Incorporating WhatsApp into a cross-channel strategy

Adding a new channel to established campaigns and cross-channel journeys can seem like a daunting task. However, there are several different factors that can help inform your strategy. The first step is to pick the campaigns that could benefit most from WhatsApp’s unique capabilities. That means identifying campaigns where:

- Two-way messaging would be beneficial, like onboarding flows or customer feedback campaigns.

- WhatsApp’s rich media could help you show off your products and services or enhance your promotional campaigns, including seasonal promotions, feature releases, and abandoned cart campaigns.

- You need to reach customers outside of your app to communicate time-sensitive or important information, like order status updates and critical account updates.

Once you’ve done that, look for gaps in these user journeys that WhatsApp could help fill. You may also want to consider setting up a WhatsApp message for a campaign you already have running on other channels. Then use Intelligent Channel to deliver it to each user based on the channel they’re most likely to engage with.

For more detailed tips and tricks on how to add WhatsApp into your mix, check out How to Incorporate WhatsApp Into Your Cross-Channel Strategy.