IT IS IMPORTANT TO KEEP IN MIND THAT FOR EFFECTIVE COMMUNICATION, TRAINING IS THE KEY.
WILL IT WORK?
In some parts of the world, WhatsApp Business has already begun making waves in all the right ways.
However, it is too soon to say if it’s an unarguable success. For instance, while the service is free for the time being, the question is how long will it remain so? Further, there is no clarity on how secure data will be. This is a major concern considering the players who are piloting the app. It is also not a surprise considering Facebook’s track record with regards to privacy.
With these new features, vendor-client communication will become a matter of ease. It is important to keep in mind that for effective communication, training is the key. WB will demand a higher level of responsiveness and a shorter turnaround time. For those with too large a customer base, it might become difficult to manage this. For small businesses that might not be entirely sure about how to go about communicating in the right manner, there will be a steep learning curve. Capacity building will be an important aspect for them, if they are to capitalise on this new app.
Thankfully, it is possible to block businesses. This will prove invaluable once big brands slip into their irresistible habit of sending out marketing junk and spam. The problem is that the user doesn’t have a choice. For instance, with Swiggy, customers will be given updates about their orders via WhatsApp, of course, with the option of being able to opt out. The question arises, why exactly does the customer need updates over email, SMS, phone call, the app and now WhatsApp?
Since WB announced that it was attempting to support small businesses, the app is currently free. However, there has been talk about charging the bigger brands. While this might sound ideal, only time will tell if this will remain true.
Currently, the app is available only on Android but is supported via WhatsApp Web as well.