14 WhatsApp Business MISTAKES that your company should AVOID
Are your clients happy with the way your company communicates with them? Identify your mistakes so you can correct them!
November 5, 2021
- Por: Nahuel Gomez
min de leitura
Are your clients happy with the way your company communicates?In this article we’ll go over the mistakes that most companies make when it comes to using WhatsApp Business so that you can improve performance for both you and your team.
Anyone can make mistakes, they’re simply part of the learning process.
However, many people (including me) would prefer to avoid them if we can so we don’t have to go through the consequences of making them.
That’s why I decided to write this article, since I (and not only I) consider client communication to be key to generating sales and creating branding.
Plus, a little help is always welcome, right?
Okay, so did you answer that first question about whether your clients are happy with the way your company communicates?
“Many businesses aren’t as good at communicating with clients as they think they are.”
Do you see why it’s so important to learn more about those potential mistakes?
Whether your company is brand new or you have been working their for years, your business could be in that percentage of companies who think they are doing things right.
When they aren’t.
There are the 14 mistakes that your company should avoid when it comes to using WhatsApp Business to communicate with your clients.
Mistake #1: Being the one who uses WhatsApp Business to communicate with your clients
I’ll start with ths one because it is one of the most important mistakes. If you’re doing this, it’s pretty likely you’re also making a lot of the other mistakes on this list.
Like a chain reaction.
It’s true, to be able to use the platform, you need enough time to respond to every message from your clients and to have the skills and experience to communicte effectively.
I’m not saying that you’re not capable of doing this!
Of course you can!
Although you could take a few minutes to learn techniques to communicate in the best possible way with each of your potential clients, and understand how to get the most out of a tool as powerful as WhatsApp Business.
The more they attract the attention and curiosity of your client, the better.
Have you used any of these resources in your messages?
If you have, you’ve probably gotten a response. Now it’s time for you to answer, but make sure you don’t make….
Mistake #3: Answering messages without preparing a strategy
Marketing via WhatsApp can be a great strategy for attracting new clients and building loyalty with the ones you already have.
It allows you to create messages with valuable information tailored to each user.
All this is possible with preparation and an appropriate strategy.
Otherwise, take a look at these statistics:
8 out of 10 consumers or clients say that it is often difficult to contact businesses.
3 in 10 businesses understand or recognize these challenges.
Although answering messages is a simple task, you need to prepare to be able to respond to each and every message.
For example, imagine that you receive a message from a business that is full of spelling mistakes. Or, even worse, your company sends messages in all caps.
And yes, writing in all caps, on the internet, is bad.
So it’s not just about knowing how WhatsApp Business works.
It goes way beyond that.
Mistake #4: Not spending the time to personalize messages
Believe me, this is true for most businesses.
One of the most common cases tends to happen to me when I post a job trying to hire some freelancers.
You can see the general proposals from a mile a way, the people who haven’t even taken the time to personalize their application and adapt it to the project.
The same thing will happen for you.
Your clients will not feel like they are having a one-on-one conversation. They won’t feel like you’re really talking to them.
In general, clients and consumers demand a higher ability to respond and personalized communication.
And many businesses don’t understand that.
However, as the API boom gets ever larger (the WhatsApp Business API is one example), businesses can create their own personalized solutions.
And most importantly, they are designed to satisfy the unique needs of your clients.
Mistake #5: Not answering immediately
More than three quarters of consumers we talked to told us that they have experienced long wait times, slow responses, and regardless of channel, many steps before they were able to obtain an answer or speak to a person. (Twilio Study, 2017)
I have a clear example of that last point.
When you call a friend to invite them to dinner, I’m fairly certain that you wouldn’t like to hear a recorded message that says the following: “Press 1 to schedule a dinner, or press 2 to cancel an appointment.”
That could get frustrating, couldn’t it?
Now, put yourself in your client’s shoes. How would they feel when they send a message to get more information about your services?
I assure you that if you make them wait they will go and look for another business that will respond more quickly.
I say all this because:
More than 90% of clients contact companies to get help or ask more information.
They won’t wait…
They want a quick solution with short response times.
“In fact, responsiveness is the number one factor that drives client perceptions about their general communication experience with a company.”
89% of consumers report that businesses are too slow to respond.
