How can digital storefronts on WhatsApp help UAE brands bring customers closer?

In the competitive landscape of the United Arab Emirates, businesses are constantly evolving to capture the attention of diverse customers. Traditional methods like email invitations and phone-based customer service are giving way to more dynamic platforms. Channels such as WhatsApp, Instagram, and RCS are now the go-to avenues for round-the-clock customer engagement. Around 5.66 million people actively use WhatsApp in the UAE and embrace it in their daily lives.

Along with exceptionally high user engagement, WhatsApp has transformed into a powerful marketing platform for savvy UAE brands. WhatsApp is more than just a communication channel. Today’s UAE consumers wish for a more personalized and instant interaction with their brands. With WhatsApp Business API, these connections can be built faster than our imagination. 

Now, how WhatsApp Business API can help UAE brands bridge the gap between the customers and their digital storefronts?  

Let’s look at how a WhatsApp Business service provider can help UAE brands establish the best customer experience with WhatsApp.

Setting Up the WhatsApp Business API: A Guide for UAE Businesses

Unlike physical stores with limited hours, your WhatsApp storefronts will always be open. Before utilizing all features of WhatsApp Business API in your business, you need to know what WhatsApp API best features in e-commerce are, and how you can set them up. Here is how:

Before Setting Up

Before starting the process, make sure you have the following:

1. Have a dedicated business phone number to link your WhatsApp Business account.
2. Download the WhatsApp Business app and register your business phone number.
3. Find a platform to manage WhatsApp interactions. This could be a CRM system, chatbot platform, or similar software that works well with the WhatsApp Business API.

The Setup Process

Submit all your business details and verification to bypass the legitimacy of UAE’s Telecommunications and Digital Government Regulatory Authority (TDRA). You can either register directly with WhatsApp or leave it in the hands of a WhatsApp Business service provider like Gupshup and relax, while they build all these up for you and customize flawless customer experience. Once it is verified, you will gain access to your WhatsApp Business API.

Why Partner with a Business Service Provider (BSP)?

While the previous steps may seem easy to do on your own, partnering with the best WhatsApp Business service provider like Gupshup gives you several advantages such as:

1. They can handle the technical complexities of API integration. 
2. Gupshup’s service provider stays up-to-date on regulations governing WhatsApp Business API usage in the UAE. In Federal Law No. 12 of 2021 on Personal Data Protection (PDP Law), the UAE has placed a legal framework for data privacy. With Gupshup taking care of it, you might never need to deal with it again. 
3. A successful digital storefront requires efficient handling of customer inquiries. Gupshup’s WhatsApp Business API, powered by advanced NLP, manages high chat volumes effectively. Its features include chatbots, tonality analysis, complaint depth, and streamlined communication, enhancing customer interaction and marketing capabilities.
4. Gupshup provides access to advanced features like chatbots, analytics, and omnichannel management. With the UAE government imposing a ban on WhatsApp Video and Voice calls in the country, your options are already limited. This way you can unlock the full potential of WhatsApp commerce.

Utilizing Chatbots for Enhanced Customer Interaction

The WhatsApp Business API offers features to personalize messages and help in interactive customer experience:

24/7 Customer Service

A personalized chatbot for WhatsApp API is available around the clock at your customer service. It can set up personalized welcome messages for customers, identify and address frequently asked questions (FAQs) with pre-written responses, or raise a complaint for inconvenience. This way Gupshup’s AI chatbots for WhatsApp Business save time and the customers from facing any hassles.  

For example, if a customer wants to return a shirt to your store and asks the API about it, your chatbot instantly enlists some FAQs like- “How can I get my refund?” or “How many days will it take to return an item?”, or “Do I get a refund in cash or rewards?”

Broadcasts and Announcements

Beyond one-on-one interactions, your WhatsApp API offers you powerful broadcast and announcement features to nurture customer relationships, inform them about exclusive offers and new launches. 

Segment your audience based on their purchase history, interests, or demographics, instead of sending all of them the same boring messages. This will lead to targeting customer broadcasts relevant to each broadcast group.

Product Catalogs 

You can even go beyond text! The WhatsApp Business API allows you to send engaging media messages like images, videos, and product catalogs. Your customers can easily browse products, view details, and initiate a purchase directly within the chat interface. This can attract customers more strongly and show your products around more effectively.

Highlight your E-commerce product features in WhatsApp Business API to grow successfully in your e-commerce business and demonstrate their use in real-world scenarios to build trust and credibility.

