The most important information at a glance: We explain what Conversational Commerce is all about and how your company can benefit from the new way of online commerce.

Messaging is part of everyday life for most people. WhatsApp, Facebook and Telegram are used daily to exchange messages among friends and with family members. Life and the way people communicate with each other is becoming more digital - a trend that was accelerated by the Corona pandemic.

This revolution in communication is fuelling a new trend in online commerce: Conversational Commerce. But what is Conversational Commerce? How can your company benefit from it?

Here you will find the most important information and interesting facts about Conversational Commerce. 

# What is Conversational Commerce? 
**The term Conversational Commerce refers to the overlap between digital communication and shopping. Specifically, it relates to consumer and business interactions via messaging apps, chats or voice technologies.** 

Online shopping and customer support are no longer limited to a company's website. Customers can chat with companies, ask questions, receive personalized recommendations, read reviews and buy products - all within messaging apps. Consumers interact with employees, a chatbot or a mixture of both.

# Conversational Commerce Interesting facts 
Messenger are one of the most popular communication channels for people. Several billion messages are sent every day via various messenger services, privately and for business.

According to a [Statista survey](https://www.statista.com/statistics/258749/most-popular-global-mobile-messenger-apps/), WhatsApp is the most popular messaging app worldwide with more than 2 billion users. It is followed by Facebook Messenger with 1.3 billion users. Telegram and Snapchat each have over 500 million active users worldwide. These figures alone show that there is great potential for companies in the area of conversational commerce. 

Even if the use of WhatsApp is primarily based on private motives, consumers are increasingly using the messenger to get in touch with companies. In the most frequent cases, it is about questions about the product, the order or possible complaints. This means that conversational commerce is not just about sales, but about the entire customer journey.

Most customers are not only concerned about the product, the service or the company. This is confirmed by a [survey by Salesforce](https://www.salesforce.com/au/blog/2019/06/state-of-the-connected-customer--engagement-trends-you-need-to-k): 84 % of consumers feel that the customer experience is just as important as the product itself. 

# How does Conversational Commerce work? 
## Conversational Commerce Channels
Conversational Commerce changes the way customers engage with companies. The following communication channels are among the most important: 

- Messaging apps
- Website chat
- Chatbots
- Voice assistants

## In dialogue with the target group right from the start 
Conversational Commerce offers uncomplicated touchpoints and simplifies communication between private individuals and companies. But how exactly does conversational commerce actually work? 

From the first contact, to the conclusion of the purchase, to after-sales management - conversational commerce influences and improves the entire customer journey. Conversational Commerce can be used at all stages of the customer journey:

- Awareness
- Consideration
- Purchase
- Retention
- Advocacy

Already at the beginning, when prospective customers realize that a certain problem or need exists, companies can offer different channels for easy contact. Instead of letting customers search for the right information for a long time themselves, you as a company offer support already in this phase.

When the customer is ready to make a purchase decision, further information on the process is exchanged or the ordering process is handled directly via Messenger. Consultation-intensive products or services, B2B companies and small businesses benefit from conversational commerce at this point in the customer journey.

## Processing payments via Conversational Commerce
Conversational commerce is currently experiencing an enormous upswing. A digital, uncomplicated shopping experience does not stop with the customer's order process. Payment is the point that usually causes the most purchase abandonment and therefore poses the greatest risk of losing customers. 

Seamlessly integrating the payment process makes the purchase even easier, reducing the likelihood of losing customers due to a cumbersome payment process. This can be done by sending a payment link, for example. The entire process is geared towards the target group to make purchases faster and with as little effort as possible. 

# Is Conversational Commerce the future of e-commerce? 
New technologies and platforms are influencing not only how people communicate privately, but also how consumers engage with brands. The boundaries between private use of messaging apps and communication with brands are increasingly disappearing. Millennials and Generation Z in particular are increasingly willing to drop the boundaries between personal, business and private communication.

From searching for products, to payment, to tracking delivery, the entire process can be done through platforms like WhatsApp or Facebook Messenger. This takes digital commerce to a new level of convenience and encourages a customer-centric way of doing business. 

# Advantages of Conversational Commerce
With Conversational Commerce you offer your target group a convenient, uncomplicated and personal shopping experience. But it's not just consumers who benefit from this new way of online commerce; it can also improve business goals: 

## Lower order abandonment rates
Customers are often deterred by the need to create an account, high shipping costs or a confusing ordering process. In this case, conversational commerce via a web chat improves the customer experience, supports prospective customers in the ordering process and thus leads to lower abandonment rates. 

