WhatsApp is taking the eCommerce world by storm. Its business avatar has aided many online retailers and SMEs in enhancing customer experience. Take, for example, Adidas. The giant omnichannel retail company leveraged WhatsApp’s popularity among athletes and coaches to drive sales efforts unconventionally.
Just like marketing is vital for customer acquisition, a business has to implement an effective shipping and post-purchase strategy for customer retention. It requires the expertise of leading shipping software, like ClickPost, to curate an excellent shopping experience from pre-dispatch to post-dispatch.
If you are someone wishing to uplift your brand’s post-purchase experience alongside propelling customer satisfaction rate, then ClickPost+WhatsApp is the recipe you need. This article will discuss how to bring the best out-of-order (or shipping) notifications with ClickPost and WhatsApp.
The Growth of WhatsApp API for eCommerce Business
In 2018, Meta (formerly Facebook Inc.) designed the WhatsApp Business app and WhatsApp API for companies to communicate with customers on a personal level. This was done with the intention of gauging and instilling purchasing intent.
Though the WhatsApp app version is conducive to conducting marketing, promotional, and support activities, it is limited to a small scale. For medium to large eCommerce enterprises, using the WhatsApp API provides a well-rounded solution.
The WhatsApp API has two categories: On-premise API and cloud-based API. The on-premise API solution hosts the API in your server or with a third-party solution provider. One downside of the API is that it lacks a front-end interface.
So, most companies take recourse with business solution providers for operational efficiency, user interface availability, and integration optimization.
WhatsApp Business for Notifications and Alerts
Besides promoting marketing efforts like promotional messaging, WhatsApp’s API utility includes logistics and customer support communication. Of the 50 million businesses using WhatsApp Business API or the app, a significant chunk do so to optimize post-purchase customer engagement.
In fact, a study by AiSensy found that 54% of global customers contact businesses on WhatsApp for delivery tracking notifications. WhatsApp chat has therefore become the primary mode of notifying customers about their order status, including returns and unexpected shipping delays.
It is beneficial to eCommerce companies to partner with an established gateway to streamline their post-purchase efforts. However, choosing a shipping software that acts as a WhatsApp gateway for shipping notifications is even better.
Below we will introduce you to one such logistics SaaS solution with dual mastery in shipment tracking and WhatsApp API solutions, ClickPost.
ClickPost: The Foremost Channel for WhatsApp API Integration
ClickPost is a multi-carrier shipping software that is integrated with over 300+ carrier companies like FedEx, UPS, DHL, Aramex, and Canada Post. Its well-rounded and ML-enabled technology enables eCommerce retailers to streamline multiple shipping functions simultaneously.
A couple of examples are: automating carrier allocation on flexible brand rules, running a self-service returns portal, and generating shipping labels. However, what makes ClickPost a foremost channel for WhatsApp order notifications is its elaborate API network and comprehensive tracking ability.
What Makes ClickPost an Ideal Partner for WhatsApp-based Shipping Notifications?
ClickPost delivers on all points expected of a well-rounded shipment tracking software. It uses both Push and Pull API as well as webhook. By utilizing API polling, it collects real-time data from any carrier and displays the same to retailers on its multi-functional shipping dashboard. Here retailers can monitor every shipment, from their dispatch to final delivery.
Likewise, its webhook integration brings in shipment status whenever it is recorded in the host server. eCommerce merchants who prefer webhook over API polling are at an advantage with ClickPost. They can channel the integrated tracking capacity of the software without wasting any resources.
ClickPost is a pre-built program for integrating with WhatsApp business solution providers. With ClickPost, eCommerce brands can create a meticulous approach to lower their ‘where is my order’ calls.
With real-time tracking information trickling, retailers can send order status alerts to customers on time. All of this without hiring any third-party SaaS vendor.
5 Use Cases of Using WhatsApp with ClickPost
As mentioned before, our article informs you of ways to better your logistics communication with customers over WhatsApp. ClickPost, as a shipping software, works best for notifying customers about their order details, shipment journey at every milestone, and shipping expectations.
