With online shopping and digital interactions raging, you must be where your customers are. About 92% of customers prefer chat-based support and WhatsApp messages, which achieve a 70% open rate, so businesses must adapt their strategies to communicate with their customers better and connect coherently.
Having said that, effective customer communication is one of the most crucial aspects for eCommerce brands to succeed today. Shiprocket Engage360, a one-stop shop for marketing, is a powerful solution revolutionising customer engagement for over 3,000 eCommerce brands.
This article explores the extensive features of Engage product, a WhatsApp Business solution for eCommerce designed to optimise customer interactions and streamline online retail operations.
Features and Capabilities Offered by Shiprocket Engage
From maximising eCommerce conversions to reducing customer response time and effectively targeting customers at every stage of their buying journey, personalised marketing can do a lot for your eCommerce business.
You can personalise your interactions and address key areas of the customer journey, ultimately bringing the Return to Origin (RTO) rates down and improving profitability with these features and capabilities of the Engage product:
Features of Engage Product
Engage is your best friend when it comes to spiking those conversion rates for your business. These WhatsApp solutions for eCommerce help you filter prospects that have a high risk of RTO & persuade the genuine ones to buy from you:
Pre-built RTO Audience
Do away with those potential RTO offenders from your marketing campaigns and improve lead quality while reducing wasted resources.
Timely Order Confirmation
This digital stamp from your customer helps you prevent future cancellations by confirming orders promptly through pre-configured notifications.
Instant Address Verification:
Your customers can conveniently verify and update addresses while relaxing in their chairs and sipping coffee. It’s a win-win for both, as you significantly reduce delivery failures with this feature of the Engage product.
COD to Prepaid Conversion
Go ahead and share custom offers, discounts, and payment links to convince customers to pay upfront. It reduces the risks associated with COD orders and the palpitation that comes with the thought of losing money and the product.
Outbound Calling Support
What more can you do for your customers? Well, Shiprocket has already thought that through. Leverage a dedicated call center team to reach customers on a personal level and address all their concerns to minimise RTO rates.
But our list doesn’t end here. Take a look at some more features of the Engage Product that help you with trust-building and branding:
Verified WhatsApp Business Profile
Green ticks make your customers tick! It shows them that you’re real, establishing credibility and trust. With Engage, you can get that official, verified WhatsApp Business profile to bond better with your buyers.
Customisable Message Templates
Communicate in a more friendly way by adding a personal touch to your customer experience with our customisable message templates for WhatsApp Business, reinforcing your brand identity. For example, you can add personalised greetings.
Branded Tracking Notifications
Customers are mostly looking to know about their order status and want to know when it will reach their doorsteps. Keep your inquisitive customers notified of their order updates with branded messages, reducing their anxiety and enhancing brand recall.
IVR Calling System
Although WhatsApp is a big-time staple in people’s lives today, there might be some customers who don’t use the app. So, Engage gives you an alternate arrangement where you have an Interactive Voice Response (IVR) calling setup for seamless communication with customers unavailable on WhatsApp.
The cherry on top after all those fascinating features of the Engage product is a tactful way to streamline customer service:
Shared WhatsApp Team Inbox
You can easily manage customer queries like a pro with a collaborative inbox that allows your entire team to work together in one place.
Capabilities of Engage Product
Intelligent communication with customers at critical purchasing stages:
Order Confirmation: Prevent last-minute cancellations by swiftly confirming orders through WhatsApp, ensuring that your customers are committed to their purchases.
Address Verification: An insufficient address can be one big issue when it comes to completing the delivery process accurately and efficiently. You can reduce Return to Origin (RTO) instances by verifying and correcting inaccurate addresses using our pre-configured notifications. It helps you spike up your delivery success rates.
COD to Prepaid Conversion: Make more successful deliveries using the features of the Engage product by encouraging your customers to convert risky Cash on Delivery (COD) orders to prepaid ones with attractive discounts offered through their favourite messaging platform ‘WhatsApp’.
Delivery Updates: Notify your customers with real-time, branded order tracking alerts delivered via WhatsApp to keep them in the loop, reduce their anxiety during the waiting period, and enhance their overall shopping experience with you.
Better and higher audience engagement:
Abandoned Cart Recovery: It can be a hassle to deal with that cart abandonment rate. Revive deserted shopping carts with the Engage platform’s compelling remarketing campaigns and send timely reminders and incentives to increase sales conversion rates.
Promotional Broadcasts: WhatsApp is the go-to messaging platform for the majority of people today. This makes WhatsApp Business solutions for eCommerce, like Engage, the perfect tool to amplify your offers and promotions through WhatsApp. The more your customers see or interact with your brand, the more likely they are to have it on the top of their minds.
