Personalised messaging has emerged as the go-to method of business communication and is highly regarded. From a simple social messaging platform to an essential business tool, WhatsApp has gone a long way.
The platform was first developed as a messaging tool that would display to user’s other people’s statuses, letting them know whether or not they were online. In 2018, the messaging service garnered media attention when the WhatsApp Business app was introduced.
The tool’s goal was to link customers and small company owners. Larger businesses can benefit from WhatsApp’s API by using it to send notifications to customers and offer first-rate customer service.
Table of Contents
- What is WhatsApp Business
- Why should you use WhatsApp Business?
- What distinguishes WhatsApp, WhatsApp Business, and WhatsApp Business API from one another?
- What are the benefits of WhatsApp business?
- WhatsApp for Business features
- How do I begin using WhatsApp Business?
- What is the WhatsApp Business Platform?
- How to build a WhatsApp business platform?
- Best Practices for Using WhatsApp for Business
- How to Use WhatsApp for Customer Service?
- WhatsApp Messenger vs. WhatsApp Business
- How to Create Effective WhatsApp Marketing Campaigns?
- With MyOperator, you can send WhatsApp marketing campaigns in 2 simple steps
- Top WhatsApp Marketing Tips:
- Using WhatsApp for Internal Communication: Pros and Cons
- Case Studies: Successful Uses of WhatsApp for Business
- How to Get Started with WhatsApp Business?
- How to Use WhatsApp Business for E-commerce?
- The Future of WhatsApp Business: Trends and Predictions
- MyOperator: Bringing to you the Best WhatsApp Platform for Your Business
What is WhatsApp Business?
WhatsApp Business, the business-oriented solution stands apart from the initial tool in every way.
The first version of the tool has more of a social media platform functionality, whereas this variant is only meant for business use. However, you can use each solution on the same device if your personal and work phones are separate. Simply assign a different phone number to each account when registering it.
This application is designed to enable users to provide a customer service-like service to their users. Businesses of any scale can communicate with potential and current clients personally by offering a business solution for WhatsApp users.
It also protects your client’s best interests by preventing you from messaging them on WhatsApp unless they initiate the conversation, provide their phone number, and indicate their desire to hear from you on WhatsApp. This fully protects the data of your clients.
Why should you use WhatsApp Business?
Simply put, users around the globe are becoming more and more accustomed to using the app WhatsApp. Due to WhatsApp’s widespread use, your clients will have no trouble implementing it.
While using this platform for customer communications, the messages are kept confidential. Since WhatsApp uses encryption to protect all data exchanged, only those participating in the chat can access it.
Those who use the business solution can benefit from the same degree of security. You can therefore be sure that the data cannot be compromised if a client needs to share some private information, like a debit or credit card number.
Several teams within your organisation can benefit from the platform’s secure communication channel. The tool can be used by your sales representatives as a means of sending invoices to clients as well as serving as their initial point of contact.
The option to send different media can be used by members of your marketing team to create more individualised marketing campaigns. The service also offers help teams with an easy and efficient way to handle customer cases.
On the app, you can keep tabs on how each team is functioning. Additionally, these teams can also access WhatsApp from multiple devices at the same time. Isn’t that great? There is more to it, keep reading.
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What distinguishes WhatsApp, WhatsApp Business, and WhatsApp Business API from one another?
WhatsApp is a free messaging app designed for private, one-on-one or group conversations. The conversations use the internet instead of a phone network, so there are no SMS or phone network fees involved.
With billions of users worldwide, WhatsApp is both the most widely used chat app and the top business messaging tool. In order to stay in touch with friends and family in the manner that suits them best, users can also send and receive calls via video or voice.
2. WhatsApp Business
WhatsApp Business is best suited for freelancers, small companies, and B2C customers with a maximum of 50 clients. You can simply install it on your personal phone and use it for alerts, automated responding, voice calling and client contact. On the standard WhatsApp, the individual profile is pretty basic.
The only other things you can put are your name, profile picture, status, and your phone number. On the other hand, you can put a lot more on the business version, such as:
- The hours of operation.
- Location of the business.
- A personalised note outlining your company.
- Name of your company, location, and contact information.
- A photo for your profile. For instance, this could be a picture of what you offer or the logo for your business.
The benefits of WhatsApp Business over session-based live chat are similar to those of other social messaging platforms. Customers can participate in conversations in real-time or at their leisure without losing the history of previous exchanges. Consumers won’t have to repeat themselves, and agents can personalise encounters by drawing on previous conversations.
WhatsApp Business is quite beneficial and free for small company requirements. However, you cannot share the software with your co-worker’s team; it is only compatible with one device. If you are content with the size of your company and have no plans to grow it, this is a very sensible choice to go with.
3. WhatsApp Business API
The WhatsApp Business API is intended for enterprise, commercial, and bigger SMB support teams that must handle a greater number of customer requests.
The majority of companies that switch to the WhatsApp Business API are scaling and require either more features and authority than the inbox for WhatsApp Business or they need to give away access to their account with multiple users.