Here are the use cases of using ClickPost for WhatsApp API:
1) Get WhatsApp API with Pre-Integrated Getaways
It is beneficial for businesses to opt for an omnichannel integration approach with WhatsApp gateways. This is especially true for businesses using the WhatsApp On-Premise API. Retailers can rely on the expertise of specialized WhatsApp Business solution providers like AiSensy or Yellow.ai.
By doing so, they get access to a centralized database, contact synchronization, pre-approved message templates, chatbot features, etc. More importantly, retailers can spare resources that would otherwise be spent on building a custom user interface, as WhatsApp API is devoid of a native UI.
However, these software are not logistics players. They have to rely on shipping software or carrier databases to extract tracking data. Without a seamless system in place, the notifications are often delayed or their accuracy lost.
To solve this dilemma, ClickPost comes pre-integrated with a number of WhatsApp API gateways. Notable ones include yellow.ai, Wati, Kaleyra, Verloop, Freshchat, Haptik, Limechat, Gupshup, and Infobip.
Retailers no longer have to bear the brunt and confusion of the WhatsApp API integration process. Everything is pre-installed and ready to be used with ClickPost. All that is required from your end is to select the communication gateway of your choice and state the message template. The rest is automated.
2) Streamline Order Tracking Notifications in Real-Time
ClickPost operates with transactional WhatsApp messages that are business initiated and require customer opt-in and a predefined template. These are not promotional or customer support messages. The goal here is to notify customers of important alerts and updates in an automated fashion.
Order or shipping alerts are a prime category in transactional messages, which alternately are the lifeline of post-purchase engagement. Therefore, it is absolutely critical that retailers nail this one to drive customer support and loyalty.
In this regard, ClickPost already has its tracking API framework in place that collects shipment updates and pushes them to our dashboard. It then prompts these updates to shoppers on WhatsApp chat with the order tracking link and message template. The template is designed to be personalized at two levels: for individual consumers and carriers.
3) Optimize Unfulfilled Deliveries on WhatsApp
eCommerce shipping is a precarious business. There are chances that a shipment after dispatch is returned back to the warehouse due to failed deliveries.
SMEs upscaling their operations are most vulnerable to these scenarios we term as a return to origin (RTO). There can be many reasons, from customer unavailability and incorrect address to a wrong phone number.
Similarly, there may be shipping delays caused by unplanned routes, long lead times during dispatch, weather conditions, etc. Both RTO and NDRs are severe burdens on retailers. NRDs are reports that a carrier makes in cases where the delivery agents are unable to fulfill delivery. NDR is the last stage before a shipment is returned.
In cases of any shipping experience, businesses not only do they lose their revenue but also customer trust. In fact, some eCommerce reports suggest that 7 out of 10 customers refuse to continue engagement with a brand after one bad experience. There it is absolutely critical that retailers maintain consistent shipping excellence.
This is where ClickPost’s NDR journey module, consisting of stringent monitoring and an on-time communication system, comes into place. As soon as it captures a failed delivery alert from any carrier, it triggers an appropriate transactional template on WhatsApp for the customer.
First, it informs the customer that their delivery agent encountered issues such as their inability to contact the customer or find the right address. Second, it sends a form link embedded in the message to collect the correct information from the shopper in accordance with the reason.
Once it receives a customer response, ClickPost updates it with the carrier for the next delivery attempt. It also has a system in place that triggers another stream of notifications to shoppers in case of second or third delivery attempts. Therefore, partnering with ClickPost can greatly reduce the chances of failed deliveries and RTO with the assistance of WhatsApp.
4) Enhance Returns and Exchange Status Notifications
Much like the automated notification messages for the forward journey, ClickPost builds templates to alert customers on returns. In fact, it has a comprehensive communication system built for optimizing product returns for eCommerce retailers. And WhatsApp acts as the foremost channel for notifying customers, given its exceptional 99% open rate.
