Project

Submitted by:
IQRA NDEEM
Roll no:
21831554-016
Department:
Commerce
Semester:
7th
1. Account Creation:
WhatsApp:
WhatsApp Personal Account:
Download the App: Available for Android and iOS from the
Google Play Store or Apple App Store.
Sign Up: Open the app, and input your
business phone number. If you're
creating a business account, it’s ideal to
use a number dedicated to business
(separate from your personal number).
Account Setup:
Profile Info: Once the number is verified, add a business name,
and set your profile picture to something related to your brand
(logo, for instance).
Business Description: This should be concise, giving an overview
of what your business offers.
Catalog Creation: Set up your product catalog. You can add
images, names, and descriptions for your products. You can add
up to 500 items.
Automated Messages: Set up greeting messages to welcome
customers, away messages for off hours, and quick replies to
automate customer support.
Instagram Account Setup:
Personal to Business Account:
• If you already have a personal
account, go to Settings → Account →
Switch to Professional Account.
• Choose your category (e.g., Retail or
E-commerce).
• Link to a Facebook Page (required for
Instagram Shopping).
• Business Profile Setup: Add your business information such
as phone number, email, website, and business hours.
• Instagram Shopping Setup: Ensure your Instagram account
is eligible for Instagram Shopping. You need to have a
product catalog set up on Facebook or Shopify.
Facebook Page Setup:
• Create a Facebook Business Page: If
you don’t have one already, go to
facebook.com/pages/create, choose
your business type, and set up your
Page.
• Link to Instagram: Link your
Instagram business account to your
Facebook page in Page Settings > Instagram.
 • Fill Out Your Page: Add business hours, contact info,
website, and services you offer.
• Facebook Shop Setup: Set up your Facebook Shop using
Commerce Manager. You can also link an external e-
commerce platform like Shopify or Big Commerce.

2. Product Hunting:
Product hunting is a critical step in choosing what to sell. Here’s
how to ensure you select products that have high potential:
Market Research:
• Use Google Trends: Check the trends to identify product
demand in your niche. You can see search volume over time
and filter results by region.
• Industry Websites and Reports: Websites like Statista,
NPD, and Euro monitor provide valuable market research
on product trends.
• Competitor Research: Follow competitors’ pages on
Instagram, Facebook, and their websites to see which
products are performing well.
• Social Listening: Use tools like Hoot suite or BuzzSumo to
monitor social media trends, find viral products, and track
consumer sentiment.
Using WhatsApp for Product Sourcing:
• You can use WhatsApp to directly engage with suppliers or
manufacturers. For example, reach out to AliExpress
suppliers via WhatsApp to negotiate bulk orders or
discounts.
• WhatsApp Business allows you to share product catalogs,
which can be sent to your customers for browsing.

Using Instagram/Facebook for Product Sourcing:

• Instagram is great for discovering
trending products in your niche. By
searching specific hashtags (e.g.,
#home gadgets, #fashion
accessories), you can identify
popular items.
• Facebook Marketplace and Shops
also provide a way to see what’s trending in your local area
or globally.
• For drop shipping or wholesale sourcing, platforms like
Alibaba, Oberlin (for Shopify users), and Painful (for print-
on-demand) are good places to start sourcing products.
3. Product Listing:
Listing products involves creating compelling and accurate
listings that convert visitors into buyers.
WhatsApp Business Catalog:
• Product Name: Use clear, descriptive names (e.g., “Red
Leather Jacket” instead of just “Jacket”).
• Product Images: Upload high-quality images that show
multiple angles of your product.
• Product Description: Be detailed about your product,
including features, benefits, and any care instructions.
• Price: Make sure the price includes shipping or clarify
shipping costs separately.
• Link to Buy: Include a link to the product page or payment
options for customers to complete the purchase.

Instagram/Facebook Listings:
Facebook Shop:
• In Commerce Manager, add your products, including high-
quality images, price, description, and SKU.
• Set product categories and attributes (e.g., size, color) to
make it easier for customers to filter through products.
• Add shipping options, taxes, and payment methods.
Instagram Shippable Posts:
• Once your Facebook Shop is set up, enable Instagram
Shopping by linking the account in your Instagram Settings.
• Add product tags to your posts and stories, making the
products directly clickable to buy.
 • Use Instagram Guides to curate collections of products to
engage customers.
4. Order Processing:
Order processing includes confirming the order, payment, and
fulfilling the order.

