What can WhatsApp for Business be used for?

WhatsApp has 1.5 billion active users (Source), making it the World's second most popular messaging app (the most popular is, of course, SMS). It's popular because it's free; messages are secured with end to end encryption; people can have group chats and share rich media content like photos and videos. For business, there is opportunity to leverage the secure messaging and rich content sharing feature to drive better engagement with customers.

Just as WhatsApp is used for chat between users, WhatsApp for Business is also designed for conversations between brands and individual customers. It is intended for transactional messages like alerts, updates, notifications and reminders, as well as customer care conversations. Once your customers have opted in to receive communication from you via WhatsApp for business, either of you can start a conversation which can be handled by a live agent or integrated to your chat bot. Find out more here for the best recommended use cases.

Why you should consider using WhatsApp for Business?

Here are just some of the benefits of integrating WhatsApp into your communication strategy

1.5 billion
global users

Utilise one of the world’s most widely used messaging applications.

 
Engage in the way
the customer wants

Offering WhatsApp as part of a multichannel strategy will give the customer the choice to engage in the way they want.

 
Familiar and
comfortable environment

The familiarity of WhatsApp will put customers at ease and enable them to have better interactions with you.

 
Richer
interaction

Photos, videos and audios can be used for customer communications in WhatsApp.

 
Interact in
real-time

Customers will be able to interact with businesses in fast and conversational environments.

 
Chat
security

Customers can be assured that sensitive information is exchanged safely and securely within WhatsApp.

 
iOS and Android
support

It doesn't matter what handset it is, you'll be able to communicate with the customers as long as WhatsApp is installed.

 

How can businesses use WhatsApp?

Here are the ways you'll be able to connect with customers in a simple, secure, and reliable way

Chat/Customer support
Rich Notifications
Alerts
Chat/Customer support

79% of consumers favour live chat support as it allows for almost instant responses (EConsultancy). However, it might not always be convenient for customers to login to their account or go to a website to start a live chat session. WhatsApp for Business allows customers to have the same types of live interaction, without any of the live chat pre-requisites.

You can also include rich media content like images and videos within the WhatsApp interactions to provide more details that would benefit both the customer and service provider.

Example applications include:

  • Payment processing
  • Order queries
  • Contract/policy updates
  • Troubleshooting
  • FAQs
Rich notifications

Considering an average user spends 195 minutes per week on WhatsApp (source), it is probably one of the best channel to keep customers informed of any news and updates of their services.

Using WhatsApp for Business to deliver rich content notifications can provide customers the information they need on the channel they are already in, making it easy for them to take any necessary actions.

Example applications include:

  • Order confirmations
  • Delivery updates
  • Appointment reminders (with links to re-scheduling tools)
  • Event invitations
  • Payment reminders
  • Service interruptions (E.g. utilities)
Alerts

When it comes to critical messages, sometimes it is important for the sender to know if their messages are being received and read. The delivery and read receipts of WhatsApp become very handy in such circumstances and enable the sender to make further contact if necessary.

Example applications include:

  • Travel updates with links to rescheduling tools
  • Facility closures (E.g. schools and healthcare facilities)
  • IT outage alerts
  • Security breaches
  • Account updates (E.g. banking, council-tax statements)

What features are available with WhatsApp for Business?

Image & video
support

Add interactive media to your text based messages for a higher level of customer engagement & satisfaction.

 
Branded
business profiles

Use company logo, provide address, description, email and website in your profile for your corporate identity.

 
2-way chat
interactions

Provide customer service interactions in a conversational environment your customer is already familiar with.

 
Read
receipts

Find out when your messages have been successfully delivered and when they are being read.

 
Cross OS
support

Have the peace of mind to know that messages can be sent to any handset that has WhatsApp installed.

 

Want to learn more about WhatsApp for Business?

Let us know how we can help