WhatsApp Business Suite is the one tool used by brands that can literally slide into every stage of the Sales Funnel. Let’s see the WhatsApp Sales Funnel 3 use-cases to increase ROI below:
- WhatsApp Ads
For Customer Activation and Promotions:
- Account Creation Campaign
- Welcome Campaign
- Onboarding Campaign
- App Download Campaign
- Referral Campaign
- WhatsApp Commerce
For Monetisation:
- Discounts & Sales Campaign
- Upsell Campaign
- Seasonal Promotion Campaign
- Subscription Renewal Campaign
- Low Stock / Back-in-Stock Campaigns
- Cross-Sell Campaign
- Buy It Again Campaign
- WhatsApp Real-time Automation
For Retention and Management:
- Order Confirmation and Update Campaigns
- Loyalty Enrollment and Promotion Campaigns
- Urgent Communication Campaign
- Customer Surveys / Product Feedback Campaigns
- New Product Announcement Campaign
- Content Recommendation Campaign
- Milestone / Anniversary Campaigns
- Win-Back Campaigns
By applying the 3 across the Sales Funnel, brands achieve a simplified customer journey on the platform with a jaw-dropping 98% OR (open rate), 2 billion monthly active users, and a penetration rate of over 85%. Therefore, focusing on Building WhatsApp Business Community is essential for maximising engagement and conversions.
What is WhatsApp sales funnel?
WhatsApp sales funnels refer to an organised series of steps tuned to take potential customers through stages in the sales journey. It uses WhatsApp as a major channel to engage, nurture, and convert leads into customers.
This becomes quite effective in the case of companies interested in establishing direct and customised communications with their target audience for better relationships with customers and increasing sales.
From this, one may infer that WhatsApp sales funnels have the following three purposes:
Engagement: Reaching out to prospects in a more friendly and personal manner.
Relationship building: Nurturing through consistent, personalized messaging, offering value.
Conversion: Calling them to action - signing up, making a purchase, or referring others.
WhatsApp's sales funnel integrates with other marketing channels to allow businesses the opportunity to create one seamless customer experience from the very first touch all the way to after the sale is made.
How to Create a WhatsApp Sales Funnel
How to build a sales funnel WhatsApp is a commonly asked term in the e-commerce industry, and today, Pragma will help you with all the steps required in setting up the WhatsApp funnel - a step-by-step guide.
- Awareness: At this stage, brands create awareness about their products or services through various marketing promotions.
- Use social media, content marketing, and advertising to create awareness about your brand and products.
- Promote your WhatsApp number or a link to join your WhatsApp broadcast list or group.
Metrics: Impressions, reach, website traffic, social media engagement.
Example statistic: 10,000 impressions on social media ads leading to 2,000 website visits.
- Lead Generation: Once potential customers become aware of the brand, the next step is to capture their contact information and convert them into leads. Brands can use lead magnets, such as exclusive offers, discounts, or gated content, to entice prospects to provide their contact details. Learn more about effective Lead Generation via WhatsApp Business to capture and nurture leads effectively.
WhatsApp Business can be used to collect leads by incorporating lead generation forms on websites, landing pages, or social media profiles.
Any place where you can include a wa.me link in Instagram (IG) or Facebook ads — brands can very well place the links behind a CTA button in JSON ads or even include them in the body copy of ads.
- Encourage potential customers to opt-in to your WhatsApp broadcast list or group.
- Provide incentives like exclusive discounts, early access to product launches, or valuable content to motivate people to join.
- Once they've opted in, send regular updates, product information, and engaging content to keep them interested and connected with your brand.
Metrics: Conversion rates, lead capture forms submissions.
Example statistic: 20% conversion rate on lead capture forms, resulting in 400 leads.
- Lead Nurturing or Consideration stage: Where brands nurture WhatsApp leads.
An estimated 80% of people are more inclined to purchase from a company that provides a tailored experience.
WhatsApp Business can be utilised to engage with leads through personalised messaging, sharing relevant content, providing product information, and addressing any queries or concerns.
- Share product details, features, and benefits through WhatsApp broadcasts or groups.
