For those of you who don’t know WhatsApp has launched WhatsApp Business, a new app that was built especially for small business owners. With the app, you can interact easily with your customers by using the messaging system and other tools.
WhatsApp Business is only available in select countries, including Indonesia, Italy, Mexico, the U.K. and the U.S. And available to download now for Android users only.
This opens new opportunities for small businesses to stay in touch directly with customers and new responsibilities as well.
How does it work?
- Once you have downloaded the app from the Google Play Store install it and agree to the terms and conditions, read them if you feel like.
- Register your business with a number that’s not linked to any other Whatsapp account and enter your business information.
In the case your number is already linked to a WhatsApp account you can flip it to a business account by giving up that personal account and backing up the information.
Enter carefully and wisely your business name, because you only get one chance. Make it right!
- You account should be ready for use. Complete your business profile under settings with you email, website, company’s description, store addresses, businesses hours and all the information available to complete.
- Now you need to let your customers know they can get in touch with you via WhatsApp and start engaging with them.
Create a business profile with all the information your customers need like your address, business description, email address, and website. This will be the face of your Business on WhatsApp Business
This is such a nice and useful feature. It let you save and reuse messages you frequently send so you can easily answer common questions in no time.
Very useful for those quiet weekends when you just want to unplug yourself from business.
Set an away message when you are unable to answer so your customers know when to expect a response. You can also create a greeting message to introduce your customers to your business.
So now you can stalk your customers accessing metrics such as how many of your messages were successfully sent, delivered, and read.
If you are a small business owner or an entrepreneur you must be thinking:
How can this app help my business?
New communication channel with your customers.
Opening a new communications channel will give you the chance to stay in touch with more customers, with people that didn’t connect with other traditional channels. Sometimes people just don’t want call or email anymore, that’s just not fun, easy, fast.
Show your personality.
Answering with emojis, gifs, pictures, memes will show your customers that this not just a Customer Service. There are real people behind this brand and they can help them and be nice, funny, human. Just like when they chat with their friends, family or coworkers.
Fast, easy, mobile.
Not much to say about this, but it’s true. Having your Customer Service through WhatsApp will make it so easier for you to answer fast and stay in touch with your customers.
Another use you can give to WhatsApp Business is as a notification center. Let know your customers when their product is on it’s way, when their purchase has been successfully made, etc.
KLM Airlines is already promoting their verified business account to send people flying with them their boarding passes, informations about gates, delays and all documentation related to a flight. How cool is that!?
Should your business use WhatsApp Business?
Obviously there’s no right answer for this. I’ll say that it always depends on what you’re planning to use it for and how capable of doing a good job you are.
So first, don’t just start using it because you can. Think about it once and twice, then define a goal for it. Will this replace your already established Customer Service? Will this be a compliment? Will be this your only channel?
If you know what use you gonna give it then think if you will be able to answer all those messages you gonna get, if you gonna be fast enough to make your customers happy.
So again, don’t use if because you can, do it because it will contribute to your business.
WhatsApp for business is a new, great way to improve the relationship with your customers, is a great way to answer them fast and in an easy way, but is also a great responsibility, because they will be waiting for you answer them fast.
For now this was thought for the small business owner, so the features are very handy but in a way kind of similar to a personal account.
There are rumors that the next step is to move on a bigger platform for big companies, looking forward to see how’s that gonna be!
Available to download now for Android users only 🙁