How do I add WhatsApp sales channel to Shopify?

WhatsApp is one of the most popular messaging platforms with over 2 billion active users worldwide. Integrating WhatsApp with your Shopify store allows you to easily communicate with customers and even make sales directly through the app. Here is a step-by-step guide on how to add WhatsApp as a sales channel on Shopify.

Why Add WhatsApp to Shopify?

There are several key benefits to integrating WhatsApp with your Shopify store:

Engage customers: WhatsApp provides a direct communication channel to interact with customers and build relationships.

Qualify leads: You can qualify leads, answer questions and provide support to move customers along the sales funnel.
Drive sales: Accept orders, payments and sell products directly through WhatsApp without customers leaving the app.
Provide support: Quickly respond to customer queries and issues to improve post-purchase experience.

Go omnichannel: Add WhatsApp as another sales and support channel alongside your website, online store, physical retail, etc.
Scale your business: Leverage WhatsApp to expand to new markets and grow your customer base.

Adding WhatsApp to your Shopify ecommerce store helps provide a personalized, convenient mobile shopping experience that customers love. It also streamlines your sales and communication processes.

How to Add WhatsApp to Shopify

Here are the main steps involved in integrating WhatsApp with your Shopify store:

Get a WhatsApp business account.
Install a WhatsApp sales channel app on your Shopify store.

Connect the app to your WhatsApp account.
Set up quick replies, away messages and other settings.
Activate WhatsApp messaging on your website and store.

Start conversing with customers on WhatsApp.

Let’s look at each of these steps in more detail:

1. Get a WhatsApp Business Account

First, you need to set up an official WhatsApp Business account for your business. This will give you access to key features not available on the standard WhatsApp app, such as business profiles, quick replies, tags and metrics.

To set up a WhatsApp Business account:

Download the WhatsApp Business app on your device.
Agree to the Terms of Service and verify your business phone number.

Fill out your business profile including business name, description, email, address and category.
Once approved, your WhatsApp Business account will be ready to integrate with Shopify.

2. Install a WhatsApp Sales Channel App

Next, you need to install an app to connect WhatsApp to your Shopify store. There are a few recommended apps for this:

Growave: The official WhatsApp Business solution for Shopify. Offers seamless integration and full range of features.
Chatlio: Allows communicating with customers over WhatsApp and SMS. Provides automation and reporting.
Klaviyo: Marketing platform that offers WhatsApp integration alongside email and other channels.

CommBox: Enables selling on WhatsApp along with SMS and web chat support.

These apps are available on the Shopify App Store. Select the app that best suits your requirements and install it on your Shopify admin.

3. Connect the App to Your WhatsApp

After installing the app, you will need to connect it to your WhatsApp Business account. The steps for this may vary slightly depending on the app:

Locate the WhatsApp connection settings in the app.
Scan the QR code shown using your WhatsApp Business app.
The app and WhatsApp should now be linked.

You may need to set a webhook URL and verify your business phone number.
If prompted, grant the app permission to access your WhatsApp account information and messages.

Refer to the app developer’s documentation for exact steps. Connecting the app to WhatsApp enables all communication to be synced between the platforms.

4. Configure Settings

Before starting conversations on WhatsApp, you can customize some app settings for optimal performance:

Quick replies: Set up pre-written messages and FAQs to quickly respond to common customer queries.
Away messages: Create auto-reply messages for when you are not available.

Business hours: Set your availability so customers know when to expect responses.
Notifications: Configure notifications for new messages based on priority.
Automations: Set up workflows to automatically assign labels, queue conversations, etc.

Configuring these settings appropriately will streamline your customer interactions on WhatsApp.

5. Activate WhatsApp on Your Website

To enable customers to message your business from your online store, you need to activate WhatsApp messaging. Most apps provide a messaging widget or button to add to your Shopify site.

To activate WhatsApp on your Shopify store:

Find the WhatsApp widget option in your app.
Choose a style and customise the text/color if needed.
Copy the generated code for the widget.

Paste this code on your Shopify site using a code block, embed, script tag or app extension.
Position the widget prominently on product pages, site header/footer, pop-ups etc.