WhatsApp:
• Confirm Order: After receiving a customer’s inquiry,
confirm the product, size, and color (if applicable). Use
WhatsApp Business features like quick replies to speed up
the process.
• Payment Confirmation: Once a customer chooses a
product, send them payment instructions. This could be via
bank transfer, PayPal, Google Pay, or Cash on Delivery.
• Order Confirmation: After payment, confirm the order by
sending an order receipt or confirmation message.
Instagram/Facebook:
• Instagram/Facebook Shop Checkout: When customers
check out via Instagram/Facebook Shops, the system will
 guide them through adding payment info and shipping
details.
• Payment: Payments can be processed through Facebook
Pay, Stripe, PayPal, and other integrations.
• Order Confirmation & Tracking: When an order is placed, an
automated confirmation is sent to the customer, and they
will receive an email or direct message with a tracking
number once the product is shipped.

5. Payment Methods:
Having multiple payment options is key to reducing cart
abandonment.
WhatsApp:
Bank Transfers: Customers can pay directly through bank
transfer, especially in regions where credit card usage is limited.
PayPal or Stripe: Send payment links through WhatsApp
Business chat.
Cash on Delivery (COD): For local customers, COD is a great
option where they pay at the time of delivery.
Instagram/Facebook:
Facebook Pay: Customers can use Facebook Pay for secure
transactions directly within Facebook and Instagram. It supports
credit/debit cards, PayPal, and Visa/MasterCard.
Integrated Payment Processors: You can integrate third-party
payment processors like Stripe, PayPal, or Square for easier
processing.

