To keep up with customers' changing needs, businesses must use innovative tools that make communication seamless, quick, and personalised. One such tool that has gained immense popularity in recent years is WhatsApp for Business. WhatsApp for Business is a messaging solution that allows businesses to communicate with customers directly in the WhatsApp app. And with WhatsApp's 2 billion users worldwide, businesses can reach a broad audience and securely deliver messages with end-to-end encryption.
One of the most significant advantages of WhatsApp for Business is that it's a free app, and businesses are only charged per conversation – that lasts for 24 hours. This cost-effective communication channel makes it an ideal solution for businesses looking to communicate with their customers in a budget-friendly manner.
Another crucial benefit of using WhatsApp for Business is its compliance with opt-in laws. In many countries, businesses are required to obtain customer consent before sending marketing messages. Customers can, for example, opt in via QR codes, links, and phone numbers. WhatsApp for Business follows this rule by allowing businesses to contact customers only within 24 hours of receiving a message from them, this is called a user-initiated conversation. This deadline ensures that businesses don't spam customers with unsolicited messages and only send messages to customers who have opted in.
So, why should you integrate WhatsApp for Business in your communication strategy? Here are a few reasons:
Efficient customer Support: WhatsApp for Business can be used to provide quick and efficient customer support. Businesses can use automated messages to respond to common customer queries, freeing up their support team's time to handle more complex issues. With labels, you can also organise and categorise conversations. Labels work like tags, allowing businesses to quickly and easily sort conversations by topic or status. Create custom labels based on their specific needs, such as "New Customers," "Open Issues," or "Completed Orders." Once created, these labels can be applied to individual chats or in bulk to multiple chats at once. This streamlined customer support process can help businesses increase customer satisfaction and loyalty.
Personalised sales and marketing: WhatsApp for Business can be used to connect with customers and drive sales by sending targeted marketing messages, such as promotions and special offers, to specific groups of customers. Express the personality of your brand and create messages with multimedia, such as images, videos, emojis, etc., to create a personal bond with existing customers and convert leads into customers. In fact, 44% of conversations on WhatsApp lead to a purchase.
CRM integration: WhatsApp for Business can be integrated with a company's CRM or marketing automation system, allowing businesses to manage all customer communication in one place. This is easily done by connecting to one of our WhatsApp APIs. This integration can help businesses track customer interactions, identify trends, and improve customer service. If you don't have a CRM already, you can send messages via our web platform.
But WhatsApp for Business isn't just a standalone solution – it's part of a larger suite of tools offered by Meta, the company that owns WhatsApp, Facebook, and Instagram. Businesses can take advantage of the cross-functionality between these channels to create a seamless experience for customers during different points in the customer journey. For example, businesses can use Facebook's clickable ads to drive traffic to their WhatsApp for Business account. Once a customer clicks on the ad, they can be redirected to WhatsApp for Business, where they can initiate a conversation with the business. This integration can help businesses increase their customer engagement and conversion rates. In addition, businesses can use Instagram's shopping features to sell their products directly on the platform and then use WhatsApp for Business to handle customer inquiries and support. This integrated approach can help businesses provide a seamless shopping experience for their customers.
Integrating WhatsApp for Business into your communication strategy can provide several benefits, including cost-effectiveness, compliance with opt-in laws, streamlined customer support, increased sales, and integration with a company's CRM system. By using this popular messaging app, businesses can provide a seamless and personalised experience to their customers, which can help them stand out in today's competitive marketplace. And by taking advantage of the cross-functionality between WhatsApp for Business, Facebook, and Instagram, businesses can create a cohesive and effective communication strategy that drives growth and success.
LEKAB provides mobile messaging services, messaging APIs and software for advanced messaging and process automation. We offer digital tools and solutions to companies that want to optimise how they communicate and interact with customers and employees on the mobile to improve productivity, availability and the customer experience through mobile channels. Do you want to know more or ask us for advice?