presentation whatsapp business

The Ultimate Guide to Using WhatsApp for Business in 2021

Updated: February 04, 2021

Published: April 16, 2020

Does your business offer international services, but you've found it hard to connect with global customers in a personalized, cost-effective way? Do you, as a marketer, struggle with offering one-on-one experiences with customers when you're not online?

Marketing messages are hard, right? But they don't have to be. Allow me to introduce you to your new favorite app for customer relationships: WhatsApp .

Now, if you've just read that and thought, "WhatsApp? What's that? And how is an app going to help?" That's understandable.

Allow HubSpot's Head of Conversational Marketing, Connor Cirillo, to break it down: "WhatsApp has become the center of gravity for billions of users around the world. It's where we message the people we care about most — like our friends and family," he says.

He continues by noting that, "Businesses always want to build relationships and meet customers where they are. WhatsApp can become one of the most important marketing channels."

Even though the app is the most popular global mobile messaging service , WhatsApp commonly isn't known as a tool for businesses. For instance, just over 7% of marketers use WhatsApp for business .

However, while on the surface it may seem like WhatsApp is just another messaging service, there are tools built in the app that are great for maintaining strong customer relationships and cultivating lead generation.

But, what exactly is WhatsApp, and what does it do?

What is WhatsApp?

WhatsApp is a free mobile messaging app that allows users to communicate with friends and family. WhatsApp is used for group messaging, calls, and multimedia sharing, regardless of mobile device type. The app also allows for international communication between users.

To use WhatsApp, you have to download the app on your phone, or scan the QR code from a computer with your phone's camera. The app is available for desktop, but you need a phone in order to sign up.

Image Source

WhatsApp is appealing because, in most cases, the app is free to use, depending on your phone service's messaging rates. Additionally, it provides a centralized location for multiple group chats, multimedia sharing, and voice messaging.

Here, let's explore some ways those benefits can be used in WhatsApp for marketing efforts.

WhatsApp Marketing

If you want to remind your customers about promotions, offer accessible customer service options, or increase visibility, WhatsApp is a perfect tool for you. And, with the addition of WhatsApp Business , it's now easier than ever to build positive customer relationships.

With WhatsApp Business, you'll be able to offer personal customer support to your audience with automated messages and chatbot-like capabilities. So, if you're launching a new product, WhatsApp can automatically send the messages you've created to the customers you select.

Think of selecting customers being synonymous with audience segmentation — which you can do in the app using a broadcast list .

Additionally, if you have a global audience or customer base, you'll find it easy and cost-effective to connect with your international customers, since WhatsApp doesn't charge a fee for international communication. This helps you strengthen customer relationships abroad, and allows for quick-problem solving.

Next, we'll show you how you can use the tools provided in WhatsApp Business to make an effective WhatsApp marketing campaign.

How to create a WhatsApp Business profile

Making a WhatsApp Business account is easy, especially if you have the app already downloaded. If not, head over to your local mobile app store and type in " WhatsApp Business. " If you've already set up an account, the app will connect your account to a Business profile.

Next, accept the Terms and Conditions, and enter a phone number. (If you want to refrain from using your personal number, this is something you can change letter in Settings).

And then, you're all set! You can make your Business account look polished and professional from here. You can also begin to explore some of the business-specific functions available to you, like contact labels and short links.

Let's talk about some of the features you'll have to work with in WhatsApp Business.

First, you can list your company's contact information, such as email, address, and website link, in the "Business Profile" section, accessed by clicking "Business Settings". If you've ever seen a Facebook or Google Business profile, they're very similar. Your WhatsApp Business profile will be a quick view of your company.

Your Business profile will also be listed as one, so when you communicate with leads and customers, they will know they're talking to your business. Another identifier for customers is a green checkmark:

You'll see it added when your account is verified by WhatsApp, which involves the app making sure the information you've given to set up your profile is accurate.

You'll also be able to use labels to organize sales functions, access messaging metrics (such as stats on when messages are sent, delivered, and read), and build a catalog of products from your business. We'll get more into how these features can help your marketing strategy in the next section.

How to Use WhatsApp for Business

You can use WhatsApp for business efforts in a couple of different ways. Mainly, the app is used for communication and sharing, and that's the basis of using WhatsApp to your advantage. If you would like to incorporate WhatsApp Business into your own app or platform, you can also consider using WhatsApp Messaging API for your developers.

WhatsApp can be a powerful app to have in your toolkit. You can improve visibility, automate communication, and keep your workflow organized.

The app is also free to use and manage, so you won't be spending money downloading new software. Let's cover how some other ways to use WhatsApp as an asset for your company. 

1. Improve your business's visibility.

Similar to Facebook, WhatsApp allows businesses to have a Business page on the app. Your profile will offer important information for customers, such as location, description, website, and contact details. You can also add a catalog to your WhatsApp, like shown below:

Image S ource

The catalog tool lets you upload your products in bulk, so users can browse your offerings through the app. This tool is an easy way for customers to get an idea of what they can purchase from your business. Having a business page for your company increases the amount of possible customers who can interact with your business using the app.

For instance, let's say your customers want to know what your business offers, but don't feel like Googling it. If your catalog is set up, they'll be able to access your offerings before their attention is diverted to something else.

You can use catalogs to display a new product line, or feature your most popular products to entice your audience members.

2. Lessen the response time.

When you use WhatsApp Business, you can engage with customers directly. You can also automate messages using a chatbot, so your audiences can have their questions answered quickly.

Notice how you can save a few quick replies for your customers. This interactive "FAQ" undoubtedly cuts down on having to type, or copy-and-paste answers to common questions.

Think about providing a content offer with quick replies. For instance, you might configure your welcome message to ask about your new offerings, ( "Welcome! Would you like to know about our new sale?") , and include a quick reply that links back to your catalog, or another page or promotion.

3. Organize your duties.

WhatsApp offers different options for organization. First, you can organize your contacts using their label system. Alternatively, if you use a CRM that integrates with WhatsApp, like HubSpot, you can import your contacts directly from the CRM to the app, and manage conversations from there, like shown below:

If you can integrate WhatsApp with your CRM, you won't have to manually add contacts into the WhatsApp account. The two platforms will work together to import contact information onto your business dashboard.

Additionally, if you want to save the conversations you have with customers, you have that option with an integration. For example, HubSpot customers can access previous conversations on their HubSpot dashboard:

This will help you keep track of your customers and the relationships you grow with them. For more information about how to integrate your contact information with HubSpot, refer to this instructional post .

WhatsApp Marketing Campaign Examples

If you want to fit WhatsApp into a larger brand campaign, but are unsure how that will look, think of the app as a way to streamline communication in a way that's a little more personal, and easier to access, then email or a product page. Let's look at how some companies use WhatsApp.

1. Hellmann's Brazil

Tactic: Story-based chatflow conversations.

To help teach their younger audiences how to cook, the team at the Brazil headquarters of Hellmann's got to work, marketing through WhatsApp. This was an optimal choice for the team: WhatsApp is popular in Brazil , so their Brazilian audience would most likely already use the app.

This tool was a perfect addition to use in the campaign:

Here's how it works: After texting the Business profile, WhatsCook, with WhatsApp, users can ask the profile for recipes based on what they have in their fridge. Then, they can message the profile to get more direction, video-based instructions, or send photos of progress.

The profile offers multimedia directions, such as photo and video, to make the learning experience personalized. The app even texts you to remind you when the dish is done. With less than $900 invested, and four million people satisfied, Hellmann's had a home run.

The company used chatflows and labels to provide a choose-your-own-adventure story to connect with customers as part of their campaign to educate youngsters about cooking, all through text messages.

Think of how your customer service team would have an easier time organizing their contacts and helping customers with WhatsApp's quick messaging capabilities. They can create customized workflows using integrated software and upload them into WhatsApp.

Finally, if leads want to check out your business, they won't have to give it a Google search. They can just click on your user profile. These scenarios work for any type of business, and are some cost-effective alternatives to email marketing and international marketing.

2. Beck's Brewery

Tactic: Secondary app integration.

Beck's Brewery is an alcohol company that's popular in Europe, and focuses on legendary experiences. To make one for mobile phone users, their team created an app that integrates to WhatsApp, and offers a comic book theme for their chats:

This app promotes longer chats on WhatsApp, and increases brand awareness for Beck's Brewery as a brand. For instance, if a friend of a fan had never heard of the company before trying out the app, they'll learn about the brand when they try out the comic book-themed integration.

Maybe your company offers graphic design services, or is a software development company. The bright, designing minds at your company can use the WhatsApp API to come up with similar integrations to use as a promotional tool in part of your next campaign.

Tikkie is an app, available only in Europe, that lets its users repay small loans on their phone. The app is most notably used by global bank ABN AMRO to let users in the Netherlands make bank payments.

This can be done for customers using WhatsApp. To market this function, Tikkie's developers created a line of stickers that messengers can use in their chats to make them customizable, such as the ones shown below. Like other messaging apps such as Slack, these stickers add a funny, meme-able addition to chats:

These phrases, "Takes a long time," and "Paid!" are vague enough to be used in general conversations, funny enough to make an impact with younger customers, and branded enough to increase brand recognition with users choosing these stickers.

Though Tikkie isn't the first brand to use stickers for WhatsApp marketing ( For instance, these Star Wars stickers celebrated the franchise's 40th anniversary ), they highlight how you can use the money you save with a free app. This makes marketing messages more delightful for your customers.

To create a sticker campaign of your own, you can use this sample code provided by the app, after you read up on some best practices for creating stickers. Basically, make sure your sticker images have transparent backgrounds, is less than 100kb, and measures exactly at 512 x 512.

For more examples like these, be sure to check out these extra WhatsApp campaign examples .

Ultimately, it's important to keep in mind that WhatsApp shouldn't be a primary marketing tool, like a CRM or email marketing software. Instead, it should be a partner to advance your marketing messages.

If you have disorganized chatflow structures, and feel as if you can do more to build customer loyalty, give WhatsApp a try. You'll find a platform that's easy to use, integratable, and provides metrics about your performance to help you increase effectiveness over time.

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A complete guide to WhatsApp Business features in 2023

WhatsApp Business offers an efficient way to communicate with your customers in a personal, yet professional manner. As a small business owner, you can use the app to showcase your products and services, reach out to new leads, and interact with your customers from the comforts of your smartphone. 

But the question is, have you been able to make the most out of its features? If not, we’re here to help! 

In this guide, we’ll explain all the best WhatsApp Business features and how to make the most out of each. Also, if you’re yet to use WhatsApp or WhatsApp Business, we’ll show you how to get started and how to switch to the business version if you need to.

Table of Contents Know the different versions of WhatsApp Getting started with WhatsApp How to switch to WhatsApp Business (if you already have WhatsApp) What is a business profile on WhatsApp? How to create an attractive business profile on WhatsApp The must-know features of WhatsApp Business Understanding WhatsApp’s Terms of Service and WhatsApp Bans Conclusion

Before you get started, get to know the different versions of WhatsApp 

First things first, there are three different versions of WhatsApp 1) regular WhatsApp that we all are aware of, 2) WhatsApp Business , an upgraded version of the regular WhatsApp built for business conversations, and 3) WhatsApp Business API , a totally different version of WhatsApp designed for large corporations and enterprises. 

WhatsApp 

WhatsApp is a personal messaging app built for individuals. Its features include one-to-one and group chats, voice and video calls, end-to-end encryption, status updates, media sharing, etc. The app is ideal for personal communications like chatting with friends and family, sharing photos, making personal calls, etc.

WhatsApp Business 

WhatsApp Business, on the other hand, is a business messaging app designed for small to medium-sized businesses. Some of its features include a business profile with details like business description, email, store address, and website, messaging tools (e.g. quick replies, greetings, and away messages), labels for organising contacts or chats, Catalog feature to display products, basic metrics (e.g. the number of messages read), etc. The app enables small businesses to communicate with customers, share product catalogues, respond to queries, and manage orders.

WhatsApp Business API

WhatsApp Business API is designed for business messaging at a much bigger scale, ideally for medium to large enterprises. The tool offers integration with business systems (like CRMs, customer support software), automated messages, high volume messaging, advanced metrics and analytics, among many other upscale features. It’s mainly designed for large-scale customer support, automated notifications (like flight updates, bank alerts), and integration with third-party tools for big businesses.

Most notably, the interface for WhatsApp Business API is completely different from the usual WhatsApp applications we know, and it requires a subscription plus complex setup.

Here’s a table summarising the differences and use cases:

Getting Started with WhatsApp

If you haven’t started using WhatsApp, getting started is pretty straightforward. You just need to install the app, add your number, and you’re good to go. 

Skip here if you already have regular WhatsApp

While you can use the regular app for business communications, switching to WhatsApp Business is recommended since it comes with more features that can support your sales operations and interactions. 

Here’s a step-by-step guide on how to get started with WhatsApp Business:

Step 1. Download and Install the app

First, you need to download and install the WhatsApp Business app. The app is available for free on Google Play Store (Android) and App Store (iOS).

Step 2. Complete the initial Setup

Open the app and verify your phone number. It’s recommended that you use a different number for business communications as you can’t use the same phone number for both the standard WhatsApp and WhatsApp Business applications. If you use the same number, it will be moved to the Business app while your personal account will be gone.

Once you’ve verified your number, fill out your business details including name, category/type, etc. Keep in mind that the business name can’t be changed once set, so make sure you decide on a name first.

Step 3. Set up your business profile

It’s time to set up your profile. To do that, go to the “ Settings ” section and tap on “ Business settings ”.

Your profile should include the address of your business, its category, description, working hours, and an email address. Also, don’t forget to add a profile picture that best represents your business.

Step 4. Explore the business features you’ve unlocked

Understand the features of WhatsApp Business so you can use them to make your business communications more effective. Some of the features of WhatsApp Business include Automated Messages, Catalog, Labels, etc. We’ll discuss these features in more detail later. 

Step 5. (Optional) Add your WhatsApp Business link to your social media and websites

Add your WhatsApp Business profile link to your website, social media profiles, and other online platforms. This makes it easier for customers from other platforms to directly message you in just one click.

Step 6. Understand WhatsApp’s Terms of Service

Last but not least, one of the most important steps to start using WhatsApp is to understand their Terms of Service. For starters, you need to be careful to respect user privacy and avoid sending unsolicited messages. WhatsApp also prohibits the use of unauthorised bulk or automated messaging , so you need to be cautious about the methods you’re using to blast messages.  

Failure to follow these guidelines can result in loss of features, account suspension, account termination, or even legal action against you and your business. We’ll discuss WhatsApp Terms of Service later in more detail. 

How to switch to WhatsApp Business (if you already have WhatsApp)

If you’re already using WhatsApp to communicate with your clients, you could consider switching to WhatsApp Business for a new set of features. And there are many good reasons to do it.

First, you’d be able to separate your personal and professional conversations. And secondly, you’ll get to use features that allow you to manage professional conversations in the best way. 

And the good news is that switching to WhatsApp Business is pretty easy. Here’s a step-by-step process: 

Step 1. Install WhatsApp Business app 

WhatsApp Business is available on Play Store for Android devices and App Store for iOS devices. Go to your app store, search WhatsApp Business, and install the app. 

Step 2. Verify your number 

Launch the app once it’s installed. It will prompt you to verify your number. Add the phone number you want to use for your business. 

Keep in mind that you can use the regular WhatsApp and WhatsApp business simultaneously on your phone. However, you will need to use different phone numbers in order to keep both at the same time. 

Step 3. Restore your chat history

In case you’re switching to WhatsApp Business with the same phone number, you’ll have an option to restore your chat history. Tap on “ restore ” when you’re prompted to do so. Skip this step if you’re looking to start from scratch. 

Step 4. Set up your business profile 

Tap on More Options > Business Settings > Profile , and add your business information, including the address, category/type, description, business hours, email address, and website. Keep in mind that the business name will be linked to your phone number and it can not be changed later. 

Step 5. Explore additional features you just unlocked

Go to “ Business settings ” and explore the features that come with WhatsApp Business. 

Read this article for a detailed explanation on How to switch to WhatsApp Business from regular WhatsApp .

Now, what is a business profile on WhatsApp? 

A business profile on WhatsApp allows you to present your business details and organised information to clients and potential customers. It’s often the first thing your customers will see on WhatsApp. A well-written business profile helps you project a professional image of your business, making it easier for customers to know who you are and what you offer.

Here’s what you can include and display in a WhatsApp Business profile:

• Business Name : This is the name of the business as you want it to appear to anyone interacting with you on WhatsApp.
• Profile Photo : Typically, your profile photo will be your business logo or any other image that represents your business.
• About : A short description of what your business does. WhatsApp provides some default options, but it’s recommended that you create your own.
• Address : You can add the location of your business. You can integrate the address with Google Maps, allowing your visitors to tap on it and view your business location on the map.
• Business category : This helps classify your business into a specific industry or sector, making it easier for customers to understand the nature of your business.
• Business hours : You can specify when your business is open, so your customers know about the best times to reach out or visit.
• Phone number : This is the number associated with your WhatsApp Business account. Customers can use it to contact you directly.
• Email address : You can provide an email address for customers who prefer to communicate through email.
• Website : If you have a business website, you can link it in your profile. 

A WhatsApp Business profile makes your business much more accessible and inviting through the platform. Your potential customers can quickly look at the essential details about your business, which helps facilitate smoother communication. Furthermore, with the rise of mobile commerce and communication, many users find it convenient to interact with businesses directly through apps like WhatsApp, making your profile even more crucial for growth and improved customer relations.

How to create an attractive business profile on WhatsApp 

Your business profile plays an important role in making your potential customers understand who you are and what you offer. A nicely created profile attracts the right people and also convinces them to take further action. Therefore, it’s always worth allocating some time to think about this and create an attractive business profile on WhatsApp. Here’s how to create an attractive business profile on WhatsApp: 

• Use a high-quality profile picture : Your profile picture is often the first thing people will see. Use a high-quality image that represents your business. It could be your logo or other graphics that resemble your business.
• Write a clear and concise “About” section : The “ About ” section should describe your business briefly yet clearly. Therefore, mention what your business does and how it can help‌ customers. Keep it concise and informative.
• Add complete and accurate business details : Make sure to add your business’s physical address (if applicable), working hours, contact information, and website. The more details you provide, the easier it is for customers to reach you.
• Use keywords : Include industry-specific keywords in your profile to make it easier for customers to find your business. This can increase your visibility in search results. For instance, if you’re a wedding planner, include keywords such as, wedding planners in [your location]. 
• Showcase your products/services in Catalog : WhatsApp Business provides a Catalog feature where you can display your products or services. Use high-quality images and provide comprehensive details about each offering. Also, don’t forget to keep your Catalog updated with new products or services.
• Use the status feature : WhatsApp’s status feature is a great way to share updates or promotions. Be sure to keep your status updated with fresh, engaging content.
• Add a click-to-chat link to your profile : Great WhatsApp Business profiles make it as easy as possible for customers to initiate conversations. A click-to-chat link allows users to start a chat with you without having your phone number saved in their phone’s address book.

The must-know features of WhatsApp Business

WhatsApp Business offers several features that regular WhatsApp doesn’t have. Organising and using them correctly can help simplify your business communications. Below are the important WhatsApp Business features you should know about, how to use them, and how to make the most of of them:  

Catalogs 

The Catalogs feature allows you to showcase your products or services directly on your WhatsApp profile. Your Catalog is a digital showcase of your products or services that allows potential customers to browse your offerings within WhatsApp, even before they start a conversation with you. Think of it as your mobile storefront that lets customers browse offerings without leaving the chat interface. 

How to Use : Go to Business settings > Catalog and add the necessary items, such as images, descriptions, offers, and special discounts. 

What to Put : List of products or services, with images, descriptions, prices, and product or service codes.