6. Tracking ID and Final Delivery:

Tracking is essential for customer satisfaction and trust.
WhatsApp:
• Share the tracking ID manually with customers once their
order has been dispatched.
• Use courier services (e.g., DHL, FedEx, India Post) to
generate tracking IDs, and update your customers on the
status via WhatsApp.
Instagram/Facebook:
Use e-commerce platforms like Shopify or Woo Commerce,
which automatically generate tracking numbers and send them
to the customer’s email or via Messenger.
Automated Tracking: For customers who purchase through
Instagram or Facebook, shipping updates, including tracking
links, are automatically sent via email or Messenger.
7. Product Size & Variation Process:
Offering product variations such as size, color, or material helps
expand your customer base.
WhatsApp:
Product Variations: You can use the catalog feature to list
different product variations (e.g., size S, M, L, color options), and
customers can inquire via chat.
Manual Communication: Variations are usually communicated
manually through messages, which can increase back-and-forth
communication with customers.
Instagram/Facebook:
• In Facebook Shops and Instagram Shopping, variations are
listed directly on the product page as size or color options.
• Customers can select these variations while browsing
through your products.
8. Stock Quantity & Fulfillment:
Managing inventory and fulfillment effectively ensures you don't
sell out of stock items.
WhatsApp:
You may need to manage stock manually and keep track of
orders via a Google Sheet or other inventory management
systems.
Drop shipping: If you are doing drop shipping, your supplier will
handle the stock and fulfillment.
Instagram/Facebook:
Use an integrated inventory management system such as
Shopify, Woo Commerce, or Big Commerce.
Automatically update stock levels on your Facebook Shop and
Instagram catalog as items are sold.
Fulfillment Services: You can integrate with fulfillment
companies like Ship Bob, Fulfillment by Amazon (FBA), or use
drop shipping services for automatic product delivery.
9. Product Pricing:
Setting the correct product price is one of the most crucial
aspects of running an e-commerce business. It affects your profit
margins, sales, and competitiveness in the market.
WhatsApp:
Manual Pricing: Since WhatsApp does not have an automated
pricing tool like other platforms, you manually inform customers
of the prices through chat. When creating a catalog, ensure your
prices are clearly displayed alongside the product image and
description.
Price Negotiation: WhatsApp allows for price negotiations,
especially in cases of bulk orders or discounts.
Discount Offers: You can offer discounts directly in WhatsApp
messages by specifying a limited-time discount or a special deal
(e.g., “Get 20% off on your first order”).
Instagram/Facebook:
Dynamic Pricing: On Facebook and Instagram Shops, you can set
prices directly within the Commerce Manager or by linking to an
external platform like Shopify. Here you can also manage taxes
and shipping fees in real-time.
Discount Codes: If integrated with platforms like Shopify or Big
Commerce, you can create discount codes or run special offers
and promotions to encourage sales.
Currency Settings: If you sell internationally, Facebook and
Instagram allow you to display prices in different currencies,
ensuring customers see the correct price depending on their
location.
Price Rules: You can set price rules for various product
variations, e.g., offering different pricing for different sizes or
colors.
10. Discounts and Offers:
Offering discounts and promotions can increase your sales,
attract more customers, and encourage repeat purchases.
WhatsApp:
Custom Discount Codes: As WhatsApp doesn’t have built-in
promotional tools, you will need to create custom discount
codes manually and send them via chat.
Limited-Time Offers: Send direct messages to customers with
limited-time offers or clearance sales. For example, you can use
the message: “Hurry! Get 30% off on all products today only!”
Loyalty Programs: WhatsApp can be used to track customer
behavior. You can set up a loyalty program where customers can
earn discounts or free products after a certain number of
purchases.
Instagram/Facebook:
Discount Codes and Promotions: Both Instagram and Facebook
Shops allow you to integrate discount codes through platforms
like Shopify. You can create codes that customers can apply at
checkout for a specified percentage or fixed amount off.
Seasonal Offers: You can run seasonal promotions such as Black
Friday sales, Holiday discounts, or Buy One Get One Free (BOGO)
deals.
Instagram Stories: You can create exclusive discount codes and
post them on Instagram Stories to engage your followers. You
can use features like Countdown Stickers to create urgency.
Bundle Discounts: Offer product bundles at a discounted price
on Facebook and Instagram to encourage customers to purchase
more.
11. Customer Engagement:
Engaging with your customers on these platforms is essential for
building trust and loyalty.
WhatsApp:
Direct Communication: WhatsApp’s real-time messaging allows
for instant customer support. Create a FAQ list and use Quick
Replies for commonly asked questions.
Personalized Messages: Personalize messages based on the
customer's order history or preferences. Use customer names,
offer product suggestions, and send them exclusive offers.
Broadcast Lists: You can create broadcast lists to send messages
to multiple customers at once. This is helpful for announcing
promotions, new product arrivals, or important updates.
WhatsApp Groups: For loyal customers, create private groups
and offer them exclusive deals, early access to new products, or
discounts.
Instagram/Facebook:
Engage in Comments: Respond to customer comments on your
Instagram posts and Facebook posts quickly. Keep the
conversation going to increase your engagement rate.
Instagram Polls/Questions: Use Instagram Stories to engage
customers with polls, quizzes, and questions. This helps you
understand customer preferences and improves product
development.
