What’s up with WhatsApp for Business nowadays?

What’s up with WhatsApp for Business nowadays?

Door Lisa Bousie
We don’t need to tell you: WhatsApp is massive. It’s the most popular messaging app in the world, with over 1.5 billion monthly active users across 180 countries. Obviously, businesses are eager to tap into this enormous audience. But how exactly can you use WhatsApp, besides keeping in touch with your consumers?

What is WhatsApp Business?
WhatsApp Business is a free-to-download app, and was built with small business owners in mind. Via the app, brands and businesses can interact with their consumers easily by using tools to automate, sort, and quickly respond to messages. For medium and large businesses, the WhatsApp Business API powers communication with customers all over the world, allowing a simple, secure, and reliable way of communicating.
Are you an avid WhatsApp user in your daily life, but you’ve never really considered how to use it for your brand or business? Well, let’s look at some ways to implement WhatsApp in your business:
#1 – Customer service via WhatsApp
For most brands, WhatsApp is first and foremost a customer service channel. For people who use it as their main form of digital communication (I’d say this goes for most of us), it can be a convenient and natural platform to reach out to businesses with questions or concerns. No detours, just answers – isn’t that what we all want? The link between brand and consumer is easily made via Whatsapp.
#2 – Customer support via WhatsApp
Looking to improve your customer’s experience even further? WhatsApp could be a great tool to simplify customer support regarding products, orders and documents. Rather than calling and waiting in line for half an hour, or sending multiple emails back and forth, your customers will definitely prefer to send you a WhatsApp message.
How does that work exactly? I’ll give you two examples. Do you have a question about your grocery shopping or the Lidl store around the corner? Our favorite supermarket chain Lidl is happy to help you via WhatsApp, their customer service has 3000 conversations weekly, all initiated by the customers. Ever since the introduction of contact through WhatsApp and Messenger, Lidl has seen a clear shift in customer care from email to WhatsApp and Messenger. It is an easy, fast and mobile-friendly way of support. Another example is KLM airlines. Via the KLM verified WhatsApp account, you can receive your booking confirmation, check-in notification, boarding pass, and flight status updates. Flying is stressful enough as it is (timing, luggage, security, kids, you name it), but at least KLM is making it a bit more convenient for you, using WhatsApp!

#3 – WhatsApp marketing strategy
We know what you’re thinking: WhatsApp is definitely not the most obvious marketing channel. You can’t initiate conversations with customers, except for sending non-promotional notifications, and even those cost money. You also can’t advertise to users, and you need their phone numbers before you can contact them in the first place.
So can you actually use WhatsApp for marketing purposes? Well, we’re always ones to look at things from the bright side: despite WhatsApp’s 1.5 billion users, only a minority of businesses are actively using the platform for marketing. That means less competition and an audience that’s likely to be less annoyed and more receptive to your campaigns. Not too bad, right? On top of that, the limitations of WhatsApp marketing will force you to be more innovative and try out new techniques to engage users. What about sending newsletters via WhatsApp or receiving motivational sports videos and tips & tricks from famous athletes? Let your creativity flow!
The future of WhatsApp Business
While all the above covers a lot of what you can do as a business on WhatsApp today, there’s a bold, new future opening up on the platform for brands. Curious? Advertising will be a part of WhatsApp very soon. That means advertising access to 1.5 billion previously unreachable accounts, so keep an eye for this. Brands that jump on the advertising wagon from the start will likely be able to reach a massive audience with relatively little competition. We recommend to start planning now and already think about how adapt your Facebook & Instagram Stories advertising strategy to WhatsApp. No time to waste, right?

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