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Oct 30, 2023
5 minutes read

Boost Black Friday Sales with WhatsApp, Instagram and Facebook

Black Friday stands out as one of the most anticipated shopping events of the year, with half (51%) of UK adults planning to spend during the Black Friday weekend, higher than the 39% planning to spend in 2022. With this, big and small businesses will strive for maximum exposure. Yet, this task is far from straightforward. Retailers must compete to be visible, overcome high advertising costs, and meet escalating customer expectations to cut through the noise and drive conversion. Moreover, every touchpoint in the customer journey represents a make-or-break opportunity to form relationships and drive transactions or risk losing a consumer’s interest and trust.

Camilla Holroyd
Camilla Holroyd,
Marketing Campaign Manager

For Black Friday, SMS and email have traditionally served as primary communication for customer engagement and remain relevant. However, modern consumers consistently gravitate toward more modern messaging platforms such as WhatsApp, Instagram, and Facebook, making an omnichannel approach essential.

WhatsApp Business, Instagram Messaging and Facebook Messenger all offer features valuable for business messaging during Black Friday, including:

  • Business Profile: Create a professional profile or page with details like a business name, address, branding, weblinks, and a short description to build brand awareness.

  • Quick Replies: Set up quick replies for Frequently Asked Questions (FAQs) to respond to customer inquiries more efficiently.

  • Rich Media: Showcase products in the channel with images, videos, and GIFs or share product catalogues and carousels, allowing customers to browse and make inquiries.

  • Integrations: Integrate with existing tools to enhance customer conversations, including eCommerce platforms, CRMs, OMS systems or chatbots, allowing customers to receive relevant, up-to-date information.

In this blog, we'll explore how businesses can leverage these rich multimedia channels across the entire customer journey, from pre-sales to purchase to post-purchase, supercharging Black Friday sales.

Black Friday business messaging via WhatsApp, Instagram and Facebook

1. Pre-sales

Exclusive Pre-Sale Announcements

Announcing pre-sale promotions and special offers for your existing customers can create a sense of exclusivity and personalised treatment, making customers feel special and increasing the chances of early sales. Businesses can send loyal customers exclusive early access to deals, special discounts, and limited-time offers. Clothing retailers, for example, can send VIP customers coupons or QR codes on new season products, offering them a sneak peek of Black Friday deals a day before the public.

Pre-sales announcementPersonalised Recommendations

Sharing personalised product recommendations based on customer preferences can engage consumers in the lead-up to Black Friday. Retailers can use images, videos, GIFs or product carousels to send visual, media-rich customers personalised Black Friday deals or product recommendations based on past purchase history and browsing patterns. If a customer has previously purchased a smartphone from an electronics store, for example, they may receive a message about a unique Black Friday offer on accessories for their device.

Personalized recommendations2. Purchase

Assisted Sales

Offering assisted sales during Black Friday can significantly enhance the shopping experience, drive more sales and upsell to existing customers. Businesses can set up dedicated support channels to answer queries, address concerns, and assist with orders in real-time. A beauty store, for example, can offer a helpline for customers to inquire about product availability and delivery schedules and resolve any issues they encounter while placing their Black Friday orders.

Assisted salesAbandoned Cart Recovery

Sending abandoned shopping cart reminders to customers who added items to their carts but didn't complete the purchase can reengage customers and recover lost sales. Retailers can offer incentives like additional discounts to encourage them to finalise their Black Friday orders. Booksellers, for example, can send a friendly reminder or simple nudge to customers who abandoned their carts, offering a 10% discount on the items they left behind.

Abandoned card reminder3. Post-Purchase

Customer Support

Providing always-on customer support and quick responses to customer queries can delight and retain customers. Businesses can provide live chat or chatbot support to respond to customers with relevant, timely information about Black Friday purchases. For example, if a customer has purchased an item from a health and supplement store, they may wish to return it; with a seamless return process, the customer is more likely to return.

Customer supportTracking and Order Updates

Sharing tracking and order updates with customers post-purchase removes friction from the customer journey. Retailers can integrate channels with existing or third-party OMS systems to share proactive updates throughout the delivery process, reducing the need for customers to reach out to the support team directly. If a customer has ordered from a fitness store but wishes to track the order, businesses can share a tracking link for customers for live tracking.

Tracking and order updatesGet started with WhatsApp, Instagram and Facebook

WhatsApp, Instagram and Facebook are powerful business messaging channels to boost Black Friday sales. Leveraging the channels' rich media features and integrations means you can optimise customer engagement from pre-sales to purchase to post-purchase. Are you interested in using WhatsApp, Instagram or Facebook this Black Friday and beyond? Contact us today and speak to an expert.

Boost sales with WhatsApp, Instagram and Facebook via CM.com

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Camilla Holroyd
Camilla Holroyd,
Marketing Campaign Manager
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As Marketing Campaign Manager for the UK and Ireland, Camilla is responsible for building campaigns for CM.com's Engagement and Connectivity platforms. She is passionate about promoting how technology improves CX and believes it exists to enhance our lives and make us more connected.

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