WhatsApp Business, how are you using it to communicate with customers?

[Jose Jimenez]

I have a client that uses WhatsApp Business to communicate with clients. I don't think he is using it to its full potential as there is a store where you can add products and I don't think he is using it to communicate with customers to any great degree i.e. sending updates of new products. Therefore, I was wondering if anyone can share any experiences of how they are using WhatsApp for Business and what is effective and what isn't. I'm conscious of the fact that some customers may not want regular updates so when we test it, I'm thinking we will ask in advance if they want product updates.

 

[Elite Ai]

We built an AI Integrated 'Assistant' for one of our clients which has gone down pretty well. They used WA for customer-service and product update broadcasts, but had to do everything manually. We suggested building an AI Assistant to be integrated into their whatsapp and it's been a hit with customers. They get instant responses in a conversational but professional tone, 24/7.

WA is a very powerful tool for the right business. You are bang on when it comes to not all customers want regular updates, so you definitely need to have them subscribe to this as you would an email newsletter.

To answer your question on what makes WA an effective (or in effective) tool for business I'll summarise my opinion below:

Benefits:

• Instant communication
• Global reach - one of the (if not the) most widely used communication apps in the world.
• Cost-effective
• Rich media sharing
• Personalised and efficient interaction with customers

Disadvantages:

• Unsolicited messages (customers must opt in/out of regular updates)
• Risk of spam - constant updates may paint a spammy image of the business in the customer's eyes.
• Professionalism issues - not the best communication method for all industries

Just my opinion and experience with WA! We use it on a daily basis within my business, I love it. Hope this helps.

 

[Jose Jimenez]

We built an AI Integrated 'Assistant' for one of our clients which has gone down pretty well. They used WA for customer-service and product update broadcasts, but had to do everything manually. We suggested building an AI Assistant to be integrated into their whatsapp and it's been a hit with customers. They get instant responses in a conversational but professional tone, 24/7.

WA is a very powerful tool for the right business. You are bang on when it comes to not all customers want regular updates, so you definitely need to have them subscribe to this as you would an email newsletter.

To answer your question on what makes WA an effective (or in effective) tool for business I'll summarise my opinion below:

Benefits:

• Instant communication
• Global reach - one of the (if not the) most widely used communication apps in the world.
• Cost-effective
• Rich media sharing
• Personalised and efficient interaction with customers

Disadvantages:

• Unsolicited messages (customers must opt in/out of regular updates)
• Risk of spam - constant updates may paint a spammy image of the business in the customer's eyes.
• Professionalism issues - not the best communication method for all industries

Just my opinion and experience with WA! We use it on a daily basis within my business, I love it. Hope this helps.

Thanks, appreciate your response.

 

[JEREMY HAWKE]

Its Ok for Business to Customer but if your dealing with real businesses they will laugh at you

Here accurate communications are very important and if anything deviates from the office email trail then some of that very important info could be missed
For me too many platforms would be a major problem

We run
Landlines only
Email
Track pod to track drivers
Same Day Courier Network to communicate and track sub contracted work

Thats 4 ways to miss something using professional systems