As a business owner, do you feel the growing need for digital communication tools for customer interactions? Then, WhatsApp Business is the way to go!
WhatsApp is among the top four platforms that consumers use to discover new products. So, this is the best channel for a small business to gain traction with their target audience.
However, it can be inconvenient to handle all interactions on a smartphone. In a business setting, the lack of a big screen and better visibility can hinder your readiness to adopt WhatsApp Business. This is where WhatsApp Business Web comes in.
With WhatsApp Business Web, you can log in to WhatsApp on your computer with the same account as your phone. This helps you carry out efficient customer interactions on a bigger screen with a more structured approach toward customer service.
In this guide, we will cover all you need to know about using WhatsApp Business Web for your business, including its benefits, features, and setup steps. Let's begin!
Understanding WhatsApp Business web
WhatsApp Business Web is a feature of WhatsApp that allows businesses to connect with their customers and prospects through desktops and laptops. Companies can conduct their multi-device communications on a web platform without having to rely solely on smartphones for all customer interactions.
The web feature enables businesses to reach their customers by simply linking their existing WhatsApp Business account with the web application. Now, you may ask what the difference in features would be between the regular WhatsApp Web platform and the WhatsApp Business Web platform.
WhatsApp web vs. WhatsApp Business web
It's simple. WhatsApp Business Web is an advanced version of WhatsApp Web, with all business capabilities integrated into the web version of the popular messaging platform.
To summarize, WhatsApp Business Web has more advanced tools, features, and options to optimize and manage business communication. Your company can benefit from efficient customer handling and quick response times on this platform. And that's just the beginning of the benefits that WA Business Web provides.
Benefits of using WhatsApp Business web
If your company is fond of working primarily on PCs and needs a solid chat platform for customer service, WhatsApp Business Web is the way to go. It has the following benefits for your business:
1. Ease of interactions
WhatsApp Business Web offers more convenience in conducting customer interactions, such as faster typing, quick file sharing, and the ability to switch between multiple tabs and apps easily. It is also easier to share custom images and videos from the web application because you don't have to store or transfer them to your phone.
It also offers you WhatsApp broadcasting and voice/video call capabilities on the web. Your team can optimize their support workflows while maintaining a professional brand image through their messaging.
2. Improved customer experience
With advanced features like chat routing, WhatsApp ticketing systems, detailed profile information, and round-the-clock assistance, WhatsApp Business Web makes a big difference in your customer service quality.
In fact, in 2023, WhatsApp helped save 2.5 billion hours by resolving customer queries without needing interference from agents.
You can share location, contact information, and offers with users, along with creating personalized experiences for customer satisfaction. Your user base will appreciate the prompt responses, and your agents won't be pressured to keep working on their phones for official tasks.
3. Cost-effectiveness
WhatsApp reduces customer service costs by almost 30%, meaning WhatsApp Business is a cost-effective solution to communicate seamlessly with your customers.
When compared to other chat services and project management software with similar capabilities, WhatsApp gives you more features at a much more reasonable price point.
You can also use this platform as a sales app, with product catalogs and more for e-commerce businesses to create a marketplace. All this can be done without any extra charges or subscriptions.
4. Higher visibility
When you open WhatsApp Business on the web, you can view the chats and tickets on a larger interface. This increases visibility into your workflows and promotes transparency of tasks within agents.
It also shows you synced data from all the devices logged into the same account. This way, all your team members have access to customer data and can plan their tasks accordingly.
5. Enhanced brand value
Having a WhatsApp Business account lets you create a professional company profile with product details, contact information, and any additional facts you want your customer to know. This helps you build a brand voice and personal connection with prospects and existing customers.
You can also offer real-time WhatsApp customer support, along with running targeted marketing campaigns and promotions. This also leads to enhanced brand value, better recognition, and loyalty within your customer base.
6. Informed Insights
This platform has reporting and analytics capabilities that provide informed insights into customer service metrics, such as agent performance, resolution rate, response time, and so on.
Keeping track of these metrics helps gain visibility into the company's overall performance. This helps identify bottlenecks in your workflow and address them for process improvement.
Setting up WhatsApp Business web
If the benefits of WhatsApp Business web intrigue you, the next point of concern would be how to set it up for your business and add your team members. There are a few ways in which you can integrate WhatsApp Business in its web version.
The following processes help you set up WhatsApp Business Web easily and in a few minutes:
WhatsApp Business via the Windows Desktop app
In the first process, you set up your WhatsApp Business account in WhatsApp Web's desktop version for Windows.
- Visit the Microsoft store and search for WhatsApp Desktop.
- Download the app by clicking the Get button.
- The application is installed on your computer.
- Next, you will see a QR code on the application that can be scanned.
- Go to the WhatsApp Business app on your phone. It must be logged in to the account you want to use in the web version.
- Tap Menu and then press Linked Devices. Next, press Link a Device and scan the QR code on your desktop with your phone scanner.