- Use WhatsApp's multimedia capabilities to send images, videos, or voice notes showcasing your products.
- Answer customer queries promptly and provide personalised recommendations.
- Share user-generated content or testimonials to build trust and credibility.
Metrics: Open rates, click-through rates, response rates.
Example statistic: 40% open rate and 10% click-through rate on personalised WhatsApp messages.
- Conversion or Purchase stage: Where the ‘Closing of the sale’ happens.
The conversion stage involves encouraging leads to make a purchase. Brands can use WhatsApp Business to showcase product catalogues, offer exclusive promotions, send personalised recommendations, and facilitate the buying process by providing seamless order placement and payment options through the WhatsApp platform.
Facebook Messenger and automated IG conversations can accentuate and act as conduits that send the leads over to WhatsApp, making it more personal.
Adding a simple button with a wa.me link could be the golden ticket to higher conversion rates for over 30% of social media leads.
- Create a sense of urgency through limited-time offers, flash sales, or exclusive WhatsApp-only promotions.
- Implement a seamless ordering process by integrating WhatsApp with your e-commerce platform.
- Provide a direct link to product pages or a WhatsApp chatbot for placing orders.
- Offer personalised discount codes or incentives to encourage purchases.
Metrics: Conversion rates, average order value.
Example statistic: 15% conversion rate from leads to customers, with an average order value of 5000.
- Post-Purchase Engagement: Once a customer makes a purchase, the relationship doesn't end there. Brands can leverage WhatsApp Business to provide order updates, shipping notifications, and post-purchase support. They can also gather feedback, offer customer loyalty programs, and encourage repeat purchases.
Send order confirmations, shipping updates, and delivery notifications via WhatsApp.
- Provide excellent customer service by promptly addressing any issues or concerns through WhatsApp.
- Request feedback, reviews, or testimonials from satisfied customers.
- Upsell or cross-sell related products through WhatsApp broadcasts or targeted messages.
Metrics: Customer satisfaction scores, repeat purchase rate.
Example statistic: 90% customer satisfaction rating and 30% repeat purchase rate.
- Advocacy: Satisfied customers can become brand advocates by sharing positive experiences and referring others. Brands can encourage customers to share their experiences on social media, offer incentives for referrals, and provide exclusive content or rewards through WhatsApp Business to foster brand advocacy.
- Offer exclusive rewards or loyalty programs for repeat customers.
- Share sneak peeks, upcoming product launches, or insider information with loyal customers.
- Encourage customers to refer their friends or share their positive experiences on social media.
- Leverage user-generated content by featuring customer stories or testimonials on your WhatsApp broadcasts or groups.
Metrics: Referral rates, social media mentions.
Example statistic: 25% of customers refer the brand to their friends, resulting in a 20% increase in social media mentions.
Metrics to Measure: Conversion rates, lead capture form submissions.
Consideration, Lead Nurturing: A business at this stage will nurture leads through personalised messages, relevant content, and answering customer queries. This will build confidence and present the brand as a credible solution for the needs of the customer.
Essential Tactics: Use WhatsApp's multimedia to share product information, answer queries, and offer personalised recommendations.
Metrics to Measure: Open rates, click-through rates, response rates.
Conversion: This is where the lead makes a purchase. WhatsApp can facilitate buying by showcasing product catalogues, offering exclusive promotions, and making it easy to place an order with easy payment options.
Key Tactics: Create urgency by making limited-time offers; integrate WhatsApp into e-commerce platforms for seamless transactions.
Metrics to Measure: Conversion rate, average order value.
Post-Purchase Engagement: Even after a purchase, the customer has to be engaged to ensure satisfaction for more business. WhatsApp updates on orders, customer support, and feedback inquiries can be made.
Key Tactics: Updates on orders, customer service, requests for feedback, upsells, or cross-sells.
Metrics to Measure: Customer satisfaction scores, repeat purchase rates.
Advocacy: The final stage aims at changing satisfied customers into brand advocates. Encouragement of referrals and sharing of positive experiences among customers may bring significant growth in the customer database.