Facebook Groups: Create or join Facebook Groups related to
your industry. Share valuable content and engage with group
members to build a community around your brand.
Messenger Bots: Use Facebook’s Messenger to set up chatbots
that can handle customer inquiries automatically. Bots can
answer common questions about product availability, shipping,
returns, and more.
12. Shipping and Delivery Management:
Shipping is critical for ensuring that customers receive their
products on time and in good condition.
WhatsApp:
Manual Shipping: WhatsApp doesn’t integrate directly with any
shipping provider, so shipping needs to be handled manually by
you or your fulfillment team. You’ll need to track shipping via
courier services and communicate updates to customers.
Shipping Notifications: After the order is shipped, send a
message to your customer with their tracking number and an
expected delivery date.
Shipping Quotes: You can also use WhatsApp to discuss shipping
costs and methods with your customers, offering them the best
options based on their location.
Instagram/Facebook:
Integrated Shipping: If you use platforms like Shopify or Woo
Commerce, they integrate with various shipping providers like
UPS, FedEx, and DHL, enabling you to set up automated shipping.
Shipping Rules: Set shipping rules based on destination, weight,
or order value (e.g., free shipping over $50 or discounted
shipping rates).
Shipping Labels: For Shopify users, you can print shipping labels
directly from your platform and automatically update your
customers on the delivery status.
Estimated Delivery Dates: Provide customers with estimated
delivery times when they check out, and automatically send
updates when their product is shipped.
13. Stock Management:
Efficient inventory management ensures you don’t oversell or
run out of stock.
WhatsApp:
Manual Inventory Tracking: WhatsApp does not integrate with
inventory management systems, so you must track stock
manually through tools like Google Sheets, Excel, or inventory
management software.
Real-time Stock Updates: As orders come in, update your
inventory accordingly. Use WhatsApp to communicate if an item
is out of stock, offering alternatives or informing the customer
when it will be available.
Stock Alerts: Keep track of inventory levels and set manual
reminders to restock products when you are running low.
Instagram/Facebook:
Automated Inventory Tracking: If using Shopify, Woo
Commerce, or Big Commerce, these platforms integrate with
Facebook and Instagram Shops, allowing you to track stock in
real-time. These platforms will automatically update stock levels
on the front end when products are sold.
Low Stock Notifications: Automatically receive notifications
when products are low in stock, so you can replenish them
before you run out.
Stock Variations: You can create variations for each product
(e.g., size or color) and set individual stock levels for each
variation (e.g., 10 red shirts, 15 blue shirts).
14. Fulfillment:
How you fulfill and deliver your products to customers will
impact your business’s reputation and customer retention.
WhatsApp:
Manual Fulfillment: You’ll need to manually process orders, track
shipments, and handle delivery. Fulfillment can either be done
in-house (packing and shipping) or via third-party logistics (3PL)
providers.
Drop shipping: If you are using a drop shipping model, you can
use WhatsApp to communicate with your suppliers and ensure
products are shipped directly to your customers. You won’t
handle the physical products, but you’ll still need to manage the
customer communication and order status.
Instagram/Facebook:
Third-Party Fulfillment: Platforms like Shopify and Big
Commerce allow integration with third-party fulfillment services
(e.g., Ship Bob, Fulfillment by Amazon (FBA)). These services
automatically fulfill and ship orders as they come in.
Shipping & Returns: You can set up return policies and shipping
guidelines on your Instagram/Facebook Shops. This provides
transparency and makes the buying process easier for
customers.
Inventory Management and Fulfillment: If you use Shopify, you
can integrate it with fulfillment services like Ship wire or
Rakuten, which will automatically pick, pack, and ship orders for
you.
15. Customer Reviews and Feedback:
Gathering customer feedback is essential for building trust and
improving your products and services.
WhatsApp:
Customer Feedback: After completing a sale, you can ask your
customers for feedback through WhatsApp messages. You can
create short surveys or ask for reviews directly in the chat.
Testimonials: With customer consent, share testimonials on
your social media pages or website to build credibility.
Instagram/Facebook:
Reviews and Ratings: On Facebook, customers can leave ratings
and reviews directly on your Facebook Page. Encourage happy
customers to leave positive feedback.
Instagram: While Instagram doesn’t have a formal review
system, you can encourage customers to post about their
products, tag your brand, and use your hashtag.
Influencer Reviews: Collaborate with influencers to share their
reviews of your products on both Instagram and Facebook. This
can boost visibility and brand credibility.
16. Analytics and Reporting:
Tracking performance and customer behavior is essential for
growing your business.
WhatsApp:
Manual Tracking: WhatsApp doesn’t have built-in analytics, so
you’ll need to track engagement, orders, and sales manually or
through a CRM system like Hub Spot or Zoho.
Custom Reports: You can create custom reports using Google
Sheets to track orders, sales, and customer inquiries.
Instagram/Facebook:
Facebook Insights: Facebook provides a comprehensive suite of
insights that help you track engagement, reach, and sales
through your Facebook Shop.
Instagram Insights: Instagram’s built-in analytics give you
insights into your post performance, including impressions,
engagement, and audience demographics.
Google Analytics: For Instagram/Facebook-driven traffic, you
can use Google Analytics to track conversions, ecommerce
performance, and traffic sources.
