WhatsApp: 5 use-cases for Sales departments

Five use-cases where WhatsApp helps dealers to sell vehicles

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Go straight to: 

• #1 - WhatsApp CTA for lead generation
• #2 - WhatsApp channel switch
• #3 - WhatsApp video call and screen sharing
• #4 - WhatsApp promotional campaigns
• #5 - WhatsApp chats routed to the correct department and person

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Use Case #1 - WhatsApp CTAs for lead generation

Buyer journey : 🛒 Pre-Purchase

🔍 Description:

1. Consumer starts a WhatsApp conversation via a Call to Action (CTA) button containing a link, or a QR code that can be scanned from a mobile;
2. The WhatsApp chat is directly routed to a Sales advisor;
3. (Optional) Web1on1 chatbots and agents are available as backup (hybrid chat);
4. (Optional) The CTA target URL can be dynamic to automatically surface the nature of the customer's requirements, such as an interest in a used car.

🚀 Benefits:

• More leads generated on mobile devices (CTA buttons and QR codes have higher conversion rates than forms);
• Immediate, fast-paced and direct connection to dealers;
• Can be used for both Sales and Aftersales conversations.

🏎️ Examples:

a. CTA on a vehicle detail page

 

b. QR code on the homepage

 

c. CTA on the dealer locator - Chat is directly routed to the correct dealer

Additional content:

Help Center - WhatsApp links and QR codes

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Use Case #2 - WhatsApp channel switch

Buyer journey : 🛒 Pre-Purchase

🔍 Description:

1. Customer starts a live chat from the website and then switches to WhatsApp;
2. The conversation continues seamlessly for the Sales advisor or agent engaging with the customer.

🚀 Benefits:

• Prospect can continue and progress the conversation after a website visit;
• Sales advisor retains uninterrupted contact with their prospect to progress the engagement;
• More conversations, more leads;
• Lower barrier to connect on mobile.

🏎️ Example:

Tip - type 'F' to watch the video in full screen

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Use Case #3 - WhatsApp video call and screen sharing

Buyer journey : 🛒 Pre-Purchase / 🚗 Purchase

🔍 Description:

1. Customer connects on WhatsApp and requests a video or screen share; 
2. On the Web1on1 desktop app, the Sales advisor can share their screen, for example to help the visitor navigate the website or configure a car;
3. On the Web1on1 mobile browser app, the Sales advisor can share their phone camera while talking to the customer, for example to live showcase a car in the showroom.

🚀 Benefits:

• Instantly improve trust and emotional engagement;
• Handle inquiries, product and sales requests in a visual format;
• Tailor to the customer's needs with a live video or screen share, or a pre-recorded video.

🏎️ Example:

Tip - type 'F' to watch the video in full screen

 

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Use Case #4 - WhatsApp promotional campaigns

Buyer journey : 🛒 Pre-Purchase / 🚗 Purchase

🔍 Description:

1. Companies and brands can proactively send WhatsApp promotional messages to customers who have given marketing consent to receive them.
2. These non-transactional messages can be created in the Web1on1 app via a WhatsApp template.

 

🚀 Benefits:

• Innovative marketing / conversational commerce;
• High key performance indicators such as open or click-through rates;
• High attention in the lock screen.

🏎️ Examples:

1. Product updates: Price alerts, new model launch, stock availability update;
2. Tailored and personalized offers: Trade-in value coupon, check-out incentive, time-based discounts;
3. Seasonal offers and campaign-based promotions: Vehicle-specific service needs, upsells.

Additional content:

Meta - WhatsApp Message Template Guidelines

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Use Case #5 - WhatsApp chats routed to the correct department and person

Buyer journey : 🛒 Pre-Purchase / 🚗 Purchase

🔍 Description:

1. The WhatsApp Concierge Bot will add the correct location, department and brand to your customer contact data and use this information to route chats automatically to the right inbox in the Web1on1 platform.

2. (Optional) Direct routing based on the matching a visitor's sentence to sales or aftersales (see video below).

 

🚀 Benefits:

• Use only one WhatsApp Business account (number) with your whole dealership;
• Optimize your sales processes by allocating each WhatsApp chat to the correct team or advisor
• Efficient and user-friendly customer experience.

🏎️ Examples:

a. WhatsApp Concierge bot information collection (department, brand, location)
Tip - type 'F' to watch the video in full screen

 

b. (Optional) Direct routing based on sales match Sentence

Tip - type 'F' to watch the video in full screen

Additional content:

Help Center - Configure the WhatsApp Web1on1 Concierge bot