Tips for using Catalogs: 

• Use high-quality images : Use clear, high-resolution images for each item in your Catalog. This ensures customers get an accurate representation of what you’re offering. Good visuals can greatly influence first impressions and subsequent purchase decisions.
• Comprehensive descriptions : Provide detailed descriptions for each product or service. Include specifications, sizes, variations, and other relevant details. A well-informed customer is more likely to make a purchase or chat with you.
• Update regularly : Keep your Catalog updated with new products, seasonal offerings, or any changes in pricing. An outdated Catalog can cause confusion or missed sales opportunities.
• Use direct links : Share direct links to specific products or services within your Catalog when interacting with customers. This facilitates easier browsing and can accelerate the decision-making process. Plus, you don’t have to copy-paste the product information every time someone enquires about it.
• Integrate with other features : Pair the Catalog feature with quick replies. For example, if a customer asks about a particular product category, you can send a quick reply with a direct link to that section of your Catalog.
• Monitor customer interest : Pay attention to the products or services customers enquire about the most after viewing your Catalog. This can offer insights into popular items and guide inventory or marketing decisions.
• Simplify navigation : Organise your Catalog logically. Group similar products or services together, and if possible, use categories or sections to make browsing easier.
• Highlight special offers : If you have discounts, promotions, or special offers, make sure they are prominently displayed in your Catalog. This can drive purchases from seasonal interests.
• Provide clear pricing : Ensure all prices are clearly stated and up-to-date. If you have regional variations in pricing, consider mentioning the base price and noting the potential variations.
• Encourage feedback : Ask your regular customers for feedback on your Catalog. Their insights can help you improve presentation, product descriptions, or the overall browsing experience.
• Backup your Catalog : Ensure that you have backups of all images, descriptions, and Catalog data. This can streamline the process if you need to recreate or move your Catalog to another platform in the future.
• Cross-promote : If you have a presence on other platforms or an e-commerce website, use the Catalog feature to drive traffic there. For instance, you can mention that customers may find more details, customer reviews, or a broader product range on your main website.

Catalogs on WhatsApp offers businesses an efficient way to present their offerings within WhatsApp. By focusing on clarity, quality, and customer experience, you can transform this feature into an effective sales and marketing tool.

The Labels feature on WhatsApp Business helps you categorise and organise your chats, making customer interactions and follow-ups more efficient. Labels act as visual indicators, allowing you to quickly identify the status or context of a chat. Think of them as virtual sticky notes for chats.

How to use : After opening a chat, tap on the name/number > Add label . Labels allow you to streamline customer interactions based on their status, and move them forward in your sales process.

What to Put : Tags like “New Customer”, “Pending Payment”, “Order Complete” to organise chats and contacts.

Tips for using Labels : 

• Develop a consistent system : Establish a clear labelling system from the beginning. Whether you categorise by customer type, query type, or purchase status, make sure it’s consistent to avoid confusion later on.
• Use descriptive labels : Your labels should be self-explanatory. For instance, “Pending payment”, “Delivery in-progress”, or “VIP customers” immediately convey the context of the chat.
• Colour-code thoughtfully : Use colours in a way that enhances your organisational strategy. For example, you could use red for urgent tasks like “Immediate follow-up” and green for chats labelled “Completed”.
• Regularly update labels : As a conversation progresses, its status or context might change. Make it a habit to update a label accordingly to reflect the current state of the interaction.
• Filter conversations : Use the label filter to quickly view all chats under a particular label. This is especially useful when you need to address all queries of a specific type or check on all orders that are awaiting dispatch.
• Limit the number of labels : While it’s tempting to create a label for every possible situation, having too many can lead to confusion. Instead, focus on broad categories that cover most of your interactions.
• Combine Labels with other features : Pair Labels with quick replies. For instance, if you’ve labelled a chat as “Product inquiry”, you can use a related quick reply to provide more information.
• Review periodically : As your business grows or changes, your labelling needs might evolve. Periodically review your labels to ensure they still align with your operational needs.
• Use for analytics : You can use labels as a simple form of analytics. For instance, if you have a label for “Service complaints”, checking the number of chats with this label can give you a quick overview of customer satisfaction levels.
• Backup and archive : If you’re archiving or backing up chats, ensure the labels are retained. This way, when you revisit a conversation, you can quickly understand its context.

“Labels” is more than just a visual aid. When used strategically, it can streamline operations, improve response times, and offer insights into customer interactions. It’s highly recommended that you invest time in developing and maintaining an effective labelling system to get the most out of this feature.

Automated message

Automated messaging feature on WhatsApp Business facilitates immediate communication with customers even when you’re not actively available. You can set up these messages so that they’re automatically sent under certain conditions, such as when you receive a message outside your business hours.

With this feature, you can automatically send greetings or create away messages when a customer initiates a chat. Immediate responses to customers ensure that they’re not left waiting and enhances their experience with your service.

How to use : Go to Business settings and set up Away message and Greeting message. 

How to set up automated messages on WhatsApp Business :

• Away Message : This is an automated reply for when you’re not available to respond immediately. Example: “Thanks for reaching out! We’re currently away as our business hours are 9:00 am to 6:00 pm on weekdays. We’ll get back to you immediately when we’re available.”
• Greeting Message : This is a welcome message for new customers or those who’ve been inactive for a while. Example: “Hello! Thanks for contacting [your business name]. How can we assist you today?”

Tips for using Automated Messages : 

• Set clear expectations for the customer : While using the “Away Message” feature, clearly indicate when the customer can expect a response. For instance, “Thanks for reaching out! Our business hours are 9 AM – 5 PM. We’ll get back to you first thing tomorrow.”
• Keep it personal : Create your automated messages to sound friendly and personable, not robotic. Also, personalise messages based on your business tone and ethos. For instance, a travel agency might have a more relaxed tone than a law firm. 
• Utilise the “Greeting message” : Set up a welcoming message for first-time users or those who haven’t messaged you in over 14 days. This can be a simple introduction or an invitation to answer a question.
• Include key information : Your automated message can also act as a quick FAQ. Consider including brief details about common queries, such as operating hours, ongoing promotions, or a link to your website.
• Use with other features : Combine automated messages with quick replies. For instance, your automated “Away Message” can suggest that the user type /faq for immediate answers to common questions.
• Update regularly : Ensure your automated messages are updated based on business changes, special events, holidays, or promotions. For instance, during a holiday season, mention when regular operations will resume.
• Avoid excessive length : Keep your automated messages concise. If you try to cram in too much information, it might overwhelm or confuse the customer.
• Monitor and adjust : Review the feedback or reactions to your automated messages periodically. If customers often express confusion or ask follow-up questions after receiving an automated reply, it’s your cue to refine the content.
• Set schedules : Ensure your “Away Messages” align with your actual business hours. This way, if a customer messages just a few minutes after closing time, they’ll receive an immediate response explaining the delay.
• Encourage further action : Use your automated messages to guide the user to the next steps, such as visiting your website, checking out a Catalog, or viewing a current promotion.

Automated Messages is a powerful feature within WhatsApp BUsiness that helps your businesses maintain consistent communication, set clear expectations, and guide user behaviour. When used strategically, it can significantly enhance the customer experience and leave a positive impression of your brand.

Quick Replies

The Quick Replies feature is designed to help you save time and maintain consistency in communications. It allows you to respond with pre-set messages to frequently asked questions or statements by simply typing a shortcut. By saving messaging time and effort, this feature provides your customers with instant and consistent responses that match their enquiries.

How to use : Access Business settings > Quick replies . After you’ve added a Quick reply, use the / key followed by the shortcut word to insert it in chats.

What to put in Quick Replies : 

You can add a message that you frequently send, such as “Thank you for your purchase!” or answers to common queries.

Here are some quick reply examples: 

• E-commerce: “Your order has been shipped!”, “Thank you for your purchase!”, “Here is a list of products + prices…”
• Inquiries: “We’ve received your query and will get back to you shortly.”
• General: “Thank you for reaching out!”, “How can we assist you today?”

Tips for using Quick Replies:

• Start with the basics : Identify the most frequently asked questions or commonly made statements by your customers and create quick replies for these to ensure that you can swiftly address most of such queries.
• Use shortcuts intuitively : Make your shortcuts intuitive and easy to remember. For instance, use /thanks for a thank you message or /shipping for details about shipping policies.
• Update regularly : As your business grows and evolves, so will customer queries. Regularly update or add quick replies based on new patterns in customer interactions.
• Keep it personal : While quick replies are automated, they shouldn’t feel robotic. Craft your replies to be warm and personal, reflecting the tone of your brand.
• Combine with live messaging : Use quick replies to provide initial answers and then continue the conversation in real-time to address any specific concerns or follow-up queries the customer might have. Remember, quick replies are not meant to replace you entirely, especially if you work in an industry that requires high-touch personalised service.
• Use for promotions : Create quick replies for ongoing promotions or special offers. For instance, if you’re running a sale, have a quick reply like /promo that describes the sale.
• Efficient categorization : Group related quick replies together by using similar or sequential shortcut names. For instance, /return policy for return policies and /shipping policy for shipping details.
• Diversify content : Don’t limit yourself to text. You can include links to videos, product pages, or FAQ sections on your website within your quick replies. But remember to keep it simple and avoid including too many links (1 to 3 is usually enough).
• Monitor effectiveness : Pay attention to how often you use each quick reply and the subsequent customer reactions. If a particular reply regularly leads to confusion or further questions, it might be time to revise its content.
• Avoid overreliance : While quick replies are convenient, they shouldn’t replace genuine human interaction entirely. Find a balance between automation and personalised service, especially when addressing complex queries or concerns.

The Quick Replies feature is undoubtedly a time-saver. The real value lies in its ability to maintain speed and consistency in brand communication and enhance customer service. That being said, you should leverage its potential wisely, ensuring that it complements, rather than replaces, personalised interactions.

Message Statistics 

The Message Statistics feature allows you to access important metrics about your messages, such as the number of messages sent, delivered, read, and received. This is an important feature you can use to plan your messaging strategy. 

With ‌insights into how your messages are performing, you can inspect customer engagement and the effectiveness of specific messages and your overall communication strategies. Interpreting and acting upon these statistics can significantly enhance your business’s interactions with its clientele.

How to Use : Visit Business settings > Statistics to view metrics on sent, delivered, read, and received messages.

Tips for using Message Statistics:  

• Monitor regularly : Check your message statistics at least once a week or every two weeks. This regular analysis will help you identify patterns, peak engagement times, or potential issues with message delivery.
• Analyse sent vs. delivered : If there’s a significant difference between the number of messages sent and those delivered, it may indicate that many of your users are not active on WhatsApp or have changed their numbers. Consider reaching out through alternative communication channels or updating your contact list.
• Track message reads : A high “read” count relative to “delivered” signifies good engagement. If the number is low, you might want to reconsider the timing, content, or frequency of your messages to improve read rates.
• Evaluate engagement periods : By observing when your messages are read most frequently, you can identify peak engagement times. This information can guide you on the best times to send out important announcements or promotions.
• Adjust frequency based on feedback : If you notice a surge in messages sent from your side but a decline in messages read, it might indicate that you’re overwhelming your audience. Consider spacing out your messages or segmenting your audience for more targeted communication.
• Use stats to improve response time : If you see a significant number of incoming messages, ensure you have the resources or tools in place to respond promptly. A swift response enhances customer satisfaction.
• A/B testing : Use message statistics to measure the effectiveness of different types of content. For example, if you send two types of promotional messages at different times, compare their read rates and subsequent engagement to determine which type resonates more with your audience.

The Message Statistics feature is more than just a tool you might glance at every now and then. It offers a wealth of actionable insights that, when harnessed effectively, help you create strategies to enhance your business’s communication and customer engagement on WhatsApp.

Understanding WhatsApp’s Terms of Service and WhatsApp Bans

WhatsApp is a great tool for business communications. However, you should also keep in mind that the platform enforces a strict set of rules around messaging behaviour, and you’ll need to follow them to keep using the platform. Understanding WhatsApp’s Terms of Service is important to ensure that your business account remains active. Here are some of the things that could lead to a ban:

• Spamming : Sending too many messages at once or sending unsolicited messages to customers who have not provided their consent is considered spam and can lead to a ban.
• Misinformation : Sharing false or misleading information is strictly prohibited on the platform and can result in a ban.
• Illegal content : Sharing content that is illegal or promotes illegal activities will result in an immediate ban.
• Violation of privacy : WhatsApp employs strict privacy policy in regards to customer information and violating it may result in a ban or even legal consequences. Sharing any customer’s personal information without their explicit consent may count as a violation of privacy.
• Malware and hacking : Attempting to hack, modify, or disrupt the service or sending messages with malware will also result in an immediate ban.
• Use of unauthorised bulk-sender tool or auto-messaging: Using unauthorised external platforms to bulk send or automate messaging also violates WhatsApp Terms of service and may lead to a ban. Make sure any external tool you use adheres to WhatsApp’s policies. 

Keep in mind that WhatsApp may suspend or permanently ban your account if you fail to adhere to WhatsApp’s policies. Therefore, it is advised that you read and understand Terms of Service before using the tool. 

WhatsApp Business – with its many enhanced features – can be a powerful tool for engaging with customers and promoting your products or services. With the right approach, you can use it to help your business thrive. But remember, always adhere to WhatsApp’s Terms of Service to avoid any issues with your account.

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How to Use WhatsApp for Business: Tips and Tools

Learn how to use WhatsApp for business and provide your customers with immediate, personalized customer service.

While you’ve probably already included platforms like Twitter and Facebook in your social media strategy , WhatsApp could be equally as important to your brand.

That’s right: WhatsApp isn’t just for texting your coworkers or video chatting with your family in a different city. It can be used for business, too.

WhatsApp Business was created specifically with small business owners in mind. It can help you connect with your customers and support them with immediate, personalized customer service .

If you’ve never considered adding a WhatsApp Business account into your brand’s social strategy, we’ll explore why that might be a good idea.

Table of Contents

Bonus: Download our free WhatsApp for Customer Care guide to get more pointers on how to use WhatsApp Business to get higher conversion rates, better customer experience, lower costs, and higher customer satisfaction.

What is WhatsApp?

WhatsApp is a messaging app , like Facebook Messenger or We Chat .

The mobile app uses the phone’s Internet connection to let you communicate with other WhatsApp users, making it an affordable alternative to international calling or texting.

WhatsApp was an independent messenger company when it launched in 2009, but Facebook acquired it in 2014 . As of 2021, it is still owned by Facebook.

People use WhatsApp for business or personal use because:

• It’s free. The only charges you might get are data roaming charges.
• It’s reliable. As long as you’re connected to wi-fi or have mobile data, you can use WhatsApp to communicate with users all over the world.
• It’s widely available. There are WhatsApp users in 180 different countries.
• It’s not just about texting. You can use WhatsApp for voice messages, calls and video calls, as well as sharing photos, videos, documents, or your location.

8 WhatsApp stats you probably didn’t know

The numbers speak for themselves.

1. WhatsApp is the most popular mobile messenger app in the world

2 billion people worldwide use WhatsApp at least once per month.

This places WhatsApp ahead of other popular messenger apps: Facebook Messenger with 1.3 billion users and WeChat with 1.2 billion users.

Source: Statista

2. WhatsApp is the third most-used social media network in the world

It’s behind only Facebook and YouTube for worldwide popularity.

Source: Hootsuite

3. 58% of WhatsApp users use the app more than once each day

In fact, in the USA, the average person uses it 143 times a month .

4. As of 2019, WhatsApp had more than half a billion daily active users

That’s an increase from 450 million at the end of 2018.

5. Most of WhatsApp’s new users in 2020 are in the USA

Following the States, the countries with the most WhatsApp downloads in 2020 were Brazil, the United Kingdom, India, then Mexico.

6. 27% of American WhatsApp users are ages 26 to 35

7. WhatsApp mostly is used to keep in contact with friends and family

That’s why 82% of Americans use the app. Other popular reasons include strengthening a professional network (13%) and getting entertainment (10%).

8. The most WhatsApp calls ever made was New Year’s Eve 2020

A record 1.4 billion video and voice calls were made using WhatsApp on December 31, 2020.

How to use WhatsApp for business

While only 4% of American WhatsApp users downloaded the app to follow brands or companies, there is still huge value in using WhatsApp for your business.

WhatsApp Business was built specifically with the small business owner in mind and offers specialized solutions that can help you connect with your customers.

To get started, you need a WhatsApp Business account. If you don’t have one yet, follow these simple step-by-step instructions.

How to create a WhatsApp Business account

1. Download the WhatsApp Business app for Android or iPhone

Find the app on the App Store or Google Play, or download it via WhatsApp’s site.

2. Agree to the terms and conditions

3. Enter your business’s phone number

4. Fill in your details

After you enter your phone number, you will automatically be directed to this page. Fill in the essential details like your business name, add a profile picture and select a category that best describes your business.

5. Learn more about the WhatsApp business tools

In the next step, you can learn about setting up a product catalog for your ecommerce or automated messaging.

You can also skip the tutorial and go straight to settings.

Before you move on to advanced features like automated messaging, make sure to add more information about your business. You can manage addresses, hours and websites in the Business Profile category in settings.

6. Now, start connecting with your customers

That’s it! Now that you know how to create a WhatsApp account for your business, you can start using the messenger app to communicate with customers.

4 great uses of WhatsApp for business

So, why should you use WhatsApp as a business owner? Here are 4 things the app might help you with.

Elevate your customer service

With a WhatsApp Business account, you can make your social media customer service more efficient and personal.

On top of serving as a channel for direct messaging, WhatsApp Business has several tools that you can use to elevate communication with customers:

• Quick Replies . Save answers to commonly asked questions as templates and set up shortcuts. This will give you back the time you would spend typing out the answers to repeating questions. And, your customers will get their questions answered faster.

• Labels . Use labels to organize and categorize users and messages. This will help you sort messages by urgency and recognize returning customers. You can use pre-programmed labels or create new ones that make sense for your business.

• Away Messages and Greeting Messages. Set up these automated messages so your customer gets a response immediately, even if you’re unable to respond. This is a great way to set expectations for response times if a customer reaches out outside of your business hours.

On top of all this, it’s simply easy and affordable to communicate with international customers via WhatsApp Business.

Showcase your products in a catalog

You can think of WhatsApp Business’s catalog tool as a mobile storefront. It lets your customers browse your products without leaving the app.

This tool is useful for highlighting new products, seasonal collections or bestsellers.

Here are a few key facts about the catalog:

• You can upload a maximum of 500 products or services.
• Each product or service can include a title, price, description, product code and link to the product on your website.
• Each product has an image.
• You can share links from the catalog in WhatsApp conversations.

Communicate with colleagues or employees

WhatsApp Business isn’t just for communicating with customers. It’s also a useful way to stay in touch with employees. In fact, messenger apps like WhatsApp are used by 79% of professionals for communication at work.

Source: Digital 2020

The group chat feature lets you message with up to 256 people at one time. It’s possible to send PDFs and other documents over WhatsApp business. Files can be up to 100MB.

Network with other professionals

Finally, you use WhatsApp to communicate with others in your industry. The app’s video call tool can be used in a professional networking capacity, just like Zoom or Skype.

You can even sync WhatsApp Business with your desktop, so those professional networking calls can be done from your office computer rather than your phone.

4 useful Whatsapp business tools

Sparkcentral by hootsuite.

Sparkcentral makes customer service conversations a breeze. It’s an automated messaging platform, ideal for managing high volumes of messages.

Sparkcentral offers chatbots and AI solutions that help businesses automate customer service across social platforms — all in one dashboard. It works with WhatsApp, as well as Facebook Messenger, WeChat, Instagram and more.

