For better growth of your business, it has become very important to use advanced marketing tools because maintaining customer presence is an important function for business, for which it is important to maintain an active and attractive online presence. However, many websites and apps face common problems that hamper their performance and user experience. Due to which customer interest and product sales start decreasing.
Through this blog, we will try to tell you how WhatsApp Business API powered by Vertex suite provides comprehensive solutions to overcome common problems in websites and apps and improves customer reach by using new marketing tools in your business growth.
Section 1: The Current State of Websites and Apps
Websites:
1. Global Numbers: There are 1.1 billion websites globally. Despite this massive number, only 18% are active, which means that a significant 82% are inactive. This inactivity points to various underlying issues that need addressing.
2. Creation Rates: Websites are created at an impressive rate of 2.5 lakhs (250,000) per day and 10.5k every hour, indicating the continuous growth and potential in the digital space.
3. E-commerce Dominance: A notable 66% of these websites are e-commerce sites, emphasizing the importance of online retail and the need for optimized performance in this sector.
Apps:
1. Global Numbers: There are 8.93 million mobile apps globally, with 64% being active and 36% inactive. This activity ratio shows that while many apps are live, a significant portion fails to maintain engagement.
2. Creation Rates: Apps are created at a rate of 4,500 per day and 187 every hour, reflecting the fast-paced innovation in the mobile space.
3. App Stores and Device Penetration: There are 300 app stores globally, with an average of 80 apps per mobile device. This diversity and penetration underscore the competition and the need for apps to stand out and perform well.
Section 2: Common Issues Faced by Websites and Apps
Websites:
1. Click-through Rate (CTR): The average click-through rate is a low 4.23%, indicating that users are not engaging with the content or calls to action as expected.
2. Bad UI/UX: A staggering 80% of websites suffer from poor user interface and user experience design, which can frustrate users and drive them away.
3. Bounce Rate: The average bounce rate is high at 45.68%, meaning nearly half of the visitors leave the site after viewing just one page.
4. Time to be Interactive: Websites take an average of 6.5 seconds to become interactive, which is significantly slow and can lead to user abandonment.
5. Conversion Rate: The conversion rate stands at a low 2.5%, indicating difficulties in turning visitors into customers or leads.
Apps:
User Engagement and Performance: Similar to websites, apps struggle with maintaining user engagement and optimizing performance, which are critical for retaining users and achieving business goals.
Section 3: Solutions Offered by Vertex Suite and WhatsApp Business API
1. Improving Click-Through Rates:
--> Original Issue: Low click-through rates of 4.23% indicate poor engagement with content and calls to action.
--> Solution: WhatsApp Business API can significantly boost click-through rates from 6.30% to 60% by using personalized messages and interactive features. These messages resonate more with users, prompting them to take action.
2. Enhancing UI/UX:
--> Original Issue: 80% of websites suffer from bad UI/UX, leading to frustrated users and high bounce rates.
--> Solution: Vertex Suite provides intuitive design templates and user experience enhancements. By improving the design and usability of websites, users find it easier and more enjoyable to navigate, increasing their likelihood of staying and engaging with the content.
3. Reducing Bounce Rates:
--> Original Issue: High bounce rate of 45.68% suggests that visitors are not finding what they need or are quickly discouraged by the website.
--> Solution: Vertex Suite offers tools and features that keep visitors engaged. For instance, interactive elements, engaging content, and streamlined navigation help reduce bounce rates by making the website more appealing and user-friendly.
4. Optimizing Interaction Time:
--> Original Issue: Websites take an average of 6.5 seconds to become interactive, which is too slow for the fast-paced expectations of users today.
--> Solution: WhatsApp Business API reduces response times to 800 milliseconds. This near-instantaneous interaction keeps users engaged and prevents frustration, enhancing overall user satisfaction.
5. Boosting Conversion Rates:
--> Original Issue: Low conversion rate of 2.5% means that most visitors do not complete desired actions such as making a purchase or filling out a form.
--> Solution: Vertex Suite facilitates smoother customer journeys, leading to higher sales conversions. Features such as streamlined checkout processes, personalized recommendations, and efficient customer support contribute to higher conversion rates.
6. Reducing Customer Acquisition Costs:
--> Original Issue: High customer acquisition cost of ₹620 per customer is unsustainable for many businesses.
--> Solution: Integration with WhatsApp reduces acquisition costs to ₹30 per customer. Direct messaging and targeted marketing campaigns through WhatsApp are more cost-effective and efficient, lowering the overall acquisition cost.
7. Increasing Average Retention Rates:
--> Original Issue: Poor retention rates mean that users do not return after their initial visit.
--> Solution: WhatsApp Business API improves retention rates from 20% to 65% by providing continuous engagement through timely updates, reminders, and customer support. This ongoing interaction keeps users coming back, building loyalty.
8. Optimizing Cash on Delivery:
--> Original Issue: 72% reliance on cash on delivery can be problematic due to handling and security issues.
--> Solution: WhatsApp Business API reduces this reliance to 20% by offering alternative payment solutions and real-time confirmations. This diversification of payment options makes transactions smoother and more secure.
9. Minimizing Returns to Origin:
--> Original Issue: High return to origin rates at 35% indicate dissatisfaction with products or delivery issues.
--> Solution: Improved communication through WhatsApp reduces return rates to 18% by providing proactive customer support and clarification of product details. This ensures that customers are satisfied with their purchases, reducing the likelihood of returns.
Section 4: Success Stories and Case Studies
Company: XYZ Retail
Background:
XYZ Retail, a company, wanted to enhance its e-commerce platform by enhancing customer engagement and support systems to improve the shopping experience of its customers. To achieve these goals, they integrated their e-commerce platform with Vertex Suite’s WhatsApp Business API.
Implementation:
XYZ Retail used Vertex Suite to automate customer interactions, manage inquiries, and provide personalized support via WhatsApp. The integration allowed them to leverage WhatsApp’s extensive use for instant communication and Vertex Suite’s advanced CRM capabilities.
Outcomes:
1. Improved User Engagement:
Before: Customers previously received answers to questions related to their services or product purchases through traditional email and call support, which often resulted in delays.
After: With the WhatsApp Business API, response times were reduced by 60%, allowing businesses to see better customer engagement. Customers appreciated the quick, convenient interaction channels.
2. Increased customer satisfaction:
Before: Customer satisfaction scores were moderate, with frequent complaints about slow service.
After: The integration resulted in a 40% increase in customer satisfaction scores. Automated responses answered common questions quickly, and live agents handled more complex issues efficiently.
3. Overall business performance:
Before: The support team struggled to manage when the system reached a high volume of inquiries.
After: XYZ Retail saw a 25% increase in sales and a 20% increase in customer retention rates. Vertex Suite’s analytics provided insights into customer behavior, enabling targeted marketing and personalized offers.
Statistics:
I. Response Time Reduction: 60%
II. Customer Satisfaction Increase: 40%
III. Sales Growth: 25%
IV. Customer Retention Improvement: 20%
Conclusion:
ABC Retail’s success story demonstrates the tangible benefits of integrating Vertex Suite with WhatsApp Business API. By enhancing user engagement, improving customer satisfaction, and driving overall business performance, this integration proves to be a game-changer for businesses aiming to elevate their customer service experience.
