expectations.
• Customer Disengagement: The frequent use of generic templates and no personalization or humanized approach when conversing with customers diverts to a gradual disconnection and can affect the brand’s reputation.
• Cart Abandonment: Cart abandonment is a common issue everywhere. Sufficient steps are in place to re-engage prospective customers, encourage purchase decisions, and regain lost sales.
• Inefficient Tracking: If the E-commerce platform is technically lagging and incapable of delivering real-time order updates and status then it will take to a high degree of customer dissatisfaction and lowering down the enquiries, rising the support request.

You can lower the rate for Abandoned Carts in Your E-Commerce Store – Convert them by using Web Maxy WhatsApp Commerce platform.

eCommerce Use Cases for WhatsApp Flows

In the ever-changing e-commerce industry, WhatsApp Flows plays a major role by breaking communication blocks and offering a smooth shopping experience.

Check out here how e-commerce businesses can enjoy the benefits:

• Refined customer communication: WhatsApp Flows allows real-time one-to-one customer communication, queries resolving, and giving orders updates, deliveries as per orders, and discounts.
• Boosted Customer Support: Using WhatsApp Flows, businesses automate customer service responses, handle swiftly basic queries or problems, and send tough issues to live human agents.
• Lead Generation: Businesses can use the platform for targeted marketing, share product catalogues, and motivate or direct customers to make a purchase.
• Automated feedback: Collecting customer feedback becomes more simplified with automated surveys, diverting to consistent improvement in service.
• Increased Conversion Rates: Smooth communication and supreme customer service can lead to higher conversion rates and enhanced business results.

WhatsApp Flows in the eCommerce Industry

• Pre-Programme FAQs: You can set the common queries from customers into the WhatsApp chatbot to deliver an instant solution.
• 24/7 Availability: Apply AI or WhatsApp Automation Tools to make sure for the constant engagement, developing a customer-friendly environment all the time.
• Automated Order Updates: You can connect WhatsApp Flows with the existing order management system to share real-time updates with customers.
• Personalised Marketing: Use analytical insights to know customer preferences and send customized product recommendations.

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.