96% of consumers want businesses to respond more quickly. However, as you might imagine, 94% of businesses say that their consumers are satisfied.
Remember, businesses that are leaders in client communications offer faster response times and resolution compared to other companies.
And they don’t stop there.
They also communicate proactively about relevant updates to keep their clients informed, according to the Twilio study.
That’s why Zenvia Conversion App has become the preferred choice for many companies, because thanks to the fact that they integrate with various lead-generating channels you are able to respond to clients very quickly
Now, it’s pretty likely that you make the following mistake…
Mistake #6: Not setting service hours
Many experts know that the ability to respond is the most important factor in communication.
And this mistake can happen when your clients are in a different country and live in a different time zone from you.
For example, you send a message via WhatsApp Business to Argentina, or to Mexico, at 3:00 in the morning.
Your client will have every right to be annoyed, and even to block the number for your business to avoid receiving any more bothersome messages. At that hour, they’ll likely be asleep.
That’s why you should consider the times when your users are most likely to be online. (In general, WhatsApp users are most active between 7 and 10 pm).
Mistake #7: Using unofficial integrations
You may be tempted to make this mistake by the promise of saving a litte bit of money.
For example, if you violate their policies, WhatsApp may remove your business from the platform and since the policies are very strict, and they make very clear that they forbid the use of unofficial integrations.
You should be very aware of this when it comes to using WhatsApp with your business.
Mistake #8: Using your personal number to respond to clients
I see a lot of businesses, above all small, new businesses that were recently founded, that make this mistake, and I don’t see the need for it
If you do this, you’ll be wasting a lot of time.
I don’t think you’d like that, would you?
In the first place, when you use your personal number, your clients or consumers will have to manually add you to their contacts.
And some of them may not even add you.
And that’s another reason not to make this mistake.
Put yourself in this situation:
You start a new project using your individual number for sales. I’m sure that, if your business grows, at some point you’ll have to get a new number, an exclusive number for your business WhatsApp, and in that process you’ll lose a lot of contacts.
Wouldn’t you rather avoid that from the beginning?
Still not convinced?
For example, for your personal WhatsApp, you can post photos with your family and friends.
As long as they are just for your friends, but what about your contacts?
What would you put in the status section, personal things, or things to do with your business?
Imagine the impression it would make on your client if they were to see a video from the party you went to last weekend?
At the end of the day, it is also a profile for your business.
You’ll make a poor impression and they won’t answer your messages.
That’s why I recommend keeping the two separate: one number for your personal account, and one for your business.
Plus, it’s not hard to get a new number.
These days there are plenty of companies giving away chips and you can easily use WhatsApp Business for your iPhone.
Mistake#9: Not having a schedule for sending news via WhatsApp marketing
This mistake tends to happen when you are trying to get someone to buy a product or service, even when they are already a regular customer.
Good communication isn’t just “a nice touch,” for businesses, it’s a necessity.
Poor communication always has a negative impact on the results for your business.
In the same way, good communication can be a key factor in your company’s success.
In conclusion for this point, keeping a schedule, being organized, and keeping to a regular routine of sending promotions, news, or updates, is fundamental.
In addition, this will allow you to increase efficiency for your business and economize on costs.
Mistake #10: Flooding your clients with bulk messages and invasive advertising
If your business has effective digital communication, you’ll see the impact not just in the loyalty of your clients, but you’ll also see a direct impact on your business’s results.
This doesn’t mean that you should send SPAM via WhatsApp Business.
This is one of the worst mistakes you can make when it comes to striking up a conversation with potential clients.
Mistake #11: Using WhatsApp purely as a sales tool
This is a very personal piece of advice. I recommend taking advantage of the platform’s versatility and not just staying in a “bubble.”
It doesn’t only allow you to communicate effectively with your clients.
WhatsApp Business also allows you to communicate with your entire team internally. This way, you can organize meetings or video calls.
You can use it for marketing and send advertizing. But do so in moderation and don’t send endless messages, or you’ll end up being blocked for it.
Customer support. To answer questions and resolve issues for your consumers, offer support and personalized help.
Here’s an example case:
The mayonnaise brand Hellman’s invited users to send their phone numbers along with a photo of their refrigerators. The goal was to inspire people to think of mayonnaise as an ingredient to cook with, not justa condiment.