Using WhatsApp as a vital business tool

WhatsApp has become an integral part of the daily lives of many. How can the communication platform add value to your business?
24 July 2018

What value can WhatsApp bring to your business? Source: Shutterstock

The rise of social media sites such as Facebook and Twitter has given brands a magnitude of opportunities to connect with customers.

But what about messenger apps such as WhatsApp? The messenger app leader has around 1.5 billion monthly active users around the world, ranging from users young and old, creating a fantastic opportunity to connect with both customers and employees.

WhatsApp launched its very own business app last year, aimed at smaller businesses who want a seamless way to connect to their digitally-savvy customers.

Businesses can easily set up a free account on the platform, which becomes a “Confirmed Account” once WhatsApp verifies it.

Once established on the network, businesses are free to use a variety of tools provided on the app including the ability to send automated messages, and the chance to get insights on metrics such as how many of your messages were successfully sent, delivered, and read.

Here are three ways in which your business can leverage the platform to benefit both your employees and your customers.

Round the clock customer support

Providing your customers with strong support relating to your business is a necessity. Customers want to know they can contact your business in a fast and simple matter. And with WhatsApp being the cornerstone of the daily lives of consumers, it represents the perfect portal to answer any queries.

Few businesses today are actually incorporating WhatsApp into their customer service strategy. Thus, by using WhatsApp as an additional touchpoint for your business, you can stand out from your competitors by offering a premium customer experience.

A platform for marketing and promotion

WhatsApp also offers itself as a strong marketing tool for small to medium-sized businesses. While social media platforms such as Facebook and Twitter are a great way to reach a wide audience, WhatsApp offers a chance for more one-to-one interactions with your customers.

Here, your brand can get closer to your customers, showing them a more authentic side to your brand. This will go a long way to improve customer loyalty!

Furthermore, features such as Broadcast and Group Messaging allow you to easily promote your new products/ services, do special announcements, and share any new offers and discounts.

Internal team communication

Communication is the key to every business’s success. But sometimes implementing new tools and platforms to do this can be met with resistance from employees who are reluctant to learn new things.

With WhatsApp being a common everyday app in the lives of many, it has also become a popular instrument for employee communication.

The bonus? It doesn’t require any training, and employees are more likely to check it over emails or other third-party platforms.

Your business can create different groups for each team where employees can exchange information and communicate in a fast and easy manner.

Why not use the platform to send the company newsletter? Inform your employees of what is happening in the company, the latest successes, the newest recruits, and any information regarding new products or services.