Create WhatsApp flows with ShopKey

WhatsApp Business Platform is introducing an intriguing addition to its offerings: WhatsApp Flows. But what is it and what can you do with it? Let’s delve into it!

In today’s fast-moving digital world, businesses are always looking for fresh ways to connect with customers. WhatsApp Flows offers a cool new way to give your customers a special experience. But what exactly is WhatsApp Flows?

Let’s break it down with this image –

In this blog :

1. What are WhatsApp Flows?
2. Key Features of Using WhatsApp Flows.
3. Different Use-Cases of WhatsApp Flows for Your Business.
4. Impact of WhatsApp on Your Business.
5. How to start using WhatsApp Flows?
6. Conclusion
7. FAQs

1. What are WhatsApp Flows?

WhatsApp Flows enables brands to create various flows to help customers accomplish tasks more efficiently on WhatsApp. It provides brands with greater flexibility and functionality through customizable building blocks, allowing them to offer the most relevant experiences to their customers.

One major advantage of Flows is that it reduces the likelihood of customers bouncing off. Often, customers start engaging on WhatsApp but stop responding after a few messages. This can occur due to links that take users out of WhatsApp or lengthy message threads, leading to a frustrating user experience.

For instance, imagine a customer receiving a message about a tempting loyalty program from their favorite food delivery app. The message includes a “sign up” button, but when the customer clicks it, they are taken to a separate page that doesn’t load properly. This disappointment can cause the customer to drop off, resulting in a missed opportunity for the brand to gain new members.

Now, brands can create forms for various use cases such as sign-ups, appointment bookings, lead generation, logins, account management flows, and surveys directly on WhatsApp. Customers can interact with brands in a structured manner, similar to how they would on an app. Flows significantly enhance the customer experience on WhatsApp by allowing them to complete processes seamlessly, almost as if using an app.

Flows can assist brands in enhancing customer experience at every stage of the consumer journey. For instance, during the discovery stage, brands can use it for lead generation through Click-to-Chat Ads, which is more effective than static lead generation forms on websites. Similarly, during the consideration stage, it can be used for appointment bookings or obtaining quotes for a product or service. At the purchase and service stage, brands can utilize it for accessing order history and gathering customer feedback. While these are some initial use cases, there is vast potential to implement various other use cases through Flows.

2. Key Features of using WhatsApp Flows

WhatsApp Flows stands out due to its flexibility and adaptability, allowing you to craft user-centric interactions. Here are some of its key features:

1. Interactive Screens — WhatsApp Flows revolve around screens, which serve as the interactive pages users navigate. Beginning with the initial screen after tapping a Call-to-Action (CTA), customers can progress through a series of screens, each designed for specific interactions, until the flow reaches its conclusion.

2. Layouts — Layouts establish a coherent structure, ensuring that components are neatly organized and user-friendly. They dictate how components are displayed within a Flow, enhancing the overall user experience.

3. Dynamic Components — Components serve as the fundamental elements of every Flow, serving dual functions of presenting information and collecting user input.

• Display Components: These engage users through a blend of text, images, and embedded links, effectively conveying information.
• Input Components: These are pivotal for facilitating two-way interactions. Users can input responses via Text Inputs, select from predetermined options using Dropdowns, Checkboxes, or Radio Buttons, provide consent through Opt-ins, and even choose dates using Date Pickers.

4. Versatile Integration — WhatsApp Flows isn’t constrained to a single message type. Whether it’s reaching out proactively through Business Initiated Messages, engaging in regular interactions, or triggered as part of a chatbot flow, WhatsApp Flows ensures that every conversation is both efficient and engaging.

5. Maximum number of components and screens — You can add up to 8 components on every screen. A multiple-choice question is considered one component, regardless of the number of choices.

The maximum number of screens per WhatsApp Flow is also 8.

3. Different Use-Cases of WhatsApp Flows for Your Business

ShopKey — WhatsApp Business API Platform aims to offer a comprehensive conversational commerce experience, facilitating the transformation of conversations into conversions. With the introduction of WhatsApp Business Flows and payments on WhatsApp, this end-to-end experience will be fully realized. WhatsApp Flows will play a crucial role in boosting sales and fostering customer loyalty, simplifying scheduling processes, and assisting customers in making informed decisions.

Let’s explore the benefits this feature brings across various aspects of business:

1. Lead Generation — Brands can generate leads by creating a Flow that asks customers to provide their name and contact information to get an exclusive deal. Our powerful templates integrate seamlessly with your favorite business tools, making them the ultimate tool for capturing valuable leads effortlessly.

Once ShopKey generates the lead, you can deposit it into your CRM using WhatsApp Flows, such as ZOHO CRM. Allowing you to control your leads and attribute the source of your marketing efforts for seamless intercommunication.

2. Customer service and feedback — WhatsApp Flows can serve as a valuable tool for providing support and gathering customer feedback. For instance, brands can create a Flow that prompts customers to rate their satisfaction with a product or service after making a purchase. Additionally, Flows can be utilized to collect feedback on specific features or aspects of the business.

3. Offering quotes — Insurance companies can harness WhatsApp Flows to simplify the process of providing insurance quotes to prospective customers. Through the integration of a Flow into their WhatsApp Business account, insurance companies can lead customers through a series of organized steps, collecting pertinent information and presenting tailored quotes that align with their requirements.

4. Appointment booking — Brands can use Flows that enable customers to choose a preferred date and time for an appointment, followed by a confirmation message. Additionally, Flows can be utilized to gather supplementary information from customers, such as payment details or any special requests they may have.

