Unlike traditional social media marketing, WhatsApp does not focus on broadcasting content to users. Instead, successful WhatsApp campaigns focus on two-way interactions between brands and customers. Participation is key – it is no longer enough to just throw posts at your audience and hope someone decides to click on it. Make the customers come to you, instead.
WhatsApp also places a deliberate limit on group messaging – both groups and one-way broadcasts lists are limited to 256 users each. As such, there is an inherent emphasis on one-to-one communication.
Key Features of WhatsApp
WhatsApp offers several features that are important from a marketing standpoint. Although one-to-one and group chats don’t need an explanation, broadcast lists do – they’re basically a one-way group chat, in which the broadcast list owner sends out their content to their followers. These, however, are limited: 256 users, no more than that.
Recently, WhatsApp expanded its business offerings. Medium and large companies can enjoy access to their API – many apps already make great use of it. Smaller businesses can use the WhatsApp Business API which contains all of the essential functionality.
WhatsApp as a customer service channel
Of course, WhatsApp also makes for an excellent customer service channel. Messaging apps are already edging out phone calls and other “traditional” ways for customers to get in touch with brands, and it’s easy to see why – the convenience of messaging support on your phone and receiving an answer within minutes cannot be beat.
Due to the demographics involved, brands interested in conducting customer care through WhatsApp should only really be wary of one thing – response time. As most users of WhatsApp are millennials and Gen Z, they are accustomed to instant gratification and won’t stand for long wait times.
Otherwise, the usual rules apply: be direct, make sure you don’t waste the customer’s time, don’t overstay your welcome.
WhatsApp is here to stay – with over one and a half billion users, it’s hard to imagine anyone toppling its dominance any time soon. Investing in WhatsApp marketing is not only the smart choice, it may soon become a necessity – especially if your target demographics are millennials and Gen Z.
As such, you should look into proper tooling to make your life easier. Customer service automation solutions, such as our own SentiOne, already offer or are introducing WhatsApp support in order to fully take advantage of this exciting new platform. If you’re not yet using a customer service automation package – or are in need of a top-of-the-line chatbot solution – contact us and schedule a free demo.
Optimize Your Sales Figure with WhatsApp Marketing
Compared to other social media platforms, WhatsApp has the most monthly users, roughly more than 1,5 billion of them. This is what drives top companies around the world to utilize this chat platform to market their products through WhatsApp marketing.
Two main keys that differentiate WhatsApp from other social media platforms are; it’s more personal and the messages conveyed are authentic. Besides, the user number growth is what makes WhatsApp marketing interesting.
However, WhatsApp has limitations. WhatsApp does not have advertising features thus grabbing potential customers to contact you via WhatsApp requires creativity. Moreover, WhatsApp group chat also limited to 256 recipients at a time. That’s why WhatsApp is not the best option for you to run a large scale campaign.
Therefore you need a strategy to increase sales with WhatsApp marketing. Here are some of them:
WhatsApp Marketing Strategy
Improved customer service
WhatsApp is the best platform to increase conversion rates. According to a survey conducted by Nielsen, more than 67 percent of respondents prefer to communicate via chat with businesses. Also, 53 percent of respondents prefer shopping with stores that respond to their chat.
This data proofs that chatting helps you increase sales and provide better customer service. Not only that, WhatsApp’s features such as chat, voice chat, and video calls are useful to provide better assists for your customers. You also can provide better and faster services to your customers by using WhatsApp Web on your PC or laptop.
Leverage WhatsApp features
WhatsApp has a myriad of features that can be used to maximize your sales. For example, you can post announcements about your business on your status. You can post a status update about ongoing promotions, or tell your customers to take a screenshot of a QR code that you post on it and get a discount when shopping at your store.
Another useful WhatsApp feature is location sharing. If your customers asking where your business is located, you can share your business location via WhatsApp. Then your customers only have to open the message and Google Maps will direct them to your location.
Make interesting messages
The main advantage of WhatsApp marketing is its personal and authentic nature. But to grab your customers’ attention, you have to be super creative when composing the message. Luckily, WhatsApp has the features you need.
There are various formatting options that you can utilize. For instance, you can bold or italicize to emphasize your words. To bold, put your words between asterisks (example: * bold *). As for italic, put them between underscore (example: _italic_).
You can also send videos, GIFs, and pictures along with your message, to make it more appealing to customers. But avoid spamming entirely. Send your message in paragraphs so it’s easier on the eyes. Keep it brief and interesting.