- Once the code is scanned, your phone is connected to the desktop application. You are free to use it now.
WhatsApp Business via the Mac Desktop app
In the second process, you connect your WhatsApp Business account to the browser on your Apple Mac system.
- Go to the Apple App Store and search for the WhatsApp Desktop application.
- Download and install it on your MacBook.
- Once installed, you will see a QR code that can be scanned.
- Open the WhatsApp Business app on your phone and click Settings.
- Then, press WhatsApp Web/Desktop and use the QR code scanner to scan the code on your Apple desktop.
- This connects your phone with your desktop application.
WhatsApp Business on the browser
In the next process, you have a way to use WhatsApp Business Web instantly on your browser by connecting it to your phone. For companies using a public system, this is the most ideal solution.
- Visit web.whatsapp.com on your computer browser.
- The screen will again show you a scannable QR code.
- Open the WhatsApp Business app on your smartphone.
- Tap Menu and then select Link a Device from the menu options.
- Once scanned, WhatsApp Business Web is connected to your phone, and you get access to all the latest chats immediately.
WhatsApp Business via a Chrome Extension
When using Google Chrome, you have the option to use one of its many available extensions. These can enhance your WhatsApp experience and add new features to the platform as well.
- Open the Google Chrome webstore by visiting this link: https://chrome.google.com/webstore/
- Select an extension that suits your business needs. Download and install it on your computer.
- Connect your WhatsApp Business account by logging in through the extension or scanning the QR code, as described above.
- This connects your WhatsApp Business account to your desktop.
WhatsApp Business web using the API
The WhatsApp Business Web application has a multitude of useful customer service features for businesses. The only limitation is that it allows up to 5 active users to log in from different devices for each account.
This system is not scalable and cannot be used for growing businesses. This is where the WhatsApp Business API comes in.
The WhatsApp Business API is an application programming interface that helps larger corporations and enterprises use WhatsApp as their primary mode of interaction. The API can be paired with a third-party WhatsApp service provider like Gallabox to create a WhatsApp API account.
A platform like Gallabox provides your WhatsApp Business account the ability to connect to multiple user devices at once from a single account. You can provide all your agent's access to the same customer service account with a shared inbox to streamline communication.
You also get the power of automation and AI to build a smooth workflow for your sales, marketing, and customer service needs. Let's discuss the features of this platform in more detail.
WhatsApp Business web: Features and functionalities
WhatsApp Business Web has features to elevate basic chat systems, along with reporting functionalities, automation, and interactive customer service. These features can be leveraged with the help of a competent WhatsApp tool.
Let's discuss some of these features and functionalities below:
1. Multi-agent support
The WhatsApp Business Web application also supports WhatsApp multiple agents through third-party communication tools. This way, multiple agents can access the same business account on their computers.
They have a centralized view of all ongoing and pending conversations so they can resolve them quickly. This enables effective collaboration within the team and removes silos and blind spots.
It also helps maintain a constant presence at the customer support end for better resolutions.
2. Integration with existing Tools
You can simplify your sales and marketing processes with ease through WhatsApp Business web. Its ability to integrate with desktop tools enables your business to leverage advanced collaborative and customer support features on your PC.
You can create an ecosystem of the necessary tools and plug them into your workflow for optimized performance.
3. Automated responses
You can set automated greetings, messages, and broadcasts to be sent directly to customers from your PC or laptop. These quick replies and WhatsApp automated messages can help handle common customer queries without getting a live agent involved.
You can feed multiple messages to your system, including away messages, greetings, order updates, delivery queries, and so on.
Using automation for simple responses frees up time for your agents and gives customers ownership over their query if they can solve it without manual intervention. This works wonders in boosting customer satisfaction.
4. AI chatbots
Several WhatsApp integration tools like Gallabox have WhatsApp AI chatbot capabilities that help you collect essential lead info, ask the right questions, route conversations to the right agent, and much more.
All this is done within the WhatsApp platform itself. This way, you can provide effective customer support even without any agent being present online. It also helps optimize your chat workflows for more successful and quicker resolutions.
5. Customer segmentation
You can use labels within WhatsApp Business Web to organize and manage customer chats. This contact segmentation method helps you tailor messages and offers for specific customer groups.
You can also use conversation labels for a more structured approach to storing and utilizing customer data. Your agents don't have to sift through large volumes of data to identify patterns or spot what they need.
6. Broadcasts and interactive features
WhatsApp Broadcast messages can be highly useful in sending updates, promotions, announcements, and other time-sensitive information to multiple contacts at one go. Use them wisely and with engaging content for the maximum effect.
You can also add interactive buttons and other features to prompt customers through the whole conversation. These buttons can be of two types:
- WhatsApp quick reply: This type of interactive button allows users to answer quickly with predefined options. They don't have to enter any answer manually in this menu. An example is an automated menu in a bank chat, with numbered options helping you to navigate.
- CTA: The second type of interactive button is the call-to-action. This redirects users to a specific web page or action item, which can lead to a conversion for your business.
