WhatsApp Business is a free instant messaging app used by companies and freelancers to: manage messages, sell products and services, provide technical support and customer service.
It is not the same as WhatsApp Business API, which is paid and works in the cloud, and unlike WhatsApp Messenger, an application that you probably use every day to talk to your colleagues, friends, and family, WhatsApp Business has extra features designed to improve the customer buying experience and help companies to accelerate their sales funnel.
Below, we will explain what are the extra features of this application-oriented towards companies and businesses, giving you 5 tips to get the most out of WhatsApp Business:
1. Personalize your profile
In WhatsApp Business, in addition to adding a username, phone, and “Status”, you can add other elements to briefly identify your company. We explain how to use each of these new elements:
Company description: place a short description of what your business offers, as well as its attributes, products, and/or services.
Physical address: add a visible location of your business on Google Maps.
Hours: communicate to your customers the hours in which they can be served, either in a physical store or through digital channels.
Email address: add your company’s main email address; ideally, you should be able to offer your contacts other channels to request information.
Website: place your company’s official website or the URL of the social network profile of your choice.
Here is an example of what a WhatsApp Business profile looks like:
2. Create a product catalog
Thanks to WhatsAppBusiness the business profile can incorporate a product catalog below the basic information of your business.
This feature is very useful so that your contacts, without having to go to a website or receive files via chat, can view some of the goods that are available in your business, as well as detailing their physical characteristics and prices.
Taking advantage of this functionality is important because you provide sales prospects and customers with the basic information they need to make a purchase decision. In addition, your marketing, sales, and service team saves time and people clarify their doubts on their own.
- Steps to create a product catalog in WhatsAppBusiness:
- Open the application.
- Click on the “More options” icon, then “Business tools” > “Catalog”.
- Select the options: “Add item” > “Add images”.
- Tap the “Gallery” option to upload images or “Camera” to take new photos. You can upload up to 10 images to your product catalog.
- Add to each image the name of the product or service, a brief description, its price, and in case it is hosted in e-commerce, the link to the website.
- Click “Save” and you’re done!
Note that the WhatsApp team takes the time to review the images in your product catalog to confirm if the products comply with WhatsApp’s Commerce Policies.
3. Schedule autoresponders
Use the automated messaging features offered by WhatsAppBusiness to schedule welcome messages, as well as absence messages in case no one is available to address questions, concerns or comments.
All scheduled messages are automatically triggered when a person initiates a conversation, which is beneficial for improving customer service: welcome messages denote interest in establishing cordial and fluid communication.
You can also establish quick answers to frequently asked questions that people have related to your company, its products, and/or services, creating shortcuts with the keyboard to quickly capture those messages that are sent more frequently, even in the multimedia format: images, emojis, GIF’s, stickers.
In this sense, both scheduled replies and quick replies help you to optimize the shopping experience. If you are interested in making the most of this feature, you can pay for WhatsAppBusiness API, which allows you to program chatbots, including those equipped with artificial intelligence.
4. Tag and categorize your customers
As your prospects and customers start interacting with you through WhatsAppBusiness, we advise you to use the “chat tagging” option to classify prospects and customers according to their:
- Stage in the conversion funnel they are in.
- Payment status.
- Likes and interests.
- Actions and behaviors.
Tags also allow you to group conversations by topic or any aspect that is important to consider.
We show you :
Now, taking advantage of contact and conversation tags, allows you to:
Personalize messages according to the context of your customers, to offer a better shopping experience.
Count how many people are in each stage of the sales funnel. In the long run, this will help you measure conversations.
Have better control of accounts receivable.
Know how many sales or clarified doubts have been achieved through WhatsAppBusiness.
5. Connect your account with Facebook Business Manager
When making advertising campaigns with “Message” objectives, the Facebook and Instagram ad manager (Facebook Business Manager) allows you to affiliate a WhatsApp business account.
This means that if a person clicks inside the ad, specifically on the “Send Message” button, from their mobile device, a WhatsApp conversation with your phone number will automatically appear.
In this way, connecting your phone line with your Facebook Business Manager advertising account allows you to speed up the interaction between the user who is interested in what is offered in the ad, and the sales agent who can tackle the person’s interest and make the sale.
This action is beneficial to shorten the customer value journey, and quickly transform a prospect into a customer.
Extra tip: Link your Facebook page with your WhatsApp Business account to synchronize the information that appears on the social network with that of the instant messaging app.
This saves you time that you can spend on customizing your profile, which, if you remember, is the first tip for taking advantage of WhatsApp business.
6. Link your account to a CRM system
A CRM (customer relationship management) system works like a database where all the information about your users, prospects, and customers is stored.
A CRM allows you to centralize data and conversations of people who interact with your company through multiple channels: email, messaging apps, landing pages, web forms, pop-ups, among others.
In this sense, to take advantage of WhatsAppBusiness, we recommend integrating your CRM to this platform; so the contacts you register will be automatically saved in the database along with the conversations; so everything is organized in one place.
Before we forget! In addition to the tips to take advantage of WhatsApp Business, we want to give you the following recommendations:
Set up a phone line that is exclusive to your WhatsApp business profile; this way your personal contacts are not mixed with those of your company.
In fact, you cannot have the same number affiliated to both applications, i.e. WhatsApp and WhatsApp Business, although you can have both applications downloaded on your mobile device, as long as each one is connected to a different chip.
– Ask the WhatsApp Business team to verify your profile. This allows your contacts to confirm that they are communicating to the correct number.
– Keep track of the metrics offered by the app: a number of messages sent, received, read, among others. This way, you can have more clarity on the flow of interactions generated on the platform and the performance of customer service, marketing, and sales agents.
– Move the chats you have with your customers within WhatsApp to WhatsApp Business as follows: open the conversation you want to move, inside it, select the icon “more options”, and then, specifically, the one you want to move. and then, specifically, the one that says “export chat”.
However, your chat history in WhatsApp Business cannot be transferred back to WhatsApp Messenger.
In conclusion, WhatsApp Business is an excellent platform to manage interactions with your customers in a strategic and beneficial way for the control of your company’s marketing, sales, and customer service processes.