With 80%+ penetration in Singapore, WhatsApp is where your customers are. Used right, it is a powerful marketing and communication channel. Here is how to leverage WhatsApp for business.
WhatsApp Business vs WhatsApp Business API
WhatsApp Business App (Free):
- For small businesses
- One device, one number
- Basic automation (greeting, away messages)
- Product catalog
WhatsApp Business API:
- For larger businesses
- Multiple users, multiple devices
- Advanced automation and chatbots
- CRM integration
- Requires provider (Twilio, WATI, etc.)
Effective WhatsApp Marketing Tactics
- Order updates - Confirmations, shipping, delivery
- Appointment reminders - Reduce no-shows
- Customer support - Quick resolution of issues
- Product launches - Announce to opted-in customers
- Exclusive offers - Rewards for WhatsApp subscribers
- Feedback collection - Quick surveys and reviews
Best Practices
- Get permission - Only message people who opted in
- Be relevant - Messages should provide value
- Respond quickly - Expectation is near-instant
- Keep it conversational - WhatsApp is personal
- Respect timing - Do not message at odd hours
- Use rich media - Images, videos, documents
What to Avoid
- Spamming - Unsolicited messages damage reputation
- Too frequent - Do not overwhelm subscribers
- Hard selling - Be helpful, not pushy
- Ignoring replies - If you open a channel, staff it
- Broadcasting to wrong lists - Segment appropriately
WhatsApp is a privilege, not a right. Earn attention by being helpful and respectful. Used properly, it builds stronger customer relationships than any other channel.