Small and medium-sized businesses (SMBs) play a vital role in global economies, making up 90 percent of businesses, providing over 70 percent of employment, and contributing 50 percent of the global GDP, according to the United Nations.
In Nigeria, SMBs are particularly crucial, driving economic growth, creating jobs, and fostering innovation. Recognising their significance, WhatsApp is equipping small businesses with the tools they need to succeed.
With more than 80 percent of people globally messaging a business at least once a week, WhatsApp has become a key platform for business transactions in Nigeria. The WhatsApp Business App is a tool, helping businesses enhance communication, streamline operations, and drive sales. Whether a business is just starting out or looking to optimize its processes, the platform offers several features designed to improve customer interactions and increase efficiency.
Here are five essential WhatsApp Business features that every small business should be using:
1. Catalog
For small businesses, having a clear and accessible product showcase is essential. The Catalog feature eliminates the need to send multiple images and descriptions manually, allowing businesses to create a digital storefront within WhatsApp. Customers can browse products and services with ease, just like they would on a website. On how to use it, businesses will need to navigate the Business Tools > Catalog. Add product images, videos, names, descriptions, and pricing. Share catalog links with customers via chat.
2. Quick Replies
Handling a large volume of customer inquiries can be overwhelming, especially when responding to similar questions multiple times. Quick Replies solve this problem by allowing businesses to create and store preset responses for frequently asked questions, such as greetings, order confirmations, or return policies.To use this, go to Settings > Business Tools > Quick Replies. Create and save responses for common queries. Use the shortcut “/” in a chat to quickly insert a response.
3. Labels
Keeping track of multiple customer conversations can be challenging, especially for businesses handling numerous orders and inquiries. The Labels feature allows businesses to categorize chats and messages based on order status, customer type, or priority level.
To use this feature, one needs to open a chat and tap on the three-dot menu; select Label Chat and assign labels such as New Customer, Order Placed, Pending Payment, or Completed Order.
Away Messages
Customers expect timely responses, but small business owners can’t always be online. Away Messages allow businesses to set automated responses when they’re unavailable, ensuring customers are still engaged.
To use this feature, navigate to Business Tools > Away Message / Greeting Message. Set up a custom message (e.g., ‘Thank you for reaching out! We’ll respond as soon as possible’ and schedule when the message should be sent (e.g., outside business hours).
Meta Verified
Building trust with customers is essential for small businesses. Meta Verified is a paid subscription that helps businesses increase credibility, improve security, and enhance account support. By verifying their accounts, businesses can attract more customers, drive engagement, and stand out from competitors.
To use this feature, go to Settings or Business Tools and tap Meta Verified and follow the subscription process.
