What is WhatsApp Business? WhatsApp Business vs. WhatsApp

What is WhatsApp Business?

While you may be familiar with WhatsApp, the free messaging platform used to connect people around the world, WhatsApp Business is designed specifically for small business owners and entrepreneurs.

Like the regular WhatsApp app, WhatsApp Business is owned and operated by Meta Platforms (formerly Facebook), which acquired WhatsApp in 2014. The business version of the app was launched in 2018 to help small businesses better connect with their customers.

The WhatsApp Business app contains many features that support everyday business communications. For instance, the automation feature enables you to handle routine tasks like greeting new customers, responding to common questions, and letting people know when you're away.

A dedicated messaging application for your business can also ensure customers always know what you have to offer. By keeping clients in the loop, you can boost your satisfaction and retention rates.

WhatsApp Business is one of the easiest ways to chat with customers, showcase products, and handle quick questions.

Setting up your WhatsApp account is straightforward. However, if you're already using a personal WhatsApp account, you must use a different phone number (preferably your business number). That said, you can use both applications on your smartphone without any problems.

To start using WhatsApp's business solutions, you'll need to create an account by following these instructions:

1. Download the WhatsApp Business app from your phone's app store. It's free to download.
2. Open the app and agree to the terms. You'll need to verify your business phone number, and you can use a landline or mobile number that hasn't been used with WhatsApp before.
3. Fill in your business name.
4. Set up your profile by adding your address, a short description of what you do, your business hours, your website, and your business category.

WhatsApp Business comes with many features you won't find with the personal app, allowing you to promote your business with your profile. To get started:

• Upload a clear, professional profile picture. Your logo will work great.
• Write a description that's straight to the point and friendly.
• Double-check your business hours are up to date.
• Add your location.
• Include links to your website or catalog.

Once you set up your basic profile, you will find a suite of advanced features that can make your business account work harder for you. These tools are worth taking the time to explore.

You can easily set up your product catalog and add your full range of products, complete with photos, prices, and descriptions. Customers can browse and shop without leaving the app, and you can easily share product links in your chats.

Additionally, you can set up automated messages, such as a welcoming greeting for new customers or an away message for after-hours, while saving quick replies to questions you commonly get asked. This helps you stay responsive even when you're busy with other aspects of your business.

WhatsApp Business vs. WhatsApp

While WhatsApp Messenger and WhatsApp Business use similar interfaces and are owned by the same parent company, several differences set them apart.

One key difference is that WhatsApp is meant for personal communication, while WhatsApp Business is built for businesses. As a result, many features are unavailable in the original WhatsApp application. For example, you can't automate messages using WhatsApp, but you can with the business WhatsApp platform. This allows you to send messages to clients at just the right time.

Thanks to the capabilities of the WhatsApp Business app, you have more ways to interact with your target market.

There are various features you can take advantage of when using the business WhatsApp application–many of which can help improve customer experience and streamline your workflow.

Some of the most popular features include:

• Automated messages. You can send automatic messages to your customers and visitors, streamlining your workflow. With an automated workflow, you can save a significant amount of time and money. For example, you may want to send an automated message to your customers welcoming them to your platform. Or, you might be interested in sending an automated notification to let them know their message was received.
• Business profile. By using the WhatsApp Business platform, you can set up a business profile that includes your hours of operation, website link, phone number, address, and more.
• Organizational tools. There are plenty of organizational tools you can use to streamline your workflow. For example, you might want to apply labels to specific chats or use a contact label to find people quickly.
• Mobile storefront. If you have a WhatsApp Business account, you can also build catalogs. This mobile storefront can be used to showcase your products on the platform. This is a great way to communicate directly with your target market regarding offers, discounts, and products.
• Targeted ads. You can even create advertisements on the platform. With WhatsApp ads, you can create ads on other Meta Platforms, Inc. apps like Facebook and Instagram to target visitors with advertisements that'll capture their attention and send them right into a chat with your business. As a result, you can spread the word about the products and services you offer.
• Message metrics. Through WhatsApp Manager in Meta Business Manager, you can access detailed insights about your messaging activity. These metrics show you how your messages perform, tracking everything from basic stats to specific conversation types. You'll see data on messages received from customers, messages your business has sent, and successfully delivered messages.
• Easy payments. The payment feature allows you to send and receive payments directly on the app via WhatsApp Payments. That means you can use WhatsApp Business to create an end-to-end shopping solution for your visitors.

If you're looking for a way to improve your small online business, you might want to take advantage of everything WhatsApp Business has to offer.

WhatsApp Business pricing

The WhatsApp Business app is free to download and use, making it perfect for small businesses with limited budgets. The first 1,000 conversations every month are also free. So, you can learn how the application works, deepen your relationship with customers, and understand how each feature benefits your company.

You'll also have to pay for subsequent conversations after reaching 1,000, and there are 2 different ways those conversations are priced.

• Conversations initiated by WhatsApp users: This means that the user reached out to your company for more information.
• Conversations initiated by the business: This occurs when you send messages to users first.

These conversations are priced differently, and the pricing varies depending on your location. Different countries have different pricing standards based on their currency. Understanding how your business will be charged moving forward is essential.