## Collect customer feedback
Collecting feedback during conversations with customers is easier than using traditional surveys. In direct dialogue with your target group, via WhatsApp or other messengers, you can easily collect feedback. Evaluation reminders are sent to customers via text message without much effort. 

## Up-selling and cross-selling
Up-selling and cross-selling strategies can give you the chance to improve your bottom line by selling more to existing customers. Through webchat, WhatsApp or other channels, customers are informed about other relevant or complementary products. 

## Improve customer loyalty
By offering your customers exactly the communication channels they use privately, you create trust. With conversational commerce, you accompany your target group through all the steps of the customer journey and thus improve the relationship with your clientele in the long term.  

# Conversational Commerce with Superchat
Take your online presence to the next level. Superchat's messaging platform offers the most important conversational commerce channels for your business: WhatsApp Business, Facebook Messenger, Telegram, Webchat, Email and SMS.

With Superchat, you can use WhatsApp 100% DSGVO-compliant, with multiple users and end devices for communication with your customers. In this way, you offer your target group a modern and uncomplicated customer journey. 

All functions of Superchat at a glance

- All communication channels in one inbox
- WhatsApp Business 100% DSGVO-compliant and with multiple users
- Webchat widget for your website
- Create message templates and out of office notes
- Assign incoming messages 
- Add internal notes to conversations
- Manage and track online reviews

Would you like to use Superchat? Do you have questions about our product? Contact us easily and without obligation here [via WhatsApp](https://api.whatsapp.com/send/?phone=4915735998141&text&app_absent=0), or send us an email at [hello@superchat.uk](mailto:hello@superchat.de).

Conversational Commerce – Innovation in Online Business

Wondering how to use WhatsApp in your company? After reading this guide you will know everything about the WhatsApp Business API, it's benefits and how to get started. 

WhatsApp is the most popular messenger worldwide. In the past years, the messenger has evolved and is used for more than private conversations. Meta has realized the massive potential WhatsApp brings to the table when it comes to the communication between companies and consumers. 

This guide will answer the following questions: 
- What is the WhatsApp API?
- What is the difference between the WhatsApp Business App and the API? 
- How to use WhatsApp in compliance with GDPR? 
- What are the benefits of using WhatsApp for customer communication? 
- and many more...

# How popular is WhatsApp? 
WhatsApp was founded in 2009 by Jan Koum and Brian Acton. Within a very short time, the app became one of the most popular short messaging services and was acquired by Facebook for $19 billion in 2014.

Several billion people use messengers like Facebook, WhatsApp, Instagram and Telegram every day. WhatsApp is the top dog among messengers, globally and in Germany. According to a study by Statista, more than 2 billion people worldwide and over 60 million Germans use WhatsApp every day. Every day, more than 100 million messages are sent via WhatsApp in Germany.

# WhatsApp Business App vs. WhatsApp API
Currently, WhatsApp offers two solutions for business use: the WhatsApp Business App and the WhatsApp Business API.

## WhatsApp Business App
The WhatsApp Business App offers companies the possibility to use the messenger for communication purposes. WhatsApp Business can be seen as an extension of the normal app and is free to use. 

The WhatsApp Business App is primarily aimed at small and local businesses. ‍With a WhatsApp Business account, text modules can be created for recurring questions or automated messages can be sent.

**However, not all data security requirements are met, as WhatsApp accesses the address book and collects metadata, among other things.**

Apart from that, the use is limited to a maximum of 4 other devices. In addition, WhatsApp Business cannot be used simultaneously with a private account on a smartphone. This is only possible if the phone has a dual-SIM feature or one of the numbers is a digital SIM.

**Note: A normal WhatsApp account should not be used for customer communication.**

The normal WhatsApp application is intended for private communication only. Just like the WhatsApp Business App, this version of the messenger does not meet the data protection requirements for commercial use.

## WhatsApp Business API
The WhatsApp Business API or WhatsApp API was released in 2018 and enables companies to use the messenger in a DSGVO-compliant manner. Unlike WhatsApp Business, the API is not free of charge.

The use of the WhatsApp API is possible via a provider, must be verified via WhatsApp or Facebook and can only be used after confirmation.

