WhatsApp Business is a crucial tool for businesses committed to refining customer interactions. Familiarizing yourself with the platform’s functionalities is important. This article outlines 11 WhatsApp Business features that can help you improve your operational efficiency and customer engagement strategies. Understanding how the WhatsApp Business app works will equip your business with the tools necessary for success in today’s competitive market.

The Business version of the app works and feels just like the regular WhatsApp Messenger but has these additional tools and features:

1. Business Profile #

Your business profile is what customers see when they search for your brand on WhatsApp. A business profile enables you to establish a formal business presence on WhatsApp. It gives your customers important information about your business, such as your brand name, description, address, business hours, and category.

2. Greeting & Away Messages #

Customers expect a quick response when they message you on WhatsApp. Not only will this handy feature save you tons of time, but it will enable you to respond to messages even outside of business hours automatically.

The most common predefined automated WhatsApp messages are:

• Greeting messages: Automatically welcome customers when they initiate a conversation with your business for the first time.
• Away messages: Automatically inform customers when you will be available if they message you outside business hours.

3. Quick Replies #

This is another handy feature that will enable you to quickly reply with a predefined answer to the most common customer inquiries. Quick reply messages can be in the form of text, or media files, such as images and videos. You can store up to 50 predefined messages.

4. Message Statistics #

WhatsApp message statistics provide you with some crucial insights into your messaging patterns and customer interactions. Statistics track the number of messages:

• Sent
• Delivered
• Received
• Read

By analyzing these statistics you can measure the success of your campaigns and identify areas for improvement.

5. Contact Labels #

Anyone using messaging channels for business knows how crucial it is to be well-organized and efficient in communication. Using labels will enable you to mark chats with specific info so you can later easily find them.

You can label messages with different colors or names and add a label to an entire chat. For example, you can name conversations like “New customer” or “Returning customer” to help monitor your customers’ spending habits.

6. Product Catalog #

Another benefit of setting up a business profile on WhatsApp is that you can include a product catalog featuring up to 30 of your products and services. Customers can easily browse the catalog and message you when interested in your products or services or choose an item to share with their friends.

7. Cart #

The Cart feature is particularly useful if you use WhatsApp for sales. It simplifies the buying process and improves the overall customer experience. Customers can browse your catalog, select products, and add them to their cart—all within their WhatsApp conversation. This integrated shopping experience makes it easy for customers to make purchasing decisions without leaving the chat interface.

Once items are added to the cart, customers can send you their cart as a message. This acts as a preliminary order, which you can review and confirm. It reduces the potential for errors in order taking, as all details are directly shared through WhatsApp.

8. WhatsApp Broadcast #

You can use the WhatsApp broadcast feature to send a message to up to 256 of your contacts. You can create a broadcast list and repeatedly send broadcast messages without selecting them each time.

When you use this one-to-many feature, the message will be received by all contacts in the broadcast list that have your number saved in their phone. Broadcast messages look no different than regular messages, and if a customer replies to them, only you and that customer will see the reply.

9. Click to WhatsApp Ads #

These ads are placed across Meta platforms such as Facebook and Instagram. When users click on these ads, they are directed straight to a WhatsApp chat with your business. This direct line of communication is ideal for answering queries, engaging potential customers, and driving conversions without the friction of switching between apps.

Click-to-WhatsApp Ads can be customized with Call to Action messages that encourage users to initiate conversation, making them highly effective for immediate engagement and personalized communication.

10. Short WhatsApp Links #

The WhatsApp Business app allows you to generate a click-to-chat link so customers can contact you directly by clicking it or scanning a QR code. You can generate default messages and give your customers the option of sending your business a predefined message to start a conversation.

If a customer opens the short link on WhatsApp on their phone, it automatically opens a chat between the two of you. If they open the short link on a web browser, they will be sent to a web page with your business information. From there, they can chat with you.

Conclusion #

There are many benefits & features that WhatsApp Business App offers. By understanding how to use them, you can improve your operational efficiency and strengthen your customer engagement strategies.

If you want to do more & scale your interactions, it’s smart to upgrade to WhatsApp Business API. The Platform offers integration with existing business systems and automation of processes, making it an ideal solution for those who need to handle a higher volume of customer interactions more effectively. With the WhatsApp Business API, you can ensure consistent and personalized communication at scale, taking advantage of the full potential of WhatsApp’s features to drive growth and customer satisfaction.

Frequently Asked Questions #

About the author

Alexandra Golubeva

I’m a customer success lead and I will help you make full use of Rasayel. My main tool of communication is WhatsApp on the Rasayel inbox, so I know a lot about both WhatsApp and Rasayel :) I live in Portugal and practice surfing on weekends.

@Aleksandra Golubeva on LinkedIn