How to Set Up Proactive Messaging for Order Placement, Order Cancellation, and Cart Abandonment on Shopify
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Proactive Messaging is a way of reaching out to customers after they’ve established contact with a business. It is designed to stay “ahead” of customer needs and allows businesses to automatically re-engage customers. Relevant scenarios include sending offers or discount details to the customers or sending order or cancellation confirmations to users on Shopify, etc.
With Proactive Messaging, you can effectively set up WhatsApp campaigns for any e-commerce platform for your users. At Haptik, we set up this Proactive Messaging using Interakt. There are various perks of setting up WhatsApp campaigns on Interakt, and some of those are increased sales, better engagement with users, etc. You can read more about this in this blog
Who are these WhatsApp campaigns for?
These campaigns are set up for users who already have completed some transactions on your website. For example, if you are a Shopify merchant—that is, you run your business on Shopify—you can set up these campaigns for users who have completed some transactions on your Shopify website.
There are certain guidelines given by WhatsApp for setting up these campaigns:
- You cannot send engagement messages to someone who is not your customer.
- The users to whom you will be sending these messages should have accepted your terms and conditions.
- They should have shared their contact details with your business website.
- They should have done a transaction on your website.
- You need to get your message templates approved by WhatsApp.
- You cannot send sales-related messages to the users. The messages need to be re-engagement messages.
For example, if a user has purchased running shoes from your Shopify website, you can send a re-engagement message to the user wherein you notify the user about their successful order placement along with tracking details. Since this message is of use to the customer, it qualifies as a “re-engagement” activity and is not seen as “sales-related.”
How to set up WhatsApp Campaigns for Shopify on Interakt?
In order to set up WhatsApp campaigns, you need to be registered with Interakt. On Interakt, you can set up WhatsApp campaigns with preapproved message templates by WhatsApp.
You can set up the following campaigns on WhatsApp with the help of Interakt:
1. Orders placed through prepayment (cards and otherwise)
You can set up a campaign for Orders placed through prepayment. Consider a scenario in which the user has placed an order and has paid for it through cards, wallets, etc. A campaign can be set up where you notify the user with a message template like the below:
Hey Daniel, Shoe Mart just received your order for High-5 Ultra Running Shoes. We are processing your order now, and we’ll let you know when it ships. Thanks for opting for a cashless payment service. Thank you for shopping with us, and have a nice day ahead!
2. Order placed via COD
You can set up a campaign for Orders placed via COD(Cash on delivery). In this scenario, the user has placed an order and has opted to pay for it at the time of delivery. A campaign can be set up where you notify the user with a message template like the below:
Hey Daniel, Shoe Mart just received your order for High-5 Ultra Running Shoes. We are processing your order now, and we’ll let you know when it ships. The mode of payment chosen by you is COD. Thank you for shopping with us, and have a nice day ahead!
3. Order Shipped
You can set up a campaign for the Orders Shipped scenario. If the user's order has been shipped by the seller, the seller notifies the user about the same. A campaign can be set up where you notify the user with a message template like the below:
Hey Daniel, Shoe Mart has shipped your order for High-5 Ultra Running Shoes. You should receive your delivery in 2-3 days. Your tracking number is DAN12345678IEL. Thank you for shopping with us, and have a nice day ahead!
4. Checkout Abandonment
You can set up a campaign for the Checkout Abandonment scenario. Imagine that a user checked out a product and then added it to their cart. Before purchasing it, however, they abandoned the process by maybe shutting down the app. A campaign can be set up where you notify the user with a message template like the below:
Hey Daniel, we noticed you left High-5 Ultra Running Shoes in your cart. Would you like to complete your purchase?
5. Order Cancellation
You can set up a campaign for the Order Cancellation scenario. In this scenario, the user purchased the product but canceled it later. A campaign can be set up where you notify the user with a message template like the below:
Hey Daniel, your order for High-5 Running Shoes has been successfully canceled. In case you have paid for your order, you will receive the refund in 2-3 business days. Thank you and have a nice day ahead!
With these campaigns, you can engage more effectively with your customers. You can learn more about setting these WhatsApp campaigns on Interakt, here.