How to Install and Use WhatsApp Business for Your Company
WhatsApp is the most popular messaging app in the world, with over 2 billion users. It's not only a great tool for personal communication, but also for business. Whether you have a small or large business, you can use WhatsApp to connect with your customers, showcase your products and services, and grow your brand.
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But how do you get started with WhatsApp for business? In this article, we'll explain what WhatsApp Business is, how it differs from WhatsApp, and how to install and use it for your company. We'll also show you how to integrate WhatsApp with a CRM or customer support software to manage your conversations at scale.
What Is WhatsApp Business and How Is It Different from WhatsApp?
WhatsApp Business is a tool for businesses to communicate with their customers over the platform. It is built on top of WhatsApp Messenger and includes all the features that you rely on, such as multimedia, free calls, group chat, and end-to-end encryption. There are two ways to use WhatsApp for business: WhatsApp Business App and WhatsApp Business Platform.
WhatsApp Business App vs. WhatsApp Business Platform
The app is for small businesses who personally manage conversations with customers. To get started with the app, you need to download it and create a profile for your business. The app allows you to have both WhatsApp Business and WhatsApp Messenger installed on the same phone, but each app must have its own unique phone number.
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The platform is for medium to large businesses who communicate with customers at scale through programmatic access. To use the platform, you need to apply for a WhatsApp Business account and get approved by Meta (the company that owns WhatsApp). You also need to choose a provider that offers WhatsApp Business API integration, such as Zendesk or Mekari Qontak. The platform allows you to connect your WhatsApp number to a CRM or customer support software and send messages using templates.
WhatsApp Business Features and Benefits
WhatsApp Business has some extra features and benefits that make it more suitable for businesses than the regular app. Here are some of them:
Business profile: You can create a profile for your business that includes your logo, website, address, business hours, categories, and catalog. This helps your customers find valuable information about your business and trust who they're chatting with.
Catalog: You can showcase your products and services in a catalog that customers can browse within the app. You can add images, prices, descriptions, links, and codes for each item. This makes it easy for customers to discover what you offer and place orders.
Messaging tools: You can use special tools to automate, sort, and quickly respond to messages. For example, you can use labels to organize your chats by status or topic. You can also use greeting messages, quick replies, and away messages to improve your response time and customer satisfaction.
Message templates: You can create and send message templates for different conversation categories, such as marketing, utility, authentication, and service. These templates must be approved by Meta before you can send them to your customers. These templates help you comply with the WhatsApp Business policy and ensure a consistent and professional tone.
Analytics: You can access metrics such as the number of messages sent, delivered, read, and received. This helps you measure the effectiveness of your communication and identify areas for improvement.
WhatsApp Business can help you reach more customers, increase your sales, and improve your customer loyalty. According to a study by Meta, 68% of people who message businesses on WhatsApp say they are more likely to buy from them, and 77% say they are more likely to recommend them to others.
How to Download and Set Up WhatsApp Business App
If you want to use the app for your small business, here are the steps you need to follow:
Step 1: Download the App from Google Play Store or App Store
The app is available for both Android and iOS devices. You can download it from the Google Play Store or the App Store. Make sure you have enough space on your phone and a stable internet connection.
Step 2: Verify Your Business Phone Number
After installing the app, open it and agree to the terms and conditions. Then, enter your business phone number and verify it with a code sent via SMS or a phone call. You can use a landline number or a mobile number, but it must be different from the one you use for WhatsApp Messenger. You can only have one WhatsApp Business account per phone number.
Step 3: Restore Your Chat History from WhatsApp Messenger (Optional)
If you want to keep your chat history from WhatsApp Messenger, you can restore it from a backup. To do this, make sure you have a backup of your WhatsApp Messenger data on Google Drive or iCloud before switching to WhatsApp Business. Then, follow the instructions on the screen to restore your chat history. Note that this will overwrite any existing chat history on WhatsApp Business.
Step 4: Set Your Business Name and Profile
Next, you need to set your business name and profile. Your business name will be visible to your customers and cannot be changed later, so choose it carefully. You can also add a profile photo, a short description, and other details such as your website, address, business hours, categories, and catalog. You can edit these details later by going to Settings > Business Tools > Business Profile.
Step 5: Build Your Catalog and Messaging Tools
Finally, you need to build your catalog and messaging tools. Your catalog is where you can showcase your products and services to your customers. To create your catalog, go to Settings > Business Tools > Catalog and tap on Add Product or Service. You can add images, prices, descriptions, links, and codes for each item. You can also share your catalog with customers by tapping on the attachment icon in a chat and selecting Catalog.
Your messaging tools are where you can automate, sort, and quickly respond to messages. To set up your messaging tools, go to Settings > Business Tools > Messaging Tools. You can create labels to organize your chats by status or topic. You can also create greeting messages, quick replies, and away messages to improve your response time and customer satisfaction.
How to Use WhatsApp Business Platform with a CRM or Customer Support Software
If you want to use the platform for your medium to large business, here are the steps you need to follow:
Step 1: Apply for a WhatsApp Business Account and Get Approved by Meta
To use the platform, you need to have a WhatsApp Business account that is verified by Meta. To apply for an account, you need to fill out a form with some information about your business, such as your name, website, industry, location, and contact details. You also need to agree to the WhatsApp Business policy and provide a valid reason for using the platform.
