In this complete article we will show you in detail how WhatsApp Business works by trying to clarify any doubts
WhatsApp Business is a messaging application available for free on Android and iOS, designed for small businesses.
This is an alternative version of the classic version of WhatsApp, officially released by META, which aims to allow small companies to communicate effectively with their customers. The WhatsApp Business interface is almost identical to the classic WhatsApp but it has additional features designed for companies, so it can represent an interesting opportunity to create a more direct relationship with the public.
The WhatsApp Business application is not to be confused with the WhatsApp Business API, which represent a third and advanced solution to take advantage of this channel at a company level.
The WhatsApp Business application can be used by all those companies wishing to offer this channel to communicate with their customers.
WhatsApp Business is the free version offered to small companies that want to integrate WhatsApp into their communications with customers via a company profile, and it offers basic features such as, for example, quick replies, product catalogues or labels.
On the other hand, WhatsApp Business APIs allow you to connect a WhatsApp line to external platforms typically geared to the sales’ management or customer support that permits structured and scalable management of communication with the customer through the messaging app.
Directly from the Google Play Store or the App store.
Once the WhatsApp Business application has been downloaded and installed, we will have to configure the phone number that we would like to use to communicate with customers. It is not possible to use the same phone number that you use for the classic WhatsApp application; in fact, you will have to dedicate a separate phone number to the Business version or, possibly, transfer your current number, while losing the messaging features of the traditional version.
Yes, it is possible to create a WhatsApp Business account with a landline number.
The only requirement is to be able to receive a verification call from a WhatsApp bot during the account activation phase. During the call, a numeric code will be dictated which will be used to confirm the account.
With WhatsApp Business, you can customize some aspects of the account. It is possible to set the company address, the Business’ description, the email address and any opening hours. It is possible to set two types of automatic messages: a “Welcome message” and an “Absence message”. Another interesting feature is the ability to set “Quick Answers”.
In addition to the features listed above, all other features on WhatsApp will be equally available. If your company has more specific needs, such as the possibility of using the same WhatsApp Business number on an unlimited number of devices, of dividing conversations by departments, of creating automatic sorting and assigning chat flows, then you will have to opt for the WhatsApp Business API.
To set up automatic messages of WhatsApp Business you must enter the settings of your WhatsApp Business account, and select “Activity tools”.
Two types of automatic messages are available on WhatsApp Business: the “Welcome message” which will serve as an autoresponder following the customer’s first message and an “Absence message” which will be sent automatically to your contacts who will contact you outside the opening hours set.
If your company is looking for further automation mechanisms with WhatsApp Business (such as automatically distributing WhatsApp Business chats among various members of a company team, in this case it will be necessary to opt for solutions that integrate the WhatsApp Business APIs.
The WhatsApp Business application does not present any statistics module dedicated to the flow of communications transiting on WhatsApp.
Callbell, the first CRM integrated with the WhatsApp Business API, provides a section dedicated to WhatsApp Business channel’s statistics. These statistics can be viewed in our dedicated Analytics module. In this section, interesting insights will be easily identified that you will need to set up your business strategy: response times, chat volume in real time, tags and much more.
Yes, it is possible. Transferring the account from WhatsApp-to-WhatsApp Business is a simple and safe procedure.
1) Update WhatsApp app and download WhatsApp Business
2) Open WhatsApp Business application
3) Make sure WhatsApp Business application remains open and the phone is switched on
4) WhatsApp Business automatically identifies the phone number you use on WhatsApp. In order to continue, tap the option with the business number
5) If the phone number that appears is not the one you want to use, tap USE ANOTHER NUMBER and follow the normal verification process
6) Tap CONTINUE> ALLOW to allow WhatsApp Business to access your chat history and media files
7) Enter the six-digit SMS code to verify your number
8) Create your business profile> tap NEXT
9) You can continue to edit the business profile after the WhatsApp Business account has been activated
If you have successfully backed up, your chat history and media will be transferred automatically.
If you have successfully backed up, your chat history and media will be transferred automatically, while your business information (for example, business profile, product catalogue, labels, etc.) will be permanently deleted.
WhatsApp Business works exactly like normal WhatsApp with the difference that the WhatsApp Business account provides all the information and tools for corporate, organization, store and company communications.
The main difference between normal WhatsApp and WhatsApp Business app is in the profile card: while the personal one contains only name, status and photo, with the dedicated Business app we will be able to show a real business card, with all the useful information to be recognized and found by customers: name, logo, photo, description, opening and closing hours, website, email address, etc.