To reach your customers where they are, you can integrate WhatsApp with your existing CRM and customer support software using the API.
Along with all of your other support platforms, your support teams can quickly reply to customer requests and questions via WhatsApp to keep everything in one place. AI can also be used to accelerate requests for assistance and free up your agents’ time.
What are the benefits of WhatsApp business?
Speaking of WhatsApp Business’s advantages, it fosters confidence by using end-to-end encryption to protect users’ private information. Branded profiles also provide customers with the assurance that communications are coming from a trustworthy sender, which SMS lacks.
Moreover, WhatsApp combats spam by enforcing rigid corporate policies and standards for outbound messages, including limitations on particular message categories. Additionally, customers have to agree to receive messages from third parties, and their input has the power to affect quality ratings.
WhatsApp Business can be beneficial for you if-
- You need to transmit two or more messages to your clients over the course of a day or two, depending on the context. e.g. delivery update. In this instance, WhatsApp texts cost less than text messages. Additionally, a WhatsApp chatbot and a simple chat scenario will make it much simpler than a call from a contact centre if the ordering process necessitates having a conversation with the customer
- You are a B2C with a sizable customer base or a significant inflow of new customers who frequently use the channel to obtain assistance.
- There is a massive incoming flow to your live chat or call centre. With the new channel, this communication can be readily automated. Furthermore, you are going to enhance conversion
- You are providing information that customers ought to have simple access to. Usually users find it unfavourable, but checks and reservation confirmations are typically the only things that end up in the inbox.
Some additional benefits include:
- With WhatsApp, you can have instantaneous conversations with your clients, giving them more flexibility and ease.
- You can enhance strategic communication; initiating a conversation with a customer using proactive, templated messages is a fantastic way to develop a personal connection, drive sales, and raise brand awareness that distinguishes you from competitors.
WhatsApp for Business features
The Whatsapp Business app and API both provide effective, interactive features for businesses to foster stronger client connections. The API, on the other hand, opens up more sophisticated features than the app by itself to boost user interaction, brand loyalty, and revenue.
The statistics element of the business solution is one of its most valuable features. Users now have the option to explore their customers’ degree of interaction with the tool.
The number of communications that are sent, delivered, read, and received is visible. By demonstrating what works and what doesn’t, this data shows you insights that could guide your application approach.
The following are some notable WhatsApp features that companies can use:
1. Business Profile
Customers look for businesses they choose to do business with to present a proper, professional image. With WhatsApp Business, you can build a branded profile that makes it simple for customers to learn more about your company and feel confident interacting with an authorised organisation.
You can include details like these in your customised profile:
- Name of the company.
- Address with integrated map.
- Business Hours.
- Contact details.
- URLs of websites
- A logo, and a header image.
- Social networking sites.
To prevent customers from having to abandon the app in search of information, you can build a catalogue within your branded profile that features your goods and services. You can add the object’s name, descriptions, prices, and more. You can also include links and product barcodes.
2. Quick responses
Support teams can set up keyboard shortcuts for commonly asked queries by using quick replies. Your customer service representatives will be prepared with a quick response so they can respond to the customer without having to write out a new message each time. Media such as photos and videos may be included in the responses.
Quick responses assist businesses to achieve faster response times, less work for agents, and a more engaging customer experience.
The WhatsApp Business app has a similar user interface to the consumer version but adds a few more practical features, notably the Catalog function.
With the help of Catalog, entrepreneurs can set up a mobile storefront with up to 500 products that provides customers with images, costs, product codes, and a website link. Consumers will also be able to see your verified business page, which will let them know that your company is real.
If you are wondering what are the things that catalogues help companies accomplish, the answer is, catalogues offer a complete shopping experience and product links to entice customers to a website where they can make purchases.
4. Media-rich format
Using a variety of media is a wonderful way to add personality and make customer communications more engaging. Your clients will feel more human and welcome when you use media-rich messages.
The following are some examples of media-rich format messages:
Using media to communicate information can make it far simpler and clearer than simply using text. For instance, you might want to remind your client about their abandoned shopping cart.
A great method to encourage them to complete the purchase is to include a picture of the product and an URL that takes them back to the shopping cart. Not just that, by adding personality and creating memorable encounters, media-rich messages help companies develop stronger connections with their customers.
5. Outbound alerts
Proactively communicating with your clients offers transparency and sends an indirect message that they are important to your business. Outbound notifications have two varieties: transactional and non-transactional.
Transactional outbound messages are used to share information about orders, such as purchase confirmations, shipping updates, tracking numbers, payment alerts, and information on support tickets.
Non-transactional outbound alerts may contain the following:
- Tailored communications based on tastes, past actions, or behaviours
- Sales, advertisements, special offers, or vouchers
- Details about new products
- Updates to the conditions of service or any changes to the policies
Customers can be reached out to in bulk via outbound communications by using message templates for proactive communication. Templates convey information from your other business systems, such as shipping notifications, updates to support tickets, reminders for appointments, updates on payments, and promotional offers, among other things.
