WhatsApp messaging is one of the most popular Facebook-owned social messaging services. It is also one of the world’s fastest-growing communication apps. There were 500 million regular, active WhatsApp messaging users globally in January 2015. These users share about 700 million photos and 100 million movies every day.
WhatsApp messaging is now more popular in India than Facebook, and even our staff use it. It has already surpassed SMS in terms of popularity and is soon becoming our primary mode of communication.
What are some ways small business owners can use WhatsApp for business?
Let’s look at five creative ways to implement WhatsApp in your company.
WhatsApp API vs WhatsApp Business App
For commercial use, WhatsApp offers two options. Which one you pick will be determined by the size of your company.
The WhatsApp Business App was created with small businesses in mind. It’s available on Android and iPhone for free, and it includes features like quick replies, tagging, and company biography.
One disadvantage is that each account only gets one seat. It is not realistic to share a mobile device. As a result, it is not appropriate for large professional service groups.
The WhatsApp Business API was created with customer care communication teams in mind. The WhatsApp Business API does not have a front-end interface like the WhatsApp Business App. However, it can be integrated with customer communication systems like HubSpot, Salesforce, etc.
1. Communication with Customers
Here’s a sales suggestion: You will get a 40% greater response rate if you conduct follow-ups over WhatsApp rather than direct phone calls. Although no one enjoys getting calls from unknown numbers, we are more likely to respond to personal messages. When we started using WhatsApp for client communication, we noticed increased response and engagement.
This also permits informality. What should you do if you send an estimate to a potential customer and receive no response? You can either call him or make a formal follow-up email to him. You can get a quick response if you send a short message on WhatsApp asking about the status.
More and more small businesses are using WhatsApp messaging to announce new specials. They offer Christmas greetings to customers, as I’ve witnessed. ProfitBooks communicates with international clients via WhatsApp’s calling feature.
2. Marketing with WhatsApp
The mere use of a medium like WhatsApp significantly impacts your brand’s perception. It creates a more tranquil and relaxed atmosphere than email or the phone.
WhatsApp will, however, restrict businesses from sending newsletters to specific consumer segments in 2019. Clients must instead initiate the conversation. Suppose the customer’s previous chat message is older than 24 hours. In that case, the company must continue the conversation using message themes and forms.
This involves the creation of new channels for marketers to interact with customers and prospects. Following are some ideas:
- Storytelling (WhatsApp Business App). WhatsApp’s “Status” feature is a low-key way to interact with customers. You may show them a video of your office to give them a sense of your organization’s culture. Alternatively, you may use your website to promote flash sales or limited-time discounts. This is a terrific way to induce FOMO and generate interest in your products. The content will expire after 24 hours.
- Cooperatives (WhatsApp Business App). Messages are shared among all members of the WhatsApp Group. This could be useful to conduct a focus group to get feedback from a certain customer category. It’s also possible to construct groups where only administrators can send messages. The rest of the members can only read them. When groups grow too large, this is useful. A maximum of 256 people can be in each group.
- Communication (WhatsApp Business App). The “Broadcasts” function is the most similar to a newsletter. When you send a message, it is sent to everyone on your contact list and appears to the recipient as a regular message. Your phone number must be saved in the recipients’ contact list. Each Broadcast list can contain up to 256 contacts. However, there is no limit to the number of Broadcast lists you can create.
- This is why broadcasts are ideal for distributing content such as eBooks, whitepapers, and special offers and promotions.
- Campaigns. Absolut Vodka held an exclusive party in Argentina to promote a limited edition of their product. There were only two general admission tickets available. Contestants had to please Sven, a virtual client on WhatsApp, to win these tickets. Over three days, the WhatsApp bot interacted with over 600 people and received over 1,000 photos, videos, and audio files.
3. Whatsapp for Customer Service
WhatsApp may be a good customer service tool because of its wider reach. Your customers will always prefer sending you a WhatsApp message over calling a service number or submitting a ticket.
4. Sales on WhatsApp
WhatsApp’s informal nature helps the development of client relationships. Engaging with clients on a medium primarily used for intimate interaction has an incalculable value.
Here are some ideas for using WhatsApp to boost sales:
- Customer service both before and after the sale. Businesses are not allowed to initiate discussions with non-customers on WhatsApp. Businesses can encourage customers to start chatting by displaying the WhatsApp widget on their website and running Facebook Click to WhatsApp ads.
- Visitors will be lured to the WhatsApp widget once they arrive on your website.
- You can customize your website chat button to display on desktop devices and your WhatsApp chat button on mobile devices if you mix mobile messaging with WhatsApp chat.
- Product catalog (WhatsApp Business App). The WhatsApp Business App has a product catalog that you can use to promote your services and products. This is especially beneficial for small businesses that may not have the financial resources or skills to construct a website.
- Product demonstrations Product demos are more effective at generating buyer interest than catalogs. It’s also an effective way to handle product-related concerns.
5. Chatbot with WhatsApp Business API
Using the WhatsApp Business API chatbot to send personalized, automated, and targeted messages is a great way to increase customer loyalty and revenue. For example, suppose a customer adds items to their shopping cart but abandons it before checking out. In that case, you can send them a personalized message thanking them for their interest and encouraging them to finish their purchase. At least once, 44% of online shoppers abandon their shopping carts.
6. Government Sector Services
Last year, the Delhi Police launched a WhatsApp-based helpline: 9910641064. This number received over 23,000 messages and complaints on its first day. A Volvo bus helpline is available via WhatsApp from the Gujarat State Road Transport Corporation (GSRTC). The service is available for passenger complaints, suggestions, and bus information.
Conclusion
With consumers shifting from desktop and laptop computers to mobile devices, businesses must deliver outstanding customer service through their websites. One of the most significant challenges for firms is customer reaction time. WhatsApp messaging allows businesses to communicate with their customers in real-time.
There are various advantages to using WhatsApp as a communication tool. To handle customer service difficulties, several firms use WhatsApp message campaigns. Suppose you provide timely, high-quality service via WhatsApp messaging campaigns rather than waiting till they email or contact with an issue. In that case, people are much more likely to remember and cherish your brand.