Facebook and WhatsApp

Facebook and WhatsApp Update for your business

There has been a stir in the media around the terms and conditions update between Facebook and WhatsApp.

According to WhatsApp, “this means whether a user communicates with a business’ WhatsApp account ‘by phone, email, or WhatsApp, it can see what you’re saying and may use that information for its marketing purposes, which may include advertising on Facebook’.

The good news is that your personal information on Facebook and WhatsApp is safe.


So, why the update?

Builtwith.com reports 2,790,378 websites worldwide are WhatsApp Customers. While only a small percentage of South African based companies are using this feature (9,367), WhatsApp is preparing for this number to climb.

The intention behind the update is to give businesses the option to “secure hosting services from Facebook to manage WhatsApp chats with their customers, answer questions, and send helpful information like purchase receipts.”

At the time of writing this blog, WhatsApp has pushed out their new business update to the 15 May 2021.


WhatsApp Business app

If you are an SMME, Whats App for business was built specifically with you in mind. By linking this channel to your website, you can easily interact with potential customers using another channel, providing a faster response time that can be automated. All of these features are designed to make your life easier and provide a better customer experience.


What you can use WhatsApp Business for

It’s great to unlock all the functionality, but here are a few ideas you can use the platform for:

  1. Driving sales: Build your follow-ups via WhatsApp into your sales process. ProfitBooks claims you can get up to 40% more responses than a phone call.
  2. Customer Support: Let your customers log complaints or request assistance through a channel that they are used to communicating on.
  3. Marketing and promoting your company: Instead of going the traditional SMS route, using Whats App is cheaper and more of your customers are likely to read your messages. Use this tool as a form of customer retention, promoting your loyalty rewards programmes.
  4. Shoppable posts: Let’s explore this new feature on WhatsApp in a little more detail…


Shoppable posts

2020 saw the release of shoppable carts to Whats App business. It has a store functionality where you can serve catalogues and facilitate orders via the platform. Customers can select multiple products and send the order in the form as a message to your business. You can track your order inquiries and close sales instantly. Your business can use shoppable posts across multiple platforms including Facebook and Instagram and continues to be a trend we see in 2021.

If you need help finding ways to leverage your paid media (advertising across social media platforms), or building a website that is optimised and geared up to enhance your customer experience, contact the experts at Adclick Africa.