Since May 2022, there is also the WhatsApp Cloud API. The WhatsApp Cloud API offers companies direct access to the WhatsApp API and is intended to simplify integration for companies.

This means that companies will be able to integrate WhatsApp themselves into their back-end systems in the future. While the API is accessible to every company, a certain technical know-how and engineering resources are required for the implementation. 

An API (Application Programming Interface) is a programming interface that facilitates data transfer between systems. Via an API, different applications can communicate with each other in a fast and easy way.

💡 What is an API?

Once activated, the WhatsApp business account is accessible via the respective third-party provider, for instance Superchat. This allows multiple users to access WhatsApp from different devices.

||WhatsApp Business|WhatsApp API|
|:---:|:---:|:---:|
| **Best for** |Small Businesses|All Businesses|
| **Availability** |Download for iOS & Android|Only via API provider|
| **Implementation** |Autonomous|Via API provider|
| **Costs** |For free|Depending on provider|
| **GDPR-compliant** |❌|✅|
| **For multiple users** |❌|✅|
| **WhatsApp Marketing** |❌|✅|

More about WhatsApp Business 👉 [What is a WhatsApp Business Account?](https://www.superchat.com/blog/what-is-a-whatsapp-business-account)

This might be interesting for you 📣

# What does the WhatsApp Business API cost?
The WhatsApp Business app can currently be used free of charge and is primarily suitable for individual users who want to use the messenger for business purposes.

**The WhatsApp API, on the other hand, is not free of charge. It's important to note that Meta is setting the prices for messaging via WhatsApp and costs also differ among available messaging solutions.** 

Meta's last price adjustment was in June 2023. Meta introduced four new categories for the pricing: Marketing, Administration, Authentication, and Service. Prices for the individual categories range from €0.06 to €0.11 per conversation. All users of the WhatsApp Business API are affected by these changes.

To make it short: Meta charges per started WhatsApp conversation and the cost depends on whether it is a business-initiated or user-initiated conversation.

| Category         | Description                                                                                                                         | Type                | Price per started Conversation  |
|-------------------|--------------------------------------------------------------------------------------------------------------------------------------|--------------------|-------------------------------------|
| Administration        | Conversation providing essential information about customer accounts, transactions, orders, or other post-purchase updates.   | Business-initiated | 0,0707 €                            |
| Authentication | Conversation using one-time passwords or verification codes to access a customer account.                                     | Business-initiated | 0,0636 €                            |
| Marketing         | Conversation featuring promotional offers or product announcements.                                                                           | Business-initiated | 0,1131 €                            |
| Service           | Conversation started by your customers.                                                                                  | User-initiated     | 0,0679 €                            |

Business-initiated conversations and user-initiated conversations are given a time window of 24 hours. Within this time frame you can send predefined WhatsApp templates or individual replies. There are no additional costs for messages within this time window.

Good to know 💡

# Is the WhatsApp Business API in compliance with the GDPR?
Although the [WhatsApp Business](https://www.superchat.com/blog/whatsapp-business-explained) App was designed for small businesses, it is not compliant with the GDPR regulations due to various aspects. **Only the WhatsApp Business API can be used by businesses in a GDPR-compliant manner.**

## Why is WhatsApp is facing criticism?
In order to protect people's privacy, the General Data Protection Regulation has been implemented in 2018. This agreement applies to all EU member states and regulates how personal data is handled.

WhatsApp collects a lot of personal data. This includes the profile name, phone number or location. In addition, the messenger app has access to metadata of individual messages. With this metadata, it is possible to track who sent a message to whom and when.

Apart from that, WhatsApp can access users' address books, store automatic backups unencrypted, and theoretically pass on data to the parent company Facebook.

## The WhatsApp Business App is not fully compliant with the GDPR
As a business owner, you are responsible for both the collection and treatment of personal customer data. Although communication via WhatsApp is end-to-end encrypted, this does not make it completely secure.

Since WhatsApp Business still accesses metadata and contact lists, its use is problematic from a data protection perspective.

## The WhatsApp API is the secure option
Despite criticism, many people continue to use WhatsApp. This makes WhatsApp an attractive communication channel for businesses. If you want to use WhatsApp compliant with the GDPR in your company, the WhatsApp API is the only solution.

Via the API, the issue of data protection is up to you and your WhatsApp API provider. The messenger can be used for communication with customers in a legally safe manner via a data processing agreement (DPA) and by implementing a number of other data protection measures.