You can create 250 templates using the WhatsApp Business Platform, which includes WhatsApp Business and the WhatsApp Business API. You can also contact WhatsApp to request up to 1500 templates if you require more than 250.
Chatbots are now an essential component of customer service, giving round-the-clock assistance and responding to frequently asked questions while reducing the workload for human agents.
Additionally, chatbots can use customer data to provide excellent customer service through personalised replies, automated cross-sell and upsell activities, and assistance with common problems. For example, with the introduction of AI, you can train ChatGPT for ownknowledge base and they can enable companies to accomplish 24/7 assistance, direct clients to the appropriate divisions and suggest self-service choices like frequently asked questions (FAQs) etc.
Chatbots enable companies to accomplish 24/7 assistance, direct clients to the appropriate divisions and suggest self-service choices like frequently asked questions (FAQs) etc.
7. Categories and labels
A well-organised contact list and chat history are essential for efficient customer dialogue. You can use labels for quick scanning and categories to locate and choose your chats and contacts more quickly and easily in the WhatsApp Business App. You can change the text and colour of labels to see the state of each conversation.
The following are some suggested labels:
- Unresolved issue
- New clients
- Fresh deliveries
- Deferred money
- Customer opinions
You can easily add and manage 20 labels with the WhatsApp Business App to start communicating with greater efficiency.
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How do I begin using WhatsApp Business?
The part where you communicate with your customers is the most satisfying. However, there are a few technological steps you must take to begin:
- A Facebook Business Manager account should be created.
- Verify your company.
- Sign up for a WhatsApp corporate account.
- For your WhatsApp company account, create a line of credit.
- Have a command line tool, such as Terminal, or an app that can make cURL requests.
Setup the WhatsApp Business API on MyOperator or another online service. Simply update your settings after installation, then send test messages to make sure everything is functioning correctly. Although 800 numbers are permitted, a country code is necessary.
What is the WhatsApp Business Platform?
Businesses that require more support requests than the WhatsApp for Business app can manage should use the WhatsApp Business Platform. In order to meet more complicated business requirements, it integrates the WhatsApp API into your current tech stack.
WhatsApp for Business Platform is the next step in handling messages for your company, whether it is a developing SMB, a well-established company in the business world, or a large multinational corporation.
How to build a WhatsApp business platform?
The process is simple with the proper customer service software partner. You should migrate your current WhatsApp Messenger account first if you have one. Simply open the app, then do the following:
- Set your company name
- Validate your business phone number
- Create your page.
- Look for customer service software that provides the WhatsApp API.
- Use WhatsApp to set up or validate your company phone number.
- Connect your WhatsApp account to your agent’s workplace.
- Change your company description
- Along with all of your other help channels, start interacting with customers on a large scale.
Best Practices for Using WhatsApp for Business
WhatsApp has grown into an essential tool for businesses to interact with clients, suppliers, and staff, with over 2 billion users across 180 countries. However, compared to using WhatsApp for personal reasons, using it for business needs a different set of procedures.
We will examine the ideal methods for utilising WhatsApp for business in the following section.
a) Be sure your profile is related to what you do
In order to draw in more consumers, your WhatsApp profile serves as your storefront and requires a strong brand image. In the present business environment, there are two different kinds of businesses: those that prioritise customer service and those that promote sales.
While the latter tries to increase direct conversions, the former seeks to forge a strong emotional connection between customers and its brand. You must create a WhatsApp Business strategy based on the type of service your company offers.
Your biography ought to be pertinent to your company. You should also make sure that your company profile is straightforward, appealing, and engaging.
b) Pick your words wisely
It’s crucial to use formal language and appropriate tone when using WhatsApp for work. Slang, emoticons, and unprofessional or perplexing abbreviations should be avoided. To make your messages obvious and understandable, use complete sentences and correct grammar.
c) Refrain from spamming your clients
You need to make sure you don’t bombard your customers with messages when your company begins using WhatsApp. It’s crucial to deliver messages that promote conversation to the right customers.
To increase the likelihood that someone will reply when you send a broadcast message, make sure the recipient is a prospect. Delivering a follow-up message to a client who hasn’t responded to your message in a week might be an option.
Always be mindful of how frequently you are messaging your clients and avoid sending them an excessive number of messages. As a result, your account’s quality ranking could also go down.
d) Add Pictures and Videos to your Messages
Being creative is essential to grabbing customers’ notice in today’s competitive marketplace. Messages must be appropriate, distinctive, and spark their interest in order to capture their focus. By implementing innovative upselling and cross-selling initiatives, you can boost your direct sales through WhatsApp.
You should also include more in your messages than just normal text. Use interactive icons, catalogue lists, pictures, videos, infographics, and other media to keep your target market interested.
e) Utilise broadcast lists
You can transmit the same message to several recipients at once using broadcast lists. It can be helpful while distributing information or promotions to a sizable customer base. But be careful not to misuse this function excessively or you might get blocked or reported.
f) Gain better insight about your customers’ behaviour
Understanding your customers as an entrepreneur is essential to success. However, obtaining customer information so that you can make wise choices can be challenging.
