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Since the beginning of the Corona crisis at the latest, digital customer communication has also been for small and medium-sized enterprises (SMEs) become indispensable. This allows companies to stay in contact with their customers despite restrictions and continue to do so Sales to generate. It has been shown that customers particularly appreciate receiving personal advice via messenger services such as WhatsApp, which they already know from their everyday lives. It also offers WhatsApp Business Customers and companies alike have the opportunity to communicate securely and privately with one another.
According to a recent survey could 40 percent of the SMEs surveyed in Germany who use WhatsApp are increasing their sales
- 41 percent were even able to do this new jobs create
- 42 percent said theirs Products to be able to sell in other cities, federal states and states with the help of WhatsApp.
This is mainly because WhatsApp companies are a platform which many of their customers already use privately. On the other hand, the direct and personal contact via messenger services contributes to the fact that the SME approachable and trustworthy becomes. This makes it easier for entrepreneurs to intensify relationships with existing customers, but also to inspire new customers.
Use WhatsApp Business profitably
Numerous small and medium-sized companies use the WhatsApp Business App as a virtual Shop counter. This enables them to talk to customers and coordinate sales. The app, which is tailored to the needs of SMEs, gives you helpful tools for efficient digital customer communication at hand.
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The use of the WhatsApp Business App is worthwhile for different companies. For example, if you’ve only had a digital presence or your existing ones Distribution channels want to expand. It’s best to start with the following three steps:
1. Set up a business profile
Download the WhatsApp Business App and set it up Profile for your company. In the profile you can store useful information such as:
- Business description
- opening hours
- Address or website
2. Create QR code:
With the recently introduced QR-Codesthat you can easily create. Existing and potential customers can discover you even more easily. Plus, they’re particularly good for hybrid business models – You can put it on your packaging or in the shop window so that interested parties only have to scan the code to start a conversation with your company instead of entering your number.
3. Set up the catalog
The Katalog serves as a mobile shop window in which you can present your products with brief descriptions and pictures. Recently, you can also easily hide products that are currently not available so that interested parties can only see what they can order from you. With the help of the recently introduced virtual shopping cart Customers can easily send all the products they are interested in in one message as an order to your company.
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You can also use the app to create a Out of office notice set up and organize your chats clearly using labels. With WhatsApp Business you also have access to statistics like the number of:
- messages delivered
- messages sent
- successfully read messages
The Analysis These statistics help you to check the success of messenger communication again and again and to adapt your own digital strategy accordingly.
This is what other small business owners from Germany say
Mikaela Ioannou, Founder of the fabric atelier “Du Liebst Es”, has been relying more and more since the beginning of the pandemic digital communication and sales channels. She has also been using WhatsApp Business since the end of 2020. She started shortly before the onset of Christmas business and today she can report:
“With WhatsApp, my customers can use a tool that they already know from their everyday lives. This makes them feel like they are communicating with someone they already know. That in turn increases sales. ”
She therefore recommends answering customer inquiries as quickly and personally as possible. With the help of Welcome messages and quick replies, which can be easily set up via the WhatsApp Business app, you can ensure that your customers feel that they are in good hands at all times, even if you are not available.
“With WhatsApp, customers don’t have the feeling of talking to a company, but to a friend,”
approved Erik Reintjes, Founder of MissPompadour, an online specialist retailer for high-quality paints. Since contacts of all kinds are still restricted right now, this is particularly attractive for customers.
But even in a new normal after the end of the pandemic, customers will want to fall back on what they have come to appreciate in recent months: on direct contact and personal advice.
That is why it is advisable for entrepreneurs to get started with Messenger communication to familiarize yourself with – whether window shopping and subsequent ordering via WhatsApp, or ordering via WhatsApp and collection in the store, the WhatsApp Business App enables you to be integrated into a long-term hybrid business model.
WhatsApp is a messenger service for the simple, secure and reliable exchange of messages worldwide. More than 2 billion people in over 180 countries use WhatsApp to stay in touch with family and friends anywhere, anytime. Sina Schanz has been working as a market specialist for Germany at WhatsApp in California for three years. In this role she is responsible for global WhatsApp business support.
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