17. Customer Relationship Management (CRM):
Effective CRM is key to maintaining long-term relationships with
your customers, driving repeat sales, and ensuring customer
satisfaction.
WhatsApp:
Customer Segmentation: With WhatsApp, you can manually
segment your customer base by categories such as new
customers, repeat customers, or high-value clients. Segmenting
allows you to send personalized messages to each group,
increasing the likelihood of conversion.
WhatsApp Broadcast Lists: Create broadcast lists to send
targeted offers or updates to specific groups of customers. For
example, you can create lists like VIP Customers or Holiday
Shoppers, allowing you to tailor promotions and messages to
their interests.
Follow-Up Messages: Send reminders or follow-up messages
after purchase to ensure customers are happy with their
products and offer them future discounts or promotions. You
can use WhatsApp templates for a consistent follow-up process.
Customer Feedback Loop: Create feedback loops with
customers by sending short surveys or asking questions after
they receive their orders. Use their responses to improve your
product and service quality.
Instagram/Facebook:
Facebook CRM Integration: Use CRM tools like Hub Spot or Zoho
integrated with Facebook Messenger to automate customer
interactions. You can use these tools to track interactions,
monitor buying behaviors, and create targeted marketing
campaigns.
Messenger Bots: Use automated bots in Facebook Messenger to
engage with customers 24/7. Bots can answer frequently asked
questions, recommend products, and even help customers
complete their purchases without human intervention. For
example, Many Chat or Mobile Monkey can help automate
responses and build engaging flows for customers.
Instagram Direct Messages: While automated responses in
Instagram Direct Messages are limited, you can still manage
customer queries by setting quick replies for frequently asked
questions (e.g., shipping status, return policy, etc.).
Customer Retargeting: Use Facebook Pixel to track website
visitors and retarget them with ads on Facebook or Instagram.
You can create Lookalike Audiences to find new customers who
resemble your existing ones, increasing the likelihood of
conversions.
18. Content Strategy and Engagement:
Having a content strategy tailored to your audience can help you
build brand awareness, engage with your followers, and convert
them into customers.
WhatsApp:
Product Showcase: WhatsApp Business allows you to create a
catalog with images, prices, and descriptions. You can send this
catalog to customers directly or post it in groups for promotion.
Product Demonstrations: Use video calls to provide product
demonstrations, answer questions in real time, and engage with
your customers personally.
Seasonal Promotions: Use WhatsApp Status to post time-
sensitive promotions or discounts. Since Status updates are
viewable for 24 hours, it’s a good way to push limited-time
offers.
Interactive Media: Share interactive content such as behind-the-
scenes videos, product launches, or customer testimonials to
keep your audience engaged.
Instagram/Facebook:
Instagram Stories & Reels: Use Instagram Stories and Reels for
quick, engaging content that connects with your audience. Share
behind-the-scenes footage, promotions, or product tutorials.
With Reels, you can create short-form video content that often
gets more exposure than static posts.
User-Generated Content (UGC): Encourage your customers to
share their experiences with your products on Instagram by
tagging your brand and using your custom hashtag. Repost these
UGCs to build social proof and increase engagement.
Facebook Live: Host Facebook Live sessions to engage with your
audience in real time. This can be a product launch, Q&A session,
or live demonstrations. Facebook gives you the ability to save
and share these live sessions later for future engagement.
Facebook Events: Use Facebook Events to promote special sales,
launch parties, or seasonal events. This feature helps to engage
customers, generate buzz, and build anticipation.
Paid Ads: Both Facebook and Instagram offer extensive
advertising tools. Use Facebook Ads Manager to create custom
ads targeting specific demographics, such as age, location, or
interests. Additionally, Instagram Ads (via Facebook Ads
Manager) can showcase your products in various formats like
carousel ads, photo ads, video ads, and Stories ads.
19. Shipping and Logistics Management:
Managing logistics is critical for ensuring timely delivery,
minimizing costs, and maintaining customer satisfaction.
WhatsApp:
Tracking Orders: While WhatsApp does not have direct
integrations with logistics platforms, you can manually share
tracking information with customers after shipping their orders.
This helps keep your customers informed.
Custom Shipping Solutions: You can use WhatsApp to
communicate with your local or international courier services to
negotiate better shipping rates or faster delivery times,
enhancing customer experience.
International Shipping: For international orders, you can use
WhatsApp to get quotes and coordinate with third-party
fulfillment services (e.g., DHL, FedEx, Aramex) that provide
tracking and delivery notifications.
Instagram/Facebook:
Integrated Shipping: Both Instagram and Facebook Shops allow
you to integrate with shipping platforms (like Ship Bob, Ship
Station, and Easy ship), automating the process of managing and
printing shipping labels directly from your commerce platform.
Shipping Partners: You can connect with shipping providers to
offer options such as same-day delivery, 2-day delivery, or free
shipping promotions for your customers.
Shipping Updates: Use Facebook Messenger or Instagram Direct
Messages to automatically send updates to customers about the
shipping status of their orders, including shipping delays and the
estimated delivery window.
Return & Exchange Policies: Set up an easy-to-follow return
policy on both Instagram and Facebook so that customers
understand your procedures for exchanges and returns. Offer
prepaid return shipping labels to reduce friction.