This will display the WhatsApp button or icon on your storefront. Customers can simply tap to message you directly regarding products, orders, support and sales.

6. Start Conversing on WhatsApp

Your WhatsApp sales channel is now ready! When customers message your business, you will get notified through the connected app.

Here are some best practices for customer conversations:

Respond promptly to new messages within 24 hours, if possible.

Keep messages short, friendly and informal.
Address customers by name and don’t use canned templates.
Provide relevant information about products, services, orders etc.

Suggest appropriate solutions and recommendations.
Upsell additional products and cross-sell related items.

With these tips, you can provide an amazing WhatsApp support and shopping experience. Make sure to monitor your metrics in the app to improve over time.

WhatsApp Sales Channel Features

Here are some of the key features you get with a WhatsApp sales channel integration for Shopify stores:

Messaging

Communicate directly with customers via WhatsApp messaging.
Create chatbots and automate conversations when needed.

See message history and data in the app.
Transfer conversations to human agents seamlessly.

Sales

Share product catalogs, listings and inventory over WhatsApp.

Accept orders and process payments within WhatsApp.
Create invoices, order confirmations and delivery updates.
Capture customer info and update CRM automatically.

Support

Provide customer support conveniently over WhatsApp.
Troubleshoot issues, answer questions and address complaints.
Manage returns, refunds and cancellations over WhatsApp.

Route inquiries to appropriate team members.

Marketing

Send promotions, offers and updates to customers on WhatsApp.
Remind customers about abandoned carts or wishlist items.

Re-engage inactive subscribers and win back lapsed customers.
Segment customers based on past purchases, interests etc.

Analytics

Check real-time metrics on WhatsApp conversations.

Track number of messages, average response times etc.
See reports on best performing messages and products.
Identify customer pain points and improvement areas.

Leveraging these features results in more sales, higher CSAT scores and lower costs compared to other channels.

Tips for Using WhatsApp for Business

To get the most out of WhatsApp for Shopify, keep these tips in mind:

Respond swiftly and avoid keeping customers waiting.

Verify orders and provide quick order updates over WhatsApp.
Send abandoned cart reminders if customers don’t complete a purchase.
Make it easy to find and message you with a prominent WhatsApp CTA.

Personalize conversations using customer names and details.
Train staff on effectively communicating over WhatsApp.
Monitor CSAT scores and feedback to improve messaging.

Use a business system number to message customers.
Leverage automation to scale WhatsApp conversations.
Comply with permission, privacy and opt-in regulations in your region.

With proper optimization, you can achieve higher revenue and customer satisfaction with WhatsApp business messaging.

Troubleshooting WhatsApp Integration

Some common issues faced with WhatsApp and Shopify integrations include:

Unable to Connect WhatsApp Account

Make sure you are using a WhatsApp Business account, not the standard app.

Double check the phone number entered matches your business account.
Try re-scanning the QR code or manually entering the code.
Confirm your internet connection is stable on both devices.

Clear app cache/data and try connecting again.

Messages Not Syncing Between App and WhatsApp

Re-authorize the app and check it has access permissions.
Make sure notifications are enabled in app settings.

Toggle sync on/off in the app.
Update the apps/Shopify to latest versions.
Review webhook and server configurations.

WhatsApp Not Displaying on the Website

Confirm the widget code is added to a published page/theme.
Check if any apps/extensions are blocking the widget.
Try with different page templates and themes.

Clear site cache and browser cookies/history.
Use live preview in Shopify admin to test widget.

Orders Not Capturing Properly

Ensure your sales messaging flow captures all required customer details.

Train staff on how to properly process WhatsApp orders.
Check order sync settings between the app and Shopify.
Consider adding an online payment link to confirm payment.

Follow up each order with an order confirmation on WhatsApp.

Conclusion

Adding WhatsApp as a sales and support channel offers immense benefits for Shopify merchants. With tools like Growave, Chatlio and others, integrating WhatsApp is quick and easy. Make sure to activate messaging on your store, configure automations, train staff and optimize conversations. This will provide customers with a fast, convenient mobile shopping experience. With the personal touch of WhatsApp messaging, you can boost customer satisfaction, repeat purchases and sales.