previous icon Back to blog
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 Manager, UK

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

Was this article interesting?
Share it!
Camilla Holroyd
Camilla Holroyd,
Marketing Manager, UK
logo linkedin icon

As Marketing Manager for the UK and Ireland, Camilla manages the region's marketing strategy focusing on CM.com's Engagement, Connectivity and Ticketing platforms. She is passionate about promoting how technology improves CX and believes it exists to enhance our lives and make us more connected.

Related articles

whatsapp-business-blog_image-deals-offers
Sep 16, 2024 • WhatsApp

Increase conversion with promotional messages on WhatsApp

In an age of mass marketing, it’s safe to say peak sales periods, especially Black Friday and the holiday season, can be overwhelming for consumers. Consumers receive irrelevant information from companies that doesn't match their personal needs and desires, so it's no surprise people might want to switch off and tune out all forms of marketing until the season is over. As an eCommerce player, you should always be looking to avoid this by diversifying and personalising your marketing strategy in a way that suits your customers' needs.

WhatsApp RCS
Aug 19, 2024 • RCS

RCS vs WhatsApp: which messaging channel is right for your business?

RCS and WhatsApp are both notable channels for businesses that strive for a personal and conversational approach to customer communication. But what features do both channels have? What sets them apart? And more importantly, which channel is most suitable for your business? In this blog, we'll explore the differences to answer these questions.

WhatsApp Pay
Jun 24, 2024 • WhatsApp

How to get the WhatsApp Business verification badge

The WhatsApp Business verification badge, also known as the green tick, is the official badge for Meta verified business accounts. It helps users to distinguish between authentic businesses and fake accounts. Many users place high value on the green tick and brands sporting this badge will see a positive impact on their business. But how can your business apply for the verification badge? Read all about it below.

Unified Messaging With RCS on iOS
May 27, 2024 • Instant Messaging

Unified messaging with RCS on Apple's iOS

RCS (Rich Communication Services) is a rising star among conversational channels. It combines the reliability of SMS with the added benefits of rich media and interactive features from modern messaging apps. Yet, its only hiccup was that RCS didn't have the same reach without support from Apple's iOS. Well, until now, Apple has now confirmed it will support RCS in iOS 18.

engage-platform-effect-customer-service
May 13, 2024 • CM.com

Happy clients, happy agents: the platform effect in customer service

As a member of the customer service team, you stand on the frontline of customer interaction every day. In a world where customers demand quick and personalised service, long wait times, impersonal responses, or worse, incorrect answers, can quickly drive a customer away. Your goal, however, is to connect customers with your organisation and deliver the best answers and service possible.

sms-email-leads
May 06, 2024 • SMS

SMS templates to streamline customer service

Using SMS for customer service enables service agents to connect with your customers and using templates not only saves time but also lets agents create personalised, on-brand communications with just a few clicks. In this blog, we’ll share SMS customer service templates you can use to give your customers the information they need — fast.

WhatsApp New Policy
Apr 15, 2024 • WhatsApp

Create quality customer engagement with WhatsApp Templates

We all want to get our brand messages out there. We want to engage with our customers, raise brand awareness and connect with our target audience. But how? Provide meaningful and relevant customer experiences to help grow your business and safeguard the way you communicate with both customers and potential customers with WhatsApp. In this blog, we'll explore how to create quality customer engagement with the WhatsApp Business Platform.

SMS Customer Service
Mar 25, 2024 • SMS

How to effectively use SMS for late payments

Organisations face a significant challenge in effectively managing overdue payments and cash flow in a positive light with customers. To collect payments while keeping relationships intact and increasing engagement, SMS has emerged as a powerful, efficient and convenient tool for both businesses and customers. In this blog, we’ll explore how to effectively use SMS for late payments, highlighting its benefits and best practices.

sms-in-ecommerce
Mar 11, 2024 • SMS

How to create a successful eCommerce strategy with SMS

Every successful eCommerce strategy should aim to optimise customer communication across the entire buying journey. Why? The customer buying journey isn't limited to the point of sale alone. It encompasses everything leading up to purchase and everything afterwards. So, businesses need to engage and assist customers during the pre-sale, purchase and post-purchase stages - via a channel available to all - to create a successful eCommerce strategy.

Is this region a better fit for you?
Go
close icon