Key Tactics: Incentivise referrals, share exclusive content, and involve your loyal customers with personalised messages.
Metrics to Measure: Referral rate, social mentions.
By breaking down the WhatsApp sales funnel stages, an organisation can provide a more focused approach to customer engagement using the unique strengths of WhatsApp in driving sales and customer satisfaction.
Benefits of the sales funnel on WhatsApp
Utilising a sales funnel on WhatsApp offers several benefits for businesses looking to engage with customers and drive sales in a more personalised and interactive manner:
- Direct and Immediate Communication: WhatsApp provides a direct and immediate communication channel between businesses and customers. Messages are delivered instantly, allowing for real-time engagement and interaction.
- High Engagement Levels: WhatsApp boasts high engagement levels, with many users checking their messages frequently throughout the day. This makes it an ideal platform for reaching customers and capturing their attention.
- Personalised Interaction: WhatsApp allows businesses to engage with customers on a more personal level. Conversations can be tailored to address individual needs and preferences, fostering a sense of trust and rapport.
- Rich Media Support: WhatsApp supports various types of rich media, including text, images, videos, and documents. This enables businesses to showcase products or services, share visual content, and provide detailed information to customers directly within the chat interface.
- Convenient Customer Support: Businesses can use WhatsApp as a platform for providing customer support and addressing inquiries in a timely manner. Customers appreciate the convenience of being able to reach out to businesses directly through WhatsApp for assistance or assistance.
- Facilitates Sales Process: The structured nature of a sales funnel helps businesses guide customers through the buying process, from initial awareness to making a purchase decision. By leveraging WhatsApp as part of the sales funnel, businesses can nurture leads, address objections, and facilitate transactions more effectively.
- Cost-Effective Communication: WhatsApp offers a cost-effective communication solution for businesses, especially compared to traditional channels such as phone calls or SMS. Discover the benefits of D2C Ecommerce WhatsApp Marketing and how it can enhance your engagement and sales. It allows businesses to engage with customers at scale without incurring significant additional expenses.
- Enhanced Customer Relationships: By maintaining ongoing communication with customers through WhatsApp, businesses can build stronger relationships and foster customer loyalty over time. Regular interaction helps businesses stay top-of-mind and encourages repeat business and referrals.
WhatsApp sales funnel strategy with WhatsApp Business features
- Catalogue:
Feature: Showcase products or services with images, descriptions, and pricing in a digital catalogue format.
Example statistic: 30% increase in product inquiries after uploading a catalogue.
- Automated Messages:
Feature: Send automated messages to new customers or leads.
Example statistic: 15% higher engagement rates with leads who receive personalised welcome messages.
- Quick Replies:
Feature: Create predefined responses to frequently asked questions or common inquiries.
Example statistic: 50% reduction in response time and increased customer satisfaction scores.
- Labels and Sorting:
Feature: Organise and label conversations for efficient customer management.
Example statistic: 25% improvement in response time and customer query resolution after implementing labels and sorting.
- Broadcast Lists/Segmentation:
Feature: Send personalised messages to multiple customer segments based on need.
Example statistic: 10% higher open rates and increased engagement with broadcast messages compared to bulk SMS.
- Order Management:
Feature: Manage orders, send order updates, and provide shipping information to customers.
Example statistic: 40% reduction in customer support tickets related to order inquiries.
- Analytics:
Feature: Access metrics and insights about message delivery, read rates, and customer engagement.
Example statistic: 20% higher click-through rates after analysing and optimising message performance.
To Wrap it Up
WhatsApp Business Suite is more than Social Media even though it is a messaging platform.
WhatsApp marketing helps brands communicate effectively with leads, improve customer retention, and grow exponentially – with the ability to send multimedia messages, place free calls, send messages for free, group chat with agents etc.
And when brands connect WhatsApp with Pragma, they can also send leads from Facebook, IG Messenger & more to WhatsApp; to close deals and provide customer support effectively.
Which is why adding WhatsApp Business Suite to your marketing mix is crucial, especially for a D2C.
Talk to our experts for a customised solution that can maximise your sales funnel
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