For companies seeking to understand the behaviour and preferences of their customers, WhatsApp Business is a priceless resource. Metrics like views, clicks, reply times, and the quantity of user messages can give you important information about how users are interacting with your goods or services.
With the help of these metrics, your business can spot patterns in client behaviour and adjust its messaging to maximise its effectiveness.
Along with segmenting customers, viewing customer profile data from conversations, managing all contacts from a single location, and sending updates or promotional offers swiftly and easily; WhatsApp Business also gives you the ability to manage every contact.
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How to Use WhatsApp for Customer Service?
Employing WhatsApp for customer service is a great way to establish a direct line of contact with your customers.
Given their widespread availability and the casual atmosphere they can foster, apps like WhatsApp and WhatsApp Business have become increasingly popular among contact centres.
Customers enjoy interacting and conversing with live people. Apps for instant messaging offer a handy way to create a personal customer experience.
Some efficient methods for using WhatsApp for customer service include:
1. Communicate with notifications, updates, and alerts
By means of WhatsApp messages, you can share updates on orders such as packed, dispatched, out for delivery, arriving, etc. with no character restrictions. However, avoid filling the communication with pointless text.
Send WhatsApp texts to customers with information about forthcoming sales and promotions, along with links to buy or take advantage of the offer.
Customers frequently struggle to locate the exact details they require in order to use a service or product. By immediately sending your clients time-sensitive information via WhatsApp, you can close this gap. Send notifications, alerts, reminders, and suggestions to improve the brand experience for your consumers.
2. Offer after-sales assistance
According to Facebook research, 50% of participants who texted a company continued to do so throughout all phases of their customer journey, whether it was to request support, inquire about a good or service, or make an appointment or order.
Businesses can provide post-sales support with WhatsApp at an affordable price without having to make their customers wait in line. If a product requires more details or maintenance, you can provide live video lessons. Reimbursements can also be processed more quickly without a ton of paperwork or emails being sent back and forth.
3. Respond to customer questions on chat
Nobody enjoys having to wait a long period to speak with customer service. You could instead direct client inquiries to the WhatsApp chat. Through customer service agents or automated chatbots, you can provide live assistance to your customers.
In this manner, a live customer service agent can manage numerous inquiries simultaneously, which is not possible over a call. With automated chatbots, your client service will be available 24 hours a day, seven days a week, with little to no delays.
Even more so, this lessens the workload on your call centre, which can then be used only for challenges and inquiries that ask for human interaction.
4. Take customer feedback and interact with them
For businesses, customer care is more than just a one-way street. The WhatsApp corporate API enables two-way corporate communication.
Therefore, using WhatsApp, you can not only communicate with your customers but also gather data or feedback from them. Use WhatsApp to accumulate customer comments and inquiries so you can instantly reply to them.
On WhatsApp, unlike other platforms, there are hardly any file format limitations. Rich media formats like images, audio, videos, or GIFs can be used to convey non-promotional and personalised messages. It’s an outstanding way to engage your clients in conversation.
5. Distribute Your Product or Service Catalogue
The WhatsApp Business API solution makes it simple to exchange images and information about your goods and services with consumers. A product catalogue can be sent whenever a client requests it, needs it, or even when you have to send it out. You can include different things in the product catalogue, such as:
- Product title
- A brief summary
- Cost of the products
- Link to a product website
- An image
Thus, customers can quickly place an order using WhatsApp, eliminating the need for them to visit a website in order to learn more about the product or services.
Customers can readily use WhatsApp, even if they are not tech-savvy, unlike email or conventional SMS.
The best part is that WhatsApp doesn’t charge for SMS or have a character limit. They have the ability to forward, bookmark, and save communications. Isn’t that a win-win for both parties?!
WhatsApp Messenger vs. WhatsApp Business
Given WhatsApp’s popularity and ease of use, more small businesses are using it to interact with their customers. It became clear that a business-focused solution was required because the platform was initially designed for personal use, which led to the development of WhatsApp Business.
Are you considering using WhatsApp for your small business? You can design a page for WhatsApp Business that is specific to the goods and services your company provides. WhatsApp Business has more features than regular WhatsApp, which only allows for a profile picture, title, and description.
Here are a number of features of WhatsApp Business profiles that are not available on the primary app (WhatsApp):
- Your catalogue
- Working hours
- Company location
- A link to the website you run
Curious about the other key differences? Let’s dive in!
1. Build a business profile
The setting up of a company profile is one of the key differences between WhatsApp Business and Personal. In contrast to a standard profile, it will contain details about your company, contact info, and you may even add a list of the products and services you provide.
2. Auto-Greeting Message
To establish automatic greeting texts, go to the WhatsApp Business app’s settings. Every time someone texts you on WhatsApp Business, they will receive a welcome text that you can customise. This is a feature that is not available in WhatsApp messenger.
