In retail,
30% of e-commerce orders experience missing items, which is the main reason users abandon their purchases and don’t return, negatively affecting sales and the profitability of the channel.
It’s no secret that the essence of retail has always relied on direct conversations between merchants and shoppers. Today, this conversation has mostly migrated to WhatsApp, a channel where consumers expect fast and personalized responses, seeking an experience as close to that of a physical store but in a more intimate digital environment. However, most retailers still fail to meet these expectations.
In response to this need, we present WhatsApp Pick&Chat by Instaleap, a feature designed to facilitate direct and real-time communication between key store actors (shoppers, drivers, support staff) and your customers, providing a memorable experience from the moment an order is received until it’s delivered.
In addition to building customer loyalty, with WhatsApp Pick&Chat you will be able to:
- Keep your customers informed about the status of their orders from receipt to delivery.
- Tailor your messages according to the operational model and add tags for ultra-personalization.
- Allow your customers to communicate with pickers, drivers, and support agents.
- Reduce cancellations and increase sales by offering real-time replacement suggestions.
Results in no time
Thanks to the use of WhatsApp, a daily tool for customers, we have managed to increase our communication rate with them by 72%, allowing for direct interaction with store personnel.
In a supermarket operation, replacements have increased by 26% due to the suggestions provided and the management carried out by the pickers. This effort has resulted in a 19% increase in effective replacement orders. Additionally, we have managed to reduce canceled orders by 6%, thus generating more revenue for the e-commerce operation
→ Discover how WhatsApp Pick&Chat can provide a memorable experience for your customers, reduce cancellations, and increase sales. Book a demo here to learn more
→ If you are already a Instaleap client, please contact your Customer Success Manager for more information.
