In the world of eCommerce, messaging apps are crucial for instant communication with customers.

With more than 2 billion active users, WhatsApp has become a hub for connecting with friends, family, and businesses. In recent years, online shops have realized the potential of WhatsApp Business for selling products and services directly to customers. If you're looking to tap into this potential, you might be wondering how to sell on WhatsApp.

Previously, we’ve discussed how the Order on WhatsApp feature works and the benefits of it for online sellers and customers.

In this post, we will explore WhatsApp Business for online shops. We will mainly talk about:

• WhatsApp Business opportunities and benefits for online shops

• How to sell on WhatsApp Business

• Best practices to sell on WhatsApp Business
  
  

Benefits of Using WhatsApp Business Account

Being the 3rd most used social platform in the world, WhatsApp Business is an excellent platform for businesses to connect with customers and showcase product collections.

By setting up a business account on WhatsApp Business, you can take advantage of several benefits that are not available with the regular WhatsApp app.

These benefits include:

Business Verification: With a WhatsApp business account, your business can get verified with the green badge next to the contact's name. This adds credibility and authenticity to your profile.

Automated Messages: You can set up automated messages to greet customers when they message you, and to provide them with important information such as business hours or product details.

WhatsApp Checkout: WhatsApp introduced one-touch checkout in Brazil, which means users can pay for goods and services directly on the platform. (April, 2023).

Quick Replies: WhatsApp Business allows you to create and use quick replies to customer inquiries.

Product Catalogs: You can create a product catalog within the app, making it easier for customers to browse and purchase products directly from WhatsApp.

Analytics: You can access WhatsApp Business analytics to track important metrics on the Meta Business Manager such as message open rates, response rates, and customer engagement.

Broadcast listing: WhatsApp Business's broadcast feature is a great way for you to send personalized messages and promotions to multiple contacts at once. 

The ability to send multimedia messages also makes promotions more visually appealing and engaging. The broadcast feature is a powerful tool that can lead to increased customer loyalty and sales.

Ads that click to WhatsApp: "Ads that click to WhatsApp” are ads that appear on Facebook and Instagram and lead directly to a WhatsApp conversation.

By clicking on the ad, users are taken to a WhatsApp conversation with you, where they can ask questions, get more information, and even make a purchase. This feature is particularly useful for businesses that are running ads and want to attract and engage with interested people quickly and efficiently, as it allows for a more direct and personal conversation with potential customers.

• Learn more about conversational commerce.

How to Sell on WhatsApp Business?

To use WhatsApp as an online selling tool, you need to follow these steps:

1. Setup WhatApp Business Account

2. Optimize your profile

3. Create product catalogs

4. Integrate payment gateways

5. Use Marketing Techniques
   
   

1. Set up WhatsApp Business Account

Setting up a business account on WhatsApp is a straightforward process that only requires a few simple steps.

The first step is to download the WhatsApp Business app, which is available for free on the App Store or Google Play Store. After installing the app, follow the below instructions to create your account: 

1. Register your phone number.

2. Verify your phone number by entering the code sent to you via SMS.

3. Fill in your business details, including your business name and category.

4. Set up your business profile by adding a profile picture, business description, and contact information.

5. Add additional details to your profile such as your business address, website, and email address (optional).

6. Set up automated WhatsApp messages to greet customers when they message you, and to provide them with important information such as business hours or product details (optional).

7. Create a product catalog within the app to make it easier for customers to browse and purchase products directly from WhatsApp.

8. Integrate your business account with a payment gateway to accept payments directly through WhatsApp (optional).

2. Optimize Your Profile

To effectively get the most of the WhatsApp Business and sell your products, it's important to optimize your profile to make it professional for customers. Here are some key elements to focus on:

About page: It provides customers with important information about your business. Be sure to include a brief description of your business, including what products or services you offer and any unique selling points.

Business Description: Make sure your bio is concise and informative. Provide a concise summary of your business to give customers a clear understanding of what you offer.

Profile picture and cover photo: Your profile picture and cover photo are the first things customers will see when they visit your WhatsApp Business profile, so it's important to choose high-quality images that represent your brand. Your profile picture should be a clear and recognizable image of your logo or product, while your cover photo can be a more visually appealing image that represents your business.

Business Hours: In your WhatsApp Business profile, clearly state your availability and response time. If you have set working hours, mention them for your customers. You can choose from three options to schedule your business hours: open for selected hours, always open, or by appointment only.

Contact information: Make it easy for customers to contact you by providing additional contact information such as your email, address location, Instagram and Facebook profiles, and website(s). 

Business Category: Setting a category for your business on WhatsApp can help you with targeting a specific audience. For example, if you are a restaurant owner, categorizing your business under "Food and Beverage" can help you reach customers who are specifically looking for restaurants on WhatsApp.

3. Use Messaging Tools

Messaging tools are features that allow you to automate your communication with customers on WhatsApp. These tools include greeting messages, away messages, quick replies and labels which can be customized to fit your specific needs. With messaging tools, you can save time and provide efficient customer service, even during peak hours. 

