From the beginning, WhatsApp has made no secret of who it is targeting with its business app. In fact, small and local companies that want to use a messenger solution for customer service without setting up a call center and programming their own messenger are likely to benefit the most. WhatsApp Business gives them the ability to manage customer support via mobile phones or through WhatsApp Web.
The WhatsApp Business API allows developers to build new experiences that reach even more people in even more parts of the world and result in even more effective customer engagements. Simply put, WhatsApp Business allows companies to safely and securely message their customers directly within the WhatsApp messaging platform. One advantage over SMS is that WhatsApp is tied directly to a single phone number and provides a branded business profile rather than a string of digits.
So it seems that many companies can get started with WhatsApp Business. For example, you can not work with multiple users on one WhatsApp channel yet. Also, due to the lack of a WhatsApp Business API, it is not yet possible to offer proactive, personal service on a large scale.
Even companies that sell to other businesses ( B2B ) will be a great opportunity to get benefits from Whatsapp when used correctly. However, my main recommendation is that companies should completely avoid the use of WhatsApp to send spam or unwanted messages. For that reason, I advice companies to start to use Whatsapp with their current customers, in order to start practicing and gradually expand the usage to general public.
The best reason to use WhatsApp for business is that many of your customers are probably already using it. Surprisingly, users of WhatsApp and similar services are willing to engage with businesses. A study by Pew Research Center shows that 42 percent of smartphone owners between 18 and 29 years old use messaging apps like WhatsApp, compared with only 19 percent of smartphone owners who are 50 or older.
Still, the expanded WhatsApp Business features are ideal for customer support or businesses who hope to experiment with conversational interfaces. Finally, the expanded WhatsApp business integration API will make it easier for global brands to reach users via conversation. And while Messenger is the dominant platform in some markets such as the United States and Australia, WhatsApp is biggest in many nations such as Brazil.
If your customer base is global, or if your customer travels globally, know this : as of early 2018, WhatsApp is the number one messaging app in 104 countries. The rise of smartphone penetration in these regions has also accelerated the use of messaging apps as a preferred channel for commercial transactions, as well.1 If you want to tap into a more global market, WhatsApp should absolutely be in your communications portfolio. PATH has been working in Zambia to support the National Malaria Elimination Center with data collection, research, and community engagement.
Prior to your own strategy planning, bear in mind that WhatsApp has not yet developed a business feature or paid advertisements. It is rumored, however, that a WhatsApp for Business direct messaging feature is in currently in the works. It allows immediate sharing of multimedia such as images, video and documents, likely ensuring more effective communication. Its second use could be that of customer support, depending on the size of the company and the employees responsible for answering these messages.
Messengers have long played a central role in private communication, with providers increasingly targeting companies. With its Business App, WhatsApp wants to make it easier for small and local companies in particular to communicate with customers and open up new avenues for successful marketing. We took a closer look at WhatsApp Business and checked out its features and potential. As a relatively young discipline, Messenger Marketing raises the question of why companies should pay attention to this in the first place.
As we mentioned before, Whatsapp users check messages often during the day.10 Quality of communication : Many companies I am currently consulting on Whatsapp marketing confirm that inquiries coming from Whatsapp are often of better quality than inquiries coming via email. Many companies I am currently consulting on Whatsapp marketing confirm that inquiries coming from Whatsapp are often of better quality than inquiries coming via email.
Note: Contacting people that have not given you consent to do so, is against the terms and conditions of this platform; even though, it is technically allowed. It is mandatory to obtain active opt-in consent from your users before sending them any form of messaging. We strongly advise against sending users unsolicited messages and spam. Doing so violates our terms and conditions.