You probably use WhatsApp every day to stay in touch with friends and family, but did you know that it’s also widely used to communicate with businesses and organisations? In fact, 175 million users message WhatsApp Business accounts daily, making it a key channel for customer engagement. This is especially true in Asia, where WhatsApp boasts more than 800 million users. From answering product inquiries and providing real-time customer support to driving sales, WhatsApp’s direct and personal messaging makes it easier than ever for businesses to connect with their audience.
If you’re just starting out with WhatsApp for your business, this blog will show you how to take your one-to-one messaging to the next level. We’ll explore the benefits of using WhatsApp for business, which account is right for you, and the advanced features available to help you scale your customer engagement.
Choosing the right WhatsApp account for your organisation’s messaging needs
If you're just starting out, you may be using either a WhatsApp Personal account or a WhatsApp Business account. While these are great for small-scale interactions, the WhatsApp Business account features are fairly basic, offering tools like quick replies, welcome messages, and away messages. However, if you're looking to enhance and scale your one-to-one communications, upgrading to a WhatsApp Business API account could be the next step to take your WhatsApp conversations to the next level.
How to scale your one-to-one messaging with a WhatsApp Business Platform
With a WhatsApp API account, you can leverage a WhatsApp Business Platform like Sinorbis, unlocking advanced features that help organisations handle large volumes of messages. These include:
- Auto-translation: Automatically translate incoming and outgoing messages to ensure seamless two-way communication across different languages.
- Segmentation: Send more targeted WhatsApp messages by segmenting your contacts for example you can segment your audiences by customer journey, engagement levels, purchase history, demographics and more.
- Chatbot automation: Set up automated chat flows to provide 24/7 support and efficiently address FAQs, always ensuring prompt replies.
- Automated contact assignment: Assign new contacts to the right representatives to ensure messages that need to be followed up are handled by the right team members.
- Sinorbis profile: Gain a full view of your contacts with access to past messages, contact details, and a timeline of their interactions, enabling more personalised and effective customer service.
These features help businesses streamline customer interactions, save time, and improve response efficiency. Additionally, the WhatsApp Business Platform enables you to leverage WhatsApp marketing software tools, such as WhatsApp broadcasts to engage audiences at scale. Request a demo to discover how to transform your WhatsApp marketing strategy.
Why should your organisation implement WhatsApp one to one messaging in your engagement strategy?
WhatsApp’s popularity makes it an invaluable tool for businesses looking to engage their audiences in a personal and direct way. Some key benefits include:
- Expanding global reach: WhatsApp offers businesses the opportunity to connect with nearly three billion users worldwide, including 800 million in Asia, where messaging apps dominate and popular marketing channels in the West, like email and SMS are less frequently used. For instance, while only 62% of internet users in Indonesia and 54% in India used email in the last month, 90% and 83%, respectively, used WhatsApp during the same period.
- Improving customer experience: Providing support through WhatsApp offers a quick and easy way to interact with customers, helping improve satisfaction and loyalty by reaching them on the channel they use most.
- Increasing efficiency: Messaging allows customer service teams to manage multiple conversations simultaneously, while access to conversation history ensures a seamless handover between agents. Automations further boost productivity by handling routine queries, routing conversations, and triggering follow-ups instantly, freeing up customer service representatives to focus on more complex issues.
How can your organisation leverage one to one messaging on WhatsApp
Providing instant and efficient customer support
WhatsApp can be used to provide real-time customer support, ensuring that customers receive quick responses while still having access to real people when needed.
Example engagement flow:
- A customer sends a question about a product.
- An automated chatbot provides an instant response, triggered by keyword recognition.
- The customer may reply with further details if they need further assistance.
- A live agent can jump in to continue the conversation without loosing context, providing a seamless experience for the customer.
Driving conversions through broadcast campaigns
WhatsApp enables organisations to proactively engage contacts through broadcast campaigns, delivering personalised interactions that drive conversions.
- A business sends a broadcast message promoting an exclusive offer with interactive call-to-action (CTA) buttons with two options, buy now, or learn more for contacts to respond.
- When a contact clicks the learn more an automation is triggered to send another message with more information about the offer, pricing and product availability with another buy now CTA button.
- If the contact does not complete a purchase another automation can be set to add them into a segment of interested contacts that have not completed a purchase.
- One day before the offer ends a retargeting broadcast can be sent to this segment to follow up with the contact and guide them towards completing their purchase.
WhatsApp’s messaging capabilities empower you to engage audiences across Asia more effectively. With features like auto-translation, chatbot and workflow automation, and segmentation, organisations can provide seamless customer interactions while improving efficiency and driving conversions. Whether you’re offering customer support, handling inquiries, or promoting sales, WhatsApp provides a robust platform to connect with your audience and elevate your business strategy.
Are you ready to enhance your customer engagement with WhatsApp? Request a demo to discover how the Sinorbis Experience Platform can streamline your messaging strategy and boost your business growth today!
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