Scan this QR code to start chatting with a Sparkcentral representative on WhatsApp, and find out more about what it can do, right now:

WhatsAuto is another solution you can use to build better auto-replies. WhatsAuto lets you create a chatbot, schedule auto-replies and easily turn auto-replies on and off.

Source: Google Play

Cleanup for Business WhatsApp

Download this business tool if you don’t want to spend time manually deleting old files off of WhatsApp. Cleanup makes cleaning up WhatsApp Business easy — you can select multiple files at once and quickly delete old images, videos, audio files, notes and profile pictures. The app works offline, too.

Status Saver For WhatsApp Scan

This app makes managing your business’s WhatsApp contact list easy. Use it to import WhatsApp contacts into your iPhone, merge duplicate contacts and connect with someone on WhatsApp without adding them as an official contact.

So, there you have it! Now you know why WhatsApp could be a great tool for your business. Don’t forget: messenger apps like WhatsApp Business are great ways to elevate customer service, and improve communication with both your customers and your team.

Save time building an efficient customer support system on social media with Hootsuite. Respond to questions and complaints, create tickets from social conversations, and work with chatbots all from one dashboard. Try it free today.

Get a Free Demo

Save time on social messaging with automated responses, smarter workflows, and friendly chatbots — all in the Hootsuite Inbox.

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Karin is a freelance writer and digital content specialist based in Vancouver.

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16 unexpected ways to use WhatsApp for business

Written by by Jessica Coleman

Published on  November 30, 2022

Reading time  10 minutes

Conversational marketing is on the rise, driven largely by consumers’ increasing expectations for convenience and tailored digital experiences. In fact, 90% of global consumers say they’ll spend more with companies that personalize the service they offer.

Coupled with recent government- and self-imposed restrictions on in-person shopping, more brands than ever before are turning to WhatsApp and similar messaging platforms to interact with customers in meaningful ways.

Today, millions of brands are using WhatsApp Business to build personal connections with consumers at scale. In this article, we’ll establish the growing importance of WhatsApp across business functions (not just marketing), showcase the ways some brands are using the app and highlight a few innovative tips for making the most of the network.

The benefits of using WhatsApp for business

Inventive ways to use whatsapp for business, 7 whatsapp business account features to use, whatsapp business account vs. whatsapp business api, customer service, financial services, marketing campaigns, human resources, pipeline growth.

For brands that use WhatsApp to engage with customers, there are a number of clear benefits.

• Expand your global reach. WhatsApp, the most popular messaging app worldwide , has upward of two billion active users across more than 180 countries. With a potential audience that large, it’s easy to engage with new prospects that may not yet be aware of all your business has to offer.
• Improve the customer experience. Research from Zendesk found that leading companies offer customer support across twice as many channels as their peers. If you are looking to expand your opportunities to support customers, WhatsApp provides a seamless platform for doing so.
• Enhance employee satisfaction. WhatsApp’s messaging capability can also be a win for your internal team as customer support personnel report that they are 50% more likely to want to engage with customers via messaging platforms versus more traditional methods because it affords them the freedom to multitask.
• Increase profitability. When customer service is streamlined, operating expenses often shrink. Gartner predicts that by 2025, 40% of customer service will go from a major organizational expense to a significant profit driver as direct messaging streamlines sales pipelines.

WhatsApp is more than just a place to answer one-off customer questions. Consider these ideas for integrating WhatsApp into your social media, sales or customer service strategies.

• Optimize your profile:  Use your WhatsApp business profile to share important information about your brand and provide answers to common customer questions.
• Use digital catalogs : Create a digital catalog to help your customers discover your products or services.
• Support customers : You can significantly reduce your reliance on call centers by outsourcing simple customer requests and queries to a WhatsApp-powered chatbot or digital assistant.
• Share content via the Status feature : Use the Status feature to share content the same way you already do in your Facebook or Instagram Stories.
• Develop creative marketing campaigns : Engage customers with an out-of-the-box marketing campaign.
• Replicate core business processes : Identify key areas of your business that might be possible to replicate on WhatsApp.
• Level up with ad s: Use Facebook and Instagram ads that click to WhatsApp to initiate customer conversations that lead to sales.

Once you create your WhatsApp Business profile, you’ll find a suite of tools you can use to scale your 1:1 messaging strategy on the platform. Here are seven that can help you make the most out of your presence on WhatsApp:

1. Quick replies

Quick replies are a great way to take some of the work out of addressing those frequently asked questions, like “when are you open?” or “is this in stock?”.

To set one up, all you have to do is click Quick Replies under the Business Tools section of WhatsApp. From there, you can create up to 50 unique replies that you can access via keyboard shortcuts.

A word to the wise: Start with 5-10 Quick Replies and add more as needed. That will make your new shortcuts easier to remember and use when talking to customers.

2. Automatic away messages

Adding 1:1 messaging to your strategy doesn’t mean you need to be available 24/7. You can use away messages to set appropriate expectations with your customers and to give yourself a break as needed.

Away messages can be triggered by a few different scenarios, including:

• When a customer messages you outside of business hours
• During specific periods, like holidays or extended closures
• When receiving high volumes of inbound messages

When you set up an away message, be sure to clearly state when a customer can expect to hear back from you. Remove as much ambiguity from the situation as possible for an improved customer experience.

3. Contact and message Labels

You can use labels to organize inbound messages and contacts on WhatsApp, similarly to how you might use labels to organize your email inbox.

When it comes to creating a label strategy, it’s a choose your own adventure game. However, if you want to keep your social media response times low, we recommend that you create a label specifically for unresolved issues. This will help keep them top of mind as you work to find the answer to a customer’s question.

4. Catalogs and collections

Use your WhatsApp Business account to drive social commerce sales by creating an inventory catalog within the app. Aside from the product title, all additional fields—price, description, website link, product code—are optional, so you can make your listing unique to your sales process.

You can also use collections to sort your catalog for easier browsing. For example, you can create a holiday-specific collection or one that features products currently on sale.

5. Catalog links

Once you create a catalog, you can share items in your catalog in conversations with customers. All you have to do is find the item you’d like to share and click Send link via WhatsApp Business.

Use this tool if a customer is asking about a specific item or to provide alternatives for items that have sold out. You can also use it to send loyal customers updates on items that have gone on sale.

While you can drive customers directly to your site using WhatsApp Business’s catalog feature, you can also create a more seamless checkout experience by encouraging them to complete their purchase in-app using the cart tool.

All you have to do is enable the Add to Cart feature within your catalog and your customers can handle the rest from there.

7. Broadcast lists

If a customer adds your business to their address book on WhatsApp, you can add them to a broadcast list. These lists help you send the same message to multiple customers at once, saving you a lot of time and effort.

Use this tool sparingly and with SMS marketing best practices in mind. If you use it too often, you risk alienating customers who appreciate your business enough to consider it a personal contact.

If you’ve been looking into setting up a WhatsApp Business account, you’ve probably also come across information on the WhatsApp Business API (also known as WhatsApp Business Platform).

Think of this as the next evolution of a WhatsApp Business account, designed for medium and large businesses to manage conversational marketing at a wider scale. The WhatsApp Business API provides access to the tools listed above, along with advanced marketing and customer care features, including:

• Multi-agent access
• Profile verification
• Multimedia message templates
• Message variables for personalization
• Interactive messages

Of course, advanced tools come at an advanced price point. WhatsApp Business API also has a conversation-based pricing model whereas WhatsApp Business Accounts are free. Businesses using the WhatsApp Business API receive 1,000 free conversations per month, with monthly rates increasing depending on the number of user- and business-initiated messages sent within the billing period.

16 brands that demonstrate how to expertly use WhatsApp for business

Brands are using WhatsApp in a variety of ways that expand their customer-facing and internal capabilities. The following examples highlight use cases in customer service, financial services, marketing, human resources and pipeline growth.

1. Vodafone , a German telecommunications company, has embraced WhatsApp for customer messaging, reaching more than 200,000 customers via this channel each month. Their artificial intelligence (AI) chatbot, TOBi, recognizes more than 250 customer needs and will only pass requests over to employees if it encounters an issue it is not equipped to solve. More than half of these interactions result in a solution for the customer, removing the need for live customer service support in many cases.

2. Estée Lauder was the first major beauty brand to use WhatsApp to offer personalized skincare consultations for customers. Liv, an AI chatbot, was developed in 2020 at the height of the COVID-19 pandemic to replace over-the-counter consultations customers previously had in department stores. These digital conversations help customers understand how to use the company’s products and gather tips for maintaining an effective skincare regimen.

3. Nissan Saudi Arabia , looking to engage younger customers and reduce its reliance on call centers, began using WhatsApp to handle inquiries and nurture sales. In the Kingdom of Saudi Arabia, people under 30 years old make up nearly three-fourths of the population. To reach that market, Nissan developed an automated chatbot powered by WhatsApp that could answer simple customer questions without the need to transfer them to the call center. After the launch of the chatbot, leads increased 390% and inbound calls were reduced by 33%.

4. One of Spain’s leading insurance providers, Mutua Madrileña , offers personalized messaging for customers via WhatsApp on more than 1,000 topics. In the first six months of using this new channel for customer support, the company had received nearly half a million messages, making up 23% of digital customer inquiries. In late 2020, the brand became the first insurer in the country to allow customers to submit automobile accident claims via their WhatsApp virtual assistant, resulting in a process that is now 30% faster.

5. WhatsApp banking is also a thing. Many banks, primarily in Europe, the Middle East and Asia are using the app to make banking simpler and more convenient for customers. India’s ICICI Bank and Pakistan’s HBL Bank both use the app to answer customer questions and to conduct basic transactions.

6. Mukuru , one of the largest money transfer providers in Africa, realized more than $1 million in reduced SMS costs after implementing customer service via WhatsApp. It also improved the reliability and security of wire transfers for the financially excluded communities it serves across the continent. With WhatsApp available, consumers can reduce their dependence on mobile banking apps that traditionally use more unpredictable unstructured supplementary service data (USSD) protocols that don’t require an internet connection. Since the introduction of WhatsApp, the brand’s customer satisfaction has jumped from 65% to 80%.

7. Tikkie , a Dutch peer-to-peer payment app (similar to Venmo or Zelle), created their own set of 11 stickers for their WhatsApp users. The stickers allowed customers a fun way of communicating with each other to thank someone for paying or to remind them to do so.

8. Absolut Vodka , a Swedish spirits brand, used WhatsApp to publicize an in-person product launch event in Argentina. Customers were encouraged to message a chatbot doorman named Sven to try to convince “him” they deserved one of two available tickets. This campaign resulted in more than 1,000 messages from 600 individuals over three days.

9. Carrefour Group , a French-based big box store chain, uses WhatsApp to provide digital coupon catalogs to its client base. These offers were previously printed, but the company wanted to offset those costs and have better targeting capabilities based on customers’ locations and preferences. By inputting their zip code into a chatbot, customers can be directed to their nearest store and also receive tailored deals straight to their phone. According to Meta, 45% of users now engage with the digital catalog versus 10% who open the catalog via email.

10. The Brazilian arm of Hellmann’s , a mayonnaise brand, launched a campaign via WhatsApp to provide its users with on-demand cooking advice delivered by culinary professionals. The campaign, called WhatsCook, allowed customers to converse in real time with chefs to get detailed instruction, answers to their questions, or specific assistance for preparing their meals.

11. Adidas’ 100% Unfair Predator campaign, launched via WhatsApp, helped the brand engage with a core set of customers: footballers. Users were allowed to chat with Adidas to request a professional athlete join their local teams for a single game. For the lucky teams chosen, Adidas-sponsored players showed up in the company’s new Predator20 Mutator shoes.

12. BASF Group , a German chemical production company, uses WhatsApp to engage potential recruits. Anilina, a digital career assistant in the form of a chatbot, helps to answer candidates’ questions quickly and on the spot. For more involved conversations, candidates can reach out to representatives Monday through Friday via WhatsApp chat.

13. Logistics company Deutsche Post DHL Group allows candidates to apply to open positions directly from WhatsApp, eliminating the need to fill out lengthy and cumbersome online forms. The company deployed the chatbot to reach their target candidates where they are via a more user-centric application process.

14. French newspaper Le Monde used WhatsApp’s status feature to target customers in French-speaking African countries. The company posts content to its status, which is viewable for 24 hours (similar to an Instagram Story), three to four times a day. About 20% of the brand’s follower base typically consumes this content, and over time, Le Monde Afrique has grown its WhatsApp followers by 10,000.

15. Triya , a Brazilian beachwear brand, uses WhatsApp to converse with its customers and also to send order information like receipts and tracking information. After doubling down on their presence on the app, the company 5Xed their annual sales.

16. Centaline Property , one of Hong Kong’s largest real estate brokerages, uses WhatsApp to qualify leads more quickly and increase their sales pipeline. The company integrated the network with its property recommendation engine to allow leads to be funneled to the appropriate agent, along with each customer’s information and communication history. The use of key WhatsApp features like List Messages and Reply Buttons help Centaline Property personalize their outreach, resulting in a 27% increase in sales conversions.

How will you use WhatsApp for business ?

Conversational marketing is here to stay. The majority of customers expect it, and companies that strategically engage their audiences via channels like WhatsApp are better positioned to take advantage of the growth it makes possible.

If you’re looking for even more opportunities to use social messaging to build stronger customer relationships, this interview with Martha O’Byrne-O’Reilly , head of messaging developer partnerships at Meta, should give you some ideas.

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WhatsApp for Business: Everything You Need to Know

posted on March 4, 2020

The secret to making an impact with any marketing is to hit two simple criteria. 

• Go where your customers are
• Stand out from the competition

The question for today’s brands is how can you quickly and easily hit both of those criteria? 

The answer’s simple. Messaging apps, and in particular, WhatsApp’s Business App and API.  

Messaging apps see far higher engagement than traditional social media. And at the top of the pile is WhatsApp (which is showing no signs of slowing down ).

The added benefit of WhatsApp is that very few brands out there are using it for marketing yet. 

That’s not to say no one is. There are plenty of use cases and success stories of brands using WhatsApp. For example;

• Atlético Madrid used WhatsApp Business API to support their fans and answer their questions to great success. 35% of the questions they received through WhatsApp could be handled automatically outside of business hours. However, more impressive is 36% of traffic from customer conversations were redirected to a sales page.
• After implementing a WhatsApp strategy BMW managed to reduce callback requests by 60%. Their support approach through WhatsApp also achieved a 90% approval rate from their customers.  
• Vodafone Germany used WhatsApp to make its call center more efficient. After implementing the strategy they served over 350,000 customers throughout 5 months where they managed to achieve a 45% higher opt-in rate when compared to SMS.  

Despite the obvious effectiveness of the platform, there are still very few companies truly leveraging the platform (I should know, I had to conduct a lot of research just to find the above 3). 

But that’s a benefit for you . Because it means there is a lower level of competition for brands who get started with WhatsApp marketing today.  

And best of all, WhatsApp can be used across the entire customer journey. Whether you’re looking to attract new leads or engage past customers and bring them back into the loop. 

To help you decide if WhatsApp marketing is right for you, we’re gonna run through everything you need to know.  

A Brief Overview of the Tools WhatsApp Offers

Before we get into the nitty-gritty we’re gonna take a quick look at the tools available to brands – both large and small – with WhatsApp. 

Small Business WhatsApp Tools: WhatsApp Business App

The WhatsApp Business App is free for small businesses and comes with a couple of tools to help you better engage your customers.  

Business profile

You’ll be able to set up a business profile. It’s very similar to the business listings on Google and Google Maps in the information it provides .  

Quick replies

WhatsApp Quick replies are basically canned responses to the most often asked questions. They allow you to quickly send messages you find yourself typing out time and time again. 

Automated Messages

There’s limited functionality allowing for basic automated messages to be sent. This isn’t the full automation you might be used to, but it can tackle some of the more common and frequently needed tasks.  

Labels are a simple tagging solution helping keep your inbox a little more organized.  

Product Catalogs

Product catalogs allow you to offer a quick and easy way for users to see what it is you’re offering, along with prices and other relevant information. 

Limitations of the Small Business Suite

Whilst the tools provided to small businesses are useful, they’re not everything you might need. There are a number of limitations that will make it difficult for you to scale beyond the small business stage. 

A quick run-down of the issues include;

• You’re only permitted a single agent to handle your business account
• The quick reply automation is extremely limited in scope and ability
• The number of messages you’re able to send is also limited
• The small business app cannot be integrated with any other business tools, meaning it cannot be linked to anything like your CRM.

The above limitations aren’t exactly deal-breakers for small businesses operating almost as soloist. 

However, if anything in the above is a dealbreaker for you, you’ll want to look at WhatsApp for medium and large businesses. 

WhatsApp For Medium and Large Business Tools: WhatsApp business API

If you need a larger message send limit or to have your WhatsApp campaigns fully integrated with your other business tools this is what you’ll need.

WhatsApp’s business API gives you everything you need to turn WhatsApp into a conversion powerhouse of a channel… including;

• Team inbox – so you can have multiple agents assisting users with everything from support to product recommendations through chat
• Unlimited exchange of messages are free within a 24-hour window since the last interaction with the customer. 
• Use automated notifications to send payment, order, delivery updates etc outside of the 24-hour window
• The ability to scale with your business as there’s no limit on message sends
• Unlimited customer support message sends so you can check in with customers at any point in the future
• And the ability to sync with any of your existing marketing tools and services through the WhatsApp API

In short, WhatsApp business is for small, independent brands who are just starting to experiment with the possibility of conversational marketing. 

WhatsApp API is aimed at larger brands that need a more full-stack solution to everything conversational. 

What you need to figure out now is if you are eligible for a business account at all. 

The Eligibility and How to apply for WhatsApp Business and WhatsApp Business API

Let’s first begin with the kind of businesses that are outright out of luck when it comes to WhatsApp business. 

If you’ve spent any time with any of the large PPC services, this list will seem awfully familiar.  

• Real cash gaming (gambling)
• Adult content
• Alcohol/tobacco/drug-related products – including pharmaceuticals

In addition, WhatsApp policies also don’t allow the following categories of businesses to use the platform. 

• Independent software vendors
• Digital products or services
• Health care products/supplements
• And any other categories that aren’t in line with Facebook’s and WhatsApp’s policies .  

WhatsApp Business – Who Can Apply? 

For the small business service, all you need is the WhatsApp business app on your phone. 

A few steps of setting up your business and you’re good to go.  

It’s more complicated when it comes to the business API as it’s aimed at Enterprise brands.  

WhatsApp Business API – Who Can Apply

This is for larger businesses out there. 

There are no hard and fast rules for things like revenue, employee count, or offices for this. At least nothing explicitly stated. 

You have to apply to be given access to the Business API services though, and it’s unlikely those with independent or small businesses will be given access.  

You have two options when signing up for the Business API. 

• Do it yourself 
• Use an approved Whatsapp Business Service Provider like Jumper

We’d recommend running with the second option here for a number of reasons. 

Primarily that creating your own Business API account is a complex and confusing process that, if you don’t have the existing knowledge, can take weeks to get everything running smoothly. 

However, with a WhatsApp Business API service Provider, you could get up and running in just a few hours. 

I should clarify why this is the case (it’s not just us trying to convince you we’re the best solution for you). 

WhatsApp requires end-to-end encryption on all messages for privacy purposes. To maintain that encryption, users of the Business API need to host their own headless version of the app.

That hosted version needs to include its own SQL database, block storage, and an ever-changing API.  

It’s incredibly complex. And for most brands, the time and financial investment to establish and maintain this is simply too much. 

However, with a WhatsApp Business API Service provider like Jumper, you don’t have to manage any of that. 

You simply log in to the Service Provider’s dashboard and focus on your campaigns.  

WhatsApp Business Basics

Now let’s take a look at the absolute basics of WhatsApp Business. The kind of foundational knowledge you need to know. 

