Using WhatsApp business features like catalogs, quick replies, and shared inboxes can boost your brand’s credibility and gain customer loyalty. However, mastering these features requires a strong understanding of digital communication & marketing strategies.
Designed primarily for SMEs, the WhatsApp Business platform has several tools that help businesses connect with customers. Here are some of them:
1. Enhanced profile
WhatsApp is adding a new feature to help businesses create more compelling and effective messages for their customers. The WhatsApp business platform’s new “Proactive Messaging” feature will let businesses send a pre-designed conversation template when the user replies to an outbound message. This could be a helpful tool for logistic companies to remind users of delivery dates, educational firms to notify students of seat confirmations, or even banks to communicate account balance updates.
This feature is expected to roll out to all users globally soon. WhatsApp also plans to add the ability to pin a specific message in a group or chat so it can stay at the top of the conversation. This will be useful for letting customers know about important announcements like changes to business hours, event reminders, or product updates.
In another WhatsApp update, the app is adding a call tab which will allow users to view their recent calls in one place and manage them more easily. The feature will be available for both desktop and mobile WhatsApp. Moreover, the new WhatsApp will also allow users to connect with others using a QR code or link to their phone number to make a video call instantly.
The app’s enhanced profile feature will provide users with more detailed information about a business including its address, website, and business hours. Users will also be able to upload images and videos to their business profiles. Additionally, WhatsApp will start showing more details in search results such as location and rating of businesses. This will help consumers make more informed decisions when choosing a service or product. WhatsApp is also working on improving its voice and video calling features in the coming months.
2. QR/link generation
When customers chat with businesses on WhatsApp, they expect a safe and secure experience. This is why WhatsApp offers features like end-to-end encryption and disappearing messages to ensure privacy and security. WhatsApp business also supports a variety of conversation templates that can help businesses create a better customer service experience. These include order confirmation, appointment reminders, and account update templates. These templates can help businesses send more customized, automated messages that are personalized to the specific needs of their customers.
Additionally, WhatsApp business is making it easier for SMEs to track their message statistics by introducing new metric tools. The app now allows businesses to see how many messages were delivered, read, and unread in the ‘Statistics’ tab in the WhatsApp business app. This could be a great way for companies to gauge the performance of their marketing campaigns, customer support, and other initiatives.
Another useful tool for WhatsApp business is the catalog feature that enables businesses to showcase their products to their customers. With this, you can conveniently share product images, prices, and descriptions without having to repeat them over and over again. The best part is that your customers can add the items they want to cart right in WhatsApp!
Additionally, a catalog can be categorized into Collections to streamline the shopping process. Collections act as folders to categorize items, which makes it easy for customers to find what they are looking for. For example, if you’re running a sale or have new products in stock, you can create collections like “Last Chance” or “Sale” to make it easier for your customers to navigate through your catalogue. This will ultimately help you increase your conversion rates.
3. Sending paid messages
WhatsApp has been a great tool for businesses of all sizes to promote their products, conduct surveys, and provide customer support. The company is now introducing the ability to send paid messages through its business app, which will enable small businesses to reach their target audience in a more personalized manner.
The messaging platform has also introduced a new automated messaging feature through the WhatsApp Business API that can help save businesses time by automating messages such as order confirmations, appointment reminders, and shipping updates. This can help reduce the workload on customer-facing employees and improve the efficiency of the business.
For example, a restaurant can use the automated messaging feature to send customers an order confirmation message that includes the menu items and estimated delivery time, and an appointment reminder message with the date and location. In addition, a hotel can use the same feature to respond to guests who ask questions or make requests during their stay.
Moreover, the WhatsApp Business app allows users to create and share documents through a conversation with a single tap. Those documents can include invoices, receipts, quotes, proposals, contracts, and other business-related files. The business can even customize the document header and footer with its brand logo. The document sharing features are available to all the customers who have enabled the WhatsApp business account for its organization.
Additionally, the messaging platform is allowing small businesses to easily find and reach out to their customers by adding a new tag feature on its business app. The companies can add any tag to a specific customer on their chat page and can instantly start a chat with them. The chats can be searched by the tags in the future for quick access and better organization.
4. Shared inbox
Using WhatsApp Business, businesses can create a shared inbox for multiple team members. This will help in streamlining the customer support process. It also helps in managing outbound messages. For example, if Jenny wants to change her shipping address, or Paul is looking for a coupon, the support team can handle those chats with ease.
This feature will also make it easier for businesses to track their progress in terms of number of responses and other metrics. They can do this by adding labels to the inbox. For instance, they can set up labels like new customers, old and trusted customers, etc. Moreover, they can categorize the contacts and assign colors to the different categories. This will help them identify the type of chats that need to be replied to.
Another important feature that WhatsApp Business offers is quick replies. It allows businesses to record frequently-used messages and save them for future use. The quick reply message will be sent to the customer without typing a full response. The business can even prepare a list of quick replies and assign shortcuts and keywords to them. Then, when they need to use them, all they have to do is press the “/” button.
The WhatsApp Business app also allows businesses to send broadcast messages to a group of customers at once. This will enable them to share promotional discounts or announcements. For example, they can send a greeting message, an away message, or a reminder message to their customers. This will increase brand visibility and boost customer loyalty. Moreover, the app also has several other features that can streamline their customer support processes. To learn more about how WhatsApp Business can help your business, get a free trial of Qpien.
5. No-code chatbot creation
If you are a business owner looking to take advantage of WhatsApp’s new features, you may want to consider signing up for a WhatsApp Business account. These accounts offer additional tools that help you communicate with customers, streamline customer service and promote brand loyalty. They also provide data that you can use to measure and improve customer relationships.
To get started with WhatsApp Business, you’ll need to sign up for an account using a professional phone number that’s not the same as your personal one. Once you’ve done that, you can begin building your profile. Add information like your business name, address, website, and working hours. It’s important to remember that your audience will see this information when they message you through WhatsApp.
After you’ve completed your profile, you can start sending out proactive messages to your customers. These messages can include text, pictures, videos, GIFs and voice clips. WhatsApp recommends thinking of these proactive messages as conversation starters. You should aim to convert these messages into two-way conversations, and you should be ready to answer any questions your customers might have.
WhatsApp Business offers a few helpful chatbot tools to help you streamline your customer communication. You can use the chatbot feature to send automated greetings, save quick replies for frequently asked questions and create away messages to let your customers know when you aren’t available. These tools can reduce the amount of time your team members spend on repetitive tasks and allow them to focus more on the most urgent customer queries.
Additionally, WhatsApp’s chatbot API allows you to automatically assign incoming chats to different agents based on certain rules. This will increase your team’s efficiency and ensure that every customer gets a response quickly. The best part is that you don’t need any coding knowledge to create a WhatsApp chatbot. Smart solutions like SleekFlow are easy to use and can help you set up a complete conversation flow for your chatbot with minimal effort.