# How to set up a WhatsApp Business Account
Accounts that are used via WhatsApp Business or the WhatsApp Business API are called business accounts. But how do you actually get a WhatsApp Business Account?

- In order to use the WhatsApp Business API, the WhatsApp company profile must be verified via the Facebook Business Manager.
- A phone number must be registered in the WhatsApp customer service channel. Here you can enter both a mobile number or a landline number.

As a Superchat customer, you will automatically receive a WhatsApp Business Account. The Superchat team will assist you with implementation and verification.

# The WhatsApp newsletter... what is it?
Until December 2019, businesses could send bulk messages without any problems. Then WhatsApp announced the end of WhatsApp Newsletter for the time being. ‍Since mid-2021, companies can send push messages to customers again. 

WhatsApp Marketing messages can only be sent out via the API and if the recipient gave their consent (opt-in) in receiving these promotional messages. Another requirement is the use of WhatsApp Templates. Before sending out the newsletter, the template has to be verified by WhatsApp. 

Don't miss out on our new guide 👉 [Conversational Commerce Guide (2023)](https://www.superchat.com/guides/conversational-commercehttps://www.superchat.com/blog/whatsapp-business-explained)

More about WhatsApp & Marketing 🚀

## Is the WhatsApp Newsletter the same as WhatsApp Broadcast?
No, the WhatsApp Newsletter is fundamentally different from WhatsApp Broadcast. [WhatsApp Broadcast](https://www.superchat.com/blog/broadcast-on-whatsapp-for-business) is accessible to private users and users of the WhatsApp Business app and allows messages to be sent via so-called broadcast lists.

This function is not suitable for companies due to data protection concerns. The distribution of advertising content should only be managed via the WhatsApp API.

# The benefits of using the WhatsApp Business API
For companies that view WhatsApp as an important communication channel, would like to use the messenger with several employees and value data protection, the WhatsApp API is the ideal solution.

WhatsApp is the most popular messenger worldwide. By using the WhatsApp API, you give your customers a digital way to get in touch with your company.

In addition to traditional customer service, WhatsApp offers plenty of options for use in other areas. The WhatsApp Newsletter allows for customer-oriented campaigns that are guaranteed to resonate with your target group.

Areas such as recruitment or sales also benefit from WhatsApp. Communication is accelerated and simplified.

The most important benefits of the WhatsApp API:

- WhatsApp business profile with important basic information
- GDPR-compliant use of WhatsApp Business
- End-to-end encrypted messages
- Use with multiple employees and [across multiple devices](https://www.superchat.com/blog/whatsapp-on-multiple-devices)
- Creation of automated responses and message templates
- Fast and uncomplicated response to customer inquiries
- Sending out offers, information and more via WhatsApp campaigns

# Get access to the WhatsApp Business API via Superchat
Superchat wants to make digital customer communication as simple as possible. Via Superchat's WhatsApp solution, companies can use the Messenger in a GDPR-compliant way to communicate with their target audience.

With Superchat, all messages received via WhatsApp, Facebook Messenger, email, Google Business Messenger, Telegram and SMS are bundled in one inbox. This gives you a comprehensive overview of all customer inquiries.

Want to know more? Do you have any questions about our product? Contact us easily and without obligation here via [WhatsApp](https://wa.me/4915735998141/?text=Hey%20there%2C%20I%20want%20to%20know%20more%20about%20Superchat!).

The Definitive WhatsApp Business API Guide (2025)

The most important information at a glance: Learn what the Instagram Messaging API is all about and how to use Instagram for customer communication.

Instagram is an important marketing and communication channel for businesses. Since June 2021, Instagram's Instagram Messaging API has been available to external developers. This makes customer communication via Instagram Direct Messages even more professional and provides businesses with new possibilities.

What is the Instagram API? How do you get access? Why should businesses use Instagram via the API? Here you will find the most important information about Instagram's messaging API.

# The most important facts about Instagram
Instagram is a popular social network for sharing photos and videos. The app was developed in 2010 by Kevin Systrom and Mike Krieger. Just two years later, the company was bought by Facebook for around one billion dollars. Over the years, the social network has continued to evolve and user numbers are also steadily increasing. The importance of Instagram is proven by the following figures:

- More than one billion active monthly Instagram users worldwide.
- More than 500 million people worldwide use Instagram Stories every day
- At least 200 million businesses use Instagram as a marketing channel

The user figures make it clear that Instagram is an important marketing and communication channel for a large number of companies. There is a good chance that their own target group is also active on Instagram. Generation Y and Z, i.e. consumers between the ages of 18 and 34, make up more than 60% of Instagram users. 

