WhatsApp has a huge user base. Five billion people have downloaded it and two billion people use it every day.
In order to get their message out to such a large number of people, firms are racing against one other. Although it may sound simple, it’s actually rather difficult due to the fact that WhatsApp does not now display advertisements and its encrypted chat method means that targeting would be quite limited.
WhatsApp has proven to be a valuable marketing tool for forward-thinking businesses. For customer support, one-on-one conversations, and unorthodox marketing initiatives, the messaging app has shown its worth.
Many companies aren’t sure if a presence on WhatsApp is worth the time and money because of the platform’s restrictions. We’ve got the answer for them: it’s worth it.
Why use WhatsApp for your business?
Because of the sheer scale of WhatsApp’s user base, it immediately appeals to advertisers. In nations like Brazil or India, where there are 108 million and 390 million monthly active users, this is very important. With 75 million active users, the United States comes in third.
Beyond the sheer size of WhatsApp’s user base, there are three primary reasons why organisations should seriously consider establishing an account there.
Customer service might be aided by using WhatsApp. Using a platform they’re already familiar with, community managers are able to rapidly and simply interact with consumers. Brands may use it for free as well.
Second, the value of WhatsApp as a digital communication tool is grossly understated. Over 500 million people use WhatsApp Status on a regular basis. Group messages may be sent to up to 256 individuals at once, while one-on-one communications can be used to create connections with consumers and increase brand loyalty.
WhatsApp marketing is more powerful than many businesses think. Marketers have a plethora of options for increasing revenue and increasing conversions, ranging from sending sponsored notifications to texting prospects directly.
Before we get into how to utilise WhatsApp for businesses, we need to clarify how small and medium-sized organisations may benefit from its features compared to bigger enterprises.
WhatsApp Business vs. WhatsApp Business API
For commercial purposes, it doesn’t make sense to use WhatsApp through a personal account. This puts your account and all of its benefits at danger, and you don’t want that to happen, do you?
WhatsApp provides a solution for small businesses: WhatsApp Business. Both Android and iOS devices may use this software. Even so, if you already have a business account set up on WhatsApp, you may access it online using WhatsApp Web and utilise it in-browser.
WhatsApp Business is a dedicated tool for small businesses looking to better manage their WhatsApp presence. It’s free to use but has less functionalities than WhatsApp’s Business API.
With WhatsApp Company, you can create a business profile and send messages while you’re on the go.
- Business Profile: A WhatsApp business profile might include your email address, location, description, URL, hours and even a company logo.
- WhatsApp Business Statistics: The quantity of messages sent, delivered, viewed, and received may be seen in the basic analytics statistics for your account.
- Labels: Active discussions with consumers may be labelled with custom colours to help you stay organised.
- Greetings: Customers that begin a conversation with your company will be greeted with a pre-selected message.
- Away messages: Even if you aren’t online, you may still send out automated messages to your consumers.
- Quick replies: Short instructions beginning with “/” can be used to swiftly deliver frequently-used answers. It is possible to input “/address” and have a pre-written message like “Thanks for asking!” immediately be sent to consumers.
Small businesses will appreciate the ease of use provided by the WhatsApp Business app. It makes information about the company more accessible to clients and makes it easier to organise talks. For a smaller client base, it provides the ability to use response templates and certain automated responses.
When it comes to dealing with a huge number of users or adding new features, medium and large-sized businesses may require a more robust tool. WhatsApp Business API comes into play here.
What is the WhatsApp Business API?
In order to gain access to WhatsApp’s source code, businesses can use the WhatsApp Business API.
The WhatsApp Business API is an application programme interface that enables companies to receive and respond to limitless WhatsApp messages without any interruptions. It was launched by Facebook in August 2018 to help medium and big businesses increase their consumer interaction on WhatsApp by providing them with a personalised solution.
WhatsApp Marketing – interacting with clients using their preferred platform
When it comes to promoting your product or service, WhatsApp marketing is the most successful method. Improved brand placement through personalised messaging is one of the greatest advantages of WhatsApp marketing. Your clients may receive personalised promos and updates with this tool. Group conversations, push alerts, and broadcast lists are just a few of the features that may help you establish client loyalty with WhatsApp Business.
Let’s take a closer look at the importance of using WhatsApp to properly promote your business.
1. Fast, secure, and cost-effective
People in today’s fast-paced digital world expect firms to respond quickly to their questions or concerns. As a business owner, WhatsApp Business may let you do the same for your clients. The Quick Replies function allows you to save and re-use the message you are anticipated to deliver more frequently. Another important tool is “Labels,” which allows you to label your messages and contacts for easy organisation. You’ll always have easy access to a specific conversation this way.
Using WhatsApp’s encryption and authentication ensures that all your messages are safe and secure at all times. A verification process is also part of the process of setting up a WhatsApp Business Account, which increases your trustworthiness. Customers are more likely to remain loyal to a business they feel they can trust when the profile on your website has been verified.