Shopify merchants, Amazon vendors, and omnichannel eCommerce store owners can streamline their returns notifications with ClickPost and WhatsApp. First of all, ClickPost’s robust tracking network trails return order pathways from pickup destinations to warehouses or merchant offices.
In each milestone, customers are alerted on WhatsApp about their order status. This ensures that they are kept in the loop with effective communication and are less anxious about a timely refund. Much like order tracking, returns notifications on WhatsApp bring brownie points for successful post-purchase customer engagement.
5) Automate and Whitelabel WhatsApp Messages
ClickPost’s WhatsApp API integration module is tailor-made for every business. This means businesses not wishing to bring in a third-party BSP can integrate with ClickPost’s native gateway.
It essentially means that ClickPost does not prompt third-party (pre-integrated) servers to trigger order notifications mentioning their names. WhatsApp follows a strict opt-in policy where customers consent to receive notifications from brands. The option of including the gateway name is a practice of transparency.
However, ClickPost offers an automated and white-labeled notification process for businesses wishing to feature their brand alone while adhering to WhatsApp’s customer safety policy.
The benefit of this service is that customers see a white-labeled message that their conversations with businesses are not controlled by a company unknown to them. This reinforces their trust that the conversation is initiated by the business they trust.
On a different note, ClickPost runs on automation. Once message templates are set by the brand along with their required customization, ClickPost automates the notification process. On the one hand, it requires minimal manual effort; on the other hand, the process remains consistent and accurate.
Key Benefits of ClickPost+WhatsApp Combo for eCommerce Businesses
ClickPost technology and support team ensures a smooth-sailing WhatsApp API integration for all eCommerce companies. This eliminates any stress retailers may have of initiating their WhatsApp notification journey. It has integrations with 10+ popular gateways for seamless collaboration.
There are many more benefits ClickPost offers to eCommerce businesses besides the integration process.
First, it builds a tracking portal based on brand identity and customizations. The portal displays not only in-depth tracking information but also personalized product recommendations. By embedding the URL link in the WhatsApp transactional messages, retailers can drive cross-selling too.
Second, it offers multi-language support making use of WhatsApp’s extensive library comprising over 60 languages. Brands can write their messages in different languages for specific customers, adding another layer to personalization.
Third, it critically analyzes the message delivery performance and builds detailed reports, complementing the ones companies can generate from WhatsApp. ClickPost and WhatsApp’s extensive analytics expands the scope of mapping successful and unsuccessful communications. Retailers can decide on their next course of action based on the results collected.
Fourth, it presents a single dashboard view of all WhatsApp messages so that store owners can monitor each recipient’s communication. ClickPost has the potential to make use of WhatsApp's generous multi-media features by embedding product images or GIFs in the notification alerts.
It can be said without a doubt that both customers and businesses are preferring WhatsApp’s conversational messaging mode. WhatsApp yields positive results in customer satisfaction and targeted marketing and is a reliable notification channel.
Like WhatsApp, ClickPost possesses the capacity to automate customer communications with customers on a large scale. Be it enterprises like Jockey or startups like Neeman’s, it is proficient in developing a streamlined WhatsApp channel accordingly and scaling them up.
With its order-tracking notification system, ClickPost helps businesses drive customer engagement and post-purchase satisfaction. Its overall service is well-equipped to handle all shipping functions. Its efficacy is proved by data-driven carrier allocation, order tracking, OTP-based order cancellation, and returns optimization.
1) What are the steps to integrate WhatsApp notifications with ClickPost?
The first step is to onboard with ClickPost for using the WhatsApp notification module. The second step is to select and integrate with a WhatsApp notification gateway from the pre-integrated gateways catalog. The third step is to create a WhatsApp notification template that would be forwarded to the customer.
2) How can online businesses use WhatsApp + ClickPost to track deliveries?
ClickPost offers both push and pull API and webhook for tracking. Once companies are onboarded with ClickPost and opt for the tracking module, it starts collecting shipment data across 300+ carriers. ClickPost then sends these tracking data as transactional WhatsApp messages to customers in an automated fashion. Retailers are in charge of the message template, and ClickPost customizes each of these for individual customers.