WhatsApp Business has features that can help small and medium business owners optimize customer service across the platform. WhatsApp's professional side allows you, for example, to organize the flow of conversations using identifier tags, send automatic replies and fill out a profile with detailed business information. It is also possible to analyze the reach of messages, identifying the receptivity of messages among consumers.
Today, more than five million small and medium businesses use the service worldwide. The app can be downloaded on Android phones, iPhones (iOS) and can also be accessed via the web version on computers. Here are some tips for getting the most out of WhatsApp Business features and improving customer communication.
How WhatsApp Business Works: Meet the Business App Edition
Tips can help optimize WhatsApp Business conversations Photo: Raquel Freire / dnetc
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1. Fill in the company profile
Setting up the profile in WhatsApp Business can give you more credibility. Photo: Helito Bijora / dnetc
Creating a complete information profile can give the customer credibility and professionalism, showing that they are, in fact, talking to a real company. Therefore, it is important to fill in data such as name, physical address, daily office hours, contact telephone, e-mail and website. Adding a company-branded profile photo should also help the customer identify their business. Remember to always update information if changes occur.
2. Use tags to organize conversations
WhatsApp Business's labels function helps meet demands with more control and organization. Photo: Marvin Costa / dnetc
You can flag conversations with colored labels, categorizing customers and making it easier to organize messages. You can determine a color for each category, however you prefer. With the function, it is possible, for example, to distinguish new and old customers, flag open orders, mark people by location, urgent care, among other possibilities. This feature is especially suitable for companies that receive a large number of messages every day.
3. Set up quick answers
Companies can create quick messages for use in WhatsApp Business conversations on iPhone Photo: Divulgao / WhatsApp
Being quick to respond can make a good impression on customer service and help win new customers through WhatsApp. For this, the platform allows you to create prompt responses that can be triggered directly within the conversation, so that you respond to your customers quickly and assertively. The feature prevents you from having to type long messages, such as menus and price tables, manually at every request. Using commands that you can register yourself in the app, messages are completed automatically, speeding up the service and avoiding delay in responses.
4. Send automatic messages
Automatic Message in WhatsApp Business Photo: Playback / WhatsApp. Edited by Ana Paula Rocha
Letting customers wait for long periods for an answer is also not interesting for your business. To avoid these moments of silence, the app makes it possible to send automatic messages, which are sent even at off-hours. You can create a personalized absence message indicating the day or time the service will be resumed, or a greeting text informing you that you are available and that the customer will be served shortly, starting the conversation in a friendly manner.
5. Analyze the statistics
Tutorial shows how to view message statistics in WhatsApp Business Photo: Marvin Costa / dnetc
The tool allows you to track the range of messages through automatically created reports. In the section, which can be accessed within the app settings, it is possible to know the number of messages sent, delivered and read by customers, in addition to the amount of messages received in their account. This feature can be useful for checking if a marketing campaign was successful, for example, or for identifying the best ways to communicate with your consumers.
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