WhatsApp Business is a free app designed for small businesses by WhatsApp. It enables businesses to connect with customers easily using WhatsApp. WhatsApp Business has several features that make it an attractive communication tool for businesses.
Key Benefits of WhatsApp Business
Here are some of the main benefits of using WhatsApp Business:
- Free to download and use – There are no subscription fees or hidden charges for WhatsApp Business.
- Reach a huge user base – WhatsApp has over 2 billion users worldwide, so businesses can connect with a massive audience.
- Familiar interface – Since it is built on the WhatsApp platform, the interface is familiar and easy to use.
- Enhanced business features – WhatsApp Business has features designed specifically for businesses, like business profiles, messaging tools, analytics and quick replies.
- Customer engagement – Businesses can easily send messages, photos, videos and files to customers to engage them.
- Lead generation – Businesses can collect valuable leads with features like Click to Chat buttons on websites.
- Cost-effective – WhatsApp Business provides a very cost-effective way for small businesses to communicate compared to other tools.
- Build brand awareness – Businesses can build brand awareness and connect personally with customers at scale.
- Supports omnichannel strategy – WhatsApp can be integrated easily with existing business systems as part of an omnichannel approach.
Key Features of WhatsApp Business
WhatsApp Business comes packed with several useful features for businesses:
- Business Profiles – Create dedicated business profiles with key details like description, email, address, store hours, etc.
- Messaging Tools – Automated messaging, quick replies and greeting messages to engage customers.
- Labels – Organize and prioritize incoming messages using message labels.
- Statistics – View useful statistics like most frequently contacted customers, chat history, and response time.
- Click to Chat – Add Click to Chat buttons on websites to attract customers.
- Green Notifications – Highlight priority messages for quick attention with green notifications.
- Away Messages – Set customized away messages when you are unavailable.
- Live Location Sharing – Share live location with customers for better service.
- Catalogs – Create catalogs showcasing products/services with photos, videos, prices, etc.
- Document Sharing – Easily share documents up to 100 MB with customers.
Setting up a WhatsApp Business Account
Here is a step-by-step guide to setting up a WhatsApp Business account for your business:
- Download the WhatsApp Business app on your device from the Google Play Store or Apple App Store.
- Open the app and agree to the Terms of Service.
- Enter your business phone number and verify it via SMS code.
- Fill in your business details like name, description, email, address, etc. to create your business profile.
- Upload a business logo and header photo for your profile.
- Select if your business provides goods, services or both from the options.
- Add business hours, email address, store addresses, etc. in the profile.
- Click Next and your WhatsApp Business account will be ready to use.
How to Use WhatsApp Business Effectively
Follow these tips to use WhatsApp Business effectively for your business:
- Complete your business profile fully with all details.
- Set up automated quick replies for common customer queries.
- Create engaging greeting messages for new conversations.
- Organize chats into labels to manage conversations.
- Send catalogues, brochures and other media to showcase your offerings.
- Share useful content like videos, blogs and posters to attract customers.
- Respond promptly to messages from potential customers.
- Analyze chat statistics to gain customer insights.
- Integrate WhatsApp with your CRM and support tools.
- Promote your WhatsApp Business account on your website and other channels.
- Train staff on effectively engaging customers via WhatsApp Business.
- Follow up with non-respondents to convert more leads.
- Set up Away Messages to manage customer expectations.
WhatsApp Business Use Cases
Here are some examples of how businesses can use WhatsApp Business effectively:
- E-Commerce – Share product catalogs, take orders via WhatsApp chat, provide order updates and support.
- Hospitality – Manage room bookings, provide booking confirmations, share check-in details and handle guest queries.
- Education – Schools/colleges can share updates, timetables, fee receipts and handle admission enquiries via WhatsApp.
- Financial Services – Banks can send account statements, transaction alerts and handle customer queries over WhatsApp messaging.
- Healthcare – Doctors can provide telemedicine services, send prescription updates and lab reports via WhatsApp.
- Marketing Agencies – Agencies can contact clients via WhatsApp to share reports, proposals and get quick approvals.
- Non-profits – Non-profit organizations can provide program updates, share donation receipts and rally volunteers.
WhatsApp Business Integrations
WhatsApp Business can be easily integrated with various third-party platforms:
- Facebook – Sync WhatsApp Business account with Facebook Page for easy management.
- Website Chat Widget – Add WhatsApp chat widget to your website for lead generation.
- Shopping Carts – Integrate with shopping carts like Shopify, WooCommerce, etc. to manage orders.
- CRM/Support Tools – Connect with CRM tools like Salesforce, Zoho, Freshdesk to track conversations.
- Email Marketing – Add WhatsApp lists to email marketing tools like MailChimp, Constant Contact, etc.
- SMS Tools – Sync SMS campaigns from tools like Twilio, JustReachOut with WhatsApp.
- Social Media – Share WhatsApp messages on platforms like Facebook, Twitter with plugins.
- Analytics – Connect Google Analytics or other analytics tools to track WhatsApp metrics.
With these integrations, businesses can connect WhatsApp Business into their overall systems and workflows.
Tips for Engaging Customers on WhatsApp Business
Here are some tips for businesses to effectively engage customers on WhatsApp:
- Welcome new contacts with a friendly greeting message.
- Respond to messages promptly within 24 hours, if possible.
- Personalize conversations by using customer names.
- Ask questions to understand customer needs better.
- Provide helpful information tailored to customer queries.
- Suggest suitable products/services based on customer preferences.
- Provide updates proactively on order status, delivery, etc.
- Handle complaints patiently and offer resolutions.
- Include emojis, GIFs and attachments to engage visually.
- Use broadcast lists to send promotions, offers and updates.
- Create polls, quizzes and other interactive content.
- Follow up with non-respondents tactfully to reopen conversations.
WhatsApp Business Pricing
WhatsApp Business is free to download and use with no subscription costs. However, standard data charges may apply based on user phone plans.
WhatsApp also provides these premium pricing plans for large businesses:
| Plan | Price | Features |
|---|---|---|
| WhatsApp Business API | Custom pricing based on usage | API access, customer service tools, analytics |
| WhatsApp Business Solution Provider | Custom pricing set by providers | Third-party tools, services and support |
The WhatsApp Business API and Solution Provider plans offer advanced tools for large companies with big messaging needs. Pricing is customized based on specific business requirements.
Conclusion
WhatsApp Business provides an easy and effective mobile messaging platform for businesses to connect with customers. Key features like business profiles, messaging tools, labels, statistics and integrations make it valuable for customer engagement and support. Businesses across sectors can leverage WhatsApp Business to provide quick, personalized service and boost brand loyalty. With over 2 billion users, it offers access to a huge audience for businesses to grow. WhatsApp Business delivers significant benefits for small businesses at zero subscription cost making it a compelling communication channel.