3. Instant responses
You may get various questions from potential new clients. Furthermore, you will need to communicate with and deliver messages to unsaved WhatsApp numbers.
There’s a chance that new clients will ask you concerns you have already addressed numerous times. Unlike WhatsApp messenger, quick reply is a feature that WhatsApp Business provides so you don’t feel like you are repeating yourself.
Go to Settings > Quick replies to get started. After setting this up, you will be able to respond to a number of frequently asked questions (FAQs).
4. Unavailability Notification
You can additionally compose messages for the same if you can’t reach your customers while you’re gone. Simply activate the “Away message” function on WhatsApp Business, set the automated messages that your clients will receive while you are away, and save your changes.
5. Options for advanced search
This is yet another function that distinguishes WhatsApp from WhatsApp Business. The Business app contains a number of sophisticated search categories that are not present in the default app. You can use them to look for conversations, unread messages, broadcast messages, or group texts that fall under a particular category.
6. Tags for chat
The chat label function is the most significant WhatsApp Business vs. WhatsApp difference. For each chat, you can give a different label and even give it an additional colour. You can keep tabs on your orders, create leads, and maintain organisation in your WhatsApp Business account by performing it.
One of the biggest advantages of WhatsApp and WhatsApp Business is that they do not compete with one another.
Both apps are easily maintainable on your smartphone. The majority of people use WhatsApp for personal purposes and WhatsApp Business for business. On your phone, you can readily tell them apart since each has a unique app appearance.
How to Create Effective WhatsApp Marketing Campaigns?
In order to raise brand recognition or inform recipients about a promotion or new challenge you are hosting; WhatsApp marketing involves sending messages on WhatsApp to those who have consented to receive messages from your business.
Businesses can send out promotional texts in bulk on WhatsApp by combining the WhatsApp Business App and WhatsApp Business API. By utilising WhatsApp for business, you can provide streamlined and dependable customer support without making your customers go above and beyond and fill out challenging forms.
The best aspect is the complete conversation will be captured in a record for your clients to review later. Also note that any step of the funnel can be optimised by using this messenger. Furthermore, using WhatsApp gives customers a centralised location for all of their needs, from sales to customer assistance.
Planning and carrying out successful WhatsApp marketing campaigns requires careful evaluation. Some of the steps include:
- Identify your intended market: Identify your target demographic and their areas of interest. This will assist you in creating content that is relevant to them.
- Establish precise objectives: Establish the goals for your WhatsApp marketing strategy, such as boosting sales or brand recognition.
- Create a WhatsApp user list: Build a subscriber list by gathering phone numbers from your target market. They must voluntarily consent to have texts sent to their personal phone number. In order to obtain consumers’ permission without being intrusive, there are a few effective methods
- Include a link to a click-to-chat feature in your promotional messages.
- Recommend getting WhatsApp notifications while checking out.
- Outline all the advantages of utilising this app.
- Give a subscription deal.
- Create noteworthy content: Create interesting, educational, and appropriate content for your target audience. This might include details about the products, deals for promotions, or helpful information like tips or guides.
- Make use of multimedia: To make your content more enjoyable to read and visually pleasing, use multimedia formats like images, videos, and GIFs.
- Customise: Use the recipient’s name or other personal information to make the communication more specific and personalised.
- Follow the rules and regulations: Make sure your marketing plan complies with WhatsApp’s rules in order to prevent any violations. To enhance the mobile user experience, you can also abide by the following basic rules
- The ideal image size for your WhatsApp marketing messages should be chosen. The ideal image resolution for WhatsApp posts is 800×800 pixels. It is 500×500 pixels for a profile picture.
- Make sure the PDF file you share is small enough to be downloaded even over 3G. 10 gigabytes or more are strictly forbidden.
Keep an eye on and evaluate your progress: Monitor the effectiveness of your strategy and evaluate the outcomes. Thus, you can make changes based on this knowledge to strengthen your upcoming campaigns.
Creating a WhatsApp marketing strategy enables you to:
- Make your business accessible round-the-clock and accelerate the communication process.
- Gain greater company awareness.
- Make use of the extensive multimedia format choices.
- Increase client satisfaction and retention.
- Using numerous agents and a shared inbox and central dashboard, provide superior customer service.
- Get a high open and response percentage while increasing customer engagement.
- Save resources by automating communications.
- Eliminate the need for your clients to register elsewhere.
With MyOperator, you can send WhatsApp marketing campaigns in 2 simple steps
Use MyOperator’s two main features to conduct a WhatsApp campaign:
- Templates: You can send subscribers messages in a pre-approved style that has been pre-approved by WhatsApp by using a message template.
- Broadcast: WhatsApp’s broadcast feature lets you deliver a message to a number of contacts at once. A broadcast communication, unlike WhatsApp groups, will show up as a private message in your chat with that person.
Top WhatsApp Marketing Tips:
- Use the Bold and Italics tools to boost the content.
- Choose statements that are brief, straightforward, relevant, and grammatically correct.
- Include a profile picture that accurately represents your company.
- Make use of WhatsApp status to advertise your deals.