Additionally, messaging tools can help you to maintain consistency in your messaging and ensure that all inquiries are addressed promptly and professionally.

Greeting messages

Greeting messages are pre-written messages that can be sent automatically to customers when they message your business on WhatsApp, allowing you to create a positive first impression and improve customer engagement.

Here's how to send greeting messages on WhatsApp Business:

1. Open WhatsApp Business App and tap settings

2. Access the "Tools" section.

3. Select "Greeting Message" from the drop-down menu in the “Messaging Tools” section.

4. Turn on the "Send greeting messages" toggle.

5. Choose the recipients for your greeting message: you can select everyone, exclude some contacts, send to everyone except, or only send to specific contacts.

6. Type in your message in the text box.

7. Click "Save" to finalize and use your greeting message.

Away messages

The aim of Away Messages is to inform customers when you are not available to respond.

Here's how to send away messages on WhatsApp Business:

1. Open WhatsApp Business App and tap settings

2. Access the "Tools" section.

3. Select "Away Message" from the drop-down menu in the “Messaging Tools” section.

4. Turn on the "Send away messages" toggle.

5. Choose when to send away messages by either selecting "always send" or setting a "custom schedule."

6. Choose the recipients for your greeting message: you can select everyone, exclude some contacts, send to everyone except, or only send to specific contacts.

7. Type in your message in the text box.

8. Click "Save" to finalize and use your greeting message.

Quick replies

Quick replies are pre-written messages that you can create and use to respond to common customer inquiries quickly and efficiently on WhatsApp Business.

Here's how to send quick replies on WhatsApp Business:

1. Open WhatsApp Business App and tap settings

2. Access the "Tools" section.

3. Select "Quick Replies" from the "Messaging Tools" menu.

4. Add a quick reply by clicking the "+" sign in the top right corner.

5. Create a shortcut and enter your message. You can even add media.

6. Easily delete any quick reply by sliding the screen to the left.

   
   

Labels

You can organize your chats and messages on WhatsApp Business by creating labels with customized colors and names. You can assign labels to entire chats or specific messages for quick and easy reference.

Here is easy steps of creating labels on WhatsApp Business:

1. Open WhatsApp Business App and tap settings

2. Access the "Tools" section.

3. Select "Labels" from the "Messaging Tools" menu.

4. Click “Add New Label”

5. Enter label name and tap save. You can create up to 20 labels.

Labeling chats can help you stay organized on WhatsApp Business. To apply labels, simply swipe left on the chat, tap "More," select "Label Chat," and choose the labels you want to apply.

3. Create Product Catalogs

Product Catalog on WhatsApp Business is a group of products and collections that appear on the business profile.

Catalog Manager allows you to add your products (items) to your WhatsApp Business profile and organize them in collections.

The Catalog Manager allows you to:

Organize Products: Categorizing your products in collections can help you keep the items organized. By presenting visually appealing images, you can increase conversions on WhatsApp.

Improve Customer Experience: By organizing products into collections, you can improve the customer experience by making it easier for customers to browse and find products that interest them.

Create several collections: It can help organize your products and make it easier for customers to browse and find what they're looking for. For example, you could create collections based on product type, season, or theme.

Add stock quantity: Product Manager allows you to manage stock quantities for each product item listed on your WhatsApp Business. 

Share Catalogs: By sharing your WhatsApp catalog link across different platforms, you can reach a wider audience and attract new customers. This feature also allows you to directly communicate with interested buyers on WhatsApp and generate more sales.

Analyze Sales: By analyzing your sales across different categories, you can gain insights into which products are most popular and adjust your sales and marketing strategies on WhatsApp Business accordingly. This can help you optimize your product offerings and increase your overall sales and revenue.

How to create product and product catalogs?

To create a product catalog on WhatsApp Business, simply follow these easy steps:

1. Open the app and navigate to the "Catalog" option in the "Settings" menu.

2. Click on "Manage" to edit the catalog.

3. Select "Add Items" to start adding products to your catalog. Remember, you need to add at least one item to create a product catalog.

4. Input the necessary product details, such as name, description, price, and images.

5. You can also include additional information, such as product code, URL, and category.

6. Once you have added all of your products, you can create a product catalog by going to the "Catalog" menu and selecting "Add Catalog."

7. Give your catalog a name and select the products you want to include.

8. You can also add a description and cover image to make your catalog more visually appealing.

   
   

With these simple steps, you can create an effective product catalog on WhatsApp Business and showcase your products to potential customers in a professional and organized way.

How to create product collections on WhatsApp Business?

After you have added the items (product) to your Catalog, you can group the similar products in products collections.

To create product collection on WhatsApp Catalog:

1. Go to the "Tools"

2. Click on the "Add new collection"

3. Name the collection

4. Select the products you want to add to the collection

5. Next, add the stock quantity for the items
   
   

Once the collection is reviewed and approved, it will be visible on your profile.