For example: Your brand can have a shirt in S, M, L, or XL size. It can send a video showcasing the different size variants it offers.

Advanced Marketing Techniques Using WhatsApp

In the dynamic landscape of digital marketing, leveraging advanced techniques on platforms like WhatsApp has become essential for businesses seeking effective customer engagement in the UAE. WhatsApp’s popularity in the region presents unique opportunities for targeted outreach and personalized messaging. To stand out, your marketing efforts need to be focused and user-friendly. 

In this context, a good WhatsApp Business service provider like Gupshup can help you focus on innovative approaches to drive customer acquisition and retention through this ubiquitous messaging platform.

Personalized Recommendations

In the vibrant and diverse landscape of the UAE, effective marketing hinges on personalized engagement tailored to individual customer preferences. Rather than adopting a one-size-fits-all approach, businesses are encouraged to harness the power of data segmentation and targeted messaging to enhance customer interactions.

Gupshup’s WhatsApp Business API can help you craft messages that speak directly to the unique preferences and behaviors of different customer groups.

You can sometimes analyze past purchases and browsing history to recommend products that the customer prefers. To reach a wider audience, you can also enable your WhatsApp Business API to support languages spoken in the UAE- such as Arabic, English, Hindi, Urdu, and Farsi. This way, customers can interact with your business in their preferred language.

For example: You run sports merchandise and a customer recently bought running shoes.  You can send a follow-up message to a French customer in her preferred language recommending matching athletic socks or a high-performance sports bra.

Click-to-WhatsApp Ads (CTWA) and QR

Place a CTWA button within your digital ads (on social media, search engines, etc.). This will take users to chat with your WhatsApp business with a single click. And they do not need to have an app for that! Identify your target audience and ensure maximum visibility and engagement from all of your posts. 

To simplify connection, you can embed QR codes in marketing materials (brochures, flyers) and paste them instead of the ads. Your users can scan the code and instantly open a WhatsApp chat with your business. QR codes begin secure in-app transactions through Gupshup’s WhatsApp Business integration with various payment gateways and help you understand how many people scanned the code when they scanned it.

As an example, you can run a Facebook ad featuring your latest white trousers. Include a CTWA button prompting users to “Chat Now” or paste a QR code to learn more about pre-order options or enquire about specific color options.

Retarget Customer Cart Abandonment

To boost your sales, your WhatsApp Business API can send a gentle reminder with the abandoned cart details. This message can make customers aware of their last search if they ever forget to come back and can encourage them to check out to shop. This reminder could include product images, a call to action, a special discount code, or a friendly nudge to complete their purchase.

For example, a customer added items to their cart but did not complete the purchase. Your WhatsApp Business service provider can send messages like-

‘Hey, we noticed you left some amazing items waiting for you in your cart! Save 20% with our WELCOMEBACK coupon on your way to checkout!’

This message can include a link back to the cart or specific product pages within the chat.

Track Last Mile Orders

Integrate your WhatsApp Business API with your order management system. You can send automated updates within WhatsApp, notifying customers about tracking ID, estimated delivery timelines, and sometimes OTPs to discreetly provide to the delivery person. 

For example, your customer inquired about the order status. You can send a reply like-

‘Your order is shipped! You can track its progress here: (tracking link). Here is your OTP XX98 to share with your delivery partner at the time of delivery.’

Instantly Collect Your Customer Feedback and Reviews

Soon after completing a purchase or chatting with your customer service through WhatsApp, send an automated message to them requesting their feedback. This could be a simple thumbs-up/thumbs-down option or a starred rating within the chat. Their feedback can help you to improve and further show them to other customers to gain their trust.

For example, after every solution you provide, send them a message like-

‘We hope we helped in solving your issue! Please share a quick review on how you want us to improve.’ 

Include a link to a simple rating system or open-ended question prompt within the chat.

Sustaining Competitive Advantage in a Digital Economy

The integration of the WhatsApp Business API into marketing strategies presents a transformative opportunity for businesses operating in a digital economy like the UAE. This technology enables enhanced customer engagement, efficient customer support, targeted messaging, automation, and rich media sharing. These impacts collectively contribute to improving customer experiences and driving business growth.

Remember, successful customer engagement isn’t just about technology– it’s about understanding your audience and creating meaningful connections. Connect with Gupshup today and discover how the best WhatsApp Business API Service Provider can empower your UAE brand to survive in a competitive marketplace. Once you ace it, then voila! Your sales will never stop!