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WhatsApp: Shaking Up Business Communication

This popular messaging app is used by over 2 billion people worldwide. Initially developed for personal use, recently businesses have started to recognize WhatsApp’s potential for communicating with customers. It is WhatsApps’ roots as a personal messaging tool that makes its use for businesses so unique. 

Most WhatsApp users, utilise the app to interact with their friends and family alongside their business contacts, therefore it is no surprise that the opening rate for WhatsApp messages is much higher than other tools such as email and SMS. An astonishing 98% of WhatsApp messages are opened within the first 2 hours of being sent. Which is 5 times more than emails and SMS’. 

But with WhatsApp placed as a personal messaging and business messaging tool, its benefits come with a range of drawbacks. In this blog, we will explore both the negative and positive aspects of using WhatsApp in your business.

Table of Contents

Why You Need WhatsApp Business

WhatsApp Business is a messaging app designed specifically for businesses to communicate with their customers. It offers a range of features to help businesses establish a strong and efficient communication channel with their customers. 

Instant Messaging and convenience

WhatsApp offers instant messaging capabilities for businesses to communicate with customers quickly and efficiently. Whether it’s a customer inquiry, complaint, or order confirmation, businesses can respond to customers in real-time using WhatsApp. This allows businesses to provide a better customer experience and build stronger relationships.

You are able to send messages anytime and from anywhere, without having to wait on hold or navigate through complicated phone menus. WhatsApp also allows businesses to send updates and notifications to customers, making it easier for customers to stay informed about new products, promotions, and other important news.

WhatsApp communication is an easily accessible two-way street. Not only in accessing new customers but also with ongoing client communication. Instead of writing a lengthy email, asking a single question, and waiting until the person on the other side opens their inbox, a quick WhatsApp message will do.

While WhatsApp is suitable for notifications such as delivery alerts and customer support, it also provides an opportunity for businesses to engage with their customers directly, similar to physical store locations or phone calls. 

Versatility in Improved Customer Engagement

WhatsApp’s versatility makes it a valuable tool for businesses of all sizes and industries. Of the 98% of messages opened within the first 2 hours of being sent, WhatsApp has a 45 – 60% conversation rate through its WhatsApp Broadcast function, which is 12 times higher than emails and SMS.

WhatsApp can help businesses to improve their customer engagement by providing a more personalized and interactive experience. With WhatsApp, businesses can send targeted messages and promotions to customers, conduct surveys, and even provide one-on-one support. This can help businesses to better understand their customer’s needs and preferences, and tailor their offerings accordingly.


Messaging privately and securely

WhatsApp offers a significant benefit with its end-to-end encryption and strict privacy protection for it’s users. 

This feature is a major draw for WhatsApp users who want a secure way to connect with businesses they’re interested in engaging with. WhatsApp also provides protection for companies that need to remain compliant and secure. The app includes two-factor authentication (2FA), which ensures that you’re communicating with the intended recipient.

WhatsApp presents many possibilities for HR companies, such as conducting confidential interviews, exchanging classified documents, and reviewing candidate videos in a secure, private app

WhatsApp Broadcast

One of the main benefits of using WhatsApp Broadcast is that it allows businesses to communicate with their customers in a personalized and direct way. Unlike other mass messaging platforms, such as email or social media, WhatsApp messages are more likely to be read and responded to by customers since they are sent directly to their mobile phones.

Another advantage of using WhatsApp Broadcast is that it is a cost-effective marketing tool. Sending messages through WhatsApp is free, making it a great option for businesses that are on a tight budget. Additionally, businesses can save time by sending one message to multiple customers at once, rather than sending individual messages to each customer.

Using WhatsApp Broadcast can also help businesses to improve their customer engagement and retention. By sending regular updates and promotions to their customers, businesses can keep their brand top of mind and encourage repeat business.

Groups VS Communities

WhatsApp Groups for Internal Communication

Many businesses have begun to adopt the platform as a tool for internal communication. WhatsApp groups provide a fast, efficient, and convenient way for employees to communicate with each other, share files, and collaborate on projects. Thus, fostering collaboration, and communication among employees, and improving decision-making and problem-solving within the workplace. 

One of the main benefits of using WhatsApp groups for internal communication is that it allows for quick and easy communication among team members. In a traditional office setting, employees need to schedule a meeting or send an email to communicate with one another. However, with WhatsApp groups, employees can quickly send messages to multiple team members at once. This can save a significant amount of time and streamline communication within the workplace.

Another benefit of using WhatsApp groups for internal communication is that it can help to foster a sense of community and collaboration among employees. By creating groups for different teams or departments, employees can easily share updates, ask questions, and collaborate on projects. This can help to break down silos and encourage employees to work together towards common goals.

WhatsApp groups also provide a convenient way for employees to share files and documents with each other. By uploading files to the group, employees can quickly and easily share information with their colleagues. This can be especially useful for teams that are working on projects together, as it allows for real-time collaboration and feedback.

WhatsApp Communities

WhatsApp communities are groups created on the WhatsApp platform for people with a common interest, goal, or affiliation to come together and communicate. These communities can be created by individuals, businesses, organizations, and institutions and are a powerful way to engage and connect with customers, members, or followers.

WhatsApp communities allow members to exchange messages, photos, videos, documents, and other media in real-time. Members can also create sub-groups within the community for more targeted communication and collaboration. Communities can be public or private, and membership can be open or by invitation only.

Businesses can leverage WhatsApp communities to provide customer support, conduct surveys, promote new products or services, network with other businesses, and provide real-time updates to customers. WhatsApp communities provide a more personalized and interactive experience for customers, leading to higher engagement, loyalty, and sales.

By creating a community around your brand, creates brand loyalty.  WhatsApp communities is great for networking and building relationships with other businesses and influencers in your industry.

Negatives to Keep In mind


WhatsApp notifications can be a distraction for employees, particularly if they receive a high volume of messages. Businesses must establish clear guidelines on how to manage WhatsApp messages during work hours to ensure that employees are not distracted from their primary responsibilities.

Lack of Proffesionalism

WhatsApp is a casual messaging app that is primarily used for personal communication. Using WhatsApp for business purposes can sometimes lack professionalism, and businesses must be careful to ensure that their messages are appropriate and convey the desired tone.


Businesses who use WhatsApp must be careful not to spam customers with unwanted messages, which can be a turnoff for customers and damage the business’s reputation. Businesses must be careful to only send messages that are relevant and valuable to their customers.

Contact Us

Speaking of WhatsApp, have you seen the icon in the right corner of your screen yet? Just give it a click to come in contact with us. 

If your bussiness  is big or small, if you started a new bussiness or want a new look, Peach Black is perfect for you. we are passionate about assisting you to get the most out of your marketing strategy. 

If you need some expert advice on your current social media pages or brand identity? We offer FREE consultation on TWO of your social media pages or business website.


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