Everything you need to know about WhatsApp Business: costs, benefits and more!
WhatsApp Business. We all know and use it. And since you’re reading this blog, you probably want to know what you can do with it and if it will benefit your business! Luckily, you’ve come to the right place. In this blog, you can find out everything you need to know about WhatsApp Business. So you’ll have all the information you need to answer that one question: Is it right for me?
At Rinkel, you can also reach us on WhatsApp Business, so we know all about it! We asked our Support Department what they think of it and what they see as the benefits and drawbacks.
So, if you’re still wondering whether to use Whatsapp Business... We’ll jump straight into it with you.
Let’s start with the positives! ↓↓
Last updated: 28 March 2023
WhatsApp: we all know and use it. But have you ever considered using it for business? WhatsApp is also widely used for business purposes these days. But it’s not always the ideal solution it may seem. Giving out your 06 number to your clients is not ideal: it compromises your privacy and blurs the line between business and pleasure.
All legitimate reasons to choose not to do it. But, luckily, there is WhatsApp Business: a solution designed especially for small businesses. However, medium-sized and large companies are also increasingly using WhatsApp. Why are all these companies on WhatsApp? We’ll walk you through the benefits.
- Everyone knows WhatsApp. We may just blurt it out, but it's the truth. Newcom’s National Social Media Research 2021 revealed that WhatsApp is the largest platform in the Netherlands with almost 12.5 million(!) users. Nearly 10 million of these are active on WhatsApp every day. So your target group is guaranteed to be using WhatsApp!
- Because we’re all familiar with WhatsApp, the business version is also very easy to use. It looks almost the same as your private WhatsApp, so you’ll know your way around immediately. You don't have to get used to anything new. An effortless integration.
- You can WhatsApp easily with a virtual number from Rinkel! Whether you have a 085 number, a 010 number or a 020 number: you can WhatsApp for your business. Good to know: 088 numbers are not currently accepted by WhatsApp. So you can’t use WhatsApp Business if you have a 088 number.
- WhatsApp Business is a separate app that you can download for iPhone and Android. So you can have a separate WhatsApp for your business number and avoid mixing up your business and private life.
- Start the conversation with your customers. For example, to let them know that the order is ready for pick-up, or that you will be at the door in 10 minutes.
- Prefer to WhatsApp from your laptop? You can! WhatsApp Business is also available on desktop. Go to web.whatsapp.com and follow the steps to log in. Or download the WhatsApp Business app for desktop
Several of our customers have told us that they use WhatsApp Business a lot. To chat with customers, among other things.
Also good to know: you can also WhatsApp with a 0800 number! We don’t know whether it’s possible with a 0900 service number.
Tip: Did you know you can also showcase your products and services from within the WhatsApp Business app? An easy way to also convince or entice doubting customers to make a purchase!
Tip: Expending your customer service besides WhatsApp Business? The Futy Leadbot is a customer friendly chatbot plug-in for your website, that allows your website visitors to easily get in touch with the right person. That means: more leads, more business!
Drawbacks of WhatsApp Business
Yes, unfortunately: even WhatsApp has some drawbacks. Although there aren’t many of them, they are certainly worth mentioning. And we want to show you the big picture, so you can make an informed decision: should I use WhatsApp Business for my company or not?
In our experience, WhatsApp has two major drawbacks for businesses:
First, only one person at a time can be logged into WhatsApp Business. As soon as someone else logs on to the business WhatsApp, the first user is immediately logged out.
Of course, this might be more or less of a disadvantage depending on what type of business you have. If you have one person in customer service, it’s not a problem. But as soon as there are more people working in customer service, it becomes more difficult.
One possible solution is to appoint one person to do customer service on WhatsApp Business. And let other colleagues take the lead on other channels. There’s a solution for every problem!
Update August 2022: WhatsApp Business has launched a new setting that allows you to serve your customers on WhatsApp Business with multiple users at the same time! WhatsApp Business can still only be used on 1 phone. But you can connect up to four computers or laptops to it, without having to keep the phone active. Want to know more about this and how to set it up? Read all about it in our blog: WhatsApp Business: Now you can use it on multiple devices at the same time!
The second drawback is that it is yet another place where you have to speak to (potential) customers. This is especially a disadvantage if you already do customer service on several other channels (such as Facebook Messenger, Twitter private messages, a chat on your website, e-mail and phone)
If you are also active on WhatsApp Business, you can lose track and forget to follow up or respond. Which means you run more risk of getting dissatisfied customers. That’s why we recommend that you organise your customer service well, or take a critical look at which channels/platforms your (potential) customers are active on to decide on the best way to offer customer service for your business.
Making the most of WhatsApp Business with all its features
There are a number of useful features within WhatsApp Business that you can use to get the most out of the platform. They have several benefits, both for you and for your customers. We’ll walk you through them:
- Labels: Label your chats and keep an overview. You can use labels such as:
- New client (green);
- Awaiting response (yellow);
- Action required (purple);
- Problem with order/delivery (red);
- Processed/Closed (grey).
- Catalogues: Advertise your (best selling) products directly via WhatsApp! Make it even easier for customers to find and buy your products.
- Company profile: When you set up your account, you can immediately enter all your details, such as your business hours, address, email and website. Super convenient and we definitely recommend doing it right away! When customers click on your profile, they immediately have all the information they need.
- Messaging tools: A custom greeting on WhatsApp! You can set different types of automatic messages that your (potential) customers and suppliers will receive when they send a message. For example:
- “Hi! Thanks for your message. One of our colleagues will reply as soon as possible. We usually respond within 5 minutes."
- "We are currently closed. We are happy to help you between 9:00 and 17:00 on working days. We will do our best to answer your message as soon as possible!"
- “Hi! Today we are closed for the public holiday. We will do our best to answer your message as soon as possible. For now: happy holidays!”
WhatsApp Business costs
Here’s some more good news: WhatsApp Business is free! Although we have found some conflicting information on the internet about costs, WhatsApp Business - like your private WhatsApp - is currently completely free.
The only way WhatsApp Business costs money is if you are chatting outside your bundle on 4G or 3G. But of course, the same thing applies to private WhatsApp.
It also seems that WhatsApp Business will remain free for small and medium-sized enterprises (SMEs) for the foreseeable future, as no option to give your credit card or PayPal details has yet been spotted.
The WhatsApp Business API
However, for large companies with professional customer service, there is an option to purchase through the WhatsApp Business API (through certified Business Solutions Providers). This lets you link WhatsApp Business to your CRM and from there you can offer customer service on WhatsApp with several people at the same time and use fully automated chatbots.
This does involve costs. First of all for the CRM, but also for every message sent. This varies from one provider to another.
Well-known companies that offer this in the Netherlands include:
If you are interested in the WhatsApp Business API, we suggest you contact one of the companies above.
Make sure you have a certified Business Solutions Provider. If you don’t, but you do have the WhatsApp Business API, it is a violation of WhatsApp's terms of use. If WhatsApp detects this, they will ban you from sending any more messages.
Get started with WhatsApp Business
Want to know more about how to get started with WhatsApp Business? Simply create an account with your Rinkel landline number.
TIP: Make it as easy as possible for your customers to reach you on WhatsApp. Put the WhatsApp logo in the footer of your website or use the QR code. As soon as customers scan the QR code, they immediately enter a new WhatsApp conversation with your company.
So, what do you think of a “company WhatsApp”? Start providing customer service on WhatsApp today! A place where your target group is guaranteed to be active and where you are already known. It doesn't get any better than that!
Need help setting up WhatsApp Business? Get in touch with us. We’re happy to help.
