WhatsApp marketing automation

‍What is WhatsApp?

WhatsApp is the world's most popular instant messenger. The app was founded in 2009 and has been owned by Facebook (now Meta) since 2014. In 2021, almost 79 million people used the platform in the US alone, and according to Statista analysts, this number will grow to more than 85 million in 2023.

WhatsApp's potential lies in both its general accessibility and functionality. The tool allows free text and multimedia messages to be sent to recipients around the world. The content may include a photo, video, voice message or, for example, a location pin.

WhatsApp is available to desktop and smartphone users. The seamless switching of communication between the devices is one reason why many companies eagerly move from other well-known applications to WhatsApp. However, WhatsApp is no longer just a tool for contact between users. The brand is introducing a number of solutions for businesses, which quite deservedly we can already refer to as WhatsApp marketing automation system.

Get things done

7x Faster!

Work with HI on Demand!

CONTACT US TODAY

WhatsApp in business and marketing 

WhatsApp may serve as a primary platform for customers to contact manufacturers, distributors, and service providers. It lets people get quick answers to their questions without having to wait in line or make long phone calls, for example.

The potential of the app as a means of contact is obvious, but it is only with the introduction of its automation that all the advantages of the platform can be seen. From the customer's perspective, the quality of service changes, which affects the overall user experience. However, from the company's point of view, the impact can be much greater. All thanks to WhatsApp's dedicated marketing automation solutions for businesses.

WhatsApp for business – customized solutions for companies

The developers provide two main models for businesses that want to automate marketing and sales communications. These are:

• WhatsApp Business – a free app for companies with up to five employees, available at whatsapp.com/business;
• WhatsApp Business API – a powerful WhatsApp marketing automation package for medium and large companies, allowing integration with existing CRM systems. Companies can apply for access to the tool via developers.facebook.com/products/whatsapp.

What is WhatsApp marketing automation all about? Examples of practical applications

If you decide to implement WhatsApp marketing automation, you will improve communication between your business and customers by automating the mass delivery of messages, notifications, alerts, announcements, or offers, without human intervention. How does this work in practice? Let's go through specific examples.

We've selected 12 of the best ways to use WhatsApp marketing automation that will work for any business – from e-commerce to blogging to service businesses.

Welcome message

You should say hello to customers who open a WhatsApp-supported chat window. An automated welcome message can also include a list of issues that your customer is very likely to address.

Each of the listed concerns only needs to be assigned a number. When the user selects a certain number, they initiate a conversation on the corresponding topic.

Answers to frequently asked questions

WhatsApp marketing automation allows you to schedule instant answers to frequently asked questions. This dramatically reduces the time it takes to serve inquirers while reducing the need for an employee to frequently respond to repeat questions.

Absence notifications

Setting up an automatic message to inform customers that support professionals would be unavailable temporarily is an excellent idea. A message like: We're out of the office right now, but we've received your message and will respond immediately as soon as we are back, inspires trust and makes the customer feel taken care of.

Informing about delays

It's a good idea to set up automatic notification of delays during peak hours when your staff must serve several customers at once. The message may also specify how long it will take the user to hear back. Example: Sorry, but all our experts are busy at the moment. Our consultant will contact you within 5 minutes.

Reminders of expiring deadlines

In the flurry of business, it's possible for anyone to forget about some event. It's not pushy to send a customer a reminder about the final day to sign up for a webinar or a discount code that is valid till the next day.

Call rejection and call forwarding with interactive voice response (IVR)

If for some reason you are unable to answer a phone call, use the call forwarding feature on WhatsApp. Interactive voice response helps you transfer the conversation to the app and continue it as a conversation with an agent or chatbot. 

Sharing discounts and offers

WhatsApp marketing automation is also useful for sending offers. WhatsApp messages can include eye-catching visuals, text, and a call to action, just like e-mails. The open rate of WhatsApp newsletters is much higher than that of classic e-mail marketing.

Automated sales process

A WhatsApp chatbot can also be used for the presentation of the offer and to maintain the sales relationship. The bot is able not only to ask questions about the customer's interests and preferences, but also display a catalog of matching products, help select the right item or finalize the order. 

 Facebook Shop integration

Since WhatsApp has been part of the Facebook ecosystem since 2014, the developers provide the ability to support sales processes on this platform. Consumers can contact the business via WhatsApp regarding items they are browsing in Facebook shops.

Sharing order details

In the next phase of the sales funnel, WhatsApp is a perfect tool for giving updates on the order status. These may be confirmations of a completed transaction, updates on the shipment status, a shipment tracking link, or even simple delivery date reminders.

Message personalization

With the option to integrate WhatsApp with your company's CRM, you have the chance to use your lead data to drive personalized marketing and sales communications.

After-sales support automation

Once a transaction has been completed, it's a good idea to keep maintaining a good relationship with the buyer. The quality of after-sales service influences future purchase decisions and customer retention. WhatsApp marketing automation allows you to schedule the mailing of customer satisfaction surveys about the product or service, the level of customer service or the brand itself.

Want to work with Best Marketing Minds?

Contact us today

BOOK A MEETING

WhatsApp marketing automation: why is it worth it?

What are the benefits of using WhatsApp to automate your sales and marketing communications? Let's summarize the advantages that come with WhatsApp marketing automation solutions:

• up to 80% of the customer service team's time is freed up, allowing them to focus on more critical matters;
• more communication bandwidth means an increase in your company's capacity. According to Hootsuite, responses via WhatsApp are 60% faster than phone or e-mail contact,
• you don't lose valuable leads that you wouldn't have a chance to handle, e.g., outside business hours;
• you owe improved UX and greater customer satisfaction to swiftness and effectiveness of service;
• you become more competitive among expanding businesses, particularly in volatile marketplaces;
• you are guaranteed to reach your audience with your marketing message;
• you efficiently, and often without human intervention, guide the consumer through the entire shopping journey, and once the transaction is complete, you provide non-intrusive after-sales support;
• you keep the customer engaged and build brand loyalty;
• your correspondence with the customer is secure – encrypted, ad-free and GDPR-compliant;
• you cut unnecessary expenses by not wasting budget on maintaining excessive call center departments;
• you streamline payment processes;
• in many cases, you can completely abandon other forms of MA, such as mailing or SMS marketing, in favor of WhatsApp marketing automation.

WhatsApp marketing automation: summary

WhatsApp offers two models of MA solutions for business. Each provides a different range of functions. Which one will most effectively streamline your company-customer communication? What areas of your business would you like to automate? What does WhatsApp marketing automation look like in practice? The HI professionals would be happy to address these and other questions.