- Utilise the “Send Exact Location” feature to share your location.
- Add customer opt-in.
- The directions (content) should be simple and easy to understand.
- Make effective use of WhatsApp groups’ group messaging features.
Using WhatsApp for Internal Communication: Pros and Cons
WhatsApp is a helpful tool for internal communication, but before using it as their main communication channel, companies should be informed of the benefits and drawbacks. While it provides real-time texting, is inexpensive, and has simple features, it also raises privacy issues, causes distractions, and compromises security.
As with any sort of communication tool, it’s critical to establish precise rules and policies for its use and make sure that the workforce is conscious of their duties when using WhatsApp.
WhatsApp can be a useful tool for internal communication in any company with the right use and management. Some of the pros and cons of using WhatsApp for internal communication include:
Internal Communication: Pros of using WhatsApp
a) Ease to communicate
WhatsApp is perfect for instant contact because it provides real-time messaging. The ability to communicate swiftly and effectively among co-workers is crucial in a fast-paced workplace.
With the aid of this feature, it is possible to receive instantaneous feedback on concepts, get clarification on business-related matters, and share crucial information that demands immediate attention.
Because WhatsApp is a smartphone app that is available for free, businesses can interact with their employees for a reasonable price. Employees can use their personal devices to remain in touch with their colleagues and managers without having to spend money on pricey communication tools.
c) Group interaction
WhatsApp allows you to establish groups and communicate with multiple staff members at once. Up to 256 colleagues can be included in a WhatsApp group.
This tool makes it easier for teams to communicate, share updates, and keep everyone updated on the task’s status.
d) Simple to Use
WhatsApp doesn’t require any specialised instruction or technical know-how to use. People can easily download the app and begin using it to interact with their co-workers.
Internal Communication: Cons of using WhatsApp
1. Privacy Issues
Despite the fact that WhatsApp provides end-to-end encryption, privacy issues still exist. Employees might not feel secure disclosing private information on a texting platform.
2. Work-life Balance
Given that WhatsApp is accessible 24/7, it may be challenging for staff members to keep a healthy work-life balance. They may feel forced to react to messages outside of working hours, which can lead to burnout.
3. Ownership of data
Most of the time, employers make sure there is a policy in place for things like suggestions, ideas, and any other general feedback. Nevertheless, with WhatsApp, the company has no control over the data, making it vulnerable to hacking or spreading at any time, even without the awareness of the company.
WhatsApp notifications have the potential to be annoying and reduce work. If they are constantly receiving messages on WhatsApp, workers might find it challenging to concentrate on their job.
Case Studies: Successful Uses of Whatsapp for Business
Small and big businesses all over the world have the ability to use WhatsApp Business to transform customer relationships into loyalty which impacts their profit margins. Customers’ trust and strong relationships are essential for any company to succeed.
One of the best marketing tools for growing your company with excellent customer engagement possibilities is WhatsApp Business. Using WhatsApp Business and continuing their previous customer interactions, many companies have reported success.
Let’s look at some of the examples of WhatsApp businesses that have been effective in India.
1. Brand: Saffola
The Saffola Beat the Crave WhatsApp Campaign, is the finest illustration of a successful WhatsApp campaign. It was developed to raise awareness of the new Active Slimming Nutri-Shake from Saffola and was solely advertised in the Indian market.
With Saffola’s WhatsApp diet buddy, the idea was to divert unhealthy food cravings until they subsided. Saffola uses a variety of voice messages, including rap music, comedic sketches, and guidance from a famous nutritionist, to help people deal with cravings in various ways.
According to WATConsult, Saffola’s Nutri-Shake product sales increased by 483% in the first month as a result of the Beat the Crave WhatsApp promotion. Additionally, it exposed some intriguing user habits in India.
Based on the users’ locations, some WhatsApp voice messages were more prevalent than others. For instance, Kolkata favoured celebrity guidance while Mumbai and Delhi liked comedic messages.
2. Brand: Happay
A secure and scalable communication option is important for fintech platforms, as demonstrated by Happay’s successful use of WhatsApp for business. Happay wanted a secure and scalable communication system to give customers real-time payment/balance details as well as transaction messages.
Through their collaboration with MyOperator, Happay was able to easily provide customers with transaction messages and real-time payment/balance information. Happay used the MyOperator communication tool to send customers an automatic SMS with transaction balance information following each transaction.
Customers also had the option of leaving a missed call to receive their Happay amount via SMS right away. Happay was able to easily incorporate SMS communication into the $1 billion in annual gross transaction value by using MyOperator.
Thus, with the help of MyOperator’s scalable communication cloud, Happay was able to manage millions of balance queries and transaction SMSes, demonstrating the significance of an integrated communication solution for fintech platforms.
3. Brand: The Kabadiwala
The Kabadiwala business, which was founded in 2014, uses a Software as a Service (SaaS) model to advance the field of smart waste management. It helps to identify and map resources that facilitate the collection of post-consumer waste, arrange efficient & affordable pickups, and implement them into the vendor/recycling network.
