There’s no question WhatsApp Business is loaded with exciting features for brands both large and small.
And much has been said and written about using WhatsApp as a customer support channel. But there are so many more WhatsApp features available on the business app and API that other teams can leverage – in particular sales.
From using labels for customer segmentation and more personalized communication to having access to a comprehensive dashboard, not using WhatsApp for sales would mean losing out on scaling possibilities.
(For more information, here’s a post explaining how they differ: Differences Between WhatsApp Messenger, WhatsApp Business App, and Business API.)
In this post, we’ll go through five features of WhatsApp Business to highlight the benefits of having a WhatsApp Business account for your sales team.
Note that not all of these business features are offered on the free WhatsApp Business app. They can, however, be easily set up and are readily available if you’re using WhatsApp Business via the API.
Now that we’ve clarified that, let’s get straight to the five features of WhatsApp Business all sales personnel should be using.
WhatsApp Business Account Feature #1: Labels
One of the most important parts of running a business is customer segmentation, which is the process of tagging customers and categorizing them in groups for easy identification.
Customers are often segregated according to certain characteristics. This, in turn, helps sales team members to customize their services and communication to their customers.
When it comes to using WhatsApp for sales, a useful WhatsApp Business account feature that helps with customer segmentation is its label feature. This is available on the free WhatsApp Business app.
To access it, simply open your WhatsApp Business app and tap on the three dots at the top right-hand corner, and then select “Labels”.
By default, WhatsApp has created five labels for its business users and even color-coded them.
You’re of course free to edit, add, and remove the labels according to your preferences.
The advantage of using these labels is that they are an easy and visual way to segment your customers when using WhatsApp for sales.
Dealing with a new customer? Find out their pain points, introduce your best-selling products to them, or even talk about your store’s unique value proposition.
Have an order that’s placed but unpaid? Send them a gentle nudge to remind them and a link to the payment page.
You get the gist.
This label feature is also available on the WhatsApp Business API and can be customized to your business needs on a much deeper level and even integrated into your customer relationship management tool.
WhatsApp Business Account Feature #2: Catalog
Another wonderful benefit of a WhatsApp Business account is having access to the catalog feature.
If you’re setting up your WhatsApp Business account for the first time, you’ll be prompted to set up your catalog immediately.
If you prefer to set it up later, you can access it by tapping on the three dots at the top right-hand corner of your app → Business tools → Catalog.
With the WhatsApp catalog, you can enter detailed information about your product. Aside from images, you can also include:
- Product name
- Item code
You’re essentially creating a product catalog within WhatsApp itself. And what this means is that store browsing can take place without having to leave the app, which reduces the possibility of your customers getting distracted and not following through with a potential purchase.
Another benefit of the catalog feature on WhatsApp Business is that you’re able to share your products directly with your buyers in the chat. It also keeps them close to an open channel with you, where they can easily contact you should they have questions about your business or product(s).
The catalog on the WhatsApp Business API offers more advanced features and there are much more sales reps can do with it.
WhatsApp Business Account Feature #3: On-the-Go Replies
Consumers these days place a high value on convenience and communication. As a business, this means meeting them where they are and replying to their queries and concerns as quickly as possible.
Enter: WhatsApp for sales
One of the beauties of using WhatsApp Business is its innate mobility (read: convenience) and popularity among consumers worldwide. Sales reps can use the features of WhatsApp Business to receive and respond to customer messages while on the move, which cuts down response and problem resolution times (two of the key WhatsApp sales chat and agent performance metrics to track).
Want to save more time? You can even set up quick replies on WhatsApp to commonly asked questions.
If you’re on the free business app, it’s as easy as heading to Business tools → Quick replies (under “Messaging).
How this works is you create what’s called a “keyboard shortcut,” which you’ll input to easily respond with a long message.
For instance, WhatsApp has created a default “thank you” quick reply for all new users.
To put this into use, simply go into any chat you wish to send this message to, and type /. This opens up your list of quick replies and you can then select the message you want to send.
Sales agents using this popular WhatsApp Business feature can set up shortcuts for commonly asked questions about products, promotions, and stock availability.
WhatsApp Business Account Feature #4: Multi-Agent
These next two WhatsApp business account features are available only on the WhatsApp Business API.
They are a lot more advanced and are better suited for larger businesses, which is what the API is catered towards.
One of the features of the WhatsApp Business API is the possibility for multiple agents to log into and work out of the same WhatsApp account. This comes in handy when receiving and having to deal with a large volume of queries and customers.
The multi-agent login feature also provides transparency and visibility for your sales team so that your sales agents know just which part of the sales funnel every single customer is at any given moment.
That way, it’s easy for other sales reps to pick up where the conversation was left off should the initial responding rep become unavailable.
WhatsApp Business Account Feature #5: Dashboard
Last but certainly not least, access to a comprehensive dashboard is by and far one of the most popular features and benefits of a WhatsApp Business API account.
Aside from basic metrics like the number of messages received, sent, and delivered in a particular time frame, you can also set it up to view way more in-depth and advanced analytics.
From broadcast performance reports and response rates to even performances of individual sales agents, your WhatsApp Business dashboard is the place to go to have an understanding of your overall WhatsApp strategy – sales included.
It will tell you exactly where you’ve fallen short and where you’re doing exceptionally well so you can finetune your strategy accordingly.
WhatsApp Features on API
There’s no question there are way more advanced WhatsApp Business features and benefits on the API.
Though it may not be suitable for all businesses, especially new ones, it’s a powerful tool growing and larger businesses should consider using.
To learn more about WhatsApp features on the API and how you can enjoy the benefits of a WhatsApp Business API account, feel free to get in touch.
WATI is an authorized WhatsApp Business Service Provider (BSP) and can help you get set up for free.
You can sign up for a free trial here with us or simply get in touch to find out more about how we can help you.