In addition to the most used application for private use, WhatsApp offers two further options for companies. Here is a summary of the differences between WhatsApp Business and WhatsApp Business API.
1) The WhatsApp Business application is a completely free application that can be downloaded from the Google Play Store or the App store. It represents the ideal choice for small businesses that use this channel to communicate with customers.
2) The WhatsApp Business API is the solution specifically designed for large and/or growing companies. This version provides advanced and unique features, optimized for the corporate environment and that you will not find in normal WhatsApp Business.
The WhatsApp Business APIs allow you to connect a WhatsApp line to external platforms typically geared to the sales’ management or customer support that permits a structured and scalable management of communication with the customer through the messaging app.
This solution is designed for medium/large companies that manage large volumes of conversations, and that need to structure their sales or support teams in an organized and efficient way.
Thanks to the WhatsApp Business API, in addition to the ability to reproduce (almost all) the features that are already present in the standard version of the WhatsApp app, they will allow you to:
1) Connect a WhatsApp API account to a multi-user platform.
2) Spread content quickly (with some restrictions on promotions).
3) Centralize customer communications in a single number
4) Get detailed reports related to chats.
5) Create chatbots
Here’s how to create a WhatsApp Business link to allow your customers to communicate with your company on WhatsApp.
To create the link is very simple:
This is the structure of the link — https://wa.me/ <number> — where <number> refers to the telephone number of your WhatsApp Business account in the international format. You must not include any zeroes, brackets, or hyphens when adding the number in international format.
Example: if the number is +39 0234345677, the WhatsApp Business link will be https://wa.me/390234345677
The QR Codes available on WhatsApp Business from 2020. To create a QR code for WhatsApp Business follow the guide below.
Android
Open WhatsApp> tap More options> Settings.
Tap the QR code icon next to your name.
iOS
Open WhatsApp> Settings.
Tap the QR code icon next to your name.
The app allows you to obtain a QR Code for your profile to share directly with other users.
The WhatsApp Business application, which can be downloaded from the Google Play Store or App Store, is completely free. Not to be confused with the WhatsApp Business API which is a paid solution.
The easiest way to generate leads on WhatsApp Business is to take advantage of the “click to chat” feature offered by WhatsApp Business.
The possibilities for a company that operates online to generate leads on WhatsApp business can be summarized in 3 types:
1) Chat started from the website (via “click to chat” buttons or widgets)
2) Chat started via social networks (Facebook, Instagram)
3) Chat started via paid Ads (Google Ads, Spotify, Facebook Ads)
In order to allow companies to structure a support channel through WhatsApp Business, the company owned by META in August 2018 made available a first version of its API (Application Programming Interface).
To date, this service offered by WhatsApp has finally concluded its beta phase and is accessible to all those businesses that wish to implement solutions that help integrate WhatsApp into their customer service channels.
To have a double WhatsApp account on the same phone, you will need to install regular WhatsApp and WhatsApp Business. There are several ways to use WhatsApp and WhatsApp Business on your smartphone together:
a) Using a Dual SIM phone: this is certainly the simplest method, considering that many modern smartphones have two SIM slots.
b) Activating a WhatsApp Business account by using a landline number: many companies still have a landline and, compared to normal WhatsApp, we can also use a landline number (when checking for confirmation, it will need to be done via phone call).
c) Using a smartphone with profile separation: functionality available for example on smartphones such as Xiaomi or Oppo.
Using WhatsApp Business from desktop offers an obvious advantage: being able to comfortably access all customer information that is saved on our work computer.
If you use the WhatsApp Business channel regularly for work, you could consider a CRM integrated with WhatsApp Business that allows you to further increase the efficiency in managing the channel.
It is not possible to open WhatsApp Business from multiple smartphones simultaneously.
In fact, the application, despite having a multi-device version (in beta), does not provide for this possibility and allows the use or the WhatsApp account exclusively on a smartphone and 4 PCs associated with WhatsApp Web.
If in the company you need to use WhatsApp Business from multiple smartphones at the same time, it is necessary to resort to alternative tools that make this possible such as Callbell.
WhatsApp Business allows you to simultaneously connect up to a maximum of 4 PCs with QR integration in beta.
If you need to connect a greater number of stations in WhatsApp Business multi-agent mode, you will need external solutions (such as callbell.eu) that will allow you to manage this channel in a more structured way and to have an unlimited number of users connected simultaneously to the same WhatsApp Business account.
About the author: Hello! I am Alan and I am the marketing manager at Callbell, the first communication platform designed to help sales and support teams to collaborate and communicate with customers through direct messaging applications such as WhatsApp, Messenger, Telegram and Instagram Direct
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