We’re gonna start off with the policies you need to be aware of.  

WhatsApp Business Policies

Let’s get into the details of what WhatsApp outlines in their policy rules. 

Create a quality experience

This seems like a weird one to include because you should be aiming to create a quality experience regardless of WhatsApp’s oversight. 

WhatsApp specifically are referring to the below though;

• Maintain at least one customer support channel at all times through your business account
• Do not mislead people, and only contact them on WhatsApp if they have specifically opted in to hear from you on that channel (i.e, don’t get an email opt-in and send WhatsApp messages)
• Offer support. Do not turn a support channel into one that sends promotional messages or advertisements
• You must respect all requests to stop sending messages
• You cannot create or support the playing of games within WhatsApp

Those are the general rules. However, there are also a number of WhatsApp API specific rules which I’ll outline below.  

WhatsApp Business API specific policy rules

In addition to the above, those utilizing the business API should also be aware of the following.

• Any WhatsApp messages must have been opted in to through a specific, relevant flow. For example, if you want to send a person a purchase receipt, they must have opted in to receive WhatsApp messages through the purchase flow for that product. Basically, you can’t send a purchase receipt if, earlier in the purchase journey, the user reached out for support on WhatsApp
• Be extremely clear on the opt-in and what you’ll send to your users. That means a clearly marked checkbox for “receive updates through WhatsApp” and a breakdown of what kind of messages you’ll send

Acceptable WhatsApp message types

• You’re only able to initiate chats if you’re sending a transactional notification. And any messages that are sent must make use of an approved WhatsApp Structured Message Template (more on that later). 
• Much like Facebook Messenger, you’re only able to respond to a user with any kind of message within 24 hours of their last message to you. Outside of that 24-hour window you must use WhatsApp approved Message Templates (like receipts or fulfillment updates etc)
• Automation during customer service is OK, however, there must be a clear prompt to redirect the user to a real customer service agent

Data protection

• It’s down to you to acquire and check the necessary permissions and consents to use the data you’ll need (in accordance with your local laws and regulations)
• You can only use the data collected in WhatsApp for WhatsApp message support functions. You cannot use it to inform other channel marketing
• No asking for full card numbers or payment details
• You must not request or send anything regarding health information of users
• You must not share the information or content of messages of one user with any other

Prohibited uses

In short, you cannot send messages for any of WhatsApp’s prohibited products or services. If you need a reminder, we listed them out a short space above this in this very article.  

If you break these rules, you could lose your current and future access to the WhatsApp platform for marketing purposes. 

What are the Limitations of WhatsApp Business?

I’m going to focus here on WhatsApp Business API because the basic WhatsApp Business account has already been covered. 

And the reason I want to focus on that enterprise-level offering is because it truly is built for enterprise-level use-cases. The database support, block store and API’s are built to handle large volumes of messages with burst protection.

However, the setup and maintenance costs of these necessary elements are comparatively high, making WhatsApp marketing currently affordable only to large businesses with decent channel budgets.

But given the opportunity, size, and engagement of WhatsApp users, the benefits far outweigh the costs. 

• WhatsApp is a huge channel with billions of users. 
• It comes with engagement rates that put email and other messaging channels to shame. 
• And it’s one of the most sought after brand engagement channels by consumers. 

Whatever your business and whatever stage your customer is at, WhatsApp has the potential to massively increase the engagement and effect of your marketing.  

And with a WhatsApp business Service provider like Jumper, you can minimize the effort required to launch and scale your operations whilst still enjoying all of the benefits.  

Additionally, as a BSP, Jumper makes sure it’s affordable for you with our competitive pricing.

Since each messaging app has a different interface, you’d need to be mindful of the limitations to design the optimal CX for each messaging channel.  For WhatsApp, there are a few other limitations you should be aware of. 

Lack of Cards

Facebook Messenger allows you to add product cards to chat, which basically shows a number of different products to users.  

That functionality has not yet made it to WhatsApp.  

Lack of Button for Payments

This also makes it more difficult to get the final conversion. Users are a little more apprehensive to click raw links in chat over a highly optimized payment card.  

It will apparently come later this year.

WhatsApp Ad Targeting

Ads that click to WhatsApp give your business a fast and convenient way to answers questions, drive transactions, and generate leads. 

When a person interacts with your ad on Facebook or Instagram, a conversation with your business will immediately open in WhatsApp​

Much like they do within click to Messenger ads.  

You’re able to create these ads through the ad objectives Traffic, Messages, Conversions, and Post Engagement.

If you’re already running Facebook ads, setting up Click to WhatsApp ads will be a relatively easy switch for you. 

After linking your WhatsApp account, you’ll be able to set up the ads your used to, but respond through WhatsApp. 

This gives brands the opportunity to leverage multiple campaigns through WhatsApp. 

You could use Message ads to engage with new customers, using an automated bot to find out what you can do to best help them. 

A Better customer experience

Thanks to its reach and engagement, WhatsApp is definitely the #1 messaging channel for connecting with customers.  

Unfortunately, the level of success WhatsApp can help brands attain is unquestioningly going to attract spammers and system abusers.  

The same happened with Messenger when it initially took off. The majority of marketers started using other bot-builders to send unsolicited, spammy messages to people.

Facebook has thankfully taken great efforts to combat this with a view to improving the customer experience.  And those same guiding principles have been reused on WhatsApp. 

Here’s what you need to know to ensure you stay compliant, and provide your customers with the kind of experience that brings them back time and time again. 

Utilize 1-to-1 conversations:

Responding to people who want to learn more about your products will increase your sales.  

It’s easy to simply run all of this through a bot as it’s scalable. 

However, you should – at the least – offer a direct escalation to a person option. That could be through chat, phone call, email, web support, or a form.

It can be difficult to implement something that allows each and every customer to request 1-to-1 assistance. So first start out with a small test audience.

This will help you understand the demand from your customers and figure out the best processes, preparation, training, and channels for this level of support. 

And be certain that all you’re offering is support when it’s requested. 

If you take the opportunity to promote your other products or services it could land you in hot water. It’s classed as a negative user experience and – if enough users report you for it – could lead to WhatsApp limiting your access to the Business API. 

The best practices for implementing these 1-to-1 support messages include the below;

• Endure your human agents can support answering detailed pre-sale questions (train their product knowledge)
• Start small. Both with the users you offer 1-to-1 support to, and the internal team who’s able to help. Refine the process before scaling up. 
• Integrate support with inventory management, and your CRM so they have the information they need to offer assistance at every stage of the purchase journey

When you’re following these best practices, you can add a little automation to help scale your operation beyond your live agent support.  Just be sure you’re following WhatsApp Policy Guidelines.  

2. Make full use of Message Templates 

You can only send Message Templates that have been approved by WhatsApp. By leveraging them to their fullest, you can ensure that the experience you’re providing to your customers is the best it possibly can be. 

Click here to go to the section that lists the various Message Templates available to you.

3. Be crystal clear with your opt-ins

Your opt-ins shouldn’t just include te basic information like “get updates on WhatsApp”. 

You need to let the user know what they’re going to receive, how they’re going to receive it, and to which number. 

The Facebook Developer site has a good image to show you how you should present this information. 

4. Stick to the 24-hour window

The free send 24-hour rule is one of the most effective ways WhatsApp are reducing the possibility of spam. 

And you need to stick to it. 

In short, you can send any information within 24 hours of the customer’s last engagement with your brand through WhatsApp. 

Beyond that 24 hour limit, you can only send messages using pre-approved templates (order updates etc), or you’ll have to make use of the paid notifications where you’ll be charged per message sent. 

WhatsApp Message Send Limits

This is how many users you can message within a 24-hour period . NOT the number of messages, but the number of users.  

These limits do not apply to anything you send within the 24-hour period.  

WhatsApp has three tiers for message send limits.  

• Tier 1 – You can send to 1,000 unique customers in a rolling 24 hour period
• Tier 2 – You can send to 10,000 unique customers in a rolling 24 hour period
• Tier 3 – You can send to 100,000 unique customers in a rolling 24 hour period

You’ll start at tier 1, and there are 2 pre-requisites for getting upgraded. 

The first is the number of messages sent. 

You need to double your total unique user sends within a week.  

That means if you’re in tier 1 (1000 unique sends), you need to send messages to 2000 users within 7 days.  

In addition, the quality of those messages cannot be classed as “low”. 

Which brings us to the next point.

Quality Rating

Each message sent is assigned a quality rating on how it was received in the preceding 24 hours.  

Messages with a higher quality rating are colored green, those in the mid-range are yellow, and those that are low are red.  

These ratings are linked to a phone number’s connectivity. 

Again, WhatsApp has 3-levels of connectivity.  

• Pending – when your business is first connected
• Connected – When the user is actively engaged
• Offline – The number is no longer reachable through WhatsApp

This is important because if a phone number shows a red quality score, it will be flagged. If it remains red for 7 days, it will automatically be moved to a status where you have a lower message limit for that number.  

You have 7 days to increase the status from red to yellow or green.  

Generally speaking, the quality score is determined by the number of people who mark your messages as spam. Which is why following the best practices for 1-to-1 communication we outlined above is so important.  

Message Templates

In the WhatsApp manager, you’re able to create Message templates . 

These templates have to be approved by WhatsApp before they can begin sending. 

The kind of templates you can create are generally focused on frequently sent messages like simple welcomes and fulfillment notifications. 

Once these are approved by WhatsApp, you’re able to use them in your messaging which will drastically reduce the time it takes for you to respond to frequent issues and questions. 

The reason these have to be approved is because a few brands abused the lack of oversight when Messenger was released and spammed users. 

As such, this is a good thing for your brand as it’ll ensure higher levels of engagement. 

However, getting approval of these templates can be tricky. 

A few of our clients have had their message templates denied by WhatsApp because they didn’t fall directly within one of the predetermined buckets WhatsApp established.  

After we managed the communication with WhatsApp, we’ve been able to get all of the previously denied templates approved.  

If you want to try this yourself, be sure you outline the validity of the template and ensure WhatsApp recognise the best use of the template and how it doesn’t break their terms of service.

Subscription Policy

We’ve already covered the general business and usage policies above. 

However, WhatsApp also has a policy relating specifically to digital subscriptions.  

In short, you’re not allowed to use WhatsApp to facilitate the sale of any digital product. That includes those that require a frequent subscription . 

Here’s how WhatsApp words it.  

This really cuts out a large market of information brands. It seems Facebook wants to keep WhatsApp as a support channel, only allowing physical product retailers to use it for sales. 

What are the possibilities with WhatsApp?

OK, so we’ve been over everything you need to know when it comes to the rules and regulations of WhatsApp. 

Now, we’re gonna switch gears and take a look at the best use cases and strategic hints so you can get the most out of any future campaigns. 

We’ll start with the kind of message types you can send with WhatsApp, including one or two real-life use cases as examples. 

WhatsApp Business Messaging

More commonly referred to as live chat.  

This is what you’re going to be leveraging to support your customers with complex issues. 

A lot of marketers seem to think live chat is only good for answering questions or putting out fires. But with the right approach, it can be so much more. 

In addition to supporting customers, you should take the time to figure out how you can guide their shopping experience. How you can use the dialogue to figure out what they need before recommending the right product for them. 

• General support to answer client questions and remove any last-minute hesitation
• Guided shopping experiences to find out what the user needs and recommend the perfect product for them
• Generate leads by qualifying prospects through a series of natural questions and build sales pipeline. 

WhatsApp Business Automated Notifications

These automated notifications are based on the templates that WhatsApp provides. 

They’re intended to help keep your customers updated and informed of key developments in their experience with your brand. 

As such, they’re kind of limited in their scope and you’re not able to customize them too much, however, they are extremely useful to keep customers apprised of updates. 

We’re talking about things like sending receipts, updating on delivery, and other similar messages related to account management and post purchase updates. 

• Sending users delivery updates for their product
• Billing updates can be sent if your company is soon to charge a customer
• Notifications and reminders about upcoming appointments and reservations

WhatsApp Buttons

The WhatsApp team is continually looking at ways to make the customer experience more streamlined and intuitive.

To this end, they’ve recently added a feature we’ve seen implemented to great effect on Messenger  

Quick reply buttons. 

These buttons will allow users to “type” simple responses with a single finger tap. 

The buttons are going to be added to the features in the media message templates.  

And they’ll allow two basic functions to begin.  

Call-To-Action Buttons

WhatsApp’s CTA buttons will allow you to facilitate a simple action with the click of your button. 

At the time of writing, these buttons will allow you to;

• Redirect the user to a specific page on your site
• Include a phone number which is then called upon clicking the button

You’ll be able to customize the text within the button and the number/page it redirects to. However, it has to abide by one of the two use cases.  

Quick Reply Buttons

WhatsApp are also implementing quick reply buttons.  

You’re allowed to add three of these buttons to your messages with the intent of increasing the quality and speed of conversations. 

You can use these replies to keep the conversation moving and move customers who are interested in your products one step closer to purchasing from you. 

You’ll be able to add these buttons to any and all of your WhatsApp Message Templates as long as they abide by the relevant rules and regulations.  For more information, check out WhatsApp’s Interactive Message Templates guide. 

WhatsApp Business Advertising

You can create Click to Whatsapp Ads through your Facebook  Ads Manager to grow your WhatsApp following.

You can use this through the regular Facebook Ad dashboard , and with the campaign goals of traffic, messages, conversions, or post engagement. 

You must also be the admin for the Facebook Business account and already have WhatsApp Business linked to your Facebook. 

All you do then, is choose WhatsApp as the ad destination.  

• Any top of funnel actions where you need an influx of customers. 

WhatsApp Business CRM

One of the primary issues a lot of brands experience when using Facebook Messenger or WhatsApp as their primary form of customer communication is the lack of CRM functionality. 

Sure, you’re able to quickly respond to and engage with customers. But without a detailed CRM you lack the ability to re-engage best customers or see what someone’s purchase history is. 

That’s something we’ve implemented into the Jumper dashboard.  

With Jumper, you get a full CRM that details the user’s full history with your company. Not just through a single channel, but across any of the conversational channels you might now be using.   

• Getting action to customer interaction history to identify your best segments
• Adding custom fields and tags for better segmentation

Whatsapp Guided Shopping

Commerce has been constantly evolving to keep up to speed with modern consumers’ needs. 

Websites and marketplaces allowed customers to shop a huge range of products, even from the comfort of their own couch. 

Messaging apps like Whatsapp, Line, Messenger, are simply the next iteration. They’re giving consumers the power shop on their terms, ask questions, get actual product demos and build trust in a brand before they make a purchase – and all through a continuous chat. . 

A perfect example of this is UK based Threads. A Luxury fashion brand that sells without a website or storefront – entirely through Instagram posts and personalized advise on WhatsApp. 

The reason this is possible is thanks to the immediate responses and personal attention one gets on a Messaging app. That allows the customer assistants to guide users to their perfect product by asking open-ended, but directed, questions.  

Which in turn allows you to offer a more authentic, direct, and personal experience. 

The WhatsApp Business API allows multiple team members to help customers using both custom-written and pre-created automation as responses. 

That means the goal of operating your entire sales funnel from a Messaging app is completely realistic for any brand across multiple industries.  

This guided shopping approach could be used in numerous ways. The below are just a few examples.

• Fashion and luxury brands can  help customers find their perfect product – as shown by Threads
• Insurance companies could use it to give correct information about policies, products and claims
• Dealerships could use it for both lead generation and customer information before recommending certain products

The potential here is endless. The guided shopping approach could be used in pretty much any business where people need your advice.

From here we’re gonna switch gears again. Instead of focusing on the high-level considerations, we’re gonna get into the details on how to set things up with WhatsApp business Messaging. 

WhatsApp structured Message Templates

If you’ve successfully applied for WhatsApp business API and linked your phone number, you’re able to create your own WhatsApp message templates. 

These templates are what you can use to quickly respond to customers through automated responses. 

There are 2 kinds of message templates that you can create and then send to your customers. 

• Session Messages
• Highly Structured Messages (commonly and hereafter referred to as HSM).

What are WhatsApp Session Messages

WhatsApp’s Session Messages are best thought of as answers to FAQs. 

They’re called session messages because they can only be sent within the 24-hour customer support session window.  

The intent with session messages is not to promote your product or make the sale, but to respond – quickly – to a customer query. 

However, there’s something quite fun about session messages.  Because they’re sent in that 24-hour customer service window, you can include whatever you want. 

There are no specific format or content rules on these messages.  That means text, images gifs, videos, or even WhatsApp vocal recordings are permitted. 

However, you have to be aware of that 24-hour window. Once that’s passed, you have to shut this down and move to the paid message templates. 

What Are WhatsApp Highly Structured Messages (HSM)?

HSMs are how WhatsApp is monetizing their API messaging service. 

The secret to these messages is in the name. They’re highly structured and somewhat rigid in their customization and use. However, as templates, you’re able to use them time and time again. 

The downside is you can’t just put whatever you want into the HSMs. 

Whatever customizations you make have to be approved by WhatsApp before any can be sent. In addition, you can only send them to users who have opted in to hear from you. 

You are able to send these messages out in huge numbers though.

How to Create WhatsApp Highly Structured Message Templates

To create your own HSM, you need to ensure that you follow the below rules.  

• Content rules – All message templates must align with WhatsApp’s policies. That means no promotional messages and there should be a focus on value. WhatsApp will only approve the following message types – account, order, or product updates or  resolution notifications.
• Formatting – The format of your HSM needs to abide by the below two areas. 

Template names – Your WhatsApp HSM template name can only include lowercase alphanumeric character and underscores. WhatsApp recommends using simple, descriptive names like “ messagetype_123 ”.

Template content – the content of your template needs to follow strict guidelines – to the letter.  

• It must be text-based containing only letters, digits, special characters, emojis, and WhatsApp Formatting.  
• Must be limited to 1024 characters.
• Must not include new lines, tabs, or more than 4 consecutive spaces. 
• Variables – such as numbers that might change with order numbers etc – must be represented with {{#}}, and must begin counting at {{1}}

Template Translations

One of the benefits of using WhatsApp is the ability to translate your message templates. 

However, WhatsApp will not translate them for you. You have to translate your message templates yourself. 

These translations must follow the same rules as the initial message in your native tongue. 

The WhatsApp Customer Journey

Before we break down the actual journey and how WhatsApp can help at each stage, there are a few considerations you need to understand before taking any action.

• Don’t rely entirely on automation . Yes, bots are great at creating instant responses, but you have to know when your users want to speak to a real person. When they request it, give it to them (taking into consideration working hours and availability etc). And ensure that the handover from bot to human is as seamless as possible.
• This is a great opportunity to strengthen your branding . Messaging gives you a real opportunity to express who you are as a brand. Think a little out of the box and consider what you can do in a dialogue with your users to create a real lasting impression. 
• Context is important, don’t ignore it. Too many brands silo their bots as a standalone channel. You must integrate your chat with other business functions to understand who the customer is and how you can help them. Otherwise you’re doomed to repeat questions, waste time, and frustrate customers.  
• Use automation to pre-empt customer frustrations . There are a number of questions customers will always have, even if they don’t ask. Things like “will my order arrive today?”, “how should I use it for X?”. Pre-empt these frustrations with timely automated messages to help users get through the pain points they might experience. 
• Build multi-language bots to localize your customer experiences. Not everyone wants to engage in English. Localize the language where you can for better engagement and conversion rates.
• Get consent for messaging . It seems obvious, but you’d be surprised at how few brands are explicit in what they intend to do and how they intend to communicate with their customers. Be clear, and ensure the customer knows what they’re in for.    

With all of that being said, let’s move on to the different stages of the customer journey and how you can help the customers at each stage.  

