Meta on Thursday hosted its first WhatsApp Business Summit in India to assist businesses in using messaging to connect with customers and streamline their operations.
At the event, several new features and updates for WhatsApp were announced, aimed at helping businesses build their presence, enhance in-chat customer experiences, and improve performance in preparation for the upcoming festive season.
Key Updates Announced
Meta Verified for Small Businesses on WhatsApp
Meta has made the Meta Verified subscription available to all eligible small businesses in India using the WhatsApp Business app.
This service offers a verified badge, protection against impersonation, account support, and premium features designed to boost brand visibility and improve customer interaction.
The verified badge will also be displayed on WhatsApp Channels and Business pages, making it easier for businesses to share this on social media and websites.
Customized Messaging for WhatsApp Business App
Starting September 12, 2024, WhatsApp began rolling out the ability for small businesses in India to send personalized messages to customers, such as appointment reminders, birthday greetings, or holiday sale updates.
This feature, available for a fee, allows businesses to send messages with the customer’s name and customizable call-to-action buttons and schedule when these messages are sent.
WhatsApp Bharat Yatra Initiative
Meta will soon launch the “WhatsApp Business Yatra,” an initiative aimed at providing hands-on training to small businesses in tier 2 and tier 3 cities across India.
This program will focus on helping businesses set up their WhatsApp Business accounts, create catalogs, and learn how to create ads that link directly to WhatsApp.
Additionally, Meta plans to build a “resource center” on their website to serve as a quick-access tutorial hub for these businesses.
Best Practices for Businesses on WhatsApp
Meta emphasized the importance of maintaining “meaningful and valuable” customer connections on WhatsApp without overloading users with messages. Key recommendations for businesses include:
- Seek Customer Permission: Obtain customer consent for each type of message, such as delivery updates or holiday promotions.
- Be Mindful of Timing: Carefully consider when messages are sent; for example, avoid sending messages in the evenings unless necessary.
- Utilize Analytics: Use read rates and other basic statistics to assess what is effective and determine the right messaging frequency.
- Listen to Customer Feedback: Pay attention to customer preferences and avoid sending messages too frequently. Meta is building tools within the app to allow users to provide feedback on the type and frequency of messages they receive.
With the festive season approaching, Meta believes these updates and best practices will help businesses boost sales and drive growth. Businesses can leverage these new tools to maximize opportunities during the festive rush, according to the company’s release.
Meta Verified for WhatsApp Business starts at Rs. 639 per month. More information is available at business.whatsapp.com.
Speaking at the event, Sandhya Devanathan, VP, Meta in India, said,
WhatsApp’s ubiquity and ease of use place it at the heart of India’s transformation, empowering businesses to drive innovative ideas and new growth models. The features and programs we are announcing today reflect our commitment to helping businesses get the most value for their investment while delivering outstanding customer experiences on WhatsApp.