En tant que professionnel du marketing, il vous est sûrement arrivé de déployer des campagnes par e-mail, SMS, réseaux sociaux ou pop-ups, sans obtenir l'engagement espéré. Une situation frustrante, mais malheureusement fréquente. Vous vous posez sans doute les questions suivantes :
- J’ai tout essayé : e-mails, SMS, pages d’atterrissage… mais mes leads ne réagissent pas. Que faire ?
- Comment améliorer mes taux d’ouverture et capter davantage l’attention de mes prospects?
- Suis-je certain de toucher mes leads via tous les bons canaux ?
- Pourquoi mes suivis ne mènent-ils pas à des conversions, même après plusieurs tentatives ?
- Comment mettre en place un parcours marketing fluide et bien structuré ?
Dans cet article, vous découvrez ce qu’est un workflow marketing sur WhatsApp, comment l’automatisation permet d’optimiser vos campagnes pour maximiser l’impact de vos communications sur ce canal.
Les workflows WhatsApp, comment ça marche ?
Un workflow marketing est une suite d’actions automatisées déclenchées en fonction du comportement de vos prospects. Cela peut inclure : remplir un formulaire, s’inscrire à un événement, visiter une page web, cliquer sur un bouton, atteindre un objectif précis ou rester longtemps sur une page.
Ces automatisations ne servent pas uniquement à engager vos leads : elles vous offrent également des indicateurs clés sur les performances de vos campagnes, vous aidant ainsi à ajuster et améliorer votre stratégie marketing en continu.
Pourquoi mettre en place des workflows d’automatisation ?
L’automatisation marketing ne se limite pas à un simple gain de temps. Bien sûr, elle permet de déléguer les tâches répétitives et fastidieuses qui freinent souvent vos équipes. Mais au-delà de cet avantage immédiat, elle joue un rôle clé dans l’amélioration de l’engagement client en vous permettant de cibler vos leads au moment le plus opportun. Elle permet d’exploiter chaque opportunité de manière optimale, sans laisser de lead de côté, tout en boostant votre retour sur investissement.
Un exemple ? La campagne “I’m In” de Netflix, qui a utilisé WhatsApp de façon maligne pour réactiver d’anciens utilisateurs. Pas de grande promesse ni de promotion tape-à-l’œil : un simple message bien ciblé, qui a su raviver l’intérêt des abonnés inactifs.
Ce que Netflix a fait
Netflix a constaté que de nombreux anciens abonnés n’utilisaient plus la plateforme. Pour les réengager, ils ont lancé une campagne ciblée sur WhatsApp. L’astuce ? Ils ont uniquement contacté les utilisateurs qui avaient installé à la fois l’application Netflix et WhatsApp. Cela s'assurait un ciblage précis, auprès d’une audience réellement réceptive.
Le message était simple : « I am In ». En cliquant, l’utilisateur recevait ensuite des mises à jour régulières via WhatsApp : recommandations personnalisées, nouveautés, ou encore infos sur les contenus à venir. Un format direct, personnalisé et plus engageant qu’un e-mail ou une publicité.
Pourquoi cela a fonctionné
- Simplicité d’exécution : un message clair, sans complexité technique.
- Ciblage basé sur le comportement : l’analyse des données utilisateurs a permis d’atteindre les bonnes personnes.
- Choix du bon canal : WhatsApp est consulté quotidiennement, ce qui augmente les chances d’ouverture et d’interaction.
Comment tirer le meilleur de WhatsApp grâce à l’automatisation marketing ?
Le marketing sur WhatsApp se décline en deux types de campagnes principales : les campagnes marketing et les messages transactionnels. Cela peut inclure des messages de confirmation d’achat, des recommandations de produits, des enquêtes, des promotions ou encore des messages personnalisés comme des vœux d’anniversaire.
Pour intégrer pleinement WhatsApp à votre stratégie, il est indispensable d’utiliser un outil d’automatisation marketing capable de gérer plusieurs canaux simultanément. Ainsi, vos campagnes WhatsApp s’alignent avec vos actions par e-mail, SMS ou d’autres canaux, pour offrir une communication homogène et personnalisée.
Intégrez WhatsApp à votre stack d’automatisation pour booster la performance
- Messages transactionnels automatisés : confirmations de commande, statuts de livraison, notifications.
- Campagnes marketing intelligentes : recommandations basées sur le comportement, relances post-visite, offres personnalisées.
- Déclencheurs comportementaux : abandon de panier, clics, formulaires remplis — chaque action déclenche une réponse adaptée.
- Multicanal fluide : combinez WhatsApp à vos emails, SMS et push notifications pour une stratégie cohérente.
