WhatsApp, the social messaging service brought by Facebook for nearly 15bn in 2014, is without a doubt the World’s fastest growing freeware and instant messaging communication app for Smartphones. It uses the internet to make voice calls, one to one video calls, send text messages and images. The list is endless and all for free!
There are currently an estimated 1.2 billion people regularly using WhatsApp World Wide and it has more than 700 million monthly active users and carries 55 billion messages sent per day.
This sort of app has changed the way we communicate and for Businesses it means adopting these technologies to reach their audiences. And with the addition of snapchat like functionalities with the status feature, WhatsApp can now be used by Businesses to interact with their customers even more.
Here at Boosh, WhatsApp has become an integral part of how we run our Business and we thought it might be useful for you to learn how this messaging app can actually improve your Business communications.
How can I use What’s app for my Business I hear you ask?
We use WhatsApp here at Boosh for Team Conversations, especially out of office hours. On the rare occasion that a Customer has a problem that needs to be fixed for example, we are all accessible and can communicate quickly and efficiently to get the problem solved. It’s an App that we all have and doesn’t involve training to use. It also doesn’t need constant reminding to check as everybody regularly logs on.
It’s been proven that if you do your follow ups on WhatsApp instead of direct phone calls, you will get 40% more response. None of us appreciate phone calls from unknown numbers and we are more likely to respond to personal messages. You can use the App to announce new offers or send personal messages. It gives you the chance to be a little informal as the message is often short.
Customers are more likely to send you a message over WhatsApp than calling a helpdesk number or raising a ticket. This is dependent on the type of Business however, as many companies get hundreds of customer calls each day. So only choose WhatsApp as a Customer Support Tool if you have a manageable number of customer requests.
WhatsApp supports rich media, meaning you can use text, audio or video to provide a personal Customer Service experience. You can create video presentations for your customers, these can be easy how-to’s of tasks they can perform on their own that don’t require a professional. You can also do a live WhatsApp video with a customer to show them how to fix something. The list is endless!
Marketing and promotion
You can use WhatsApp to send images, audio files, short video clips of your products and text messages to users across the world. Unlike SMS or Email, there are less restrictions on the format, meaning delivery chances are higher. Use it wisely for any Marketing campaigns and think of creative ways to promote your business. For Example: Colgate invited people to send selfies of their smile via WhatsApp to a phone number displayed on the toothpaste pack. A simple, yet affective way of getting people to respond.
Creative Usage of WhatsApp for Business
There are many people who have built new business using WhatsApp as a platform.
You can now order food from take-away restaurants using WhatsApp. Customers can communicate their order instantly and there is a record of what they order (in case something gets missed off or is misunderstood for something else)
Some GP’s have started offering consultations on WhatsApp. Obviously, it can’t replace the face to face visit but it can help with common medical queries, that might not need to be discussed in person. This can save time and ultimately money.
WhatsApp is an incredibly powerful tool and has become hugely successful due to its simplicity. As a communication tool, it continues to evolve and add new features. For Businesses, its cost effective and almost instantly received by its recipients. Did you know the average text message is read within 90 seconds, whereas email responses average about 90 minutes! It’s a no brainer, WhatsApp is the future, get in there now before it becomes over used!
The key to using WhatsApp effectively is to avoid abusing the relationships you build with your audience. Make sure each message you send has value and remember not every conversation is about making a sale.