The Discovery Phase

The discovery phase is the initial Period when a user isn’t yet aware of your brand. 

They might be aware of the problem, but aren’t yet sure of the solution. Your job is to get your product in front of them and use your bot to outline how your offering is the solution to the problem they face. 

There’s a few ways you can do this.  

Click to WhatsApp Ads

We mentioned this very briefly earlier on. 

Click to WhatsApp ads are great because they make use of the detailed targeting available in Facebook. To set them up, follow the below steps.  

Set up a new ad and choose one of the following objectives. 

Follow the regular steps, however, when you get to where you want to drive your traffic, make sure you select WhatsApp.  

If you’ve linked your WhatsApp account correctly, the rest should be business as usual.  

Now, whenever anyone engages with the add they’ll receive a message from your brand direct to their WhatsApp account.  

These ads are a great way to fill the top of your funnel and get users to engage with your brand. 

Just make sure you follow the best practices for creating ads that speak to your customers and highlight how you can help solve the problem they’re experiencing. 

One thing you should note is how the monetization for WhatsApp is going to change in the future. 

There was a time when we thought ads were going to be served within WhatsApp itself. However, recent changes give the appearance that this is no longer the case , meaning these click to WhatsApp ads are going to be the only way the platform is monetized. 

That is, if the plan doesn’t change again. 

Embed a WhatsApp Chat Widget on Your Site

Monetising the free traffic you receive from search engines is the goal for many brands.  

Thing is, the conversion rates for organic traffic are low. 

But they don’t have to be. 

A chat widget embedded on your website can offer an extra layer of support. Support where you can help users discover the right product for the problem they’re experiencing. 

With a tool like Jumper, you can integrate the chat widget with WhatsApp, collecting the necessary permissions to follow up with the user within that initial 24 hour period.  

It’s not a perfect, direct route as it depends on waiting on traffic to reach out to you. 

However, with the right prompt you could see a lot of people getting in touch. With you, allowing you to move them from browser to customer.  

The Consideration Phase

At this stage your job is to help the user compare products so they can make the right decision on which is right for them. 

One of the best ways to do this would be through a mix of live chat and automated chatbots.  

The chatbots can handle many of the frequent questions, and even basic answers for the early stages of guided shopping. 

However, at some point it’s going to become too complex for the bots and a real support agent will have to jump in. 

Perhaps to explain product details and usage in more detail, maybe to serve an in-chat checkout, or perhaps to deal with more complex questions (like how does your product Y compare to their product X?). 

You need to be able to hand conversations off both ways. From agent to bot, and bot to agent. That’s the only way you can offer the right level of service at this stage of the customer journey. 

Here’s how we manage to handle this at Jumper.  

The Purchase Phase 

This is where all of your hard work pays off. 

However, there’s often a problem brands experience here, and that’s the lack of continuity.  

Brands spend so long talking to customers through chat and then simply redirect them to a separate, normal, static landing page. 

The conversion rates of which are low because you’re forcing the user to change their behavior to fit your needs. 

You need a service that can serve an in-chat checkout. One that allows the user to confirm and pay within the chat they’re currently engaged in. 

This not only has a higher chance of working, but it’s also just offering better service. 

No matter how much effort you put into helping your users, convenience will always be their top priority.

Adding an in-chat checkout is the best way to offer the convenience they want and need.  

The Re-engagement Phase

The easiest way to increase revenue is to look not for new customers, but instead focus on those who have already purchased from you. 

There’s a few ways to do this. 

The first is through automated follow-ups. 

Automated follow-ups are only permitted on WhatsApp within the initial 24 hour period unless they’re offering some form of notification (like a delivery update). 

So, on one level you should be following up with those who engaged with your brand but didn’t purchase. 

We’re talking basic cart abandonment sequences here. You’re able to send a few reminders in that 24-hour period after they last engaged. 

In addition, you’ll also be able to leverage paid broadcasts. 

Paid broadcasts allow you to reach out to all of those on your WhatsApp list with whom you have a good sender reputation. 

You can use this message type to re-engage those who have opted in for specific lists and messages from you. 

However, make sure that the message you’re sending is one that will generate some form of return. A couple of potential messages could be;

• Notification of out-of-stock items now being available
• Notifications about order status
• Notification to get post-purchase review

There are plenty of other options out there, you just need to make sure it’s worth you paying for.  

WhatsApp Marketing Use Cases and Examples

To help a little tangible example to this piece, we’ve pulled three of the best WhatsApp marketing examples and explained them below. 

We’re also working on a much more comprehensive piece that will break down exactly who’s doing what with this incredibly effective marketing channel.  

Discovery Phase WhatsApp Marketing – EF International Language Campuses

EF has over 600 schools in more than 110 countries. Their primary offering is language training and cultural exchange programmes aimed at both students and professionals.  

They wanted to start more conversations with their potential customers, and so decided to implement a WhatsApp engagement campaign on their website.  

They added WhatsApp as a contact channel on their web pages which led to a huge increase in opened conversations and the conversion rate of conversations to customers.  

The response rate for the WhatsApp campaigns was 2X higher than other methods they’d been using. 

The conversion rate was 3X higher than their next best conversion channel, phone calls.  

And the cost was a full 30% lower than using phone calls to qualify and sell to prospective customers.  

Huge gains from the simple addition of a new contact channel. 

WhatsApp is a great way for you to connect with your customers. As evidenced here, it can be an easy way to help your customers discover and connect with you in those early stages.

And from there, you can better explain why your products are the right fit for them. 

Consideration stage with WhatsApp Business API – OTTO

OTTO is a major European ecommerce brand.

They needed a better way to handle customer support to help guide their customers to the best product for them. 

This is a key stage in the purchase journey. If you can offer a great level of service when the customer is considering your brand, you all but confirm the purchase. Something OTTO managed to do very well.  

In the past, OTTO’s customer success team was somewhat overwhelmed. They were using email and direct phone calls to handle repetitive requests like delivery status or answering questions about the user’s account.  

OTTO trained their service teams to handle responses via WhatsApp. 

By cutting out the long response times of email and the difficulty of scale associated with phone calls, OTTO achieved some impressive results.  

• The seamless handling of 40,000 request per month
• A 15% decrease in average handler time meaning customer queries were answered much faster
• The time to resolution for each customer was an average of 4 messages

When a customer reaches out with a query or for some assistance with their account, getting them a personalised response quickly is key to making your brand stand out. 

OTTO have proven that a simple addition of WhatsApp can help you hit everything a customer needs from you. 

Purchase/Conversion Phase – Pollo Campero

This is what we’re all after. After highlighting your brand as the one that can solve the user’s problem, it’s time to make the sale.

WhatsApp is the perfect channel for taking users over that last step, as demonstrated by Pollo Campero.

They used WhatsApp to engage with users and lead them to a purchase through a 1-1 conversation.

By engaging through WhatsApp they were able to reduce the processing time for orders by 75%.

Asking leading, but pointed questions helped the user find the perfect dish for them, leading to an overall 16% increase in orders placed.

Re-engage with WhatsApp Business API – PlayKids 

Churn is one of the biggest revenue killers for modern brands.  

And it’s also inevitable. However, a lapsed customer is not lost revenue. There are plenty of methods to bring them back into the fold. Something PlayKids attempted with WhatsApp marketing. 

PlayKids products help improve child development through literature and games.  

To improve the relationships with new and existing customers, PlayKids implemented a WhatsApp strategy. The strategy was to help them more efficiently deliver ongoing order updates, news, and updates of new products in-store.  

After a while they also experimented in new ways such as sending bedtime stories through WhatsApp for parents to read to their children.  

These messages had a profound effect on their marketing, specifically related to re-engaging lapsed customers.  

• A 90% decrease in the number of lapsed customers
• 40% increase in message open rate when compared to email
• 66% decrease in time to re-engaging lapsed customers compared to email and telephone

PlayKids are a great example of how a novel approach can have dramatic effects on your brand’s key metrics. 

Get Started With WhatsApp Business API Today

WhatsApp is going to be one of the biggest breakout and most impactful channels for marketing, sales and support beyond 2020. 

The brands that stand to make the most are those already running experiments through the channel. 

It can be complicated to get up and running. However, with the right partner, that process can be made much easier.  

If you’re considering setting up a WhatsApp Business API for your brand, get in touch with our partner team of experts today.

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5 inspiring WhatsApp Business case studies

WhatsApp Business has become a communication channel you can’t miss out on. Why? The answer is easy: it’s where your customers are and where they want you to be.

Many businesses are already successfully using WhatsApp Business. They have shown mindblowing results in sales, customer experience, and customer service. I’ve collected 5 WhatsApp Business API case studies that show you the possibilities of using WhatsApp as a Business.

Get ready to dive into the world of WhatsApp Business. 

Online Fashion Retailer Modanisa

Uses whatsapp business to offer quick, digitized service and increase their sales..

As an online fashion retailer, Modanisa experienced the increasing demands of its customers. That’s why they started looking for a way to give their customers a smoother customer experience and reduce their customer service response time. They found their solution in WhatsApp Business.

Using WhatsApp chatbots as a solution

First, Modanisa started building ‘Nisa’, a customer service chatbot powered by WhatsApp. The chatbot answers frequently asked questions and more personal questions by using dynamic content, all in five languages. By tracking the phone number back to the customer’s order, the chatbot can resolve questions about orders, returns, deliveries, and many other topics.

After building this customer service chatbot, Modanisa started building a second chatbot. This chatbot is more focused on e-commerce and helps customers during the entire customer journey: from browsing through the Modanisa catalog to buying a product.

Modanisa’s success in numbers

This WhatsApp Business Case Study of Modanisa is a perfect example of how WhatsApp can help you improve your customer service and increase your sales. Here are some numbers to invigorate this: 

• 70% of customer inquiries are now completely resolved by the chatbot
• 56% of customer contact takes place on WhatsApp
• 55% of customers placed their first ever-order through WhatsApp
• 36% cost savings in operating call centers

📚 Related: How to build a chatbot for WhatsApp

Beauty Brand Paragon Technology and Innovation (PTI)

Uses WhatsApp Business to realize personal one-on-one conversations between customers and skin-care experts. 

In this WhatsApp Business Case Study, we shine a light on the Beauty Brand Paragon Technology and Innovation. The brand was looking for a way to give better online beauty consultancy and help customers buy relevant products. They started using WhatsApp Business to reach these goals. 

Creating an in-store experience via WhatsApp Business

PTI integrated WhatsApp Business into their website and social media channels by adding a ‘click to WhatsApp’ link. They also included their WhatsApp information on product packing. From here on, customers could click the link or send a WhatsApp message to start their personal shopping experience. 

This experience starts with a virtual assistant that gathers customer information and routes the customer to the skin expert that matches their needs. Once the personal conversation starts, the skin expert gives advice to the customer, showcases the right products, and tries to close sales directly. 

PTI’s success in numbers

Using Whatsapp Business increases PTI’s market reach, and boosts customer satisfaction and sales. The numbers speak for themselves:

• 600% increase in interactions in one year through WhatsApp
• 98.9% customer satisfaction rating, with 100% resolution within 48 hours. 
• 10 times more inquiries are handled through WhatsApp. 
• Increased sales conversations with WhatsApp. 

DIY store Hubo

Uses whatsapp to give diy advice and receive orders. .

Hubo started using WhatsApp when COVID-19 hit the Netherlands. At this time, many people decided to give their homes a makeover. And for their projects to be a success, they needed tools, materials, and of advice from professionals. Hubo then started offering their advice remotely and chose WhatsApp Business to help them do the job.

More than 180 Hubo stores, one WhatsApp number

When a customer wants to get in touch with Hubo, they can start a WhatsApp conversation on their website. After sharing their name, the customer can select the location they would like to get in touch with. By using a location finder, the conversation automatically forwards to one of the 180 Hubo locations. From that point on, the customer can chat with their local Hubo store. They can ask for advice by sharing pictures of certain situations or they can place an order they would like to pick up later. 

Would you like to use one WhatsApp number for multiple store or office locations too? Hubo uses Trengo to make this possible. In Trengo, they can not only collaborate on WhatsApp Business but also include other channels such as Facebook Messenger, Instagram, and email. 

Hubo’s success in numbers

For Hubo, WhatsApp turned into their number one communication channel, and for some store locations even the big revenue maker. 

• Some Hubo stores currently get 60% of their revenue via WhatsApp. 
• Hubo receives about 700 WhatsApp messages a day via Trengo. 

📚 Related: WhatsApp e-commerce: a complete guide

Uses WhatsApp Business to create a personalized customer journey for each customer. 

How do you sell a perfume that the customer hasn’t smelled before? That’s a tough question to answer. You have to start thinking about other ways to let customers experience your products. That’s when Parfumado came up with the idea to create a personalized customer journey via WhatsApp. One in which they interact with customers using quizzes and offer exceptional customer service. 

Personal customer contact in the most efficient way

For Parfumado, WhatsApp has now become a very important communication channel. They can make personal contact with the customer and take that opportunity to link relevant marketing actions to conversations. For example, they invite customers to contact them via WhatsApp through a QR code. When the conversation opens the customer is asked for a screenshot of their perfume calendar. After sending the screenshot, they receive an automatic link with a form to fill out. When they’ve filled in the form, they will receive special perks. These sorts of interactions will make them customers with a longer lifetime value.

Trengo helps Parfumado set up a personal customer journey via WhatsApp. Besides that, Parfumado also uses Trengo to collaborate more efficiently, create an overview of incoming conversations from different channels and automate communication.

Digify Africa

Uses Whatsapp Business to educate African youth on the digital skills they need for career success.

Young people in Africa confront one of the world’s highest unemployment rates. Digify Africa wants this to change. That’s why they wanted to provide learning programs that educate youth on digital marketing and entrepreneurship and offer them freelance training. But there was one challenge: how do you offer online learning when there’s limited access to computers and laptops? As WhatsApp is one of the most popular communication channels in Africa, they decided to use the WhatsApp Business API and build two distinct chatbots for their learning programs. 

Using WhatsApp as a unique learning environment

Learners can start their learning on WhatsApp by either scanning the QR code on social media, clicking on Facebook or Instagram ads or sending a message directly through WhatsApp. In a central menu, learners can then start with a course module or pick a course of their choice. After completing a course, their knowledge will be tested via a quiz, and they can track their progress on a leaderboard. When a learner finishes all the modules, they earn a certificate that will help them find work in the future.

Digify Africa’s success in numbers

It's great to see that WhatsApp can play such an important role in educating people and lowering the unemployment rates in Africa. Here are some amazing results:

• In less than one year, 136,000 people completed training through either one of the chatbots (compared to 120,000 people in their 11 years of operations). 
• The learning program counts almost 40,000 active learners each week. 
• 50% of learners who start a course also complete it

Write your own success story with WhatsApp Business

These five WhatsApp Business API success stories are just examples of how WhatsApp Business can help you achieve your goals and grow your business. Hopefully, they inspired you to start writing your own success story. 

Don’t worry, you don’t have to do it alone. At Trengo, we would love to help you get started with WhatsApp Business and enjoy all the extra benefits our omnichannel communication platform offers.

In Trengo, you can work together on Whatsapp messages with your team, use innovative tools to automate your communication, and connect many more messaging channels besides WhatsApp Business. What are you waiting for? Let’s get started with WhatsApp Business together.

Start your 14-day free trial at Trengo here

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Educating Your Team on Using WhatsApp as a Marketing Channel

September 1, 2023

If you’re reading this post, chances are you understand the marketing power of WhatsApp.

Our platform has a wide reach with 2 billion users, 1 and we estimate more than 1 billion users connect with a business account across our messaging services every week. 2 And in Kantar’s research, 66% of respondents said they’re more likely to buy from a brand they can connect with over messaging. 3

Despite these benefits, getting your marketing team to adopt business messaging might not be a walk in the park. You’ll need to obtain legal and budget approvals like you would with any new software. You’ll also need buy-in from marketing team members, who might be concerned about learning a new platform.

Rest assured, the WhatsApp adoption process can be smooth and straightforward. Read on to learn how to build your first business messaging campaign, so you and your team can feel confident investing in WhatsApp.

Set up a WhatsApp Business Platform account

Before creating a messaging campaign, your team will need a Meta Business Account and a WhatsApp Business Platform account.

The sign-up process for creating a Business Account in Meta Business Manager only takes a few minutes. Just click “Create an Account” on the Meta Business homepage, select your business’ Facebook page, submit information about your company, and complete a few onboarding steps.

From there, you’re ready to create a WhatsApp Business Platform account .

• Open Facebook Business Manager.
• Under Business Settings, select WhatsApp Accounts.
• Click “Add”-> “Create a WhatsApp account.”
• Fill in necessary account details — account name, messaging purpose (indicating whether the account is for your business or a client), time zone, currency, payment method (optional), and purchase order number (optional)
• Add people to the account, and set their permission levels.
• Click “Assign.”

Once you finish these steps, you can manage your WhatsApp Business Platform account from Facebook Business Manager. Use Manager to create Message Templates for campaigns and check basic conversation analytics, like the number of sent and received messages.

Integrate WhatsApp with other communication platforms

Facebook Business Manager offers basic features for setting up WhatsApp messaging campaigns. But offering the best customer experience often means you’ll need to integrate WhatsApp with your tech stack. Popular tools to connect to WhatsApp include:

• Customer relationship management (CRM) platforms
• Customer success management (CSM) software
• Point-of-sale (POS) system
• Chatbot/conversational AI platforms

The Indian ecommerce company Tata CLiQ integrated its WhatsApp Business account with the chatbot-building service Gupshup. Thanks to this integration, Tata can automatically send custom messages based on shoppers’ history and product changes — like abandoned carts, price drops, browsing activity, and wish-listed items.

Tata saw significant campaign engagement and conversion improvements with these customized WhatsApp messages. The brand found that its WhatsApp messages had a 57% clickthrough rate , and people were 1.7 times more likely to make a purchase on the messaging platform than on other channels. Their Diwali and Black Friday WhatsApp campaigns even generated $500,000 in revenue — a ROI that’s 10 times higher than their other channels.

The steps for connecting WhatsApp with a Business Solution Provider vary depending on the tool, but the process is typically easy. You’ll need to share basic information about your business with the tool and verify your WhatsApp account. Contact your Provider’s support team to learn how you can set up the integration.

Identify marketing campaign goals and audience

Your WhatsApp Business Platform account and integrations are all set up. Now you’re ready for the fun part — brainstorming your first WhatsApp marketing campaign.

Just like marketing on other channels, your first step is determining the campaign’s goals and audiences. This information helps you decide the best entry points (more on these in the next section) and content for your WhatsApp campaign.

In terms of campaign goals, WhatsApp’s wide reach makes it perfect for generating leads. It’s also a powerful channel for nurturing prospects at the consideration stage. One-on-one chats with shoppers go a long way toward building their trust in your products and brand.

The Bolivian home goods store Multicenter uses WhatsApp for this purpose. The brand’s “Open House” campaigns for major holidays, like Black Friday and Oktoberfest, encourage shoppers to start a chat with an agent about their products.

“Through WhatsApp, we can provide personal attention that gives customers the confidence to move forward with big-ticket purchases at a broader scale,” said Multicenter’s Customer Service Operations Coordinator, Wilson Salomón Rojas Jimenez.

As you set your WhatsApp campaign goals and audience, consider checking out our resource, “Elevating Each Stage of the Funnel with Business Messaging.” It breaks down how brands can use business messaging campaigns to engage shoppers all across the customer journey.

Establish your entry points

With a goal and audience established, it’s time to consider the campaign’s entry point — the online and offline portals that lead shoppers to a WhatsApp chat with your brand. These points could be anything from your site’s “Chat with us!” button to a QR code on product packaging.

