WhatsApp Business App
As WhatsApp Messenger: More than 1 billion people in over 180 countries use WhatsApp to stay in touch with friends and family, anytime and anywhere. WhatsApp is free and offers simple, secure, reliable messaging and calling, available on phones all over the world.
WhatsApp Business is an Android app which is free to download, and was built with the small business owner in mind. With the app, businesses can interact with customers easily by using tools to automate, sort, and quickly respond to messages.
This new app will make it easier for companies to connect with customers, and more convenient for our 1.3 billion users to chat with businesses that matter to them. Here’s how:
Introducing the WhatsApp Business App
People all around the world use WhatsApp to connect with small businesses they care about – from online clothing companies in India to auto parts stores in Brazil. But WhatsApp was built for people and we want to improve the business experience.
In our country India, its more popular than Facebook and even our maids are on WhatsApp now. It has already replaced SMS and fast becoming our primary mode of communication.
The question small business owners are now asking is: How can I use WhatsApp for business?
Lets look at these several creative ways to implement WhatsApp in your business.
1) Using WhatsApp For Internal Team Communication
Whenever we tried to implement any new tool for internal communication at ProfitBooks, we got resistance from the employees. People are reluctant to ‘learn’ new things. Best thing about WhatsApp is that almost everyone uses it and it does not require any training. Another advantage is, I don’t need to explicitly ask the team to check WhatsApp as they are anyway hooked to it.
We have formed groups of Sales & Development team on WhatsApp and share instant messages for which an email is not necessary. Its fast and fun to use.
With WhatsApp Web, it becomes even more easier to type messages using a web browser.
2) Using WhatsApp For Customer Communication
Here is a sales tip – If you do your followups on WhatsApp instead of direct phone calls, you will get 40% more response. No one appreciates phone calls from unknown numbers but we are more likely to respond to personal messages. When we start using WhatsApp for customer communication, we noticed better response and engagement.
This also gives an opportunity to be little informal. For example, you have sent a quotation to your potential customer but haven’t heard from him, what do you do? You either call him or send a followup mail using formal language. Instead of doing this, if you just send a short message on WhatsApp asking about the status, you might get a quick response.
I’ve started seeing more and more small businesses using WhatsApp to announce new offers or send festival wishes to their customers. At FanOFgks, we use WhatsApp’s calling feature to talk with our international customers.
3) Using WhatsApp For Customer Support
WhatsApp could be a great tool for customer support simple because of its wider reach. Your customers would always prefer to send you a message over WhatsApp rather than calling a helpdesk number or raising a ticket.
NowFloats, a website development platform uses WhatsApp for the customer support. Arush Chopra from JustHerbs has been offering skin and product consultations on whatsapp. There are even new business like Wazapper that provide tools & API to setup customer support system using WhatsApp.
However, offering customer support via WhatsApp may not be a good option for all types of businesses. Kritika from cloud telephony company, MyOperator warns that responding to every message on WhatsApp may not be practical for companies that get hundreds of customer calls everyday.
So, choose WhatsApp as a customer support tool only if you have lesser number of customer requests