So, should your business use the WhatsApp Business app? Here are a few benefits and limitations to keep in mind as you weigh your options.

• Many monthly users. There are 2 billion monthly active users on WhatsApp, making it one of the most popular mobile messaging applications. As such, you can get your products in front of as many people as possible. Various users are also familiar with the WhatsApp platform, so you don't have to encourage clients to hop on the app.
• Instant line of communication. Because the app is available to download on your smartphone, you always have an instant line of communication with your customers. Even if you're between meetings, you can quickly address client concerns and provide support.
• Advanced organizational features. There are several organizational features that allow you to sort conversations. For example, you might want to create a separate email list for certain people, which the program will enable you to do quickly.
• Save time. You can free up your time by taking advantage of the automated messaging feature. You might also want to use quick replies to help you interact with your customers without stopping your workflow. This enables you to send a greeting message to new customers who interact with your brand.
• Handle payments in one place. With a WhatsApp Business account, you can create an end-to-end shopping experience for your customers. They can purchase items directly from your mobile storefront, and you can handle the payment through the app. This process makes it even easier for you to boost your sales.

While there are many benefits to using the WhatsApp Business app, you must also consider the drawbacks. They include:

• GDPR Issues. If you plan to conduct business overseas, the application only partially complies with GDPR regulations. This means that you could face some data protection issues. The application automatically reads all stored contact information, so you may need to take a closer look at the settings to turn off this feature.
• A limited number of devices. The mobile app can only be installed on 1 smartphone and 4 other devices. The devices have to be linked to the same number, making it challenging for you to have multiple employees on the same account.
• One employee account. All employees have to work under the same account. So, customers may not know who they’re talking to.

Remember, the business WhatsApp app is free to use. So, you can download the app, learn the ropes, and determine if it's a good fit for your company. Like any app, there are advantages and limitations you'll have to consider before finalizing your decision and choosing to invest more resources into the app.

Integrate WhatsApp Business with other tools

The WhatsApp Business API lets you easily integrate your account with existing business tools. This integration capability opens up powerful possibilities for streamlining operations and improving customer communication.

The API is separate from the standard WhatsApp Business app and requires special access through Meta or an authorized solution provider, as it's designed for businesses handling higher message volumes.

Here are the main types of integrations available:

• Customer relationship management platforms help you track all your WhatsApp conversations alongside other customer interactions. This gives your team a complete view of customer history and helps provide more personalized service.
• E-commerce platform connections allow you to send order updates, shipping notifications, and product recommendations directly through WhatsApp. You can also handle payment processing and send automated purchase confirmations.
• Customer support tools let you manage WhatsApp messages alongside other support channels. Your team can handle multiple conversations, assign tickets, and track resolution times all in one place.
• Marketing automation systems enable you to send targeted campaigns, promotional messages, and automated follow-ups through WhatsApp based on customer behavior and preferences.
• Business intelligence tools help you analyze WhatsApp conversation data alongside other business metrics. This gives you deeper insights into customer engagement and campaign performance.

Best practices for using WhatsApp Business

WhatsApp Business is a great tool for connecting with customers, but getting the most out of it starts with the right business settings and approach. You can build relationships with consumers by effectively focusing on customer experience and using features like message templates. Here's how:

• Set clear business hours: Let customers know exactly when you're available to respond. This will help them set realistic expectations and maintain a healthy work-life balance.
• Keep your tone professional but friendly: Remember that you're having a conversation, not writing a formal letter. Be warm and approachable while staying professional.
• Respond promptly to messages: During business hours, try to answer within a few hours. If you can't provide a complete solution right away, at least acknowledge that you received their message.
• Use templates wisely: Create message templates for common situations, but personalize them slightly for each customer. Nobody likes feeling like they're talking to a robot.
• Organize your contacts effectively: Use labels and categories to track different customer types and conversations. This helps you provide more personalized service.
• Keep your catalog updated: Nothing frustrates customers more than seeing items that aren't actually available. Regular maintenance of your product catalog is essential.
• Make use of status updates: Share business updates, new products, or special offers through your WhatsApp status. It's a great way to keep customers engaged without messaging them directly.
• Handle complaints professionally: Respond calmly and move complex problems to private messages or calls when issues arise. Always focus on finding solutions rather than placing blame.

Strengthen your customer service with WhatsApp Business

Customer service is vital for every business, and ensuring you have the tools to meet and surpass client expectations can help your customer service team and company thrive.

If you want to improve your customer service, the WhatsApp Business application may be a great option. This mobile app can strengthen your relationship with customers, automate manual and time-consuming tasks, and empower you to stay on top of business activities.

Mailchimp's automation and email marketing platform also has several features that can help take your customer service to the next level. Whether you want to manage your audience or create targeted ads for Facebook, we're here to support your marketing efforts with advanced business tools.

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Key Takeaways

• WhatsApp Business is Meta's free app designed specifically for small businesses. It offers features like automated messaging, product catalogs, and customer communication tools that aren't available in the standard WhatsApp app.
• While the app is free to use, businesses are charged after exceeding 1,000 conversations per month.
• The platform includes powerful tools for business growth, from creating digital storefronts and handling payments to accessing detailed message metrics and integrating with other business software through the WhatsApp Business API.

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