After submitting the form, you will receive an email from Meta with the status of your application. If your application is approved, you will get access to the WhatsApp Business Platform dashboard, where you can manage your account settings and message templates.
Step 2: Choose a Provider that Offers WhatsApp Business API Integration
To connect your WhatsApp number to a CRM or customer support software, you need to choose a provider that offers WhatsApp Business API integration. A provider is a third-party service that helps you set up and maintain the connection between WhatsApp and your software. Some examples of providers are Zendesk, Mekari Qontak, Twilio[^ Step 3: Connect Your WhatsApp Number to Your CRM or Customer Support Software
Once you have chosen a provider that offers WhatsApp Business API integration, you need to connect your WhatsApp number to your CRM or customer support software. This will allow you to send and receive messages from your customers within your software interface. You can also sync your contacts, manage your conversations, and track your performance.
The exact steps to connect your WhatsApp number to your software may vary depending on the provider and the software you use. However, the general process is as follows:
Log in to your provider's dashboard and go to the WhatsApp section.
Enter your WhatsApp number and verify it with a code sent via SMS or a phone call.
Select the CRM or customer support software you want to integrate with and follow the instructions to authorize the connection.
Test the connection by sending and receiving messages from your software interface.
Step 4: Create and Send Message Templates for Different Conversation Categories
To communicate with your customers on the WhatsApp Business Platform, you need to use message templates for different conversation categories. Message templates are pre-approved messages that you can send to your customers for specific purposes, such as marketing, utility, authentication, and service. You can also personalize these templates with variables, such as name, date, time, and order number.
To create and send message templates, you need to do the following:
Create message templates in your provider's dashboard or in your software interface. You can use the existing templates provided by Meta or create your own custom templates. You need to specify the category, language, content, and variables for each template.
Submit your message templates for approval by Meta. This may take up to 48 hours. You can check the status of your templates in your provider's dashboard or in your software interface.
Send message templates to your customers using your software interface. You can only send message templates to customers who have opted in to receive messages from you and who have an active chat session with you (within 24 hours of their last message). You can also use message templates to reply to customer-initiated messages.
Step 5: Monitor and Manage Your Conversations with Customers at Scale
The last step is to monitor and manage your conversations with customers at scale using your CRM or customer support software. You can use various features and tools to improve your communication efficiency and quality, such as:
Tickets: You can create tickets for each customer inquiry and assign them to different agents or teams. You can also track the status, priority, and resolution time of each ticket.
Chatbots: You can use chatbots to automate some of the common tasks and questions from your customers, such as booking appointments, confirming orders, providing information, and collecting feedback. You can also use chatbots to route customers to the right agents or teams based on their needs.
Analytics: You can access analytics and reports on various aspects of your communication performance, such as the number of messages sent, received, delivered, read, replied, and resolved. You can also measure customer satisfaction, retention, and loyalty.
Conclusion
WhatsApp Business is a powerful tool for businesses of all sizes to communicate with their customers over the platform. It offers two ways to use it: WhatsApp Business App for small businesses who personally manage conversations with customers, and WhatsApp Business Platform for medium to large businesses who communicate with customers at scale through programmatic access.
To install and use WhatsApp Business App, you need to download it from Google Play Store or App Store, verify your business phone number, restore your chat history from WhatsApp Messenger (optional), set your business name and profile, and build your catalog and messaging tools.
To use WhatsApp Business Platform with a CRM or customer support software, you need to apply for a WhatsApp Business account and get approved by Meta , choose a provider that offers WhatsApp Business API integration, connect your WhatsApp number to your CRM or customer support software, create and send message templates for different conversation categories, and monitor and manage your conversations with customers at scale.
WhatsApp Business can help you reach more customers, increase your sales, and improve your customer loyalty. It can also help you save time, money, and resources by streamlining your communication processes and integrating them with your existing software systems.
If you want to learn more about WhatsApp Business and how to use it for your company, you can visit the official website or contact us for a free consultation.
FAQs
What are the requirements to use WhatsApp Business?
To use WhatsApp Business, you need to have a valid phone number, a smartphone with Android or iOS operating system, and an internet connection. You also need to comply with the WhatsApp Business policy and the Meta Commerce Policies.
Can I use the same phone number for WhatsApp Business and WhatsApp Messenger?
No, you cannot use the same phone number for both apps. You need to have a separate phone number for each app. However, you can use both apps on the same phone.
Can I use WhatsApp Business on multiple devices?
Yes, you can use WhatsApp Business on multiple devices, such as your phone, tablet, laptop, or desktop. You can do this by using the WhatsApp Web or WhatsApp Desktop feature. However, you can only have one active session at a time.
How much does WhatsApp Business cost?
WhatsApp Business App is free to download and use. However, you may incur data charges from your mobile network provider for using the app.
WhatsApp Business Platform is not free to use. You need to pay a fee to Meta for each message template that you send to your customers. The fee varies depending on the country and the type of message. You may also need to pay a fee to your provider for using their service.
How can I get support for WhatsApp Business?
If you have any questions or issues with WhatsApp Business, you can contact the WhatsApp Business Support team through the app or the website. You can also visit the Help Center or the FAQ section for more information and guidance. 44f88ac181
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