WhatsApp is one of the most popular Facebook owned social messaging services and is perhaps the fastest-growing communication app globally. In many countries, WhatsApp is more popular than Facebook, and now even our servants are using it. It has already supplanted SMS and is quickly becoming our primary way of communication. How can small business owners utilize WhatsApp for business purposes?
Let’s examine 7 inventive approaches to applying WhatsApp for business.
WhatsApp for Business App vs. WhatsApp API
WhatsApp provides two alternatives for commercial use. Which one you choose will depend on the size of your organization.
The WhatsApp Business App is developed for small business. It is accessible for free on Android and iPhone and includes support features such as quick replies, labeling, and a company profile.
One disadvantage is that just one seat is provided per account. Sharing a mobile device is not practical. Therefore, it is not ideal for large professional service teams.
The WhatsApp Business API was designed for enterprises with customer service communication teams. In contrast to the WhatsApp Business App, the WhatsApp Business API lacks its front-end interface, but it may be integrated with customer communication systems such as HubSpot, Salesforce, etc.
Customer Communication
Here is a sales tip: If you conduct follow-ups using WhatsApp instead of direct phone calls, you will receive a 40 percent higher response rate. No one likes receiving calls from unknown numbers, yet we are more likely to respond to personal messages. We observed increased response and engagement when we began using WhatsApp for client contact.
This also allows being informal. What should you do, for instance, if you send a quote to a potential customer but have not heard back? You either phone him or send him a formal follow-up email. If you send a short message on WhatsApp checking about the status, you may receive a prompt response.
I’ve seen that more and more small businesses utilize WhatsApp to announce new sales and send holiday greetings to clients. ProfitBooks uses WhatsApp’s calling capability to communicate with overseas clients.
WhatsApp for Marketing
The mere use of a medium like WhatsApp has a substantial effect on the perception of your brand. It gives a more calm and cool atmosphere than email or the telephone.
In 2019, however, WhatsApp will prohibit businesses from sending newsletters to specific client segments. Instead, clients must initiate the dialogue. If the customer’s previous chat message is older than 24 hours, the organization must use message themes and formats to continue the conversation.
This necessitates that marketers develop new ways to engage with customers and prospects. Here are some suggestions:
- Narratives (WhatsApp Business App). WhatsApp’s “Status” function provides a low-key means of engaging with clients. You may share a video of your office to give them a peek at your company’s culture.
- Alternatively, you may promote flash deals or temporary discounts on your website. Because the content will expire after 24 hours, this is a fantastic approach to induce FOMO and generate excitement for your products.
- Collectives (WhatsApp Business App). Messages are shared among all WhatsApp Group members. If you wish to conduct a focus group to solicit feedback from a certain customer segment, this may be of interest. It is also possible to create groups where only administrators can send messages, and everyone else has only read privileges. This is helpful when groups become too large. The maximum number of individuals per group is 256.
- Transmissions (WhatsApp Business App). The “Broadcasts” feature most closely resembles a newsletter. When you send a message, it is sent to everyone on your list and appears as a normal message to the recipient. The receivers must have your number preserved in their contact list. You can include up to 256 contacts per Broadcast list, but there is no limit to the number of Broadcast lists you can build.
- This is why broadcasts are great for providing content such as eBooks, whitepapers, and information about special deals and promotions.
- Campaigns. Absolut Vodka produced a limited version of their product in Argentina with an exclusive party to generate hype. There were only two tickets available to the general public. Contestants had to satisfy Sven, a virtual client on WhatsApp, to win these tickets.
- Over three days, the WhatsApp bot engaged with over 600 individuals and received over a thousand photographs, videos, and audio files.
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WhatsApp for Customer Service
Due to its greater reach, WhatsApp might be an excellent customer service tool. Your clients will always choose to send you a message via WhatsApp over phoning a support number or submitting a ticket.
WhatsApp for Sales
The informal character of WhatsApp facilitates client relationship building. There is something incalculable about engaging with clients on a medium primarily utilized for intimate contact.
Here are a few ways WhatsApp can be utilized to increase sales:
- Support before and after a sale. WhatsApp prohibits businesses from initiating conversations with non-customers. However, businesses can encourage clients to begin chatting by showing the WhatsApp widget on their website and through Click to WhatsApp advertisements on Facebook.
- Once on your website, visitors will be automatically drawn to the WhatsApp widget.
- If you mix mobile messaging with WhatsApp chat app chat, you can also configure your website chat button to display on desktop devices and your WhatsApp chat button to display on mobile devices.
- Catalog of goods (WhatsApp Business App). The WhatsApp Business App provides a product catalog to help you promote your services and goods. This is especially advantageous for small firms that may not have much money to spend on sales funnels or the expertise to develop a website.
- Product demos Product demonstrations are more effective than catalogs in generating buyer interest. It is also an efficient method for addressing product-related complaints.
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WhatsApp for Business API Chatbot
Sending customized, automated, and targeted messages via the WhatsApp Business API chatbot is an excellent method to foster client loyalty and enhance revenue. For instance, if a consumer adds products to their shopping cart but abandons it before checkout, you can immediately send them a tailored message thanking them for their interest and urging them to complete their purchase. The fact is, 44% of internet shoppers abandon their shopping carts at least once.
Government Services
The Delhi Police introduced a WhatsApp-powered helpline last year: 9910641064. On the debut day, this number received over 23,000 messages and complaints. The Gujarat State Road Transport Corporation (GSRTC) offers a Volvo bus hotline via WhatsApp. The service is provided for passenger complaints and ideas and bus-related information.
Conclusion
With consumers transitioning from desktop and laptop computers to mobile devices, it is more crucial than ever for businesses to provide excellent customer service through their websites. Customer response time is one of the greatest obstacles for businesses. Companies can now communicate with their clients in real-time via WhatsApp. There are numerous benefits to utilizing WhatsApp as an interaction platform. Numerous businesses employ WhatsApp messaging campaigns to address customer service issues. People are much more likely to remember and value your brand if you deliver prompt, high-quality support via WhatsApp messaging campaigns instead of waiting till they email or call with an issue.
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