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How to Use WhatsApp for Commerce

Overview

E-commerce sales are challenging due to the number of touchpoints a customer has, which can cause drop-offs at any stage. Usually, many steps are involved in finding a product and placing an order for it. The solution is to reduce the friction and improve the customer experience. By doing so, you’ll be able to increase your sales and other metrics that matter to your e-commerce business.

With WhatsApp for Commerce, you can bring all these steps together within the WhatsApp chat itself.

Customers can learn about your products, check out features, and complete transactions. With this feature, you can optimize important e-commerce metrics like engagement, abandoned carts, etc.

WhatsApp Product Message Types

There are two different types of WhatsApp product messages:

Single Product Message

Only one product per message, without any variant.

Multi Product Message

You can make your product catalog available to customers and automate the interaction when they contact you on WhatsApp. You are permitted up to 30 products in the catalog. Additionally, you can start the interaction from your end by sending a WhatsApp product message. For example:

Step One: Customers message you on your WhatsApp Business Account number to know more about your products.

How to Setup WhatsApp for Commerce

There are 5 steps in the process –

  • Create a Facebook product catalog and add products

  • Connect the product catalog to your Marketing Engine

  • Create Product Message templates

  • Build Automated Product Messaging

  • Monitor and optimize journeys based on sales data on FactCubes

Create a Facebook Product Catalog and Add Products

Before Getting Started

To configure the product catalog on Facebook, you need to have a Facebook Business Manager account. To create a Facebook Business Manager account, please refer to [Facebook’s Official Documentation]. Once your business manager account is created, you can create a product catalog in [Commerce Manager].

Adding Products to the Catalog

There are 2 ways to add products to the catalog:

In Meta's Commerce Manager, you can upload a .csv file that holds necessary information about products in tabular format.

Please refer to the [Official Guide] for the step-by-step instructions.

For automatic stock-keeping of your product inventory, you’ll have to link your Shopify store with your Facebook business account. Otherwise, if you opt for manual updates, you’ll have to update the product inventory on your own every time.

Connect a Product Catalog to your Marketing Engine

To connect a product catalog, take the following actions:

  1. Go to Settings, Integrations, Online Store

  1. Enter Facebook Business Account credentials to log in. Select the business page, along with a business catalog. Click Save once complete.

Create Product Message Templates

For more information on how to create a product message template, click the link below:

WhatsApp Product Message Templates

Monitor and Optimize Journeys with FactCubes Data

All data from WhatsApp for Commerce will be available to you on FactCubes. To view this data, click FactCubes on the home dashboard and then click Store. You’ll get access to important metrics on sales and customer behavior throughout the purchase journey.

Important Metrics Include:

View primary e-commerce sales metrics including- Total Sales, Total Orders, Average Order Value, Store Vistors, Visitors to Order Ration

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