The “Kabadiwala” system for managing waste was made possible by WhatsApp Business’s features, particularly those related to broadcasting, automatic replying, message statistics, document sharing, and customer communication.
They receive about 60% of their pickup orders via WhatsApp Business. They have also noticed a 40% increase in revenue since using the WhatsApp Business app.
4. Brand: Tamilshirts
Tamilshirts is the trademark name for the clothing that Vilva Clothings produces that is inspired by Tamil language, culture, and architecture. Gopinath founded the company, which has its headquarters in Chennai, in 2015, and Rajasundaram joined in 2016.
More than 7000 clients currently live in India, Sri Lanka, Singapore, Malaysia, the United Arab Emirates, and the United Kingdom.
They currently have more than 590 designs. They operate their company with the single goal of promoting Tamil culture worldwide, and the WhatsApp Business app has helped them get to the top of the business world.
Reaching out to customers and following up promptly to address issues as soon as possible is the biggest challenge for any company. Tamilshirts categorise their customers with the assistance of WhatsApp Business, then contact them later to close the deal.
Furthermore, manually copying and pasting content to share the same set of responses took a lot of effort.
In this scenario, quick responses allowed them to be more effective. They claim that WhatsApp Business has helped their sales increase by 30%, client interactions increase by 70%, and lead conversions increase by 20%.
These are just a few cases of how WhatsApp Business can support your brand’s development and raise client happiness. By using these scenarios as inspiration, you can come up with creative campaigns for your own WhatsApp Business account.
There are a few methods to gather customer opt-ins for WhatsApp Business if you are thinking about how to promote WhatsApp Business as a customer support channel. Schedule a live demo now!
How to Get Started with WhatsApp Business?
The WhatsApp Business Platform employs a cloud-based API, which helps shorten the time it takes to deploy and the number of ongoing development resources required. In fact, signing up is quick and simple, enabling you to access the dashboard to receive and reply to user-initiated messages right away.
As a result, you can immediately begin interacting with visitors who click through from your website, help centre, advertisements, and much more. You can provide a better customer experience and possibly increase conversions with the support of these contextual, engaging conversations. Follow the steps below to get Started with WhatsApp Business:
- Download the WhatsApp Business App: On both the Apple App Store and the Google Play Store offer a free download of the WhatsApp Business app. Next, on your home screen, click the WhatsApp Business icon.
- Take a look at the terms of service: Once you have read and agreed to the WhatsApp Business Terms of Service, click Agree and Continue.
- Start Registration: After adding your country code by selecting it from the drop-down menu, type your phone number in the international phone number style. To receive your 6-digit registration code via SMS or phone call, press the Done or Next option, then click on Ok. Your 6-digit code must be entered to complete registration.
- Grant access: Allowing access to contacts and photos will allow you to transfer contacts from your phone’s address to the WhatsApp Business app. You can also grant access to the images, movies, and files on your phone.
- Create your account: You need to enter your company name, choose a business area, and select a profile photo.
- Build your company profile: To start, click on EXPLORE > company profile. All important business details like your company’s location, outline, operating hours, and more can be added here.
- Begin a conversation: Finally, your company profile is set up. Next you need to look up or choose a contact to message by tapping the chat option. Type your message in the text box. After that, select the send button.
How to Use Whatsapp Business for E-commerce?
Regardless of how large or small their e-commerce stores are, entrepreneurs can easily use the WhatsApp Business platform or WhatsApp API. They can consistently remain in contact with their customers and improve brand recognition and recall by having a WhatsApp-integrated e-commerce store.
At the end of the day, they can use WhatsApp for e-commerce to enhance the most crucial aspect of any company’s success, which is customer experience. E-commerce businesses can take advantage of this dynamic medium in the following ways:
a) Create your WhatsApp Business account
In 3 simple steps, businesses can set up a WhatsApp Business profile:
- In order to register, use your company phone number.
- Go to Settings > Business Settings > Profile, include your company’s location, contact details, operating hours, website and social networking links, and other content.
- Once your company has been verified by the WhatsApp team, your profile has been created and is ready to use.
Having a WhatsApp business profile offers companies the chance to connect with customers directly, broaden their reach to a global audience, and ultimately increase their potential for growth.
b) Build a group for your business
On your WhatsApp Business account, create a group for each good or service you are marketing. Here, your clients can communicate with you and one another. You can also use this space to educate customers about your goods or services and respond to their inquiries.
You can hold polls and conversations with your customers in this section as well. Customers can interact with one another by voting or leaving comments on surveys when you ask them things like, “Which feature do you like most? or What distinguishes our product or service from others?”.
c) Include new people to your group
Add your current clients to the Groups you set up for them. If they sign up for your WhatsApp Business account, they will immediately be added to the Group. Additionally, you can welcome new clients to the Group by using your WhatsApp Business account. Make sure the appropriate clients are added to the relevant groups.
d) Propose an offer based on the message discussions in your group
For any product or service, you can make an offer on WhatsApp Business. All you need to do is frame it on the conversations and polls your customers are participating in on your Group.
