WhatsApp Business provides a comfortable communication channel with a more humanized approach, without the complications that are normally associated with traditional customer service. Indeed, one of the greatest advantages of WhatsApp Business is that it facilitates conversational marketing.
Simply put, WhatsApp Business allows companies to securely send messages to their customers directly within the WhatsApp messaging platform. An advantage over SMS is that WhatsApp is tied directly to a single phone number and provides a brand business profile rather than a string of digits. This allows consumers to immediately know who they are chatting with or from whom they are receiving messages. WhatsApp also provides reliable delivery information, giving businesses the added benefit of knowing which messages have been delivered and ultimately read.
There is also a growing trend to use business messaging for "conversational commerce" purposes: allowing sales and support teams to answer questions about products or customer services with rich contextual messages that will ultimately facilitate a new transaction or maintain happy to a current customer.
Since WhatsApp comes pre-installed on many smartphones around the world, user adoption has exploded and continues to grow. That means your customers are probably already using the app. To establish that connection with the customer, all you need to do is set up a WhatsApp Business profile and associate it with your business number. And because your business presence is tied to a single phone number (no shortcodes required!), You can easily include it. in all your marketing programs to attract more customers to establish a direct connection with you.
Do I really need another messaging app?
Email and SMS have long been the most common channels companies use to connect with their customers. They are effective channels in their own right. But in an omnichannel world, that is changing. Messaging apps like WhatsApp have capabilities that allow you to have a more significant impact on customer satisfaction, while expanding your reach, improving deliverability, managing support costs, increasing conversions, improving security, and achieving other KPIs. important commercials.
Of course, other messaging channels like SMS, MMS, RCS, LINE, Facebook Messenger, in addition to chat and voice, still play a central role in any business communication strategy and are likely here to stay. However, in some countries in Latin America, Asia and Africa, it is the total application of choice, giving many companies the opportunity to attract a wider global audience.
Employing WhatsApp Business as part of your messaging strategy can be a game changer - a necessary tool to help you stay competitive. We have compiled the top reasons to consider using WhatsApp Business when communicating with your customers.
Creating superior brand connections. Building excellent brand relationships with customers is the holy grail for most companies. And WhatsApp delivers on that promise by providing businesses with a closed, personal environment in which to communicate individually with their customers. With WhatsApp, companies create "Business Profiles", a unique and comprehensive brand business identity. This allows you to provide specific information such as email and phone contacts, social media links, store addresses, website URLs, and appropriate business details or offers. More importantly, your WhatsApp Business profile gives you the opportunity to inject your brand personality with every customer interaction. And because WhatsApp verifies all business accounts, your customers are confident that you are not an imposter on the other side when they choose to connect with you. Because business profiles are required, your WhatsApp brand business identity serves as the familiar face that greets users when you send them a message, increasing their trust in you and their loyalty to your business. And because WhatsApp enables multimedia communications (think photos, documents, videos, slide sharing, and more), brands have the freedom to be creative with their conversations. Going beyond a simple text or email message, you can instill the spirit of your brand in new and unique ways to make even more engaging customer connections. Courtney Monroe, IDC's vice president of global telecommunications research, echoes this sentiment, proclaiming that WhatsApp is a "powerful channel for companies looking to provide an improved customer experience for their customers." Connect with customers where they already are When was the last time your home or office phone rang? Or the last time you responded to direct mail? Traditional communication channels like these, and even more recent digital ones like SMS and email, no longer just meet consumer demand. In fact, they are being abandoned in favor of more convenient omnichannel solutions. Successful companies understand that to provide exceptional customer experiences, they must fish where the fish are and be in the channels their customers prefer. In fact, a Dimensions Data study reveals that nine out of ten consumers would rather use messaging to communicate with businesses, 56% would rather send messages to customer service than talk on the phone. Global commitment.
If your customer base is global, or if your customer travels globally, know this: As of early 2018, WhatsApp is the number one messaging app in 104 countries. And it has the highest smartphone penetration rates up to 95% in some of those countries. Because it is free for users, WhatsApp has become, in less than a decade, the most popular application for personal and business conversations. That popularity is unrivaled in Latin America, Europe, Africa, and Asia, with the exception of China, which tends to prefer WeChat for business communications. The increase in smartphone penetration in these regions has also accelerated the use of messaging applications as the preferred channel for business transactions. If you want to access a more global market, WhatsApp should absolutely be in your communications portfolio.
Consider how WhatsApp is used by PATH, a Seattle-based global health nonprofit. PATH has been working in Zambia to support the National Malaria Elimination Center with data collection, research, and community involvement. An early adopter of messaging, PATH knew that success would require the Zambian Ministry of Health to connect with frontline healthcare providers through a channel that was easy to use and already employed by workers. Of the health. Their use of SMS showed incredible promise and as WhatsApp usage has increased in the region, PATH is embracing its use as a commercial application to help track data submissions, identify reporting patterns, improve message targeting. and ensure more secure and private connections.
Simply the smartest and easiest way to integrate WhatsApp Business.
The introduction of WhatsApp as a business tool is monumental. With its broad reach, highly engaged user base, and rich communication capabilities, it has the potential to become one of the most powerful customer engagement channels on the market today, especially for those companies serving a global audience. If you want to stay competitive and genuinely connect with your customers, start your WhatsApp Business presence as soon as you can.
If you're ready to get started, Netz Webmasters & Digital Agency offers the best and simplest way to get your WhatsApp messaging app up and running. Call us today for a free consultation with one of our Digital Marketing experts.
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