This step is so important because potential customers may not realize your company is on WhatsApp. An entry point makes it clear that they can chat with your brand. And chances are, many shoppers will be open to starting a conversation because they’re already comfortable using WhatsApp.

There are no “good” or “bad” entry points — you just have to consider which ones make the most sense for your audiences and campaign goals. A product label QR code that leads to WhatsApp will work for engaging existing customers but it likely won’t help bring in new leads.

Consider these entry point examples for your own WhatsApp campaign.

• Social media posts that lead to WhatsApp: A beauty company, for example, might create a Facebook post that encourages followers to ask the business’ experts their makeup and skincare questions and includes a link to WhatsApp.
• Ads that click to WhatsApp: These promotions appear on Instagram and Facebook and direct shoppers to WhatsApp conversations with your brand. Set up targeting for these ads to reach potential customers who match your ideal buyer profile. Learn more about engaging and nurturing leads with these promotions in this resource .
• Exit intent popups: Set these notifications up to increase WhatsApp sign-ups from people who are about to leave your website. The clothing company SNOCKS created an exit-intent popup that offered site visitors a discount if they opted in to WhatsApp communication. The brand grew its subscriber base to 100,000 people and generated over €1m in revenue from WhatsApp in less than a year.
• QR codes on brand materials: If you have a physical store, consider directing leads and customers to WhatsApp through QR codes at your business location. The Mexican supermarket franchise Merco used store signs and receipts to show QR codes that led to WhatsApp chats with the brand. With this entry point, the brand has increased its marketing database by 70% through WhatsApp.
• Website pages: Create a page with your WhatsApp number or a link to a chat so new leads and existing customers visiting your site can easily reach out. The Indonesian online grocery company Segari has a Help web page that lists the business’ WhatsApp number. 4 Segari’s engagement rate on WhatsApp is over 50%, so it’s a key channel for staying connected to customers.

Pick the best way to start a chat with potential customers by learning more about WhatsApp entry points in this resource .

Design your campaign message

Getting shoppers to start a WhatsApp chat with your brand is just half the battle. You’ll also need to set up a conversation flow for the campaign, so potential customers can start chatting with your brand right after your entry point.

Your campaign conversation starts with the initial greeting— the first message that shoppers see after the entry point. Set this message up to automatically appear, and then an agent or bot can pick up the conversation once the customer responds.

Say you’re running an ad that clicks to WhatsApp about a sofa for a home goods brand. The greeting might be, “Looks like you’re interested in our leather sectional. Do you have any questions about this product?”

After the greeting, your agent or chatbot will respond to customers’ messages. Your brand can send replies without asking for an opt-in during a set time period (the window varies depending on the entry point). Agents can create these responses live or leverage message templates for consistency.You can also define pre-set responses for your chatbot.

Once the conversation window passes, you’ll only be able to chat with these shoppers if they click on an entry point again or if they opt in to WhatsApp messages. In this initial conversation window, your agent can ask shoppers for their opt-in or you can set up a chatbot to make the request . A typical opt-in message is, “Would you like to receive messages from [insert brand name]? Tap “Yes” to sign up.”

For shoppers who opt in, chat with them at scale by creating message templates for marketing, utility, and authentication conversations. 5 You can make templates in Meta Business Manager or in a third-party communication tool, like a chatbot platform.

Throughout your conversation design, remember to get creative with your WhatsApp campaign messages. You can engage shoppers with a wide variety of content in your messages beyond text — like videos, images, stickers, documents, and buttons. Check out this resource for more ideas on creating media-rich messages.

And if you’re using a chatbot, consider creating your conversations with a platform like Landbot. It makes the design process simple with a drag-and-drop interface, so there’s no need for coding. You can even submit message templates for WhatsApp’s approval from the Landbot app. 6

Check your campaign’s performance

Once you start sending marketing messages, track your WhatsApp campaign performance to determine what’s working and where you can improve.

Track metrics that are tied to your campaign’s goals. For example, you might measure the number of users reached for a lead generation message. Along with gauging your objective, monitor your WhatsApp campaign costs and revenue to show your campaign’s value.

Marketing teams often track these metrics to gauge their WhatsApp campaign goals and returns:

• People reached
• Qualified leads
• Cost per qualified lead
• Conversions
• Increase in marketing database
• Cost per conversion

WhatsApp only tracks a few basic metrics on it’s own. To really monitor your campaign’s performance you’ll need to leverage the Conversions API which helps connect your marketing data to Meta’s platforms. This will require either in-house developer resources or a third-party solution to implement.

Test, iterate, repeat

You can’t read shoppers’ minds, but you can figure out what marketing resonates with your audience by experimenting with your WhatsApp messages. Use your reporting in the last section to hypothesize which campaign adjustments would lead to performance improvements. Then, A/B test these ideas by comparing campaigns with the variation to the control version of the message.

The general steps for A/B testing are:

• Decide which campaign message you’d like to test and which factor you’ll change , like a call-to-action or an image.
• Choose a metric to gauge the performance of each campaign variation.
• Build a large enough test audience to generate meaningful results.
• Send the campaign variations evenly across the audience.
• Measure results.

Along with changing an element of a message, you can also test how the same campaign message performs on WhatsApp compared to other channels. In this case, step one’s changing factor is just the channel. The campaign message needs to be identical across channels because any changes could create differences in results.

The easiest way to set up these experiments is to use a third-party communication tool with testing features, like Twilio. Users can A/B test WhatsApp message template variations and track results with Twilio’s Journey Analytics feature. 7

Keep shoppers engaged with WhatsApp marketing campaigns

We get it — your marketing team might find business messaging intimidating at first. If that’s the case, share this post with them. We want to make it easy for organizations to start creating WhatsApp campaigns with resources like this article.

But WhatsApp isn’t just simple to use. It’s also worth the investment because shoppers already enjoy messaging. Many people already connect with friends and family over WhatsApp, so they’re comfortable messaging brands, too.

Use campaigns to start one-on-one chats, and you’ll be on your way to building leads’ trust and driving sales. Try out WhatsApp Business Platform today .

Related Posts

WhatsApp Marketing Strategy | A Complete Guide and Roadmap with Examples

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Table of Contents

Understanding whatsapp marketing: the basics, laying the foundation: building your whatsapp marketing strategy, examples of successful whatsapp marketing strategies , whatsapp marketing: the dos and don’ts, grow your revenue with whatsapp marketing .

Understanding the infinite possibilities of WhatsApp as a marketing tool can be the game-changer your business is searching for.

With over 2.7 billion users around the globe, there's no denying the vast potential audience waiting to hear from you.

This article will show how you can make the most of this platform to reach out to customers and prospects, engage them, and convert them into repeat buyers and profitable leads. 

"WhatsApp isn't just a messaging platform; it's a powerful marketing avenue."

We've prepared a well-illustrated roadmap for your WhatsApp marketing journey. With these actionable tips, you can create a strategy that resonates with your business objectives and yields significant results. 

Without further ado, let's see what goes into the makings of a rock-solid WhatsApp Marketing Strategy.

WhatsApp Marketing, a term that may appear quite ordinary at first glance, is much more than simply using WhatsApp to connect with your friends or family.

In the world of WhatsApp Business, marketing on WhatsApp focuses on leveraging the power of the world's most popular instant messaging platform to connect with current and prospective customers in a profound, meaningful way.

In simple terms, WhatsApp marketing can be defined as the process of promoting products or services, building customer loyalty, and increasing brand visibility through WhatsApp.

However, it's a holistic approach that extends beyond mere conversational selling .

Building an effective WhatsApp marketing strategy is akin to constructing a solid building; ensuring you build a robust foundation is paramount.

But how do you start constructing that crucial first stage of your marketing skyscraper?

Take a deep breath and do it one step at a time.

Bridge the Gap Between Your Strategy and Goals

Yes, you read it right.

The first step is aligning your WhatsApp marketing strategy with your business goal. How do you go about doing this?

Start by articulating what you hope to achieve out of this exercise.

Are you aiming to boost sales, foster relationships, increase brand exposure or perhaps all three?

After establishing a goal, you can choose the ideal WhatsApp marketing tactic which aligns with your business goal. 

The beauty of a WhatsApp Marketing Software like Gallabox is its multi-dimensional nature that can be customised to suit almost any business goal. If you want to improve customer service SLA, Gallabox's automated messaging feature can deliver instant replies while adding a human touch. On the other hand, if you are focused on increasing brand visibility, Gallabox's bulk broadcasting function can help send mass messages to your contacts in just a few clicks.

Think Beyond Basic Messaging: Bet on WhatsApp Marketing 

WhatsApp is more than just a messaging app; it's a complete communication toolbox filled with power-packed features you can use to execute your marketing strategy.

Tools such as WhatsApp flows , chatbots, drip marketing campaigns, AI-powered conversations, and analytics can all be leveraged for maximum effect. 

Is the MQL vs. SQL battle eating away your precious time?

Deploy WhatsApp flows to accelerate lead qualification and settle the MQL vs. SQL battle once and for all.

Running into trouble converting an interested prospect into an engaged customer ?

Use WhatsApp drip marketing campaigns to send timely, personalised nudges that turn your highly-interested leads into deals.

Have trouble attributing your WhatsApp marketing ROI?

You don't have to go through that excruciating exercise of manually tallying spend and capturing metrics. Keep a close eye on what works and what doesn't at a glance with the help of WhatsApp analytics and built-in dashboards.

Best of all, you can integrate your WhatsApp Analytics data into your Google Analytics 4 via Gallabox.

By doubling down and making the most out of features in your WhatsApp Business API Platform, you can not only deliver impact through your marketing efforts but also drive significant value for your business.

Turn Boring Discounts Into Unbeatable Offers

Good content is what keeps your audience engaged.

Strike a balance between promotional and informational content and strike the right tone based on your contact's temperament.

You can turn your repetitive content into something that resonates with your target audience using Gallabox's AI rewrite feature. To top it off, you can use rich text, compelling images, emojis, and videos to enhance engagement. 

Balance Strategic Execution and Analytical Evaluation

Now that you've thought it through, it's time to put your strategy into action.

No matter what features you decide to embrace, have a handy plan and jot down everything from the frequency of your messages to the tone of voice and segmentation ready.

Regularly monitor your metrics, learn from your performance, and fine-tune your strategy accordingly to achieve the desired outcomes.

Now that you've inaugurated your strategy and become familiar with some key features, let's look at a few successful trendsetters who amp up their WhatsApp Marketing ROI .

Here are some organisations that don't merely generate leads through WhatsApp but go the extra mile to convert these leads into loyal customers.

A noteworthy example is Lenovo, a global leader in the consumer electronics segment. Lenovo Indonesia is currently using WhatsApp Flows to unleash the real potential of its existing WhatsApp channel.

By offering a seamless experience and encouraging customers to take a self-service route, Lenovo increased its conversion rates by 8.2X compared to its normal website experience.

The 40%+ rise in customer engagement and the corresponding industry recognition for quality service are just added perks of turning WhatsApp into a noteworthy marketing channel.

The Little Farm Co

A home-grown brand that sells pickles and family-inspired recipes online was looking for a way to reach more customers while optimising spend.

Already capturing their customers' hearts with their unique taste and unrivalled support, they found that click-to-WhatsApp Ads (CTWA) are the secret ingredient they were searching for in their marketing campaigns.

These WhatsApp Ads helped them reach new customers at scale while helping them maintain customer relationships to the level that's expected out of them. Today, they work with local women farmers and proudly share their products with the world.

GoIreland, a study abroad service provider for students keen on higher education in Ireland, grappled with several obstacles while expanding its study abroad service globally.

Notably, due to their rapid expansion, they struggled with tracking leads from events and fairs, dealing with form abandonment, streamlining contact numbers, and coordinating campaigns across multiple channels. 

However, by engaging Gallabox, GoIreland was able to transform these challenges. They revamped their outdated lead forms and began sending personalised broadcasts on WhatsApp.

They tapped into in-depth analytics and viable insights offered by Gallabox and used that data to revise and optimise their marketing strategy as and when required. This proactive approach led to sizeable benefits like an impressive 39% increase in conversions and improved campaign performance and ROI.

Like any initiative, creating an effective WhatsApp marketing strategy has its fair share of rules that should be followed irrespective of the circumstances.

As you cruise the digital seas in a bid to enhance your business growth, a well-planned WhatsApp marketing strategy offers a fresh and dynamic pathway to unprecedented success.

So, get started today if you're looking to boost your revenue, improve lead conversion rates, or just breathe new life into your existing marketing strategy. And while you're at it, remember that an effective WhatsApp marketing strategy doesn't happen overnight but requires time and persistence.

Stay consistent, track your results, and modify your strategy as necessary to grow your business like one of the early adopters of WhatsApp marketing like Lenovo and Zendesk.  

S ign up for a free trial of Gallabox and see how effortless it is to implement, measure, and iterate your WhatsApp marketing tactics for scale and success.

Shivasankari Bhuvaneswaran Twitter

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How to Use WhatsApp Screen Share in Business

Aug 11, 2023

Youmin Kim Founder of Take App

WhatsApp's latest feature, "Screen Share in video call," is a game-changer that holds immense potential for transforming the way we use video conferencing app in business.

What is WhatsApp Screen Sharing?

Benefits of screen sharing in business, how to use whatsapp for screen sharing, recipient experience, tips and troubleshooting, industries that can benefit.

WhatsApp's screen sharing function enhances video-calling experiences, positioning it to rival video conferencing apps like Microsoft Meet, Google Meet, Zoom, and FaceTime. This feature allows WhatsApp app users to seamlessly share documents, images, and even shopping carts during video calls.

This feature enables WhatsApp users to share their screens during one-on-one or group WhatsApp video calls, enhancing remote collaboration. Whether in professional or personal settings, it offers real-time visual connections that streamline discussions, presentations, and interactions. By eliminating the need for complex software installations, Screen Sharing simplifies remote work, enabling teams to co-create and communicate effectively. In an era of virtual interactions, this tool redefines how we connect, collaborate, and communicate.

Businesses may question the need for WhatsApp screen share when other options like Zoom and Teams exist. The reality is that WhatsApp's dominance as an instant messaging app ensures widespread accessibility, making it an ideal platform for collaboration across diverse technological preferences.

Moreover, its compatibility with low-end devices and the universal usage of phone numbers, especially in WhatsApp-dominant regions, eliminates the need for cumbersome email communication.

WhatsApp video calls and screen share feature will open up new dimensions of seamless and user-friendly collaboration, making it the go-to solution for businesses aiming to foster effective communication and engagement across a wide spectrum of users and industries.

To get started with screen sharing on WhatsApp, follow these steps:

Ensure You Have the Right Version: Update to latest WhatsApp.

Initiate a Video Call: Start a video call with the desired contact.

Access the Call Control View: Locate the call control view during the call.

Tap the Screen Sharing Icon: Find and tap the designated screen sharing icon.

Grant Necessary Permissions: Allow WhatsApp to access your device's screen content.

Share Your Screen: Your entire screen content will be shared in real-time.

Control and Monitor Sharing: Pause, resume, or stop sharing using WhatsApp's controls.

The recipient will see exactly what's displayed on your screen during the call. This feature is invaluable for presentations, sharing photos, and even showcasing online shopping carts.

Use latest WhatsApp for smooth screen sharing.

Note that screen sharing may not work optimally in large group calls.

Users with outdated WhatsApp versions may have limited screen sharing capabilities.

Stay informed about WhatsApp's updates as the screen sharing feature continues to roll out gradually.

Here are five industries poised to gain substantial benefits from this innovative tool.

Customer Support and Service Industries

Personalized assistance through visual guidance like "How to use pap" slideshow, ensuring efficient issue resolution and fostering customer loyalty.

Field Services and Maintenance

Remote guidance for technicians during repairs, reducing downtime and minimizing the need for in-person visits. Customers can easily share their screen recording while doing group video calls.

Hospitality and Tourism

Engaging virtual tours, menu presentations, and immersive experiences that captivate potential guests

Consulting and Coaching

Global reach for consultants and educators, offering virtual sessions, group video calls, interactive presentations, and real-time guidance.

Insurance and Financial Services

Simplifying complex policies and strategies through visual explanations, enhancing client understanding and decision-making.

WhatsApp's "Screen Share in video call" feature marks a significant step forward in business collaboration. By seamlessly integrating visual sharing, WhatsApp is redefining customer interactions, bridging technological gaps, and opening doors for enhanced communication across industries.

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WhatsApp Business Metrics: How to Track WhatsApp Analytics [July 2023]

If you’re one of over 5 million businesses on WhatsApp and are keen on using WhatsApp Business metrics to improve the way you communicate with customers, you’re in the right place. In this article, we’ll teach you how to access your business’ WhatsApp analytics, what those numbers mean and how to use that knowledge.

Why Track WhatsApp Business Metrics

In today’s fast-paced world, it has become increasingly important to respond to your customers reliably, especially on instant messengers like WhatsApp. The sales and support experience a business provides matters as much as its products or services.

When customers reach out to businesses via instant messages, they expect to receive quick and informative replies. From sending customers a greeting to let them know they’ll be served soon to resolving a query they might have, speed is of the essence.

Ignored and dissatisfied customers will react negatively and take their business elsewhere. They are also likely to leave bad reviews, which could damage your reputation.

WhatsApp Business metrics are a collection of statistics that detail your business messaging activities on WhatsApp. By tracking metrics, you can solve problems when you notice downward trends in reports or a downturn in stats instead of waiting for negative feedback.

Benefits of Tracking Metrics

Tracking metrics allows you to pinpoint areas of improvement. You can identify agents with significantly longer average conversation resolution times compared to their teammates and look into their messages to see why they aren’t answering customers’ queries adequately.

Monitoring customer behavior metrics also provide valuable insights. For example, you can identify the busiest times of the day so you know if you need to assign additional agents during those hours.

By determining the rates of new versus returning customers contacting your business, you can also pinpoint opportunities for remarketing or gauge how well retargeting campaigns are going.

With this knowledge, you can make informed decisions to improve customer experience. This can lead to potential new customers when you have satisfied clients leaving positive reviews.

It isn’t too difficult to manually track the performance of your agents if you’re a small business or solopreneur. But when you have tens or hundreds of agents, it’s unfeasible to track everybody individually.

The WhatsApp Business metrics you track depend on your business needs as well as the WhatsApp Business product you use. Let’s go over the types of metrics we can track.

WhatsApp Business Metrics: WhatsApp Business App vs WhatsApp API

Businesses using the WhatsApp Business App have a limited selection of statistics to choose from, whereas those using WhatsApp API connected to a messaging platform like respond.io can access many more stats.

Firstly, we’ll go through what you can track on WhatsApp Business App.

WhatsApp Business App Statistics

Small businesses run by a single person or a small team normally use WhatsApp Business App to communicate with customers.

Here’s what you can track from the WhatsApp Business App:

• Messages sent - the number of messages you have sent using WhatsApp Business
• Messages delivered - the number of your messages that were delivered successfully to your contacts
• Messages read - the number of messages from you that your contacts have read
• Messages received - the number of messages that you’ve received from your contacts

You can glean some useful information about your business through simple comparisons of these numbers. For example, the number of messages received versus messages delivered tells you if contacts are engaging with you on WhatsApp.

Messages read versus messages delivered can tell you if customers are reading your messages. Messages sent will be more than messages delivered if customers are having trouble receiving your messages or are blocking you.

The scope of these metrics is quite limited since WhatsApp Business App was designed for small businesses. The number of messages received or sent isn’t high enough to require dedicated analytics tools.

With a maximum of five people handling messaging duties on the app, small businesses can track their performance by simply going through the chats individually.

However, businesses with large teams require WhatsApp Business API connected to a third-party messaging platform, such as respond.io. These platforms usually offer a lot more metrics than WhatsApp Business App.

