In today's digital transformation, communication between people is more than just making phone calls. According to Facebook’s messaging application WhatsApp announced in February 2022, its global user base has exceeded 2 billion. (Data Source: HKET, February 13, 2020)
In Hong Kong, WhatsApp is one of the most commonly used messaging apps used for daily chatting with friends and family. Several years ago, many companies started using WhatsApp for work, whether it was for internal communication with local and overseas colleagues, or for interacting with customers and implementing marketing strategies.
The main reason is that WhatsApp is more convenient than email, but it does not require to be as instantly available to start a conversation as a phone call. Also, WhatsApp supports group conversations, as well as sharing photos and videos, making team discussions more convenient.
Different Types of WhatsApp Products - WhatsApp, WhatsApp Business App and WhatsApp Business Platform.
Tips and Best Practices:
WhatsApp Messenger
WhatsApp is a popular messaging app that allows users to send text messages, make voice and video calls, share media files, and engage in group chats. It is free of charge and mainly for personal use.
WhatsApp Business Messenger
WhatsApp Business is a free platform designed for startups and small businesses. It helps build a professional image and facilitates interaction with customers. In addition to basic functions, it also offers additional features that can benefit businesses, such as:
Creating Business Profile
Business profiles on WhatsApp allow customers to access important business information, including business name, phone number, address, opening hours and company profile. This comprehensive information makes it easy for customers to find and contact your business, promoting convenience and seamless communication.
Automated and Quick Response Message
Instant responses are essential for companies, but there may be situations where immediate replies are not feasible, such as outside of business hours or when there is a high volume of messages to attend to. In such cases, the automated message feature can be beneficial. It acknowledges receipt of the customer's message and informs them that a colleague will respond at a later time. This can definitely improve customer satisfaction, but of course, you have to follow up with an actual response afterwards.
WhatsApp Business Platform
WhatsApp's latest feature, WhatsApp Shop, is an e-commerce platform that enables businesses across various industries, including retail, food and beverage, to sell their products to customers online and offline. This platform provides businesses with the flexibility to conduct sales at any time within the WhatsApp platform. The advantage of WhatsApp Shop includes:
Convenience and Accessibility
Customers can conveniently complete their purchasing process on WhatsApp eShop without the need to download an additional app separately. This eliminates the hassle of taking up valuable storage space on their mobile devices. By offering a seamless shopping experience within WhatsApp, customers can enjoy a streamlined and clutter-free shopping journey.
Local Edge In Hong Kong
WhatsApp holds a distinct advantage due to its widespread familiarity among almost all smartphone users in Hong Kong. While other messaging apps may provide comparable e-shop features, WhatsApp stands out with its local advantage. Customers can effortlessly access the company's page within WhatsApp, enhancing convenience and ensuring a seamless shopping experience.
The Power of System Integration
If your WhatsApp shop is seamlessly integrated with other systems, like POS and warehouse management systems, upon a customer successfully placing an order, they will be automatically redirected to the payment page for completing the payment process. Simultaneously, your logistics warehouse will promptly receive a notification to prepare, package, and ship the order. This streamlined integration ensures efficient order fulfillment and enhances the overall customer experience.
Furthermore, by integrating WhatsApp e-shop with a Customer Retention Program, reward points can accumulate in real-time. This integration enables the seamless management of marketing activities, including sending promotions and reminders to customers regarding expiring reward points and other personalized information, all through WhatsApp. This holistic approach fosters customer retention, transforming them into loyal patrons of your business.
To Conclude…
All in all, WhatsApp has become a powerful tool in today’s marketing strategies, offering businesses a wide range of benefits and opportunities. Clearly, investing resources in developing such innovative technologies will become a common trend among companies aiming to strengthen customer relationships and achieve sustainable growth.
Don’t want to stay behind? Contact us today and we will provide you with professional consulting and technical assistance.
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