Instagram plays one of the main roles in the topic of conversational commerce. Conversational commerce bridges the gap between customer support and sales: through digital communication channels, consumers are accompanied throughout the entire customer journey, with the successful completion of the purchase as the goal. Instagram is not just for finding inspiration.

The platform is a place for consumers to get in touch directly with businesses. This makes Instagram an important and attractive channel for conversational commerce. Via the shopping functions, for example, articles can be linked to pictures, which take customers directly to the online shop.

# Types of Instagram accounts
Personal accounts are for individuals, without the goal of making money from them. There are two types of accounts on Instagram - personal and professional. Professional accounts are divided into business and creator profiles.

## What is Instagram Business?
Instagram Business is a solution for businesses and has existed since 2014. The Instagram Business account is free and offers more functions than a private Instagram profile. This includes a professional dashboard that provides information about the behaviour of followers and users. In addition, Instagram offers functions for placing paid advertisements or integrating a shop. 

## Should businesses use Instagram?
With the potential to reach so many people, Instagram is a valuable platform to get to know your target audience, cater to their needs and connect with them.

People are spending more and more time online and on social networks. To stay relevant, businesses need to be present on the channels used by their target audience. With the large and diverse number of users, chances are good that your target group is also active on Instagram. 

The advantage of an Instagram business is not only the number of people you can reach. Business profiles offer access to a range of professional tools and features that are not available to private accounts.

## How do I get an Instagram Business Account? 
An Instagram Business Account is free and can be set up via the profile settings. Via the settings, a private Instagram account can be converted into a business profile with just a few clicks. There, businesses have the option to select the company's industry and add further information such as contact details. 
# What is the Instagram API?
The [Instagram API](https://www.superchat.de/produkt/instagram-api) for messaging has been open to the public since June 2021. It gives businesses the opportunity to make communication with customers even better and more personal.

**Via the API, Instagram can be integrated into messaging platforms such as Superchat. So you don't have to open the Instagram app to reply to messages. Companies can manage Instagram together with other communication channels via a central platform.**

## Who can use the Messaging Instagram API? 
All businesses can use the Messenger API for Instagram. Initially, the Instagram API could only be used for accounts between 10,000 and 100,000 followers. This limit was lifted in August 2021. The only requirement for using the Messenger API is an Instagram Business account. 

## How do I get access to the Instagram API?
The messaging API is accessible via third-party providers. Via omnichannel communication platforms such as Superchat, companies can get access to the Instagram API. The advantage is that you can bundle several communication channels in one place. In addition to Instagram, other messengers, such as WhatsApp Business or Facebook Messenger, can be managed from one platform. 

# Functions & advantages of the Instagram Messaging API
With the Instagram API, businesses have further options for communicating with customers. The Instagram API enables companies to improve the customer journey.

Chat building blocks or templates can be used to answer questions even faster or to respond to recurring questions. Common uses:

- Sending and receiving text, media, stories, etc.
- Retrieving conversation history from the Instagram inbox.
- Responding to public comments with chat messages

## Advantages of Instagram's messaging API
The biggest advantage is that businesses no longer have to manage the channel separately. This is a significant relief for employees. Through the messaging API, Instagram is available across omnichannel communication platforms and can be used together with other channels from a central platform. Several users answer customer enquiries together as a team. Other benefits of the Instagram Messenger API:

- Keep an eye on incoming customer messages and answer them efficiently.
- Improve customer loyalty and satisfaction 
- Scale customer support and communication

# Instagram API along the customer journey
Chances are high that your target audience is also active on Instagram. By using the Instagram Messaging API, you can engage with your clientele at all levels of the Customer Journey: 

- **Awareness**: First customer contact via Instagram
- **Consideration**: Answer questions about the product and service
- **Purchase**: Support with the purchase decision and help with the ordering process
- **Care**: Order management and support after a successful purchase

The Instagram API enables conversations via different entry points. On the one hand, customers can get in touch with brands via their Instagram profile or Stories. On the other hand, companies can now have personal conversations with customers who have left questions and comments about a particular post.

# Instagram Messenger API with Superchat
Take your online presence to the next level and use the Instagram API with Superchat. Superchat's messaging platform lets you bundle the most important communication channels in one place: Instagram, WhatsApp Business, Facebook Messenger, Telegram, Webchat, Email and SMS.

