The Changing Global Digital Landscape is Transforming Consumer Behaviour

• A total of 5.52 billion people around the world were using the internet at the start of October 2024
• 96.2 percent of the world’s internet users use a mobile phone
• Mobile phones now account for 56.9 percent of our online time, as well as 61.6 percent of the world’s web traffic.

source: Digital Around the World —DataReportal – Global Digital Insights

Increased digital (and mobile) penetration has diminished the average consumer’s attention span to a mere 8 seconds. This means we expect instant results now more than ever. We are all being fundamentally reprogrammed to expect information fast and easy.

Naturally, businesses do not just need to mindfully design their communication strategies. They need to reach users at the right time, on the right channels, in the way they expect.

And this is exactly what WhatsApp Flows help businesses accomplish. By ensuring every interaction is streamlined and friction free for the users.

Introducing WhatsApp Flows – The Catalyst Fuelling Instant Results

WhatsApp Flows is a feature that helps brands build structured interactions for business messaging. With Flows, businesses can define, configure, and customize messages with rich interactions that give more structure and intuitiveness in the way they communicate with users.

You can use Flows to seamlessly generate leads, recommend products, get appointments booked, gather feedback, and much more by designing structured in thread experiences that help customers get things done easy, fast and friction-free. From a single interaction to end-to-end journeys across the lifecycle – WhatsApp flows enable communication that is more natural and/or comfortable for your users, thereby enhancing experience.

From product enquiry to appointment booking to reactivation, integrate Flows with your messaging templates to seamlessly guide users through the entire conversion journey and witness your conversions skyrocket!

Why Should Brands Leverage WhatsApp Flows

If you are a business with digital presence, chances are that you are already using WhatsApp Business Messaging. But, struggling with high drop-offs when redirecting users out of the chat interface to your website. Flows lets you create and deliver customised journeys on WhatsApp without requiring users to leave the chat interface for journey completion, empowering you to turn each conversation into a sale.

WhatsApp flows is your sure shot way to:

Optimised Lead Capturing and Qualification

By enabling automated end-to-end journey completion directly in the chat, Flows lets businesses gather lead details, seamlessly qualify them and move them further into the conversion funnel in just a few steps. Whether it is product enquiry, appointment booking or pre-approved loan disbursal guide your users to the desired action while delivering stellar experiences.

Enhanced Support Efficiency

Flows helps automate service responses for recurring, simple user queries and lets live agents focus on resolving more complex case that require personalised solutions. The round the clock availability of flows integrated with automated chatbots improves accessibility, reduces manual intervention and response time, and enhances overall support efficiency.

Increased Customer Engagement

Flows offers an intuitive and friction-free experience to users. Enabling personalised and quick one-on-one interaction, with timely query resolution, it delivers a superior and intuitive experience that drives higher engagement.

Higher ROI

Low drop-offs, increased engagement, personalized recommendations, and prompt customer support enhances customer satisfaction and brand trust, leading to lower chat-to-conversion drop-offs and higher returns on marketing spends.

Cost-Effective

By improving key business metrics like engagement rate, customer satisfaction, ROI on marketing spends, conversions and more, all through a single low-cost platform, WhatsApp flows prove to be highly cost effective enabling businesses to do more with less.

WhatsApp Flows Use Cases Across the Entire Customer Lifecycle

Lead Collection

Brands can instantly gather necessary first party lead details like name, gender, city, pin code and more by leveraging WhatsApp Flows. Flows typically witness higher completion rates and lower drop offs when compared to other methods of lead collection like pop-ups, emails, sign-up/log in pages, etc. due to its intuitive and non intrusive nature.

Lead Verification

Businesses (especially BFSIs) must verify leads before users can purchase any of the services/products to adhere to government regulations and minimise risks.

For example, a BFSI company offering personal loans and/or credit cards must mandatorily collect and verify critical details like PAN details, address, employment details, and more. They can also include the e-KYC process initiation within the same flow to make the experience event smoother. These processes are typically lengthy and involve many steps leading to higher drop  offs.

Flows makes it quick and easy for the user to initiate and complete these critical actions and enables businesses to verify as well as onboard users within the same chat interface.

Event Registrations

Events usually bring in a high inflow of users. Instead of re-directing users to a website or app, brands can leverage WhatsApp Flows to handle registrations. Through an automated flow, participants can get event details, register for it, receive tickets/passes and reminders, within a single interface. This enhances the overall registration experience for users and increases registration likelihood.

Appointment Scheduling

Existing appointment scheduling process (even on WhatsApp) is highly friction laden. Potential customers are redirected either to a mobile/app or calendar-based experience to complete their appointment booking, resulting in 92% abandonment rate.

Healthcare providers can streamline appointment scheduling and rescheduling experience for users with interactive WhatsApp Flows journeys. Reduce no-shows and enhance experience.

Customer Support

WhatsApp Flows prove highly effective when integrated with customer support systems.

For instance, periodic and festive sales are high traffic periods for online retailers. Coupled with high volumes of service/support queries, managing promotions and customer support manually often proves to be costly and inefficient. Online retailers can leverage Flows to automate recurring queries for quick resolution and enable live agents to focus on more complex requests facilitating optimised efficiency and enhanced customer experience.

Feedback Collection

Flows simplifies it for customers to share post-purchase, event experience and customer service feedback by facilitating feedback collection.

For instance, online travel aggregators can add a post-purchase feedback survey in their flow journey and set it to trigger as soon as a customer completes booking. By letting customers provide feedback instantly, businesses can increase the volume of feedback collected, gather richer insights, and make timely, data-driven optimisations.

Reactivation

When used creatively, a single WhatsApp Flows journey can reactivate dormant users, nudge them to make purchases and update customer database.

For example, online retailers have a large pool of dormant users that they can reactivate through various campaigns. These customers typically have more than one address added to their profiles. Brands can design flows journeys that reactivate dormant users and update their profile data at the same time.

Transform Your Customer Interactions on WhatsApp with Karix

Karix enables brands to effortlessly create WhatsApp chat experiences with Flows so users can complete any defined action without having to leave the WA interface. Deliver stellar experiences that drives higher ROI with a small change in your WhatsApp Business Strategy with Karix:

• User Friendly Interface: With an intuitive and easy to use interface, Karix enables the seamless development, deployment and customisation of WhatsApp Flows journeys across the entire customer lifecycle.
• Flows for Every Use Case: From awareness, lead collection to lead qualification, driving purchases to post purchase feedback collection and reactivation – Karix’s robust platform offers the capability to create flows for any use case your business requires across the funnel.
• Comprehensive Reporting Dashboard: Karix’s robust reporting dashboard provides granular messaging analytics (delivery rate, read rate, response time, etc.), and Flows performance metrics (completion rate, drop-off rate, drop-off point, etc.), engagement rate, conversion rate, and more. By facilitating data collection and analysis in real-time, Karix’s reporting capabilities enable businesses to make timely data-driven decisions, enhance customer experience, improve campaign performance, and increase ROI.

Conclusion

WhatsApp Flows is a simple yet powerful feature of the WhatsApp Business Messaging Platform that empowers businesses to take messaging campaigns to the next level by making in-thread conversations seamless, structured and intuitive. With the capability to deliver seamless and stellar experiences to customers across the entire lifecycle, WhatsApp Flows is an indispensable tool to optimise messaging campaign performance and ROI.

Want to know how you can leverage WhatsApp Flows to level-up your marketing messaging game for superior experience delivery that delivers? Visit www.karix.com or write to us on marketing@karix.com to book a strategy session.