WhatsApp has been continuously evolving in the business domain. With over 2 billion users, it has created ample opportunities for businesses to reach out to their target customers. For this to be feasible, Meta has launched many features to help small-scale businesses to large-size companies. One of the most popular avenues is the WhatsApp Business account. In this blog, you will learn everything about what is a business account on WhatsApp, its features, comparison, and many more.
What is Business Account on WhatsApp?
In the year 2018, WhatsApp realized that there is considerable scope for helping businesses and monetizing their platform. This is why Meta (parent company of WhatsApp, Instagram, and Facebook) decided to create a separate new platform that caters to conversational services to all levels of businesses. The platform was named WhatsApp Business.
WhatsApp Business is an app available all across the globe in the Google Play and Apple app stores. Through this app, companies can create a business account (for free) to communicate with their customers. It has a wide range of tools that is useful for customer interaction, engagement, retention, and acquisition. Features range from automating messages to showcasing your products which functions similarly to e-commerce websites.
The business app is visually similar to your personal WhatsApp messenger, and it operates on a mobile, tablet, desktop, and laptop devices. You can make a business account on WhatsApp using just a phone number. Ideally, we recommend using an official/business contact number while registering an account.
Features of WhatsApp Business account
We will discuss some key features in this section for your easy reference.
1. Free to use!
This is a huge boon, especially for small-scale businesses that want to grow digitally without financial burden. But it has some limitations, like you can’t use the advanced features that are only available to Business API users, which we will discuss later in this blog.
2. Versatile app
As the app can be used on multiple devices, it is convenient for company owners and customers to engage with it. You can also link the same phone number up to four additional devices. Even when it comes to space consumption, the size is minimal, and this largely helps when it comes to operating this application in low-specification devices without any lags.
3. Multitasking
If you want to use your personal WhatsApp messenger with the WhatsApp Business app, you have the full authority to do so. Both platforms have separate operations, and you don’t have to face overlapping data issues.
4. Backup
An essential feature when it comes to maintaining customer data. You can create a backup through third-party applications like – Google Drive. It also helps you in restoring data when you migrate to another device. Storing the data using local backup is another option, but ensure that you maintain the files accordingly.
5. Creating a business profile
A business profile helps you to create an identity for your company. The profile section lets you update your official address, website link, a short description of what your business does, and many more. This helps in brand identification for your customers and helps them understand about the solutions that are offered.
6. Catalogue
The catalog feature is the most used component in the WhatsApp Business app. This feature allows you to showcase products or services in the form of a catalog which helps customers to browse for your solutions. You are entitled to insert a price, a photo, a short description, and a link for every item you create.
7. Run ads
Meta has simplified this platform so that you can run paid advertisements on Facebook and Instagram. This is mainly done to generate a user base for your WhatsApp business account. They can be later converted to potential customers based on the pitch of your profile and catalog that you showcase to the end user.
8. Ease of communication
To make conversations more swifter, WhatsApp has introduced click-to-chat links and QR code features that allow users to start conversations in just one click. Hugely beneficial when a user wants to link your business profile to their contact list without using traditional practices (manually adding a phone number and storing it).
9. Message Automation
WhatsApp Business has become famous primarily for this reason – message automation. You can find three messaging components when it comes to automation.
9.1 Greeting messages
With the help of greeting messages, you can make your customers feel special by setting up welcome messages when your customers start interacting with your business profile.
9.2 Away messages
Away messages are set whenever you’re not active on your business profile. You can manually configure it or use an automated feature by linking it to your working hours.
9.3 Instant replies
You can sort the frequent queries by analyzing your past customer interactions and setting up instant replies. This can be done with the help of keywords like – working hours, product availability, etc.
10. Organising your data
Data sorting can be done with the help of labels featured on WhatsApp. You can label your customer’s chat as a new customer, paid, enquired, pending, order fulfilled, and so on.
Related: Check out WhatsApp Chatbot Features
Types of WhatsApp Business Accounts
There are basically two types of WhatsApp Business accounts available to business owners.
1. WhatsApp Business App
This is a traditional business app available for Android and iOS users. You can utilize all the above features listed and manage your communication activities with your audience.
WhatsApp Business app is suitable for small businesses with minimal revenue and a customer base. Businesses can majorly utilize message automation and catalog feature. Some of the handy features to look out for are setting up greeting and away messages.
You can install up to 5 devices comprising 1 primary (mobile) and 4 additional devices, which can be tablets or laptops.
2. WhatsApp API account
Within WhatsApp API, you can find two subgroups divided: WhatsApp Business API and WhatsApp Cloud API accounts. Both the APIs have been made for medium to large-scale organizations. Depending upon the usage, budget, and tech stack, companies need to opt respectively.
