‘What’s up?’ – It’s an excellent conversation starter among friends and the reason why this phrase was coined by the world’s most popular messaging app, WhatsApp.
With over 1.5 billion users choosing to communicate in this casual and private environment, the launch of the WhatsApp Business API provides businesses with the opportunity to reach customers in its trademark intimate way.
Photo by Rachit Tank
Using the robust WhatsApp API, you can have real-time interactions with your customers, and create a vast clientele, provided if you do it thoughtfully.
According to a recent Nielsen research, more than 50 percent of the customers surveyed are more likely to shop with a company that they can message directly. They’d rather send a business message than call a customer service department.
Progressive businesses have now embraced the WhatsApp Business API and SMS text messaging to engage their mobile and app-obsessed customer base. This phenomenon, combined with the fact that WhatsApp is now considered the world’s # 1 messaging app, and therefore having a WhatsApp presence has become a must-have priority for businesses.
By creating a business ecosystem for WhatsApp, companies now can exchange richer WhatsApp messages — which can include photographs, videos, documents, and more — while encouraging conversations inside the messaging app. WhatsApp API for Business Messaging helps you to have more direct interactions, get personal, and connect with your customers directly if they are on your current contact list.
How to Do WhatsApp Business Messaging the Right Way?
Though the expression “What’s Up? ” is the most commonly used conversation starter, it is probably not the best pick up line to chat with customers. There is a range of key conversational business messaging practices that companies should consider while communicating with customers in the WhatsApp environment. Some of these are mentioned below as a guideline:
1. Connect with Customers Who are on Your Current List
Sending unwelcomed messages on WhatsApp is a ‘no-no.’ Rule of thumb: You may use WhatsApp API only to communicate with existing customers instead of reaching out to new ones. Task your marketing team to use innovative advertising ways to entice new and/or potential clients to connect with you on their own.
2. Don’t Spam – Message judiciously
While it’s good to use WhatsApp API to communicate with customers, but this does not mean that you should spam them with WhatsApp messages. Ideally, you should use the WhatsApp service provider to connect with current loyal customers for things like announcements, one-to-one interactions, updates, and alerts.
3. Be Friendly, not Casual
WhatsApp is where many customers communicate with their friends informally, so being comfortable, friendly, and versatile in your business messaging is essential. Your messaging campaigns should demonstrate an open, personal and warm tone, but advise your employees to remain professional and never be callous in dealing with chatting with clients. They’re representative of your business, after all.
4. Get to the point
On WhatsApp, keep your answers short and to the point. Customers who talk on the app are likely to be on-the-go and looking at their phone intermittently. It is best to keep the responses as brief as possible. Bite-size WhatsApp messages that are easy to read at a glance are best. If your message does not fit on a smartphone screen, then it is too long.
5. Be Creative
Since WhatsApp allows digital communication — think about using images, papers, videos, slide shares, and more — brands have the liberty to be innovative in their communications. Going beyond basic text or email, you can infuse your brand ethic in entirely new ways to make customer interactions even more enticing.
6. Ensure your Brand is Consistent
Business profiles are mandatory for WhatsApp businesses, allowing you to add details about your brand, which includes the name, address, category, description, email, and website of your business. Think of it as a branded identity that serves as a recognizable face that greets users when you text them, growing their confidence in you and their loyalty to your brand.
Create a recognizable profile that allows your users to associate with your brand personality.
7. Be Prepared for Conversations with Customers
Although WhatsApp is the perfect platform for updates such as delivery reminders, order confirmations, and customer service, keep in mind that it also offers a more direct way to engage in a two-way conversation with customers. Must ensure that your app is manned by a real person to promote sales, fix problems, and involve your customers to the fullest.
The Messagio’s WhatsApp Advantage
If you are a thriving business with a global audience, and you want to interact with customers on their favorite platform, the use of WhatsApp business API in your customer engagement plan is an absolute must.
Using a reliable Messaging service provider goes a long way in your SMS Marketing Strategy. We recommend Messagio’s WhatsApp Business API for two reasons: first, by using the Messagio WhatsApp Business API, you can quickly deploy, check and play in the WhatsApp sandbox while you’re waiting for your business to get accepted by WhatsApp Management. Second, to succeed in a present digital communications environment, multichannel routing is a must. With the Messagio’s WhatsApp Business API, you can add whatever channel your customers want and capture all those conversations flawlessly — cross channels —to enable genuinely personal and engaging customer experiences.