Using WhatsApp Business with MoEngage to grow revenue and customer engagement

By Ari Vivekanandarajah / June 6, 2022
Using WhatsApp Business with MoEngage to grow revenue

MoEngage is well known for providing businesses with tools that help them boost their revenues and increase the effectiveness of their marketing campaigns by improving customer engagement.

The brand is always developing and releasing new tools to support businesses in their quest to achieve their objectives, and their latest introduction is integration with WhatsApp Business. 

A crucial factor that encouraged MoEngage to introduce WhatsApp Business integration is the increasing popularity of mobile devices to purchase goods and services. 

In fact, according to their internal research, the company found that e-business-related searches on mobile devices increased by over 70% since 2019, and 59% of users reported that having the ability to shop on mobile was very important to them.

Combine the booming popularity of mobile devices and the powerful network of customers you can tap into with WhatsApp Business, and you’ve got an impactful tool to increase engagement with your customers—MoEngage has just made this much easier for you by introducing a WhatsApp Business integration.

So, what does this mean for your business, and how can you leverage this integration to build a loyal customer base and enjoy more profits? Let’s find out.

Why use WhatsApp Business in your engagement campaigns?

If you’re familiar with personal messaging and are not part of the Blue Bubble cult, you know that WhatsApp is the most popular messaging service in the world with over 2 billion active users—a vast playing field for businesses looking to expand their reach.

What’s more is that you can create authentic and lasting relationships with WhatsApp Business by directly connecting with your customers, especially those within the 15-45 age bracket—almost 500 million businesses across the world are already leveraging this unique capability of WhatsApp Business. 

Studies have shown that businesses can enjoy up to a 700% increase in the conversion rate by engaging with customers through WhatsApp. 

Another advantage of using WhatsApp Business is that it already offers a wide range of features that allow you to send automated responses to customer queries, add buttons and CTAs to your messages, and even set up broadcast messages that send out greetings to customers who have not engaged with your business for a set amount of time. Marry this with the powerful segmentation, testing, and automation capabilities of MoEngage and you have a recipe for success.

If you’re still unsure about using WhatsApp Business in your customer engagement campaigns, here’s some information about ERR metrics (Engagement, Retention, and Revenue) that can sway your decision.

Studies have shown that businesses that used WhatsApp Business saw an increase in:

  • Frequency of interaction
  • Number of repeat purchases
  • Number of new orders placed
  • Website traffic and app downloads
  • Daily, weekly and monthly active users
  • Customer lifecycle value and order value 

These increases coincided with dips in unsubscriptions and customer churn.

How to use WhatsApp Business on MoEngage

If you want to make the most of WhatsApp Business integration with MoEngage, here are a few steps you need to follow:

  • Choose the right audience

The success and failure of your customer engagement campaigns depend on how effective your targeting is. If there’s one thing that MoEngage is famed for, it’s the platform’s superior segmentation capabilities that allow you to pick and choose customer segments to tailor your digital marketing campaigns. 

For instance, you can use MoEngage’s flexible RFM models to segment your customers based on recency, frequency, and monetary metrics. And if you like to segment your target audiences based on their interests and preferences, you can do so with the platform’s Affinity Segmentation models. 

There’s an even more powerful segmentation option that allows you to categorise your audiences based on their probability to convert, become dormant, or churn. These segmentation features mean that you can target every niche customer segment with your WhatsApp messages.

  • Design an engaging customer journey and sprinkle some automation

Once you’ve identified the right audience, it opens an ocean of opportunities for you to create distinct customer journeys for each segment using MoEngage’s inbuilt journey builder. 

From onboarding journeys for new customers to re-engagement journeys for inactive customers, you can create optimised WhatsApp campaigns for each customer segment for maximum engagement.

Another excellent feature you can leverage in your WhatsApp user engagement campaigns is behaviour-based automation. This allows you to send out personalised WhatsApp messages whenever your customer performs a specific action pre-determined by you. 

For instance, if you’re an e-commerce business, you can set up automated messages to be delivered whenever your customer completes the checkout process.

  • Incorporate multiple marketing and communication channels into the customer journey

A major mistake many marketers make is using only a single marketing channel—mostly emails—to engage customers with offers, updates, and more. While this can be effective when used in restraint, when overused, this can lead to loss of engagement.

You can navigate through this issue and still cover all available touchpoints to engage with your customers by incorporating multiple marketing and communication channels throughout the customer journey. This is known as an omnichannel customer journey.

This is where Smart Triggers available on MoEngage come in. Instead of sending consecutive automated messages on WhatsApp, these triggers allow you to set up certain use cases and actions your customers take to send personalised messages through multiple channels like emails, push notifications, and in-app messages.

  • Test your customer engagement campaign 

Like the saying, practice makes you perfect, testing makes your WhatsApp engagement campaigns more effective, as it allows you to optimise them to ensure maximum engagement and improve your conversion rates.

You can create split tests or A/B tests on MoEngage to simultaneously run several campaigns with modifications to the attached media, text, CTAs, intent and nature of the messages, and more.

A nifty feature of MoEngage’s WhatsApp integration is that the platform can automate the A/B testing process and select the best performing versions of your messages, allowing you to have maximum impact.

Take your WhatsApp customer engagement campaigns to the next level with MoEngage

MoEngage has just added another string to its bow. 

With its WhatsApp Business integration and the range of powerful tools, you can now make your WhatsApp more engaging and fruitful.


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