Philippines — In recent years, there has been a pivotal shift in consumer buying patterns – consumers have started making more important buying decisions on their smartphones. According to a study by Google, mobile searches for ‘best place to buy XYZ’ have increased by 70%, and 59% of consumers mentioned that the convenience of shopping on their mobile device is important when deciding which brand or retailer to buy from.
With this trend, it is crucial for enterprises to keep up and capture a touchpoint with their customers at the right stage in the buying journey. Since smartphones have become an integral part of this journey, enterprises need to expand their available communication channels to include WhatsApp.
MoEngage’s insights-led engagement platform allows enterprises to learn what their customers are looking for on their mobile app or website, use AI to predict what next steps their customers are going to take, and help them automatically send contextually relevant recommendations, alerts, and reminders on multiple communication channels.
Through this collab, enterprises can have personalized communication with their tech-savvy, mobile-first customers on WhatsApp. WhatsApp is used the most by consumers in the age group of 26 to 35 and is present in almost 180 countries.
Another report shows that, while 54% of consumers prefer using WhatsApp to receive shipment status and delivery updates, 50% of consumers use WhatsApp for appointments and to get notifications of upcoming events and 23% of consumers want to receive promotional offers from their favourite brands via WhatsApp.
As more enterprises adopt WhatsApp, the WhatsApp team is improving how businesses can communicate with their customers. For example, earlier enterprises were limited to sending timely notifications, making it difficult to follow up with their customers outside of a 24-hour window. To enable seamless and timely interactions between enterprises and their customers, WhatsApp now supports more types of messages, for example, to let customers know when an item is back in stock. The team is also working on a periodically-updating service available for more types of conversations.
MoEngage is also studying behaviours and how they can integrate personalized messages to keep customers reminded and engaged on their shopping needs albeit with a very busy schedule as long as they consent to it.
Raviteja Dodda, CEO and co-founder of MoEngage, said, “By teaming up with Meta, we aim to bridge the gap between enterprises and their customers by allowing them to leverage insights about their customers, their journeys, and the long-term impact of WhatsApp campaigns on key business metrics like LTV, revenue, retention, and product stickiness.”