- Analytics intégrés : suivez les KPI (open rate, CTR, taux de conversion) pour optimiser vos campagnes.
👉 WhatsApp ne doit pas être un canal isolé. Bien intégré, il devient un pilier central de vos parcours clients automatisés.
Workflows WhatsApp : optimisez votre communication avec des parcours automatisés
Chaque contact interagit différemment avec votre marque. Un message unique pour tous ne suffit plus : personnaliser vos échanges est essentiel pour créer de l’engagement et bâtir une relation de confiance. Ces scénarios s’appuient sur les parcours automatisés de Zoho Marketing Automation, qui vous permettent de toucher vos prospects au bon moment, sur le bon canal — qu’il s’agisse de l’e-mail, du SMS, de WhatsApp ou du web — dès leur premier point de contact, pour les accompagner efficacement tout au long de leur parcours.
Souvent sous-estimé, le message de bienvenue est pourtant essentiel dans la relation avec un nouveau prospect. Tout comme on salue un invité dès son arrivée, accueillir un contact avec un message clair et rassurant permet d'établir un lien de confiance dès le départ. Cette première interaction donne le ton et encourage la suite du parcours.
Dans ce workflow, lorsqu’un contact est ajouté à une liste ou remplit un formulaire en ligne, un message WhatsApp personnalisé lui est automatiquement envoyé : cela peut être un code promotionnel, une offre découverte ou un message d’introduction.
Selon son interaction, le score du lead est alors augmenté de 10 points, ce qui vous aide à qualifier son niveau d’engagement.
Workflow de relance via WhatsApp
Imaginons que vous envoyez une campagne email à vos prospects, mais certains ne consultent pas vos messages de bienvenue. Si vous possédez leur numéro de téléphone pour des communications marketing, vous pouvez leur envoyer une campagne via WhatsApp, offrant ainsi une nouvelle chance de capter leur attention ou de relancer la vente.
Dans ce processus, le prospect reçoit un email l’incitant à demander une démonstration produit. Après une heure, le système contrôle son activité email. S’il n’a pas ouvert le message, il reçoit un rappel via WhatsApp pour l’encourager à faire sa demande.
Les campagnes transactionnelles, telles que les confirmations de commande via WhatsApp, renforcent l’expérience client en offrant une confirmation immédiate et en réduisant les doutes. Les mises à jour en temps réel limitent les sollicitations du service client, car les clients sont informés rapidement du statut de leur commande. Par ailleurs, ces messages permettent d’inclure des recommandations personnalisées et des offres exclusives, transformant une simple confirmation en une opportunité d’engagement.
Le suivi d’achat de ce workflow collecte des données comme l’ID commande/produit, le nom du produit, sa description et l’adresse de livraison. Ces informations servent à envoyer une campagne de confirmation aux acheteurs. Après envoi, le contact est marqué comme client et synchronisé avec le CRM pour des campagnes marketing ultérieures, favorisant ainsi la fidélisation.
Rappels de panier abandonné
Lorsqu’un client ajoute des articles à son panier sans finaliser son achat, vous pouvez lui envoyer un message WhatsApp pour le relancer. Cela permet de capter son attention même s’il n’a pas vu vos rappels par email ou s’il a été distrait avant de passer à la caisse. En le contactant via une plateforme qu’il utilise régulièrement, vous pouvez lui rappeler ses achats en attente, proposer des incitations comme des réductions ou la livraison gratuite, et ainsi augmenter les chances de transformer cette intention en vente effective.
Le workflow de panier abandonné se déclenche lorsqu’un contact laisse des articles dans son panier sans valider sa commande, ce qui est suivi grâce à ses interactions avec la campagne.
Un workflow dédié aux démonstrations produit vous aide à bien gérer les prospects intéressés. Il assure l’envoi rapide de confirmations, de rappels personnalisés et de suivis après chaque démonstration. Cela permet de renforcer la relation avec les prospects, d’augmenter leur participation et leur engagement. En automatisant ces étapes, votre équipe peut se concentrer pleinement sur la qualité des échanges et la conclusion des ventes.
Lorsqu’un prospect soumet un formulaire ou est ajouté dans votre base, il reçoit automatiquement une campagne WhatsApp l’invitant à programmer une démonstration, avec un lien pour choisir la date.
En conclusion, l’automatisation est devenue un levier incontournable pour optimiser les processus marketing et commerciaux. En libérant les équipes des tâches répétitives, elle permet de gagner en efficacité, de personnaliser les interactions avec les clients et d’améliorer leur expérience globale.
L'équipe Zoho France
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