Friction simply refers italy whatsapp number data
to any obstacles that may make it hard or inconvenient for customers to complete a purchase. Consider the reasons that you yourself have likely abandoned carts in the past: Was there a confusing or complicated checkout process? A last-minute, unexpected additional cost? A prohibitively long shipping time or expense? All of these instances of friction (and more) can easily pivot your customer’s attention and intent-to-purchase elsewhere.
Strikingly, research suggests that 99% of e-commerce sites have at least five friction points — all of which can begin to chip away at a customer’s willingness to buy.3 Thankfully, there are a number of best practices that businesses can adopt via the WhatsApp Business Platform in order to mitigate the effects of friction on their customers.
Why WhatsApp?
Business messaging the power of email campaigns for generation
channels continue to see a rising tide of popularity among both marketers and customers alike. And while carefully engaging customers who abandon their carts with targeted follow-up messages is hardly a novel idea, the power of messaging platforms allows you to take these approaches to the next level — especially one as robust as WhatsApp.
Consider that, with over 2 billion users worldwide,4 WhatsApp didn’t just change users’ expectations for engaging with family, friends, and colleagues, but the brands they do business with. Engaging customers where they’re most comfortable can certainly have its benefits: WhatsApp messages boast an impressive 99% open rate, which towers over even its closest competitors, such as email’s 20% open rate.5
Balking at delivery/other hidden fees
One study found that egypt data extra costs are the top reason customers report abandoning their cart — 55% of shoppers report having done so.6
While you should always make an effort to ensure that any additional costs are clearly and transparently conveyed to the customer throughout the purchase process, if customers still balk at shipping fees, you do have some options. The WhatsApp Business Platform can provide a nudging message to a customer who abandons their cart — perhaps with an offer for free shipping to first time customers — to bring them back into the fold.
Another option may be to provide some cross-sell suggestions the customer could add to their cart to reach a free shipping price threshold.