Whether you are just getting started or looking to enhance how your business uses WhatsApp, this short guide will walk you through how to set up and use WhatsApp business messaging effectively.

We will be focusing on the WhatsApp Business App as an entry point into WhatsApp business messaging and then point you to how you can scale to make use of the WhatsApp Business Platform.

Getting Started: Download and set up your Business Profile

To get started, first download the WhatsApp Business App from the Google Play Store or Apple App Store. Then set up your Business Profile by registering using a business phone number; noting, this should be dedicated business phone number.

Once registered, you then will need to populate your Business Profile by adding your business name, uploading a logo, complete your business description, add business hours, location, and website address, and then add your industry category. A full Business Profile increases trust and helps customers confirm they are dealing with a verified business on WhatsApp.

Use messaging tools for the automation of conversations

WhatsApp has built-in tools to automate business communication and create efficient messaging flows.

Quick Replies allows you to create shortcuts for messages that you regularly send to your customers. This can include media messages, such as images, videos, or pricing and FAQs. Using Voice or Automated Greeting Messages you can welcome customers when they message you for the first time. And when using Away Messages, you can let the customers know that you are currently unavailable when they contact you out your business hours. These features save you time, minimize manual responses, and help keep your customer service consistent.

Organize your chats with labels

Making use of Labels in the WhatsApp Business App let you easily follow conversations with your customer; it works similarly to how you use labels to organize your emails. You can categorize chats with the following labels to capture the customer journey within WhatsApp: orders pending, completed orders, and payment pending. Labels keep your communication structured and ensures no customer message gets lost.

Showcase Your products with WhatsApp catalogues

Catalogues allow you to showcase your products or services directly in your WhatsApp business account. All listings need a unique title, at least one image, and their country of origin when setting up a catalogue. Further details needed are price, product or service description, and a website link. The benefit of catalogues is that customers can browse and inquire without ever leaving a WhatsApp chat with your business, reducing friction, and increasing the speed to convert scrolling into a sale.

Use a broadcast list for announcements

WhatsApp business messaging lets you send broadcast messages to multiple customers at once. Broadcasts to a list are great for sending promotions, important product or service announcements, or booking reminders. Unlike groups, broadcast messages appear as private chats in your customer’s WhatsApp channel, making communication personal and direct.

However, using the WhatsApp Business App has messaging limitations when you begin to grow your business and need to engage with a larger customer base.

Growing your business: Upgrade to WhatsApp Business Platform

As your business grows, you will want to scale your messaging by using automation and pre-approved messaging templates to reach more customers. Another driver for scaling-up your solution is when you see the need for detailed analytics and delivery reports to measure your WhatsApp campaign success rate.

When you are ready to take the next step in WhatsApp business messaging, look to a messaging partner, like Kero, to help you integrate with the WhatsApp Business Platform. This solution is geared to support growing business and established large enterprises who require advanced mobile communication features along with the convenience of WhatsApp chats with customers.

We are finding that businesses that start small can explore the benefits of WhatsApp business messaging features. As their business grows, and they rely on a messaging partner to help them integrate with the WhatsApp Business Platform, they can smoothly transition to a solution with more advanced automation and scalability to match their WhatsApp business messaging needs.

For more information about WhatsApp business messaging, contact the Kero team.