7. Catalogs
You can create product and service WhatsApp catalogs on WhatsApp Business Web. This feature is especially beneficial for retail and e-commerce companies. It lets prospects browse your products easily and find anything they are interested in buying.
Products are grouped on your WhatsApp page with descriptions and price details. Customers can view this information and make decisions without having to reach out to you to ask about each product.
You can also use the WhatsApp catalog builder feature on WhatsApp to group items into folders within your business account. Users can navigate to the collection category they're looking for directly. They don't need to scroll the entire product list, thus saving time and effort.
8. Analytics and reporting capabilities
With WhatsApp Business, you can view all customer and agent data on a unified dashboard. These WhatsApp analytics help track the metrics necessary to create and improve communication and marketing strategies.
A holistic insight into your product and agent performance enables data-driven decision-making. For instance, you can track incoming conversations to identify any recurring customer queries or pain points. Then, you can formulate strategies that aim at addressing these issues.
Regular reporting also helps you identify weak points in your internal processes, underperforming resources, hurdles in customer issue resolution, and much more. It also instills transparency in your team and encourages goal-driven performances.
9. Automated lead generation
Businesses can now automate their lead-generation strategies through WhatsApp. By communicating easily with potential customers and conducting personalized conversations, it becomes easy to identify high-intent leads and pursue them.
Automating the lead generation process also saves major time and effort for manual agents, leaving them to deal with more complex issues and customer queries.
10. CRM integration
CRM, or Customer Relationship Management, is a system that manages all of your interactions with potential and existing customers. You can integrate CRM systems with WhatsApp Business Web to manage customer conversations effectively.
This also centralizes all business communication in one platform, making it easier to analyze, track, and report on. This is a great way to expand your omnichannel marketing strategy with a primary focus on WhatsApp Business as the major communication platform.
11. WhatsApp Payments
Major companies and e-commerce giants have now started building payment solutions for their customers, like Amazon. WhatsApp is also a part of this trend, with its payment options available on both personal and business accounts.
WhatsApp payments offered by Meta are available only in select countries as of now, such as India, Brazil (for personal accounts), and the US (for some users). In India, you only need a bank account and debit card to send money via WhatsApp.
This feature enables in-app purchases with a secure gateway, which is highly lucrative for customers looking to buy from brands through WhatsApp Business.
Scale your company using WhatsApp Business on web
WhatsApp Business Web is a boon for companies looking to engage potential customers in a space that is comfortable for them. With the web application, you can manage and operate your WhatsApp Business better, with a bigger screen and access to the files and media stored on your computer.
You may initially find the WhatsApp Business Web capabilities limiting for a growing business. That's where Gallabox can help you!
Add advanced AI-driven functionalities in your WhatsApp Business Web, collect verified leads, use AI WhatsApp chatbots platform to engage with customers, run multi-touch campaigns, integrate with your favorite tools, and close deals faster - all through Gallabox.
Start your free trial now!
FAQs about WhatApp Business on Web
1. Does WhatsApp Business Web work on all browsers?
Yes, WhatsApp Business Web is compatible with most major web browsers. This includes Chrome, Firefox, Edge, Opera, and Safari. You can access your WhatsApp Business account on all these browsers by visiting web.whatsapp.com.
Then, scan a QR code with the WhatsApp Business app on your phone to link your account to the computer. Your WhatsApp Business Web is all set!
2. Can I connect my WhatsApp Business Web to multiple browsers at once?
Yes, you can connect your WhatsApp Business Web to multiple browsers and devices at once. WhatsApp allows up to five linked devices, including your primary phone, web browsers, and desktop apps.
With a third-party WhatsApp communication tool, you can increase this number and use the multi-agent capability for your entire team. This lets all your team members connect to your WhatsApp Business Web account simultaneously.
3. Are there any productivity hacks for using WhatsApp Business Web efficiently?
Yes, there are several productivity hacks for using WhatsApp Business Web efficiently for your business. This includes features like conversation labels, quick replies, automated responses, broadcast lists, product catalogs, and much more. Some of them are as follows:
- Labels: You can use labels to categorize conversations on WhatsApp Business, making it easy to categorize, filter, and manage a large volume of chats. Some labels can be "New Lead', "Delivery Inquiry," etc.
- Quick responses: You can save frequently used messages as quick replies for common customer questions. This can save agents time and also make your organization's tone consistent while dealing with customers.
- Automated responses: Automate greetings, away messages, and order updates to provide instant responses to customer queries outside of your customer service hours.
- Catalogs: You can create a product catalog for your business to display your offerings, along with product links, descriptions, prices, and other essential information. Potential customers can browse this catalog within the WhatsApp platform.
- Website Widget: Add a WhatsApp chat widget on your website and product pages to direct customers directly into your inbox. This is a productive way to initiate conversations with prospects and lead them toward conversions.
Depending on your business requirements, you can identify and implement more productivity hacks and best practices that work for you.
Further reading
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