5. Subscription renewals — Brands can enhance their WhatsApp Business platform by integrating a Flow, allowing them to reach out proactively to customers approaching their subscription renewal date. This proactive outreach includes reminders about the upcoming renewal and offers clear instructions for completing the process. Such a personalized and convenient approach can notably decrease customer churn and elevate retention rates, as customers value ease and tailored communication.

In a nutshell, here are some benefits for brands that incorporate Flows on WhatsApp-

• Improved Customer Experience
• Increased Customer Engagement
• Reduced Support costs
• Increased sales and Conversions
• Better customer retention

4. Impact of WhatsApp Flows on Your Business

Flows unlock the potential of WhatsApp as a dynamic platform for businesses spanning various industries. Its robust functionalities redefine customer interactions in profound ways.

Let’s explore the transformative benefits across distinct sectors:

eCommerce

• Personalized Shopping Experience: Customers can tailor products to their preferences and receive customized recommendations, ensuring a unique and tailored shopping journey.
• Real-time Order Management: Instant responses to product inquiries and order status inquiries build trust and reliability, enhancing customer satisfaction and reducing return rates.
• Feedback and After-sales Support: A seamless channel for customers to provide feedback, request returns, or seek support within the chat interface ensures ongoing engagement post-purchase, delivering a frictionless customer experience.

Event Management

• Seamless Registration Process: Simplify event registration without external forms or websites, offering attendees a hassle-free booking experience.
• Engagement and Updates: Automated reminders and notifications keep attendees updated on event details, changes, and crucial information, fostering engagement and anticipation.
• Feedback Collection: Gather valuable insights and feedback post-event to enhance future event planning and execution.

Restaurants

• Instant Table Booking: Eliminate the need for phone calls or third-party platforms by allowing customers to book, modify, or cancel reservations directly through chat. Enable them to specify special dining requests or dietary restrictions in advance for a seamless dining experience.

Healthcare

• Booking Appointments: Say goodbye to the hassles of traditional phone calls or navigating complex online portals. With WhatsApp Flows, patients can seamlessly book their consultations directly through chat. Enjoy immediate confirmations, offering patients instant reassurance regarding the date and time of their appointments.

5. How to start using WhatsApp Flows?

Suppose your brand already has a WhatsApp Business API (WABA) featuring business-initiated messages. In that case, you have the opportunity to collaborate with a Business Service Provider like ShopKey to create Flows. We recommend commencing with straightforward and concise Flows initially, typically consisting of 2–3 screens, tailored for simple use cases such as lead generation. As the effectiveness of these Flows becomes evident, you can gradually expand to incorporate additional use cases, maximizing the impact of your WhatsApp business interactions.

WhatsApp Flows is set to transform the landscape of customer engagement for brands, enabling them to get more done with their customers without ever leaving the messaging channel. At ShopKey, we’re here to help you leverage the power of WhatsApp Flows to create delightful experiences for your customers. With our extensive experience in working with Flows for numerous brands, we can tailor the perfect Flows solution for your specific use case. Reach out to us today and let the conversations flow seamlessly with Flows!

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6. Conclusion

WhatsApp Flows has hit the ground running, showcasing its immense potential to revolutionize business interactions. Even in its early stages, its versatility and capabilities are evident.

The advantages of WhatsApp Flows are clear: businesses can engage customers dynamically, collect vital data seamlessly, and deliver personalized experiences — all within the world’s most popular messaging platform. By integrating interactive tools directly into chats, Flows reduces distractions and friction, resulting in more efficient interactions.

As we continue to explore WhatsApp Flows across various industries, we’ll uncover even more ways businesses can leverage its power to meet their specific needs. Stay tuned for detailed insights tailored to different sectors.

For business owners and stakeholders, now is the perfect time to explore how WhatsApp Flows can enhance your customer engagement strategy. Don’t just watch from the sidelines; join the movement and embrace the Flow!

Further Reading

Are you interested in learning how WhatsApp can benefit your business? Read these articles to find out:

• WhatsApp Business API: The Ultimate Guide to WhatsApp API [August 2023]
• WhatsApp’s New Conversation-Based Pricing: Effective from June 2023
• Is having the WhatsApp Green Tick a requirement for using WhatsApp API?

Some questions you may have regarding WhatsApp Flows

Q: What are WhatsApp Flows?

WhatsApp Flows is an interactive feature for WhatsApp Business API users. It enables businesses to create automated conversation pathways within the app, streamlining customer interactions. Key elements include customizable screens for user navigation, dynamic components for information display and user input, and adaptability across different message types.

Q: What are the requirements for using WhatsApp Flows?

To use WhatsApp Flows, businesses need an active, verified account on the WhatsApp Business API platform. Creation and management of Flows are facilitated through WhatsApp Manager.

Q: What can be built with WhatsApp Flows?

WhatsApp Flows can be used for diverse purposes, including lead generation, appointment booking, sign-ups, customer support, and feedback collection, enhancing business-client interaction.

Q: What Are the Key Benefits of WhatsApp Flows?

Key benefits of WhatsApp Flows include instant customer interaction, personalized experiences based on user input, efficient data gathering for customer support, and streamlined engagement processes.

Q: How is a WhatsApp Flow created from scratch?

To create a WhatsApp Flow, utilize the drag-and-drop builder in WhatsApp Manager. This allows adding and customizing screens and components to tailor the flow as needed.

Q: How does WhatsApp Flows Pricing work?

Flow conversations are counted under the existing pricing model — based on the number of conversations.

Q: Which businesses can use Flows?

WhatsApp Flows is ideal for businesses using the WhatsApp Business API, suitable for various industries like e-commerce and services, aiming to enhance customer interaction through an interactive chat experience.

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