4. Integrate Payment Gateway

You can integrate your WhatsApp Business account with a payment gateway to accept payments directly through the app.

Steps for integrating a payment gateway to your WhatsApp Business account:

1. Choose a payment gateway: Select a payment gateway that is compatible with WhatsApp Business. Some popular options include Paytm, Razorpay, and PayPal.

2. Create an account: Create an account with the payment gateway provider and complete the verification process.

3. Link your bank account: Link your bank account with the payment gateway to receive payments.

4. Set up payment options: Set up payment options for your customers, such as credit/debit cards, net banking, or UPI.

5. Connect your payment gateway with WhatsApp Business: To connect your payment gateway with WhatsApp Business, you will need to use a third-party tool such as WATI, which allows you to create a payment link and send it to customers through WhatsApp.

6. Share payment link with customers: Once you have set up your payment gateway and connected it with WhatsApp Business account, you can share the payment link with customers who want to make a purchase. Customers can click on the link and make the payment using the payment options you have set up.

5. Use Marketing Techniques

Marketing on WhatsApp has become a popular strategy for businesses to reach their target audience. WhatsApp provides an excellent opportunity to engage with your audience, build brand loyalty, and drive sales. 

However, as with any marketing channel, it's essential to have a strategy in place to get the most out of your efforts. 

You can use the following tactics when you sell products on WhatsApp Business:

Add Order on WhatsApp feature to your online shop

Adding a "Order on WhatsApp" button on your online store's product page provides customers with an alternative payment method. By selecting this option as a manual payment, customers can proceed with checkout and place their order on WhatsApp by simply sending a message to you.

Share personal stories and build relationships with customers

Building strong relationships with customers is essential for success when it comes to selling on WhatsApp. The WhatsApp Business API, launched in 2018, enables brands to send real-time notifications to customers and engage with them proactively on their preferred channel. This helps brands to reach customers anytime and anywhere, and offer proactive assistance.

Create promotional offers and discounts

Offering exclusive deals to your WhatsApp subscribers can generate a sense of exclusivity and loyalty. You can provide percentage or dollar amount discounts for a limited time or on a regular basis, as well as free gifts with purchase.

You can use multimedia and personalized messages with the broadcast feature to promote your offers and discounts and encourage customers to take advantage of them.

Provide excellent customer service through WhatsApp Business App

WhatsApp’s real-time messaging capabilities allow businesses to respond to customer inquiries quickly and efficiently. With the WhatsApp Business App, you can set up automated responses to common inquiries, saving time and providing immediate assistance to customers. The app also allows you to personalize interactions with customers by addressing them by name and using friendly language, adding a human touch to your customer service.

Best Practices for Selling on WhatsApp Business

By implementing effective strategies and utilizing the features of WhatsApp Business, your business can build strong relationships with your customers which lead to customer loyalty and returning customers.

Leverage your existing customer base: Connect with your existing customers and invite them to join your WhatsApp network. You can encourage your customers to join your network by offering them WhatsApp special discounts.

Utilize WhatsApp groups: Creating or joining relevant WhatsApp groups can help you connect with potential customers who share similar interests or needs. You can invite people to join your groups and participate in discussions.

Share valuable content: Share helpful information related to your products or services with your contacts regularly on WhatsApp stories. By doing this, you can establish your business as an authority in your industry and keep your contacts engaged.

Provide personalized support: Try to respond to customer inquiries quickly and provide personalized support to increase customer experience and establish a strong relationship with your contacts.

Offer promotions and giveaways: By offering promotions or giveaways exclusively to your WhatsApp contacts, you can incentivize people to join your network and engage with your business.

Update product listings and information: Regularly add new products to your WhatsApp business profile or catalog and keep your customers informed about any changes or updates related to your products.

Write clear product descriptions in product listings: Keep your language simple and avoid technical terms, while including all relevant information like features, benefits, and specifications. Highlight your product's unique selling points.  Remember to keep your product descriptions short and to the point.

Use WhatsApp Business API: the WhatsApp Business API provides advanced analytics and reporting features that can help you track your sales performance, monitor customer behavior, and measure the effectiveness of your WhatsApp activities.

Keep records of customer interactions: Keep records of customer interactions, such as chat logs and call records, to help you understand their needs and preferences. This information can help you personalize your marketing efforts and improve customer retention.

Takeaways

• Optimize your WhatsApp Business profile. Make sure your profile is complete and up to date, including your bio, logo, availability, and contact information. Organize your products or services into categories to make it easier for customers to browse and find what they need.

• Use effective marketing tactics on WhatsApp Business account to sell your products. Utilize marketing tactics such as sending promotional messages, offering exclusive discounts, or hosting giveaways to attract potential customers and promote your business.

• Consistently update your product listings, manage orders and inventory effectively, keep track of sales and customer interactions, and handle customer complaints and issues promptly. These help to improve customer satisfaction and can lead to increased sales and loyalty.