For example: Consider that what you are selling is a t-shirt. Your group members can vote in a poll you make there to determine their favourite colour. The most popular colour will then serve as the foundation for your offer.
e) Provide assistance to customers
An excellent tool for offering customer assistance in e-commerce is WhatsApp Business. It can be used to respond to client inquiries, handle grievances, and offer post-purchase assistance. You can even use WhatsApp Business to give your clients individualised advice and product suggestions.
f) Notify order updates and confirmations
In the e-commerce sector, WhatsApp Business is an ideal tool for communicating with customers about order confirmations and updates. To confirm their purchase and to inform them of its status, you can send them a text message. This increases client satisfaction and helps establish trust.
The Future of WhatsApp Business: Trends and Predictions
With more than 2 billion users, WhatsApp is the most popular messaging service worldwide. Exponentially, this amount will increase in the future. However, what does the future contain for WhatsApp Business? Here are some trends and predictions that could influence the platform’s future course.
1. Advancement in Chatbots and artificial intelligence
As more companies use WhatsApp Business, it may become difficult to handle the sheer volume of client requests and questions. Using chatbots and artificial intelligence (AI) to handle this problem is one solution.
Frequently asked questions can be quickly answered by chatbots, freeing up human customer support representatives to handle more complicated problems. Future versions of WhatsApp Business are likely to include more sophisticated AI-powered chatbots that can give each client a unique experience.
2. Improved Security
For businesses, security is of utmost importance, so we anticipate WhatsApp Business to continue spending on security features. We anticipate seeing improved encryption, two-factor authentication, and biometric verification in the future to guarantee the security of customer data.
3. Enhanced Integration with E-commerce Platforms
The COVID-19 pandemic has resulted in an unparalleled increase in demand for e-commerce. With social isolation policies in place, more and more consumers are turning to online purchasing, necessitating a strong online presence for businesses.
Several e-commerce platforms have already integrated with WhatsApp Business, enabling users to browse and buy goods right from the app. Future developments should make this integration even more seamless, giving consumers one spot to contact companies, place orders, and make purchases.
4. Augmented Reality (AR)
We anticipate that augmented reality, a quickly developing technology, will have a big impact on the future of WhatsApp Business. Businesses can provide consumers with a more immersive experience by integrating AR technology. For instance, using AR technology, a consumer can try on a product before purchasing it.
5. Analytics of data
For any company to make wise decisions, data is essential. WhatsApp is likely to expand its data analytics tools in the future in order to assist companies in better understanding customer interactions and messaging tactics.
By doing this, companies can better adapt their communications to the wants and preferences of their target audiences.
MyOperator: Bringing to you the Best WhatsApp Platform for Your Business
At MyOperator you can manage sales, support, & marketing conversations on one WhatsApp Platform in just a few easy steps.
This includes automated messages, an omni-channel platform that works for voice, SMS, and WhatsApp, 24/7 chatbot support, and the fact that more than 10,000 companies, including Happay, Razorpay, Amazon, and others, trust it. Are you ready to schedule a live demo?
In the present-day digital age, starting up WhatsApp for your company can be a game-changer. You can easily reach out to your clients, develop stronger relationships with them, and increase sales owing to its unmatched features and simplicity of use.
This comprehensive guide has given you all the necessary instructions and pointers you need to make the most of WhatsApp for your company, from setting up a business profile to using WhatsApp API.
Set up WhatsApp right away to start the process of changing your company’s communication. Remember, the options are limitless, and the possibility for growth is tremendous.
Q1: Is WhatsApp free for commercial use?
Ans: Small company owners were taken into consideration when creating WhatsApp business, a free app that can be downloaded on both Android and iPhone. WhatsApp Business offers tools to automate, sort, and rapidly respond to messages, which makes communicating with customers simple.
Q2. Is there a WhatsApp phone number?
Ans: There are no phone details available on the WhatsApp platform. Go to Profile and examine the Phone section to see which phone number is linked to your WhatsApp account.
Q3. Is my personal phone number acceptable for WhatsApp Business?
Ans: You cannot use the same phone number for WhatsApp on your personal and business account. Your personal account will be changed to a WhatsApp Business account if you use the exact same telephone number to sign up for both.
Q4. Can you use WhatsApp Business and the usual WhatsApp simultaneously on the same device?
Ans: The answer is no. One or the other must be used. It is therefore highly advised that you purchase a second mobile phone for your company and set up the business version on that gadget.
Q5. Can you use WhatsApp Business on a laptop or a web browser?
Ans: Yes. You must first download and activate the mobile app. Once you enter into the desktop or web client, everything will be synced.
Q6: How do I get WhatsApp Business solutions?
Ans: We’re here to help. Request a free demo or call us at +919212992129
Sudeepta Bora is the Senior Content Marketing Executive at MyOperator, with five years of expertise in multiple domains. Passionate about travelling, art & photography, she is also a tech enthusiast who believes every day is a learning experience.