How to Drive Growth and Improve Customer Experience using the WhatsApp Business Platform?
Introduction
With WhatsApp Business, businesses can now easily access a global customer base. The platform has become an essential tool for marketing, customer support, and even sales. It allows businesses to interact with their customers on a more personal level and drive growth while improving customer experience.
Gartner report published in March 2022 states that , “WhatsApp Business API engagement typically results in some combination of automation, improved customer experience, time savings, and reduced labor costs. This is a win-win for both the customer and business.” *
In this blog post, we will look at the various ways businesses can use WhatsApp Business to increase their presence in the market and create a better user experience. From automated messages to customer support and more, read on to find out how your business can leverage WhatsApp to its fullest potential.
WhatsApp as a Marketing and Customer Service Tool
WhatsApp is a powerful marketing and customer service tool that can help businesses drive growth and improve customer experience. By leveraging the features of WhatsApp, businesses can create more personalized and engaging customer experiences. Additionally, WhatsApp can be used to resolve customer queries and issues in real-time.
WhatsApp is one of the most popular messaging apps in the world with over 1.5 billion monthly active users. WhatsApp has been gaining popularity as a platform for businesses to reach out to their customers. Evidently, India leads the scoreboard of Whatsapp Users thus allowing you to reach this voluminous audience with your product and services.
According to WhatsApp, 80% of Indian SMBs use the app to interact and expand their businesses. As a result, to fully capture the interaction and relationship between customers and brands Whatsapp business was launched in order to be included in the annual communication technology budget.
Key Features of Whatsapp Business to Improve Sales &ROI
With over 1.5 billion monthly active users, WhatsApp is one of the most popular messaging apps in the world.WhatsApp Business from Tata Tele Business Services can be a powerful tool for businesses to improve customer experience and drive growth. Here are some ways businesses can use WhatsApp to their advantage:?
Automate Business Communication
1. Automate customer support: Customers can contact your business through WhatsApp just like they would through any other messaging app. By responding to customer queries and complaints through WhatsApp, you can provide them with a faster and more convenient way to get the help they need.
2. Stay in touch with customers: In addition to automated customer support, you can also use WhatsApp to stay in touch with your customers on a personal level. You can send them updates about new products, special offers, and anything else that might be of interest to them. This will help keep them engaged with your brand and improve customer loyalty.
3. Increase sales: WhatsApp can also be used as a sales tool. You can reach out to potential customers with information about your products and services, and answer any questions they have before they make a purchase decision. This could lead to more sales for your business.
4. Improve communication: WhatsApp can be used to improve communication within your business as well. For example, you can use it to share updates and announcements with employees, or create group chats where employees can discuss work-related issues. This will help improve efficiency and collaboration within your team.
Send Bulk Campaigns & Broadcast
WhatsApp is a powerful tool that businesses can use to drive growth and improve customer experience. By sending bulk campaigns and broadcasts, businesses can reach a large number of potential customers with ease. Additionally, WhatsApp provides an easy way for customers to get in touch with businesses, which can help improve customer service.
Shared Team Inbox
A shared team inbox is a great way to improve customer service and support efficiency. By making it easy for team members to access and respond to customer inquiries, you can ensure that no inquiry goes unanswered. Additionally, a shared team inbox can help reduce the number of customer support tickets, as team members can quickly resolve customer issues directly through WhatsApp.
Green Tick Verification
WhatsApp is constantly innovating to make sure that businesses can communicate with their customers in the most efficient way possible. The latest addition to WhatsApp Business is the Green Tick Verification, which allows businesses to have a verified account with a green tick next to their name. This verification process is similar to the one used for personal accounts, and it ensures that only legitimate businesses can use the WhatsApp Business app.
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The Green Tick Verification is an important step in ensuring that businesses can build trust with their customers on WhatsApp. In addition to verifying the identity of businesses, the Green Tick Verification also ensures that businesses are using best practices when communicating with customers on WhatsApp. This includes making sure that messages are sent from a dedicated business number, and that customer data is protected.
Businesses that are verified with a Green Tick will be able to take advantage of all the features that WhatsApp Business has to offer, including automated messages, quick replies, and away messages. In addition, these businesses will also be listed in a new directory that will make it easy for customers to find them.
WhatsApp Commerce
WhatsApp commerce refers to the use of WhatsApp by businesses to send messages and sell products or services to customers. WhatsApp commerce enables businesses to provide a better customer experience by offering a more personal and immediate way to communicate with customers.
WhatsApp commerce can be used for various purposes such as customer support, sales, and marketing. businesses can use WhatsApp to send messages, offer discounts, or notify customers about new products and services. WhatsApp can also be used to answer customer queries promptly and provide them with timely updates about their orders.
WhatsApp commerce offers many advantages for businesses, some of which are listed below:
-It helps businesses reach out to a larger audience as WhatsApp has a vast user base.
-It is an affordable platform as it does not require any setup costs or monthly fees.
-It is easy to use and integrates seamlessly with other business tools such as CRM software.
-It helps businesses improve their customer service as they can respond quickly to customer queries through WhatsApp.
-It allows businesses to send automated messages and notifications which can help save time.
Reports and Analytics
Choose the Analytics & Reports tab from the main navigation panel to access reporting from within your portal.
There are the ensuing reports available. To limit the results to just the WhatsApp channel in each instance, choose the channel from the drop-down menu. These reports are available for download in PDF format.
Channels:
Overview - Compare the message activity from yesterday to today's messaging activity.
Get a complete overview of the data from all of your channels throughout various time periods with full analytics.
Reports - Based on your channel activity, you may make, view, and download personalized reports.
Conclusion
WhatsApp has become an essential platform for businesses to engage and interact with customers in a convenient and customer-centric way. By leveraging the features of WhatsApp, businesses can drive growth, improve customer experience, and build stronger relationships with their audience. With the right strategies and tools in place, any business can use WhatsApp as an effective communication channel to reach out to customers and provide them with the best service possible. The teams at Krux Technologies(Whatsapp Partner) can help you implement Whatsapp Business to help you generate more leads, build stronger business relationships and enable growth.