Loyalty Boosters: Send your loyal customers some special and exclusive early-bird discounts to reward their loyalty and create a community of such buyers, encouraging them to make repeat purchases from your business.
Personalised Templates: Add a touch of personalisation to each conversation with your customers by tailoring your messages with our smartly crafted pre-made templates, and in turn, improving customer engagement.
Next-Generation shopping experience for your customers:
Catalogue Discovery: With the advanced features of the Engage product, you can showcase your products in a clear and user-friendly catalogue on WhatsApp. It makes scrolling through and discovering your offerings easier and more fun for the customers.
Automated Journey: Make your customer interactions more immersive with automated chat journeys that assist your prospects in finding products they love, conversing with them, and effortlessly guiding them through the shopping process.
Product Recommendations: Take advantage of our superior AI-powered personalised product recommendations, which create a customised shopping experience that makes customers feel like having a personal shopping assistant.
Instant Ordering: Eliminating a few steps from the purchasing process can go a long way. Instead of visiting your website, our instant ordering feature for WhatsApp Business enables your customers to buy products in just a few messages, making it as easy and convenient as chatting with a friend.
Customer support excellence to keep your buyers happy and satisfied:
Rapid Response: Instant replies impress almost anyone, and customers are no different. They love quick replies to their queries. So, implementing an AI-powered smart chatbot to reply instantly to commonly asked questions provides 24/7 customer support and keeps your customers smiling. Buyers are also able to make faster purchase decisions as they get the answers immediately.
Zero Anxiety: Longer waiting times for responses equals anxiety. Customers want fast responses, and brands need to deliver to get those brownie points. Respond up to 20 times faster than traditional methods with our WhatsApp Business solution for eCommerce, alleviating customer stress and improving satisfaction rates.
All-Round Support: Stand for your customers like pillars when they need help from your team. With features of the Engage product, you can provide your customers with comprehensive assistance for pre-purchase inquiries, post-order questions, and returns/refunds, covering the entire customer journey.
Human Assistance: Machines are still not at a level where they can solve everything. Some complex issues need human intervention. Engage comes with a feature where you can efficiently filter and redirect complex inquiries to human agents when necessary, ensuring personalised resolution for challenging issues.
Data-driven decision-making for better performance:
Behavioural Analysis: You get a whole in-depth view of what’s going on with your customers. These insights are backed by rich data to identify high-RTO customers and help you tailor your strategies accordingly.
Order Risk Assessment: A new level is unlocked with risk assessment features of the Engage product, as you can utilise AI-powered prediction engines to flag risky orders before they’re shipped and minimise potential losses.
Address Quality Scoring: How many times have wrong or incomplete addresses become a major hurdle in making super fast and seamless deliveries? Shiprocket’s Engage lets you implement advanced address-scoring algorithms to spot bad addresses and missing information and champion those delivery success rates.
So, does all that make you want to integrate this powerful product, ‘Engage’ by Shiprocket, with your website? If so, let’s look at the easy steps to do it.
Steps to Integrate and Start Using Shiprocket Engage for eCommerce Operations
Getting started with Shiprocket Engage is a simple and straightforward process. You can integrate it with your eCommerce website by either connecting your shopping cart or using the API for custom websites. This integration involves only a few steps:
1. Sign Up and Set Up Account
2. Select a plan that suits your business needs. Shiprocket Engage offers various plans depending on the features required.
3. Complete your profile by filling in your business details, including your firm’s name, address, contact information, and GST details if applicable
For Shopping Carts:
- Log in to your Shiprocket panel and navigate to Setup & Manage > Channels.
- Click on “Add New Channel” and select your shopping cart platform.
- Follow the guided steps to complete the integration.
For API Integration:
- Go to the API section in your Shiprocket panel settings.
- Make an API user ID by entering an email and password.
- Generate the API credentials and tokens for each request.
Conclusion
Shiprocket Engage packs a punch when it comes to revolutionising your eCommerce game. With this nifty WhatsApp Business Solution, you’re not only at pace with the competition – you’re leaving them in the dust.
Want to streamline your communication? Check. Boost your customer experience? You got it. Tired of those pesky RTO rates eating into your profits? Shiprocket Engage has your back. And let’s not forget about driving that revenue growth. It’s all here, wrapped up in one powerful package.
From designing personalised marketing campaigns to making smart, data-driven decisions, Shiprocket Engage offers all you need to thrive in the world of digital commerce. It’s like having a 360-degree solution for your eCommerce business – versatile, reliable, and always there when you need it.
So, why not take the plunge and embrace the future of eCommerce communication? Give these Shiprocket Engage features a spin and watch the magic happen. Before you know it, you’ll be delivering knockout customer experiences and taking your online retail success to new heights.