The most important thing to keep in mind is that WhatsApp does not eat away at your wallet! You don’t have to pay anything to use WhatsApp Business. You don’t need much more than a reliable Wi-Fi connection to get started with WhatsApp marketing for your business.
2. Wider demographic reach
There are WhatsApp subscribers in 180 countries across the world. Because of its basic functioning, it is in high demand among people of all ages. With WhatsApp, you can communicate with anyone in the world, regardless of where they are, how old they are, or what gender they identify as. As a result, you’ll be in a better position to expand your company.
3. Supports engaging and personalised communication
With WhatsApp, you can rethink how you engage with your consumers and clients. A wide range of communication possibilities are available. Images, movies, gifs, PDFs, and a slew of other file types may all be sent using WhatsApp. Depending on their choices and interests, you may also divide your audience into distinct categories. Customers will be more likely to stay loyal to your brand when you use this method of communication.
It is critical that your communication design be well thought out in advance. Make sure you’re not solely focusing on marketing communications. Be careful to both inform and amuse your audience. Also, don’t flood your consumers with texts every few minutes or every hour. Your brand’s appeal to them may wane as a result.
4. Helps gain valuable customer insights
An understanding of how your customers feel about your product or service is essential to building customer empathy. You can’t measure the performance of your marketing activities without collecting thorough information on your customers. The “Statistics” function in WhatsApp Business lets you see how many messages you’ve sent, delivered, received, and read. You may also keep tabs on the times when your customers are most engaged on the network and organise your marketing campaigns around those times. As a result, you’re able to have a deeper understanding of your clients’ motivations for purchasing.
Checking statistics is simple. Open your WhatsApp Business > Tap More Options. Then click on Business Tools > More Options > Statistics.
5. Facilitates automation & FAQ
Using the WhatsApp Business app, you can automate all of your conversations and message flows while also providing your audiences with near-real-time answers. Consider that you are a travel agency. Among the often requested items by your consumers are things like flight schedules and confirmation numbers, just to name a few. Automated systems are used in this situation, as well. Rather than starting from scratch each time, it is more convenient to use a single response template.
Setting up “Away” messages when you are unable to react can also be automated. As a result, you’ll be able to keep your clients updated and show them that you value their loyalty to your company. This feature is very useful when you’ve just received a first-time communication from someone. Long-term, it might assist in developing a favourable image for your company.
WhatsApp customer service tips & tricks
First and foremost, WhatsApp is a customer care medium for most companies. It’s an easy and natural way for consumers who use it as their primary method of digital communication to get in touch with businesses when they have queries or issues.
Customers increasingly prefer to communicate with businesses via text message more than any other method. It’s fast, simple, and doesn’t necessitate long waits on the phone.
For those who use WhatsApp, customer service is a no-brainer. But it’s also a terrific way for companies to provide excellent customer service. To help companies better serve their WhatsApp customers, we’ve compiled the following list of best practises:
1. Always respond within 24 hours
The success of WhatsApp Customer Service relies heavily on its ability to respond quickly, which may seem obvious to some. Since 42% of those who message brands now anticipate a response within an hour, it’s clear that this expectation has grown. Those that respond quickly to customer service inquiries earn a lot more money from their clients than businesses who don’t.
2. Take advantage of different message formats.
For both companies and customers, WhatsApp has a slew of features that make communication more convenient. As an example, you may email images, videos, specific locations, GIFs, PDFs, or even voice recordings.
Using a range of formats allows you to respond to consumers’ questions in a variety of ways. Users may provide images or videos of the problems they’re having, and brands can offer video lessons or PDF manuals to assist them.
GIFs may also be used to create a fun, good customer service experience, especially if they’re used in a way that’s suitable.
3. Consider using WhatsApp chatbots
With the WhatsApp Business API, you can create a chatbot that responds to frequently asked queries for your company. You’ll always be able to respond to a message within 24 hours if you choose this method.
It’s critical, though, that you don’t rely just on the bot. Think of it as a human-assisted FAQ, with a human on hand to address fewer often asked issues and provide more individualised service.
Using the WhatsApp Business app, even if you don’t have access to the API, you can still set up automated away messages and greetings to save time and keep response times low.
4. Publicise your WhatsApp customer service number
In order to encourage visitors to contact you over WhatsApp, you may use Facebook’s click-to-WhatsApp advertisements.
Summing Up
Many new alternatives for customer service and marketing will be available on WhatsApp in the next few years. Facebook is definitely trying to monetise the platform and integrate it into its product ecosystem as seamlessly as possible.
Across the globe, WhatsApp marketing is becoming a sensation. Whatsapp is the world’s most popular messaging service, and nearly everyone has used it at some point. WhatsApp’s ability to be used for nothing at all is a huge perk. Because it’s free, it’s easy to get in touch with large numbers of customers at once, therefore promoting future involvement.