WhatsApp Business API
It is commonly referred to as WhatsApp on-premises API. It would be best if you reached out to a Business Solution Provider (BSP) to receive this API. They are the mediator who plays the role of getting approvals between your business and WhatsApp. Charges can vary from BSP depending upon what additional solutions they are offering.
WhatsApp Cloud API
WhatsApp Cloud API allows businesses to apply directly for an API account using Meta’s platform. You do not have to pay any mediator or platform to obtain this cloud API. But to do this, businesses should be equipped with technical developers who can do this job. If you do not have the right skills or workforce, you can choose to take assistance from BSPs. But these activities will come at an extra cost.
Pros of using WhatsApp Business account
There is a wide range of benefits to using a WhatsApp Business account. Especially in terms of communicating with customers. We have seen businesses using it from customer service to sales, and the experience has been excellent.
1. Ethical
Unlike WhatsApp marketing software, which is unethical and widely available on the internet, WhatsApp’s business account is entirely different. It is an official app solely made for business owners to help them effectively communicate with their target audience.
2. EU policy compliant
You do not need to worry about the regional compliance of using WhatsApp business as they follow all the norms of storing the data in their respective company servers so that there’s no damage to one’s privacy.
3. Scalability
With the help of WhatsApp business APIs, you can take your business to a whole new level as they offer you personalized messaging solutions like a centralized messaging account where all the team members can segregate chats based on their account names. This helps the department managers to measure the efficiency of customer service reps.
4. Devices and users
There is no constraint if you are using a mobile or tablet, or desktop. Because WhatsApp business accounts can be managed from any device, there are no restrictions on users as well. If you are using a WhatsApp business API, you can add multiple users to your WhatsApp business account to manage the chats.
5. Integrations
Integrations vary on the business solution provider that you opt for. Because certain BSPs won’t be able to provide integrated facilities to your WhatsApp business account, But with Chat360, you get a whole range of integration to skyrocket your business. Here are some of the instances:
AI Chatbots – Chatbots are popularly used by B2B companies to B2C. They have capabilities from catering solutions to customer support to making sales for your business. It is a must to have feature for any business if they wish to automate their customer support by integrating bots to WhatsApp.
Multilingual – WhatsApp business account support multilingual capabilities. You can use the translation feature and interact with your target audience that has a presence globally.
CRM – If you use a CRM for your business, you can directly integrate WhatsApp business with your platform. It creates a unified service that helps business owners track and measure their team’s effectiveness.
Chat management – Based on the criticality of the problem; you can assign the chats to respective team members who are specialized in it because not all customer support reps will be able to solve problems. It needs to be escalated to professionals if the issue is significant.
Cons of using a WhatsApp Business account
While the cons are limited, it is left to you to analyze the following obstacles.
1. Budget
If you wish to use WhatsApp Business API, it comes with a certain cost. There is a subscription charge based on conversations that you make with your users. You can find fees on monthly subscriptions as well. But it all depends on your use case and the way you want to proceed. This is ideally suitable for companies ranging from medium to large scale. You can read more about it from our blog: WhatsApp Chatbot pricing.
2. Choosing a BSP
As there are numerous BSPs available in the market to provide WhatsApp chatbots and WhatsApp business APIs, you need to be smart enough to choose the right one. Because many promises that their platform can deliver this and that, but in reality, it is completely opposite. It is recommended that you check their case studies and past clientele data in order to choose a service from them.
FAQs
Here are some of the frequently asked questions by WhatsApp Business users.
Are there any age criteria for using the app?
Yes, WhatsApp Business insists users need to be at least 16 years old to register a WhatsApp Business account.
What happens when someone reports your WhatsApp Business account?
If multiple reports are created on your account, then there is a high chance of your account getting blocked. You will no longer be able to use the existing number. Either changing your contact number or appealing to WhatsApp will be the only solution.
What happens when someone blocks your WhatsApp Business account?
When a user blocks your account on WhatsApp, you will not be able to interact with them. Usually, this instance happens whenever you are over-promoting your brand to your target audience. You need to have a proper content calendar for the messages sent across.
Can I use WhatsApp business for personal use?
Ideally, using a WhatsApp business account for your personal use is not recommended, as the account gets branded as a business. Depending upon your usage, you need to self-analyze whether you wish to proceed with this step or not.
Can I use the same phone number for WhatsApp Business and WhatsApp personal?
Yes, you can definitely do that, but again it depends on your preference. Individuals who wish to keep their personal life away from the business then they need to opt for another number.
Suggested read:
How to add WhatsApp bot for groups?
How to Use Your Phone Number to Login WhatsApp Web?
Difference between WhatsApp personal account and Business account