Example – Customer’s Flow Using WhatsApp Form

Below is an example from customer’s perspective start from clicking the Smart Link until they safely pay their order.

Once clicked at your smart link (shared via WhatsApp messages, FB ads, Bio Instagram etc), they will reach to your created WhatsApp Form.

Here, they will fill in the details needed and choose their desired selections.

Then customer can choose either to directly buy the product with <Pay Now> or contact you with <WhatsApp>. Below are the flow according to situation.

Read More : How To Activate ‘Pay Now’ Button

Situation 1 – Clicking ‘Pay Now’
A small pop out window will appear to make sure customer’s make the right decision. If so, they need to click <Pay> and be directed to their invoice.

Here, they need to enter their delivery address. Skip Situation 2 and directly to #9 if you wanted to know the address completion experience.

Situation 2 – Clicking ‘WhatsApp”
Customers will be directed to WhatsApp and starts a conversation with you / salesperson / agents delegated to manage leads from the WhatsApp Form.

Note : You still able to continue business if you decided to use <WhatsApp> button fully. You only need to deactivate the “Pay Now” button.

The first message sent by customer is a template message. You can reconfigure this message by editing the template in the form.

As per example, the customer clicked the rujukan link and directly back to their invoice for address completion.

Note : If you deactivate the Required For Delivery button, customer can proceed to payment without filling their address details (and uncharge for delivery if any)

Address Completion
Below is an example of customer’s invoice or Order Form. Customers can fill in their delivery address by clicking <Add address>.

After entering the postcode, they then need to fill in a correct delivery address.

Then they can choose delivery zones according to your setup.

Below example, the delivery zones are used a delivery categories.

Read More : Setup – Delivery Zone

Continue with our example, the customer had choosen Lembah Klang (Ninja Van). Then, they need to choose a suitable delivery charges according to what you set in Manual Delivery.

Note : If you decided to integrate with EasyParcel, ZeptoExpress and Lalamove, courier delivery charges will directly appear here.

Finished and <save>, customer will then return to their invoice page. This time, the delivery charges is included.

Once satisfied, customer can continue payment by clicking <Pay Now>.
Customer will be directed to Payment Page where they can choose the method of payment that you set.

According to the same example, method offered are Manual Bank Transfer and Cash On Delivery. Both are different compared to Online Payment (e.g : Yezza Pay) where it cam facilitate both customers and also your business. A direct online payment.
Situation : Manual Bank Transfer

Here, customers need to copy the account number provided and login to their bank account to make the transfer. Then only, the customer suitable to click the <Send Receipt>. A message will be sent to you.

Note : You still need to cross check with your account if the customer did not provide you with any proof of payment (e.g screenshot / bank receipt). It may happened where customer forgot to do so or directly click the <Send Receipt> without making any payment.

Situation 2 – Cash On Delivery

After customer click <Place Order> , a WhatsApp message like below will be sent to you.

Business that operates with selfpickup or pay-after-service can also apply this payment method for business operations.

Voila! A customer now closed a buy!

From here, you need to manage the order and proceed with the shipping. Please read the Customer’s fulfilment management article below.

Manage – Your Orders

We advice you not to confuse with <Customers> and <Orders> in Database.

Customers – Record leads, customers date and also their status.
Orders -Paid order that need to be process.

Our suggestion is to manage all orders in <Orders> until finished then only you follow up all leads in <Customers>.

Read More : Manage – Leads From WhatsApp Form