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What is the WhatsApp Business Platform
WhatsApp as a messaging channel needs no introduction. Most, if not all of us, are familiar with the app. With 2 billion users sending 100 billion messages daily, it's no surprise that Meta (the developers behind WhatsApp) expanded the platform for businesses with the WhatsApp Business Platform.
WhatsApp Business Platform is an OTT (over-the-top) messaging platform that allows customers to connect with your business at scale.
WhatsApp Business Platform Key Features
WhatsApp Business Platform has many benefits and valuable features to boost engagement with your customers.
Rich Media
Like most social apps, WhatsApp allows rich media such as photos, links, PDFs, and GIFs.
Message Templates and Buttons
WhatsApp’s message templates enable you to send pre-written messages like appointment reminders, delivery updates, and confirmations. You can also implement Buttons to avoid reinventing the wheel with every note. Quick reply buttons allow you to craft quick responses that customers can use to chat you back without writing out a complete answer.
Product Messages
Multi-Product & Single Product Messages are interactive message features for WhatsApp Business. It will allow you to showcase and share your products and services directly in the app, making it easier for your customers to make orders. You'll be able to sell right then and there.
WhatsApp Pro Tips from Experts
- Use conversation starters to streamline your conversations and help your customers faster
- Make use of a chatbot to optimize, automate and scale up your customer service flow
- Create authentic and personalized experiences that make your customers happy
- Drive traffic from ads to one on one conversations and see a boost in your sales
Best WhatsApp Business Platform Use Cases
WhatsApp Business Platform is an excellent choice for dynamic customer engagement, as it can be used for many different use cases.
Customer Service
Use WhatsApp Business for a personalized customer experience in customer service. The platform allows you to amplify customer contact with rich content like pictures, videos, locations, and more. Ideal for sharing information!
Set up quick replies to keep the conversations flowing and offer the products your customers are asking about within the chat. It indeed can be a one-stop shop for customer service.
Marketing
Effective marketing involves reaching the right person, at the right time, in the right place. WhatsApp Business Platform can help get your message seen.
Push notifications are a relatively easy way to start getting your message in front of the right eyes. Send marketing offers, as well as notifications that are not particularly time-sensitive. For example, new product offers, customer feedback requests and promotions.
Notifications
Keep your customers involved and informed with the notification feature. Send status reminders of their orders or remind them of upcoming appointments.
What Can WhatsApp Business Platform Do for Your Industry?
Is your focus Retail? Then talk with your customers about restocks, returns, and refunds on WhatsApp. Or you could send purchase confirmations and delivery status updates.
Are you in the Travel & Hospitality industry? Send your customers flight details, changes, upgrades, boarding passes, and hotel confirmations!
Are you working in Financial Services? Warn your customers when suspicious e-mails are going around! Or help your customers with payments and chat with them about their lost credit card.
If you're working in a Governmental institution, WhatsApp can help improve the reachability of your services. Meet your clients on the app they already use!
Is Telco your specialty? Help your customers change subscriptions whilehaving a personal chat with them over WhatsApp.
The Entertainment & Media world can also benefit a lot from WhatsApp. Have your viewers send texts via WhatsApp to poll their opinions or send reminders for upcoming shows.
Or are you not into all of the above and do you just want to organize your Logistics? Chat with your customers to set delivery dates and send notifications and receipts over the same channel.
Whatever work field you're active in, WhatsApp Business Platform can add to the customer experience thanks to its extensive range of use cases.
Want to know more about the statistics and range of WhatsApp Business Platform? Check out our Communication Channel Advisor or keep reading!
WhatsApp Is The Most Popular Messaging Channel Worldwide
Globally speaking, WhatsApp is the most popular messaging channel by far. Not that surprising, considering that as of January 2022, WhatsApp has 2 billion users. These users are sending approximately 100 billion messages each day! An enormous increase (over 66%) compared to 2017, when global users sent about 60 billion instant messages daily.
Most Popular Messaging Channels: Global
Boomers and Gen X love WhatsApp.
WhatsApp is the most popular messaging app among Gen X (age 45-54) and Boomers (age 55+). While WhatsApp reigns supreme among the Boomers, we see that for Gen X, Facebook Messenger also is a strong contender.
Most Popular Messaging Channels: Gen X & Boomers
The app is less popular among Millenials and Gen Z, but still ranks in the top 3 most popular messaging apps for those age groups. It shares 2nd place with Instagram Messaging among Millenials and places 2nd on the Gen Z scale, who put Instagram Messaging at the top.
Most Popular Messaging Channels: Gen Z & Millenials
WhatsApp Usage in Europe
WhatsApp is the number one messaging channel in many European countries. Austria, Germany, Italy, the Netherlands, Spain, and the United Kingdom all place WhatsApp at the top! France gives WhatsApp a strong second place, right after Facebook Messenger. And Sweden proves you can't always be the best everywhere; They place WhatsApp on the 4th most popular spot, after SMS, Facebook Messenger, and Instagram Messaging.
WhatsApp Usage in the Americas
Though WhatsApp is immensely popular in Europe, it doesn't enter the top 5 conversational apps in the United States. Just over the Northern border, in Canada, WhatsApp comes in at 5th place. Both the USA and Canada use Facebook Messenger the most of all messaging apps.
Most Popular Messaging Channels: USA & Canada
Of the Americas, Brazil and Mexico do place WhatsApp a the top. WhatsApp downloads in Mexico reached approximately five million during the second quarter of 2022. Overall, the mobile messenger app was downloaded 55.3 million times by Android users worldwide.
Most Popular Messaging Channels: Mexico & Brazil
WhatsApp Usage in Asia
WhatsApp is also pretty popular in South-East Asia. WhatsApp is the number one messaging channel in both India and Singapore. In fact, during the second quarter of 2022, India generated almost six million WhatsApp downloads!
Most Popular Messaging Channels: India & Singapore
In East Asia, WhatsApp has to compete for popularity with other messaging channels. In Japan, WhatsApp didn't even make it into the top 5 most popular channels; Line is currently the most popular channel.
Most Popular Messaging Channels: Japan
The Benefits of the WhatsApp Business Platform
WhatsApp has an enormous reach worldwide, currently holding the title of the number one most popular messaging channel globally. With its rich media, innovative features, and multiple use cases, it's easy to see why the channel would be a great addition to any communication strategy.
Want to see more about your specific use case or target audience? Check out our Communication Channel Advisor for more data and insights, or contact one of our experts for a tailored proposal.
