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The title of this blog may be a bit of a tongue twister (Copywriters and their Jedi mind tricks), but one thing that definitely won’t bake your noodle is the WhatsApp Business app.

Like the name suggests, WhatsApp Business is a standalone application designed specifically for businesses that want to connect with, and market to, their clients and customers instantly on the number one messaging app in the world. With 1.5 billion active WhatsApp users in 180 countries and growing, it’s easy to understand why. The benefits for brands are plentiful.

Like its big brother WhatsApp Messenger, the business version enables direct two-way and group communication between individuals via text messages, voice notes, and voice and video calls, while also allowing users to share images, documents, locations and other media. However, there are additional tools to help you run your business with greater efficiencies. When combined with creative marketing ideas, these tools enable greater lead generation, strengthen customer-brand relationships, provide instant support service, and allow for direct sharing of business news, specials, promotional offers and more. Here’s what you need to know about the different features when using WhatsApp Business.

The Logo

When downloading the free app from the Google Play or Apple App stores, it is identifiable by the familiar green-and-white chat box logo, however, the telephone icon has been replaced with a capital letter B.

Your Business Profile

This is where you create a profile for your business, outlining pertinent information such as your company website, location and contact information, which is important for customers when finding and contacting your business.

Two Apps – One Smartphone

WhatsApp Messenger and WhatsApp Business can be installed on the same phone, provided each app has its own unique number. This a handy way of managing personal and professional communication conveniently from one device. WhatsApp Business may also be set up using a landline. During the verification stage, a registration code is received via a phone call. Even if the app is used for personal correspondence as well, the ability to set automated away messages (like out-of-office messages on email) helps you manage your clients expectations based on your availability.

Desktop Friendly

Behind your laptop and want to send/read a message without reaching for your smartphone? The app is desktop-friendly, allowing you to respond to your customers right from your computer’s browser.

Messaging Tools

To send notifications to customers, businesses are required to make use of Message Templates. These can be built in advance and be used as automated responses to customer queries. One may create standardised greeting messages to engage with new customers, set “away” messages to let customers know when they are available or build an anthology of quick replies to FAQs for communication convenience.

Categorise Your Contacts

WhatsApp Business offers different options for the organisation of contacts using their label system, allowing you to categorise contacts into different groups i.e. clients, brands, staff, resolved and unresolved queries etc.  Additionally,  if you use a CRM that integrates with WhatsApp, the contacts from the CRM can be imported to the app, allowing conversations to be managed from there. The two platforms work together to import contacts’ information onto your business dashboard.

Web & Facebook Integration

Faster than an online “Contact Us” form, integrating the app into your website or Facebook Business page allows you to respond to customer feedback with immediacy over live-chat functionality. Individuals can click the targeted button on the platform to reach your WhatsApp Business contact easily, which goes a long way in increasing customer feedback response times and enhancing your overall company impression from a customer relations point of view. Studies show that customers are more comfortable engaging over live chat as one-on-one, real-time conversations offer more opportunity to discuss their needs/concerns/joys with greater detail and insights.

Short Links

If you don’t have a business website yet (in which case read more about our affordable web-development options) an easier way for customers to get in touch with you is through short links. It  enable customers to connect with your business by responding to a link that you send out or post online. Audiences may respond using the auto-generated message available, which can be edited, or they may draft their own messages from scratch.


Catalogs are a mobile storefront for businesses to showcase and share their goods so that people may easily browse and discover something they would like to buy. These can be updated as often as you like, bringing your business’ offering to consumer awareness instantly, and on regular rotation.

Social media moves fast. Make sure that you stay updated on other useful apps, technologies and new media that are simplifying business and providing new vehicles for growth by checking our blog regularly.

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