Table Of Contents
- 5 Reasons To Use WhatsApp For Business For Customer Service
- Ways Business Can Use WhatsApp for Business in 2023
In today's digital age, messaging apps have become an essential part of our daily communication. WhatsApp, with over 2 billion active users worldwide, is one such app that has revolutionized the way we interact with each other.
With its ease of use and accessibility, WhatsApp has also emerged as a powerful tool for businesses to reach out to their customers. As we cruise past 2023, WhatsApp is set to become even more crucial for businesses looking to maximize their potential.
In this blog, we will explore how businesses can leverage the power of WhatsApp to engage with their customers, build brand awareness, and drive sales. Whether you're a small business owner or a marketing professional, this ultimate guide to WhatsApp for business will equip you with the knowledge and strategies you need to succeed in the competitive world of business.
If you’re a business owner and want to expand your business, WhatsApp for Business is an amazing tool that can expand your business by 10X. We at Prism Digital provide end to end WhatsApp for Business API solutions for businesses of all sizes. If you want to learn more about our services, reach out to us and we will help you set up and manage WhatsApp for Business.
5 Reasons to Use WhatsApp for Business for Customer Service
In the era of instant gratification and quick solutions, customer service has become a critical factor in the success of any business and WhatsApp has emerged as an effective tool for businesses to connect with their customers and provide prompt customer service. Here are 5 ways businesses can leverage WhatsApp for customer service:
1. Quick Response Time:
With WhatsApp, businesses can respond to customer queries instantly. It allows customers to connect with businesses 24/7, eliminating the need for long waiting periods. Setting up automated replies and providing quick resolutions to common queries can significantly improve the customer experience.
2. Personalized Service:
WhatsApp allows businesses to interact with customers in a more personalized way. By adding a human touch to customer interactions, businesses can build stronger relationships with their customers. Using customers' names, and understanding their preferences and past interactions can make them feel valued and appreciated.
3. Multimedia Support:
WhatsApp allows businesses to share multimedia content like images, videos, and audio files. This feature can be used to provide product demonstrations, troubleshooting videos, and more.
Sharing visual content can help customers understand the products better and provide a more immersive customer experience.
4. Group Chats:
WhatsApp also allows businesses to create group chats, making it easier for customers to connect with each other and the business. This feature can be used for customer communities, where customers can discuss their experiences and provide feedback. This not only provides valuable insights for the business but also helps build a sense of community among customers.
5. Secure Communication:
WhatsApp uses end-to-end encryption, ensuring that all customer interactions are secure and private. This can be a crucial factor for businesses that handle sensitive customer information like financial data, personal details, and more.
Ways Business Can Use WhatsApp for Business in 2023
WhatsApp for Business features like Quick Replies let you answer common questions quickly, Auto Greetings Messages to send bulk greetings, and Away Messages to customize messages when unavailable. Set up the auto-reply feature easily and stay connected with customers without delay.
WhatsApp for business enables businesses to easily connect with their targeted audience by creating communities. With this feature, you can seamlessly interact with multiple groups within your organization and organize business discussions in a single platform.
For instance, if you run a restaurant, you can create a community of chefs and conveniently share vital information related to them in one group.
To access the communities feature, Android users can click on the "Communities" option located at the top of the chat screen, while iOS users can tap on the "Communities" tab situated at the bottom.
Whether you want to create a new community from scratch or add existing work groups, our feature is designed to make communication and collaboration within your organization a lot more effortless.
Send Large Files
Previously, the file transfer limit on WhatsApp was restricted to a maximum of 100 MB. However, with the recent increase in file transfer size, small businesses stand to benefit greatly. Sending crucial files or documents to other groups is a common occurrence in day-to-day business operations.
With the enhanced file transfer limit of up to 2GB on WhatsApp, this task has become much more convenient. Additionally, all the data transactions on WhatsApp are safeguarded through end-to-end encryption, ensuring the security of your sensitive information.
Create Business Catalogs
WhatsApp for Business enables businesses to create catalogs of their products and services. This feature simplifies the process for customers to browse through a business's offerings.
By creating a catalog, businesses no longer need to send product details individually to each customer or direct them to their website. Additionally, updating the catalog with new products and services is important to keep it relevant.
It's important to note that any new images uploaded to the catalog are reviewed to ensure they meet WhatsApp's policies. A WhatsApp Business Account can hold up to 500 items in its catalog.
Businesses can include a title, price, description, product code, and website link for each product or service. The entire catalog can be shared with current and potential customers to increase sales.
WhatsApp has introduced the WhatsApp Carts feature to simplify shopping and purchasing for businesses with inventory. This feature allows customers to complete a purchase in just a few steps, making transactions smoother.
Agradaya, an Indonesian herbs and spices business, was the first to gain early access to this feature. After using it, they expressed their satisfaction, saying that it made it convenient for them to understand their customers' demands.
Customers can browse a business's catalog, choose the product or service they want to buy, and complete the entire order in a single stream of messages. This feature helps businesses to understand their customers' preferences and dislikes more easily.
Access Message Metrics
WhatsApp for Business provides access to important message statistics, including the number of messages sent, delivered, and read. This feature helps businesses understand what's working and what's not.
Moreover, it's useful for monitoring the performance of customer service agents. Businesses can assess their engagement with customers and track chat sessions, live chat response time, average resolution time (ART), and chat-to-conversion rate.
By reviewing message statistics, businesses can determine which types of messages are getting the most engagement. This information is crucial when running a business and ensuring an exceptional WhatsApp chat experience for customers.
Run Marketing Campaigns
WhatsApp for Business has become a popular platform for creating impressive marketing campaigns. Several brands, including Adidas, Unilever, and Absolut Vodka, have launched successful campaigns using this platform.
For example, Adidas launched the 'Rent A Pred' campaign, Unilever launched the 'I Will Bring You Back Your Beloved Clothes' campaign, and Absolut Vodka launched the 'Doorman At the Party' campaign. These WhatsApp marketing campaigns were highly successful and left a lasting impression on customers.
WhatsApp for Business provides businesses with the opportunity to transform the way they operate. This platform offers the freedom and flexibility to manage various business activities on the go.
Businesses can sell, communicate, engage, and offer customer service with just a few clicks. Whether it's e-commerce, retail, banking, or any other industry, WhatsApp for Business is beneficial for everyone, including sole proprietors, non-profit organizations, and digital marketers. This platform ensures businesses stay updated with even the smallest details.
We at Prism Digital offer complete WhatsApp for Business API solutions to businesses of all sizes. Reach out to us now to start using WhatsApp for Business to enhance customer communication and improve customer satisfaction by 10X.
About The Author: Lovetto Nazareth
Lovetto Nazareth is a digital marketing consultant and agency owner of Prism Digital. He has been in the advertising and digital marketing business for the last 2 decades and has managed thousands of campaigns and generated millions of dollars of new leads. He is an avid adventure sports enthusiast and a singer-songwriter. Follow him on social media on @Lovetto Nazareth