Basic customer service operations over WhatsApp can be further simplified by customer service software . The software allows integration with WhatsApp accounts, control of all tickets and management of conversations in a single, unified platform.
2. The new product catalog and shopping cart functions
With commercial use in mind, WhatsApp has been adding new features to the platform over time to encourage better interaction between customers and the brand. Thanks to the product catalog, companies can present a sort of "showcase" of the products and services they offer. Customers can then select the items they want and go directly to the order via the shopping cart. This simplifies the sales and purchase process.
product catalog and shopping cart on WhatsApp Business
The product catalog and shopping cart on WhatsApp ( source )
The product catalog and shopping cart are not well known in Germany. 92% of WhatsApp users have never heard of them. Only 5% have already used the functions. We also asked non-users for their opinion on the functions: 42% think that the product catalog and shopping cart could be valuable.
On the other hand, WhatsApp users are worried that the store uses the chat to send italy telegram data advertising/spam (29%) and are concerned about the protection of their data, such as private information that they reveal in the chat (22%). A full 24% say that they see no disadvantages of the features.
In summary, it can be said that even if the functions are still unknown or are rarely used by shops in Germany, WhatsApp users are certainly interested in the product catalog and shopping cart. The functions are easy to set up and shops can market their products and services on a channel that their customers are also on. It is important that shops do not exploit the chats to send advertising. Shops are also advised not to ask for personal data for pre-orders. WhatsApp conversations should be kept informal and only a few details for pre-orders, such as the first name, should be accepted.
3. Pay on WhatsApp
Although money transfers via WhatsApp are not yet available in Germany, this digital payment method is already possible in India and Brazil . It cannot be ruled out that in the not too distant future payments via a simple message will also be possible in our country. What do WhatsApp users think of the payment function and would they use it?
Almost half of users (48%) would not use the payment function if it were available. However, 43% say they would try the function and 9% definitely want to use it. The main reasons for rejection are the preference for other payment methods (47%) and data security concerns (34%) when making payments via WhatsApp.
The age group between 26 and 35 shows the greatest interest in payments via WhatsApp. A full 70% would use or try out the function. The older WhatsApp users are, the less interested they are in the payment function.