WhatsApp API with respond.io Reports Module

Respond.io has a rich reporting module for WhatsApp sales and support efforts. When businesses connect their WhatsApp API to respond.io, they gain sophisticated multi-user support and are better equipped to handle large numbers of incoming messages.

Accessing the Reports Module provides useful metrics for monitoring the performance of your agents within a Workspace. Furthermore, you’ll gain a better understanding of your customers’ behavior.

Let’s examine the reports you can access and examples of how to deduce useful information from them.

Conversations

Respond.io gives you an overall picture of your agents’ workload and whether the conversations were initiated by contacts, agents or automation. By tracking the number of conversations, you can determine when your agents will be most occupied and if you need more staff during peak hours.

You’ll be able to tell what kind of conversations are happening frequently thanks to the category breakdown. For example, if there are a lot of conversations concerning payment issues, you can check your payment systems and set up FAQs or canned replies to address them.

User Performance

The Users report is where you measure the performance of your agents based on the number of conversations assigned to them. You can also monitor the number of messages they sent and replied to, average resolution times and more.

Consequently, you can tell if individual agents are able to cope with their assigned workload based on how long they take to first respond to Contacts and successfully resolve their queries.

On the Contacts report, you can see how many Contacts you’ve gained or deleted, and details like their name and ID.

In the same way, you’ll be able to see how a Contact was added to your Contact list – if they sent you the first message, were manually added by a User or imported from a list.

This information can explain the responsiveness of a Contact, as someone who seeks out your business is likelier to reply than one who was imported.

The breakdown of messages sent or received by your business can be found in the Messages report. This page shows the number of messages received, messages that failed to be delivered, messages sent during or outside the messaging window and more.

You’ll also be able to tell which Channels are most popular with your Contacts. This can help you decide which Channel you should be spending your budget on. And if you notice a lot of messages failing to be delivered on a particular Channel, you can look into it.

Lastly, the Logs show which Contacts have been assigned to specific agents on the platform and any comments they have regarding their conversations with them.

From here, you can quickly see which Contacts your agents are handling at the moment; if they require your attention, you will be tagged.

Now you know how to use these metrics, we’ll explain how to access them.

WhatsApp Analytics: How to Access WhatsApp Business Metrics

In this section, we’ll show you how to access your analytics on WhatsApp Business App as well as WhatsApp API connected to respond.io.

WhatsApp Analytics: Access Metrics with WhatsApp Business App

This feature is only available on WhatsApp Business for Android at the moment.

1. Tap More (3 dots) on the Chats screen followed by Business tools.

2. Tap More (3 dots) followed by Statistics.

You can now see the metrics that WhatsApp Business App tracks.

WhatsApp Analytics: Access Metrics with WhatsApp API Connected to respond.io

Firstly, connect your WhatsApp API to your respond.io account ; if you don’t have a respond.io account, sign up here .

Take note that the Reports Module is only available for the Business plan and above. Please upgrade or subscribe to the Business or Enterprise plan if you wish to use this feature.

1. Click the Reports Module button on the side navigation menu of the Dashboard.

2. Select the section you wish to generate a report for.

More information on how to filter and interpret the data can be found in the Help Center .

You now know how to track your WhatsApp Business metrics and the importance of those figures. Use this knowledge to improve the way you communicate with your customers.

If you’re a WhatsApp Business App user thinking of making the switch to WhatsApp API , be sure to read our Ultimate Guide to find out if this is the right move for you.

Further Reading

If you found this article helpful, here are some related blog posts to check out:

• How to Verify WhatsApp Business Account
• WhatsApp Business Multiple Users: A How-To Guide
• How to Change WhatsApp to Business Account

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Home / Social Media / The Easiest Way To Create A WhatsApp Business Account: A Guide by Simplified

The Easiest Way To Create A WhatsApp Business Account: A Guide by Simplified

The WhatsApp business app is for when you want to connect directly with your clients in a convenient and friendly way. WhatsApp Business was launched in 2018 and designed to simplify how businesses – small and big – communicated with their customers. It’s an excellent way to offer your clients personalized services. What is a WhatsApp business account priced at? It’s free, just like your regular WhatsApp account. Let’s take a look at how to create one for a business.

Related: The Ultimate Guide To The Perfect Twitter Header Size (2023)

A Stepwise Guide To Creating A WhatsApp Business Account using your smartphone

The WhatsApp Business app can be downloaded for free onto your smartphone. As you can see from the image above, the logo differs from the classic WhatsApp logo to feature a ‘B’ at the center.

How to Make a WhatsApp Business Account in 3 Easy Steps

You can set up a dedicated WhatsApp for your business in a snap –

• Download & Install

WhatsApp for Business can be downloaded for free on both Android and Apple phones. Download it and follow the instructions to install it on your smartphone.

• Register Yourself

Enter the number you want to use for your business account. This will have to be in the international format. You will then need to validate this number, and you have a choice of how you want to do this. Would you like an SMS or a phone call for the confirmation code you need to enter? Opt for one of them.

• Accept T&C

You will have to agree to giving WhatsApp access to your phone contacts.

Then all you have left to do is add the basic details required for your profile. Besides the name of your business, this will include a profile picture and business area.

In your business profile you can also add details like the hours you’re open for, your address and more.

And that’s it! You are now good to start interacting with your customers through your newly minted WhatsApp Business Account!

Suppose you want to use the same number you’re using as an office or work number. Here’s what you do:

1. Make sure that your WhatsApp is updated (this may require you to agree to T& C once more)

2. When you get to the part where you have to verify your WhatsApp, just select the ‘use number’ option. And that’s it!

Related: 6 Cool Instagram Story Hacks You Wish You Knew Sooner

How to Create an Amazing WhatsApp Business Profile

After successfully installing and registering your number, it’s time to create your brand-new business profile!

• Enter your business name. Then choose a category and a profile picture. This step is really important because this is how potential customers will find you. Your profile picture will be the first thing about your brand they interact with, so make sure it’s a good one! You can try a funky graphic or even a sleek business logo, but it must connect with your target audience and make sense to them.
• You also have the option to add a description and a business address. You can always come back to this later, but it’s highly recommended you make use of these spaces. This way, your audience can learn more about you and where you are located. You can use Simplified’s AI tool to generate descriptions that connect with your buyers and keep them coming back to you!
• Next, you will get the option to create a product catalog. All you have to do is upload the pictures of your products, label and add price tags to them. Write amazing product descriptions to highlight the best qualities of each product to make them seem more attractive to potential buyers. You can add up to 500 products for your business on WhatsApp. You can add to your catalog at any time via “Business Tools”.

Here are some excellent tips on how to click and edit your product photos with Simplified! Remember that presenting high-quality images with smart content is an easy way to enhance your brand value.

Related: Top 5 Tips For Writing YouTube Titles That Get Views

How to Reach Out to Your Customers on WhatsApp

Now you know how to create a WhatsApp Business account. But it’s your social media marketing skills that will really set you apart. You will need to connect with your customers and let them know about your business. If you already have a solid base of customer contacts, you can frame a message letting them know that you are now marketing on WhatsApp.

You can set up standard message responses in Business Settings. It can come in very handy to have set templates for generic messages for greeting your customers. Frame some quick replies to common queries and a polite message in case you are not instantly available to reply to a customer.

Your messages should communicate professionalism with a personal touch. Your customers do not want to interact with a robot or someone who doesn’t get back to them within a reasonable timeframe!

Choose your contacts and send the first message to everyone, indicating that you are open for business. You can also ask them to save your number in their contacts so that they can easily be notified of offers and discounts via WhatsApp Status. You can design a WhatsApp Status post in seconds, with amazing images and tag lines, using Simplified’s professional tool.

Related: 5 Careers in Branding You Should Explore

How to make the most out of your WhatsApp Business Account

We have told you how to create a WhatsApp Business account, but how can you use it to maximize sales for your business? Keep reading to find out.

1. Use labels

With WhatsApp Business, you can finally take your labels off the sticky notes! The WhatsApp Business label feature helps you to keep track of new orders, pending deliveries, and anything else related to your customers.

To get labels, ➝ Go to the WhatsApp menu> click on Business Tools> Go to Labels. WhatsApp already has some pre-made labels like ‘New Order’, ‘New Customer’, ‘Order Completed’, etc. You can also add your own labels.

To add labels to your chats, tap and hold the relevant chat in your inbox. A list of options will appear, including “Add Labels”. Tap on it to see a list of your labels and choose the one that best fits this particular customer.

Related: How Do Timeless Brands Like Ray-Ban Stay Relevant?

2. Send out regular updates

With WhatsApp Business, you also get the option to send out regular updates to your customers. Once in a while, you may want to run a sale or a festive promotion. This will help your customers stay hooked on your products and services.

Every business announcement can be made easier with WhatsApp Status or WhatsApp Broadcast features. Optimize your WhatsApp business with unique templates by Simplified. Frame your messages neatly using your brand colors and visually attractive fonts to create a premium feel.

Related: 5 Reasons Why Building a Brand for Your Business is Important

Related: Lightning Fast Design on Simplified

3. Get the desktop version

You will probably use the WhatsApp Business app on your phone more, so you can respond to customers on the go. But you should also install the desktop version when you are on your computer. This will help you manage a lot of chats – having them on a big screen can totally simplify the process.

Using WhatsApp Business on your desktop is just as easy as using your personal WhatsApp. Just scan the code from your WhatsApp Web feature, and you’re ready to go.

Related: The Best Marketing Memes to Enter 2023 With

Take Your Business Forward!

If you are looking to expand your small business, it’s handy to know how to create a WhatsApp Business Account. It’s super easy to use and freely accessible to everyone. We hope this guide has simplified the process for you overall.

WhatsApp Business sets itself apart by marketing itself as a platform where you can directly interact with your customers and answer all their questions personally throughout the customer/buyer lifecycle. Marketing on WhatsApp is easy, with a ton of amazing tools (including Simplified’s WhatsApp Status maker!) to help you. With modern social media marketing, even small businesses have the tools to compete in the market. Create your business account on WhatsApp today, and get ready to shine!

The Simplified app wraps up all the abilities you need in one happy package – from design to writing.

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Powerpoint Templates and Google slides for Whatsapp

Save your time and attract your audience with our fully editable ppt templates and slides..

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This complete deck covers various topics and highlights important concepts. It has PPT slides which cater to your business needs. This complete deck presentation emphasizes Whatsapp Icon Mobile Phone Conversation Outline Messages and has templates with professional background images and relevant content. This deck consists of total of nine slides. Our designers have created customizable templates, keeping your convenience in mind. You can edit the colour, text and font size with ease. Not just this, you can also add or delete the content if needed. Get access to this fully editable complete presentation by clicking the download button below.

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This in-depth and intuitively designed Messaging App Investor Funding Elevator Pitch Deck Ppt Template. It is a resourceful tool for every organization. Use it to showcase your services and present a strategic outlay of your business activities. This complete deck helps give a quick overview of the companys viability. It also targets various topics of interest, thus being a comprehensive tool that you can download and use. Take advantage of this PowerPoint pitch deck to discuss your business plans and vision in an impressive manner. You can also use this deck to give a quick demonstration of your product and its USP that can be shared on Google Slides or PowerPoint. This complete deck comes in an editable format and two aspects ratios, thus increasing its applicability and visibility. It also acts as a visual reinforcer to make your presence felt in the industry.

Provide your investors essential insights into your project and company with this influential Social Chatting App Investor Funding Elevator Pitch Deck Ppt Template. This is an in-depth pitch deck PPT template that covers all the extensive information and statistics of your organization. From revenue models to basic statistics, there are unique charts and graphs added to make your presentation more informative and strategically advanced. This gives you a competitive edge and ample amount of space to showcase your brands USP. Apart from this, all the thirty seven slides added to this deck, helps provide a breakdown of various facets and key fundamentals. Including the history of your company, marketing strategies, traction, etc. The biggest advantage of this template is that it is pliable to any business domain be it e-commerce, IT revolution, etc, to introduce a new product or bring changes to the existing one. Therefore, download this complete deck now in the form of PNG, JPG, or PDF.

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The slide mentions the key statistic related to the company including the number of messages processed per month, percent of messages in sticker form and organic downloads Present the topic in a bit more detail with this Key Facts Mobile Messaging App Investor Funding Elevator Pitch Deck. Use it as a tool for discussion and navigation on Key Facts. This template is free to edit as deemed fit for your organization. Therefore download it now.

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WHATSAPP BUSINESS API

Oct 13, 2021

760 likes | 1.71k Views

The WhatsApp Business Solution(WBS) empowers a way to connect your customers across the globe on the WhatsApp platform in a simple, secure, and reliable manner.

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Presentation Transcript

WHATSAPP BUSINESS API SPACEEDGE TECHNOLOGY

PRESENTATION SUMMARY TOPICS COVERED TODAY WHAT IS WHATSAPP BUSINESS, AND HOW DOES IT WORK? APPLICATION PROGRAMMING INTERFACE (API) BUSINESS API HOW WHATSAPP BUSINESS FROM WHATSAPP BUSINESS API? WHY US ?

WHAT IS WHATSAPP BUSINESS, AND HOW DOES IT WORK? WhatsApp Business is a platform created by the WhatsApp team that is primarily targeted at small and medium businesses. Because standard WhatsApp . lacks the functionality that businesses want, the WhatsApp Business app can assist them in effectively hosting themselves on the platform. You can now utilise the new app to show off your product catalogues, generate leads, send vital notifications, gather comments, and provide customer service to your users. Consider your WhatsApp Business Account to be a limited-featured live chat tool. You can also use away messages to inform your consumers that you'll be away for a while and will contact them again soon

WHAT IS AN APPLICATION PROGRAMMING INTERFACE (API)? The Programming Interface." An API allows you to link different platforms. term "API" stands for "Application It enables the integration of two sets of software. To put it another way, an API allows two or more programmes to communicate with one another. Let's have a look at an example. If you're planning a trip to the Mauritius islands and need to book a hotel room, you'll head to Trivago. API makes it possible to access Trivago's website and make a reservation. As a result, an API allows the platforms to communicate with one another.

WHAT IS WHATSAPP BUSINESS API? WhatsApp built the WhatsApp Business API to make it easier for larger companies to manage and communicate with their larger consumer base. While WhatsApp Business performed the job, it only allowed larger companies to have two active sessions at a time. This hampered connectivity because they couldn't contact the majority of their consumers using the Business app. basic WhatsApp Because communicating with clients at scale is unfeasible, the WhatsApp Business API allows you to automate your conversations and send bulk notifications. manually responding to and

How WhatsApp Business from WhatsApp Business API ? NUMBER OF ALLOWED USERS SIZE OF THE ORGANISATION WhatsApp Business – Ideal for small businesses looking to serve a relatively smaller circle of customers. WhatsApp Business API – Great for bigger organisations looking to seamlessly sell and communicate with a larger audience. WhatsApp Business – Max 2 live user sessions allowed, need to manually respond WhatsApp Business API – Unlimited users can be catered to at one time, automate and send bulk notifications

PRICING ACCESS AUTOMATION WhatsApp Business – Downloadable on App Store and Play Store WhatsApp Business API – Can only be accessed and set up through third-party WhatsApp Business – Free WhatsApp Business API – Charged per message sent or template used WhatsApp Business – Limited functionality, can only automate welcome and away messages WhatsApp Business API – Complete automation with smart chatbots

With SPACEEDGE TECHNOLOGY'S APIs, you may send WhatsApp messages quickly and securely. With the Programmable Messaging API, you can integrate WhatsApp with other communication channels like SMS and MMS, or use the Conversations API to manage multichannel, multiparty interactions. WHY SPACEEDGE TECHNOLOGY ? SPACEEDGE provides more than just connectivity, with built-in tools and software for visual workflows, interactive buttons, analytics, and template message management.

WHY 2500+ BUSINESSES ACROSS 52 COUNTRIES LOVE SPACEEDGE TECHNOLOGY? SERVICE WORKFLOW INTEGRATION API CHAT INTERFACE KNOWLEDGE REPOSITORY BPA MANAGER NLP MANAGER

LET THIS INSPIRE US: WHATSAPP API + YOUR BUSINESS = A PERFECT FIT ! SPACEEDGE TECHNOLOGY

GET IN TOUCH CALL US +919971538845 SKYPE spaceedge27 EMAIL [email protected]

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WhatsApp Messenger or just WhatsApp is a popular service owned by Facebook. It is an American freeware, Voice Over IP, and cross-platform messaging service. It permits users to send text and voice messages. Users can make voice and video calls, share images, user locations, documents, and other media types. WhatsApp client applications execute on mobile devices, but it can also be accessible from desktop computers. According to best Cloud App Development Gurgaon, as more and more digital technology is being used for all businesses, WhatsApp for business also finds its way for business people to get a wider reach for their brand. – PowerPoint PPT presentation

• WhatsApp is a free mobile app that makes use of your phones internet connection and permits you to chat, video, and audio calls with other WhatsApp users.The main reason to use WhatsApp for business is to make use of the top WhatsApp marketing campaign strategy in their marketing campaigns that shows its interactive nature, power, great convenience, effective applicability, and personal touch.
• For this reason, business owners can make use of WhatsApp marketing for business to increase their brand awareness.Moreover, using WhatsApp marketing would also ensure that you have a great engagement rate as more than 95 of mobile users open their messages immediately and read it.
• To execute the WhatsApp marketing campaign, you can search for the various versions of WhatsApp for Android Phones, iPhones, and Windows Phone.Once you download and install WhatsApp, you need to register it with your country and phone number.To make use of WhatsApp marketing, the following can be done
• One-To-One Chat You can chat directly with another user who is available in your contact list using WhatsApp. You can also voice or video call to them.
• Broadcast Lists When you create a broadcast list, you can send a message to your created broadcast list. The message would go to anyone on the list who has your number saved on their phone.
• Groups WhatsApp groups allow you to message a group of people. The group chat allows you to message to about 256 people at a single shop.
• Many businesses have already initiated their business communication through WhatsApp. There are many successful businesses that make use of WhatsApp for marketing, communication, and various business deals. Have a list of those and find out as to what is the method, they use for WhatsApp marketing. Have an analysis of those and try to incorporate those that you feel would fit into your business.
• As WhatsApp does not provide or sell ad space or anything related to business features, you need to make your WhatsApp approach more innovative. Few best WhatsApp marketing strategies are
• Create an attractive brand identity
• Provide one-on-one help to motivate new users for product
• Provide great value to create a phone database
• Provide excellent service to customers
• Encourage user opt-in
• Provide simple instructions
• Provide relevant content to the respective customers
• Deliver timely customer service
• WhatsApp marketing tool enables you to reach more customers. Few of the tools are the following
• WhatsApp Bulk Sender
• Bulk WhatsApp Sender
• BulkWhatsAppMarketing.com
• WhatsAppChannels.com
• Even though WhatsApp is not as rich in features like Facebook for marketing, it is, indeed, moving in that direction. Marketers are creating various campaigns on WhatsApp to its advantage. Explore various methods for using WhatsApp for your business and to ensure that it is executed successfully.
• Technians- WhatsApp For Business A Guide For Marketers

The sporting directors’ guide to transfer talks – via WhatsApp, FOMO and eye-contact

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Without negotiation, transfers would never happen. But how do all the moving parts — from initial interest to final details — come together?

The Athletic  paired two experienced sporting directors — Nordsjaelland’s Jan Laursen and Orlando City’s Ricardo Moreira — at a table to discuss the process.

“Negotiations are like a football match and you try to take the personal stuff out. Do your best, work hard and then afterwards you have to be able to meet up again,” says Laursen, who has negotiated deals for players such as Mohammed Kudus , Mikkel Damsgaard and Simon Adingra .

