Providing seamless customer experiences is crucial for businesses to thrive. One way to enhance customer satisfaction is by leveraging popular messaging platforms like WhatsApp to provide real-time tracking and order updates. In this article, we will explore the benefits of using the WhatsApp Business Platform/API for order notifications and share effective sales strategies to implement this feature in your business operations.
Benefits of using WhatsApp for order updates
WhatsApp is the most popular messaging app, with over two billion active users worldwide. Integrating it into your order tracking and updates process offers several advantages:
Real-time communication
WhatsApp enables businesses to provide instant updates to customers regarding their order status, creating a sense of transparency and trust.
Increased engagement
By delivering order updates directly to customers’ WhatsApp accounts, you ensure higher visibility and engagement compared to traditional communication channels like email or SMS.
Types of order alerts
When using WhatsApp for tracking and order updates, it’s crucial to utilize a range of order notifications to keep your customers informed. You can scale this process by utilizing WhatsApp message templates. These messages can be personalized with the API connected to a WhatsApp Shared Team Inbox like Rasayel.
Templates have variables and placeholders marked with a number between double curly brackets. For example, a payment confirmation message containing the name of the customer, the name and the amount of the product they have paid for, and the delivery date can look like this:
Hi {{1}}, we have received your payment of {{2}} for a total of {{3}} bags. The expected delivery date is {{4}}.
You can also use interactive message templates that can have reply buttons, links or a phone number. By clicking the replay button, the customer can respond without typing the answer. By clicking the links or the phone number, they will be taken to your website or connected directly to your phone number.
Here are six essential types of alerts:
Order confirmation
After customers place an order with you, it’s important to send an order confirmation promptly. This notification serves as a simple way to acknowledge their order and provide specific details regarding what they can expect from your business.
Hello {{1}}, Thank you for placing an order with our business! We’re excited to inform you that your order has been received and is being processed. Below are the details of your order: Order number: {{2}} Order date: {{3}} Delivery on or before {{4}}
Order shipped
Informing customers about the shipment of their order is a vital alert. Let them know that their package has left the warehouse and is en route to their location. Include essential information like a tracking ID and an estimated arrival time to keep them well-informed.
Hello {{1}}, your order number {{2}} has been prepared for shipment. You will receive your item within the next 7 days. You may track your order status here: {{3}} Thank you for your purchase!
Order en route
Keeping customers informed about the progress of their package is key. Send an alert when their order is in transit, ensuring they are prepared for its imminent arrival. Providing an estimated delivery date in this message is beneficial, allowing customers to gauge the remaining time before their item reaches them.
Hello {{1}},
We're excited to let you know that your order is now en route to its destination! Here are the details:
Order Number: {{2}}
Order Date: {{3}}
Estimated Delivery Date: {{4}}
Order delivered
Once the package has been delivered to the customer’s doorstep, seize the opportunity to provide excellent customer service. Send an alert acknowledging the successful delivery and consider offering incentives such as discounts, coupon codes, or free shipping on their next order.
Hello {{1}}, Great news! Your order has been successfully delivered to your doorstep.
🥳 We would like to take this opportunity to thank you for choosing our business and offer you a special incentive for your next purchase. 🤩
Use the coupon code {{2}} during checkout to get {{3}} off on your next order.
Additionally, invite customers to share feedback about their experience, allowing you to enhance your services further.
Non-delivered order follow-up
In instances where a customer hasn’t received their order within the specified timeframe or has reached out to inquire about it, it’s essential to respond promptly. Send a follow-up message reassuring them that your team is diligently working to expedite the delivery process.