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“It’s an art. Sometimes you offer five and someone asks for 20, so there’s an art to negotiation when you feel comfortable to ask your ownership group for a little bit more,” adds Moreira, whose key deals include signing Uruguay international Facundo Torres and negotiating US international Daryl Dike ’s first move to England at Barnsley.

“There’s pressure. He’s defending his club. I’m defending my club. The agent is defending the player’s career and we have to find a sweet spot where everybody is happy.”

Laursen and Moreira sat down to chat in Rome at the TransferRoom summit , which features representatives from around 300 clubs networking in a series of 15-minute speed dating-style meetings. Deals can be sealed in these conversations, but they are the exception rather than the rule.  

Ricardo Moreira : We wouldn’t normally be sat opposite each other. Sporting director contact would usually be phone calls or WhatsApps at the end stage of the negotiation, unless we have a previous relationship, which is preferred.

Jan Laursen : WhatsApp is controlling the football world. I’d rather have a Teams or Zoom call to be able to look into someone’s eyes and to save time on travelling.

The Insiders January Transfer Window WhatsApp Group

Moreira : Yes, WhatsApp controls our life but you have to be careful what you say. We’re both in the same situation where you buy and sell, talk to different clubs, you have academy situations to deal with, and you’re talking to 400 people at the same time.

Laursen : The pandemic was not a great thing, but it taught us some new stuff, especially to do more online calls.

The Kudus transfer to Ajax was the first big transfer to be conducted during the pandemic and we did a virtual handshake when it was completed. It was very important because transfers are a vital part of our business and we didn’t know how the market would develop.

Moreira : The online world has really helped, but the best deals are done one-on-one, either in our club or at another club. Sitting down and saying, ‘This is how much I have, that’s how much you want’, and working out a plan.

As sporting directors, we take care of not only the players, but we have to talk to the agents, to owners, to be the human resources for people in the training facilities. But people forget that the most important thing is having a successful team on the field and the rest will follow.

So if you have some time to take one or two days to go in person and talk to a club or an agent you can be more creative and it can often be better than exchanging emails, WhatsApps or phone calls.

How transfer bids actually work: Emails, brinkmanship and massive egos

Numerous players are proposed to clubs — by official or third-party agents — and it presents a challenge when time is tight.

Moreira : Lots of things don’t end up being concrete. We scout more than we buy or sell. You have to control the market and know all your options for your squad depth first. The agents are part of the deals and like in other professions, you have good ones and bad ones.

Laursen : An important part of the job, especially when you’ve started to do bigger deals, is quick due diligence to work out how serious this negotiation is. We spend a lot of time in our jobs on things that don’t materialise, so it’s important to be as efficient as possible. If it’s a big one, you put everything else aside and focus on that one.

Moreira : There are a lot of WhatsApp, calls and virtual contact with agents and even players, and you often let the agent negotiate the player deal before the sporting director-to-sporting director contact.

Background checks are really important. So it can be a chicken and egg situation. But to (speak to a player of another club) you need some sort of communication with the sporting director of that club, because you don’t want to go behind their back and be talking to his player and getting into his head. You want to be able to look him in the eyes and make sure you’re bringing a guy that’s going to fit the culture and locker room.

Laursen : Most of our players and transfers are academy graduates, so it’s a personal relation and it’s important for us that they get chances to go. Often they knock on your door to say that it’s something they want to do. But good advice is to get in the room, sit together and answer the question, ‘How do we feel?’. I did it recently at home with Mohamed Diomande before he went to Rangers . He felt it was his turn to make the next step (as he’d seen) with Kudus and Mikkel Damsgaard who had already made it to a big club. Those personal conversations are important.

The 'orchestra conductor', 'a bin' or both? Understanding what sporting directors actually do

When it’s clear a player is interested in a move in or out, and another club is willing to negotiate, the conversations can begin in earnest…

Laursen : It’s important to get a feeling that a deal can be reached. Otherwise, all the other stuff doesn’t matter. There are a lot of things to align internally before you look externally, and then there’s a difference whether you are the buyer or the seller, especially when it comes to how much you want to do it.

For example with Brighton , we did two deals — Simon Adingra last year and Ibrahim Osman a few weeks ago — having worked with them before we could see it was a good footballing fit. So you don’t have to look too much into it, which is a relief.

Moreira : The start of the deal is the money: price and structure of the deal, can they pay instalments and spread over X number of years? Living in a cap world in MLS , where you can’t spend more than a certain amount depending on the player , depending on the spot, these things come first.

Laursen : We try to make both things as important: the money and a good sporting fit or next step for them. If they can go hand in hand, it’s perfect. In the end, it’s the player who has to decide whether he wants to make it or not.

What can help the price sometimes is ‘FOMO’, the fear of missing out, when a club wants to take a player early. That’s why I’m happy with the Osman deal, because we got to keep him for the rest of the season because we need transfers, but we also need performance. We were satisfied with the transfer but it was important that he didn’t go straight away. It worked for all parties.

Three main elements of a transfer deal need to be ironed out. The first is the fee, which is often paid in instalments over the term of the contract.

Moreira : You can use data to evaluate and analyse whether a club is asking too much or offering too low for a player. Based on whatever algorithm you want to use.

Laursen : Yes, but we often use different ones…

Moreira : … and that’s the challenge. It even works with the agents who send you data saying a player is worth X million dollars, but you disagree because you’re seeing it from a different perspective.

The second element is the bonuses or add-ons paid by the buying club when a player hits appearance or goalscoring milestones. 

Moreira : If the player is doing well, you’re going to happily pay the seller club and the seller club is building trust, because they are selling someone who is producing.

Laursen : If you have a big belief that the player will do well, it’s easier to compromise on the fixed fees and agree higher bonuses. You believe that he will succeed and the buyer is happy to pay more on bonuses because if the player performs, it’s a plus for them.

The third big element is the sell-on percentage. 

Moreira : There are different ways of doing that – 10, 15 or 20 per cent. You can say I’ll give you 20 per cent sell-on but if the player is producing and I’m paying you bonuses, you’re going to decrease a little bit your percentage. So you win here and you lose a little bit there. There are no rules, it’s a blank canvas.

Laursen : Normally I say don’t build your financial book future on the sell-on because it’s nice to have, but it’s out of your hands.

We have the add-ons, the sell-on, but selling to a club that is really good at developing players has value, like Kudus going to Ajax. If they do well, your club could do well in the future because they may come back for another one. So you can leave a bit of room in the deal. If there isn’t that feeling, you stand firm.

Moreira : You can sacrifice winning everything in a negotiation if — in the medium or long term — it will be good for your club or perhaps the player coming to replace the one you’re going to sell.

Laursen : The money is important, but it’s also a person we talking about here, a young player’s career.

Moreira : You also have to remember you’re actually asking for the owner’s money to buy something so you’ve got to be 100 per cent sure that it’s going to be successful for the club and him. You don’t ask money from a person to just throw it away.

How to start a transfer: Secret talks, wage deals and why 'nobody trusts anybody'

The personal touch is important when players arrive, but also depart.

Laursen : When it’s getting close it’s important to let the player go and visit the club. Because we develop the players to be responsible and interested in their careers. It’s not us going there. With Damsgaard (before joining Sampdoria) we sent him to see a league match in Italy so he could feel that it was really something that he wanted to do.

However ‘done’ a deal appears to be, there is always the possibility of a late change. It is important, though, to maintain good conduct in negotiations, no matter how heated they get.

Moreira : It’s not uncommon where you develop a relationship with another sporting director and you start a conversation right there. You know he wants to sell, you want to buy, and you discuss the numbers and you’re close to it. You can get everything sorted out with the club but sometimes you don’t get a good feeling in the personal one-on-one with the player.

Laursen : You need to find that balance where people want to work with you again. It’s important that all three parties are happy when we leave the room in the end.

Moreira : It’s all about your reputation. So you should never cross the line or do something in a negotiation that you wouldn’t do in your personal life with someone you care about. Because we’re negotiating a deal now, then in six months we’ll have another one, then in two years another one.

Networking and your reputation are priceless in this business. People will remember. You don’t get second chances.

Eleven global trends that will shape the transfer window - according to insiders

So what happens when things don’t go to plan? 

Laursen : I’ve had a situation where we’ve developed a really good relationship after someone originally hung up. I’ve learned through all these experiences, to embrace it and not to take it personally.

Moreira : To give up in a negotiation is not something to be ashamed of. You have to know the limits of the club.

Laursen : I’ve done around 100 deals and it’s mentally challenging because you have the responsibility towards the club, but also towards the player, especially the ones that have been through your system. For players, it’s so difficult because they feel their career, life and future are in your hands — and often the agent tries to put it on your shoulders as well. Mutual understanding is vital.

And when the deal is done?

Moreira : It’s similar to what Pele said when he won his third World Cup — there’s no joy, it’s only relief. It’s kind of the same for me. Nowadays many clubs have great scouting departments, networking, data analysis and look in the same markets. The competition is so tough.

Laursen : Yes, it’s a relief, as often it’s a long and exhausting process. But as many of our players are homegrown, you are also really proud and happy that we managed to do it, because they have been through so many of our teams with our staff helping this process. So a transfer represents the work that so many people have contributed towards. It’s a feeling of unity and pride.

(Top photos: Jan Laursen, left, and Ricardo Moreira; Transferroom)

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WhatsApp was down in Meta’s second big outage this year

For the second time in just over a month, Meta’s apps, including WhatsApp, and to some extent, Messenger and Instagram, faced outages and intermittent issues. While it’s rare for services as large as those operated by Meta to go down entirely, Meta’s status page detailed disruptions to key business services, including its Ads Manager, Messenger Platform, WhatsApp Business API and others. WhatsApp also confirmed the outage in an update to its X account.

“We know some people are experiencing issues right now, we’re working on getting things back to 100% for everyone as quickly as possible,” the company shared at 2:55 p.m. ET.

We know some people are experiencing issues right now, we're working on getting things back to 100% for everyone as quickly as possible — WhatsApp (@WhatsApp) April 3, 2024

Users also reported issues accessing Instagram and Messenger, according to social media posts and crowdsourced reporting sites like Downdector . The latter, however, cannot serve as an official confirmation of an outage — only a signal that one could be underway. Press inquiries to Meta about the outages’ cause were not returned.

The largest trouble seems to be with WhatsApp, though some people were seeing it resolved as of the time of writing.

(In our own tests, Meta’s apps were loading and we could send messages via WhatsApp, which indicates either the outages were not global in nature or they’ve already been fixed.)

Neither Messenger, Facebook or Instagram have publicly posted a confirmation of any issues via their X accounts.

This is not the first time Meta’s apps have seen a sizable outage this year.

On Super Tuesday in the U.S. (March 5, 2024), Facebook, Instagram and Threads were all down, leading users to experience error messages that “something went wrong” or they were taken to a landing page where they were logged out and couldn’t get back in. That outage lasted for a couple of hours before the apps came back online. At the time, Meta’s status page had signaled problems with products like Ads Manager as well.

Post updated after publication after the outage was resolved. According to WhatsApp, the issue was fixed by 6:19 pm ET, per a post on their X account . 

And we’re back. Happy chatting! — WhatsApp (@WhatsApp) April 3, 2024

Facebook, Instagram and Threads were all down in massive Meta outage on Super Tuesday

Envía mensajes privados

Mensajes y llamadas gratis de forma simple, confiable y privada*, disponibles en todo el mundo.

* Es posible que se apliquen cargos por el uso de datos. Ponte en contacto con tu proveedor para obtener más detalles.

Muéstrate tal cual eres, habla con libertad y siéntete cerca de tus seres queridos, estén donde estén, con mensajes y llamadas privados.

Con las llamadas y las videollamadas, jamás te perderás un momento

Ya sea una llamada grupal con tus compañeros de clase o una breve charla con tu mamá, sentirás que estás con ellos en la misma habitación.

Exprésate con libertad

El cifrado de extremo a extremo protege tus llamadas y mensajes personales. Solo tú y la persona con quien hables podrán leer o escuchar lo que se envía, y nadie más, ni siquiera WhatsApp.

Mantente en contacto con tus grupos

Las conversaciones grupales deben ser fluidas, ya sea que planifiques una salida con amigos o simplemente te pongas al día con los chats familiares.

Expresa lo que sientes

Di lo que sientes sin palabras. Usa stickers y GIF, o comparte momentos cotidianos en el estado. Graba un mensaje de voz para saludar a alguien o contarle algo que te ocurrió.

Transforma tu empresa

WhatsApp Business te permite llegar a tus clientes en todo el mundo y ofrecerles experiencias atractivas a gran escala. Muestra tus productos y servicios, aumenta las ventas y forja relaciones, todo con WhatsApp.

Meta's WhatsApp back up after global outage

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Reporting by Vallari Srivastava, Jaspreet Singh and Akash Sriram in Bengaluru; Additional reporting by Manya Saini; Editing by Maju Samuel

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Switching From iPhone to Android Is Easy. It’s the Aftermath That Stings.

Even if you manage to ditch your iPhone, Apple’s hooks are still there.

By Brian X. Chen

Brian X. Chen is The Times’s lead consumer technology writer and the author of Tech Fix , a column about the social implications of the tech we use.

When I temporarily switched from an iPhone to an Android phone last week, I was bracing for a world of hurt. I’ve owned only Apple phones ever since buying the first-generation iPhone in 2007. And, like many, I’ve bought other Apple products that pair nicely, including AirPods, an Apple Watch and an iPad.

That type of loyalty is the basis of an antitrust case against Apple brought by the Justice Department, which has accused the company of using monopolistic control over the iPhone to harm competitors and deter customers from switching to other phones. To test that theory, I decided to briefly break up with my iPhone.

I was initially surprised by how simple it was to shift my iPhone data to an Android smartphone made by Google. Just by installing an app on my iPhone that Google made to help people switch, I was able to copy my contacts list, photo album and calendar into my Google account. Then, presto — all that data appeared on the Android.

I was almost done. After I called my carrier, Verizon, to transfer my phone number to the Android device, my mission was accomplished: I had become an Android convert.

At first, I was happy with my choice — I had upgraded to a fancy Google Pixel phone. But by Day 6, I was ready to switch back.

A bunch of annoyances added up. Even though I could still use most of my Apple products, I started missing my Apple Watch, which requires an iPhone to fully work. For software, I was able to find Android alternatives for all my favorite apps — except for Notes. While switching phones wasn’t technically hard, Apple’s hooks were still in me.

How Apple keeps customers loyal to the iPhone — and whether its practices harm competition — is at the heart of the government’s antitrust suit against the Cupertino giant.

Apple and the Justice Department declined to comment.

In its 88-page complaint, the department said a number of Apple products protected the company’s competitive advantage with the iPhone, including iMessage, Apple’s Wallet app and the Apple Watch. How hard do those perks really make it to ditch your iPhone? Here’s what I found.

Losing iMessage

For the most part, iPhone users and Android users can communicate with each other easily through email, phone calls and apps like Slack, but when it comes to text messaging, there is still an obvious split known as the “green bubble versus blue bubble” disparity .

When iPhone users send texts to other iPhones, the messages appear blue and can tap into exclusive perks like an animation of birthday confetti. But if an iPhone user texts an Android user, the bubble turns green, many features break, and photos and videos deteriorate in quality.

Before transferring my phone number to the Pixel phone, I used my iPhone to send iMessages to my blue bubble comrades warning them that our conversations would soon turn green. “Ew!” a friend replied. But after many remarks made in jest, no one protested, and I soldiered on.

Next, I had to detach my phone number from iMessage on Apple’s website to ensure that my text messages would stop going through Apple’s servers and arrive on my phone. Unless I did this, I would not receive texts from other iPhones. Eventually, the conversations turned green. I prepared myself for humiliation.

But no one gave me a hard time or excluded me. I did notice, however, that many friends had suddenly stopped texting me photos, perhaps because they knew the images would no longer look as good.

For years, some of my closest friends have texted me only through Signal, the third-party messaging app with strong privacy protections and many of the same features as iMessage. Signal is also available on Android, preserving that tradition.

Apple has announced that later this year, it will improve texts between iPhone and Android users by adopting rich communication services, a standard that Google and others integrated into their messaging apps years ago. Texts sent between iPhones and Androids will remain green, but images and videos will be higher quality.

Losing Apple Wallet

For iPhones, the go-to app for making mobile payments in stores is Apple Wallet, and for Android users, the equivalent app is Google Wallet. The experience of using each wallet app was identical: I loaded up my credit cards and Clipper card for the Bay Area’s rapid transit service.

The Justice Department’s criticism of Apple Wallet centers on how Apple gives only its app access to the iPhone’s payment chip, preventing competing wallet services from using that chip to make payments. But the way Apple designed its Wallet app had no impact on my ability to switch to an Android.

Losing the Apple Watch and other products

For an iPhone owner, a main incentive to buy more Apple products is that they work seamlessly together. A Mac laptop, for instance, uses many of the same apps for messaging, note taking and reminders as the iPhone, and the data is synchronized among the devices with Apple’s iCloud. In theory, the more invested you are in Apple’s ecosystem — and the more that Apple restricts its products from working with competing devices, the Justice Department says — the tougher it is to switch from an iPhone.

After I switched to an Android phone, my feelings about using other Apple products ranged from moderate annoyance to deep frustration:

The iPad worked independently from the iPhone, but I could no longer see my text messages on the tablet anymore. This was minor because I don’t do much texting on my iPad.

My AirPods Pro were OK — they connected quickly with the Pixel for playing music. But the downside is that the AirPods use Adaptive EQ, a technology that tunes sound quality to the shape of your ear, and it works only with software on the iPhone. So audio doesn’t sound as good.

I could not use my Android phone to locate my AirTags, the tiny Apple trackers I use to find my wallet and keys, on a map. But when my AirTags were in my pocket, the Android phone showed an alert that an “unknown tracker” was moving around with me, a safety feature for combating stalkers.

The Apple Watch requires an iPhone to set up, but its fitness tracking can work independently. Because I had already set up my watch, I could continue to use it at the gym alongside my Android phone. But I could no longer see my detailed workout data.

I ran into other annoyances not specifically called out in the lawsuit and finally reached peak frustration when I tried to find a replacement for Apple’s Notes, which I use regularly on my Mac, iPad and phone for work and personal errands. I used alternatives but didn’t like them, and combined with the aforementioned issues, it was all too much.

The upshot: Switching is easy, until it’s not

My experience isn’t universal. Some people would care more than others about how certain Apple products would change if they switched phones. Younger people would probably care a lot about lacking iMessage in schools, where a green bubble has been known to be an invitation for mockery and exclusion, according to education experts . Parents who use AirTags to track their children would view losing access to those as a deal breaker.

The upshot from this experiment is that while it’s not technically hard to switch to a different phone, there are plenty of things that could make you regret it.

Brian X. Chen is the lead consumer technology writer for The Times. He reviews products and writes Tech Fix , a column about the social implications of the tech we use. More about Brian X. Chen

Tech Fix: Solving Your Tech Problems

Trying Meta’s Smart Glasses: What happens when a columnist and a reporter use A.I. Ray-Bans to scan groceries, monuments and zoo animals? Hilarity, wonder and lots of mistakes ensued .

Ditch Your Wallet: Using your phone as a digital wallet is attainable , but it requires preparation and some compromise.

Managing Subscriptions: The dream of streaming — watch what you want, whenever you want, for a sliver of the price of cable! — is coming to an end as prices go up. Here’s how to juggle all your subscriptions and even cancel them .

Apple’s Vision Pro: The new headset  teaches a valuable lesson about the cost of tech products: The upsells and add-ons will get you .  

Going Old School: Retro-photography apps that mimic the appearance of analog film formats make your digital files seem like they’re from another era. Here’s how to use them .

Cut Down Your Screen Time:  Worried about smartphone addiction? Here’s how to cut down on your screen time , and here’s how to quit your smartphone entirely .