## All functions of Superchat at a glance

- All communication channels in one inbox
- WhatsApp Business 100% GDPR compliant and with multiple users
- Webchat widget for your website
- Create message templates and out-of-office notes
- Assign incoming messages 
- Internally add notes to conversations
- Manage and track online reviews

Would you like to use Superchat? Do you have questions about our product? Contact us easily and without obligation here [via WhatsApp](https://api.whatsapp.com/send/?phone=4915735998141&text&app_absent=0), or send us an email at [hello@superchat.uk](mailto:hello@superchat.de).

Instagram API ‒ A detailed Guide for Businesses

Are you considering creating a Google My Business profile? Or you already have a Google entry but don't know how to use it optimally? Here you will find all the important information about Google My Business, Google reviews and much more.

Google is one of the most successful and valuable companies in the world. For more than 20 years, people all over the world have been using the tool to search for information on the internet.

For companies, the platform offers a place to get in touch with potential customers and interested parties. In this overview, you will find all the important and relevant information about Google My Business. 

# What is Google My Business?
Google My Business is a free tool for businesses and organisations to manage their online profile in Google Search. **Businesses can share important business information and news with their target audience via a Google My Business listing.**  

Update: In November 2021, Google announced that **Google My Business will be officially renamed** to Google Business Profile. In the future, verification and Google Business Profile editing will also be simplified.

## What does Google My Business cost? 
Google My Business is completely free and can be used by any business or organisation. Businesses can register and verify themselves easily and with just a few steps and will appear on Google in the local search results shortly afterwards. 

## Google My Business vs. Google Maps: What is the difference?
The main difference between Google My Business and Maps is that Google Maps shows the location of your business and provides directions. Google My Business, on the other hand, provides all the information relevant for users to do business with a company. **A fully optimised Google My Business listing displays more detailed information about businesses on Google Maps.**

With the new Google Business Profile, Google plans to **merge the two search results.** Under the new name Google Business Profile, Google My Business and Google Maps entries are to be combined. This is intended to simplify processing for businesses.

## Do businesses need Google My Business?
In a worldwide comparison with other search engines, Google is in first place by a wide margin [measured by page views](https://de.statista.com/statistik/daten/studie/225953/umfrage/die-weltweit-meistgenutzten-suchmaschinen/). **Around 3.5 billion search queries are made via Google per day.**

According to official figures, around half of these search queries come from mobile devices. So there is a very good chance that your target group also uses Google and probably even several times a day. 

Via Google My Business, companies are already there for their target group, right at the moment of the search. An optimised business account provides information about the most important information, contact details and opening hours. Especially for small and local businesses, it is important to make this data transparent and easily accessible to customers.

# Create a Google My Business account
Registering with Google My Business takes just a few steps: 

- [Go to Google My Business page](https://www.google.com/intl/de_de/business/)
- Select business name and category 
- Add location
- Enter field of application
- Set contact details
- Verify your account

Right at the beginning of the registration process, you will be asked for the most important information such as company name and category. Make sure that the spelling of the company name is consistent and correct here.

When choosing the company category, be as specific and appropriate as possible. The next steps are to determine locations, catchment area and contact details. Here you should also make sure that the data is entered without errors. 

## How is the Google Business profile verified? 
The last step in the registration process is the verification of the business. The method of verification depends on the type of business. If a fixed location has been entered, a **postcard with a verification code** will be sent. If there is no fixed location, the authentication is done by phone or digitally.

## Can any business create a Google My Business profile?
In theory, any business that has a physical location that people can visit can create a business account on Google My Business. However, the **Guidelines for Representing Businesses and Refraining from Illegal Activities** in connection with a Google My Business account must be noticed. If the guidelines are violated, the account can be blocked.

## Can information on Google My Business be changed? 
The information displayed in the Google My Business listing should always be correct and up-to-date. Information such as address, contact information, pictures or opening hours can be adjusted without much effort.

In addition to important information, it is also possible to share news and offers with interested parties via the Google Business profile. This area should also be **regularly updated**.

# Google My Business Checklist

# What is Google Business Chat?
Via Google Business Messages, **users can contact businesses directly via the Google My Business entry.** In this way, important questions from customers can be answered directly at the moment of the search. The chat button is currently only available on mobile devices.

For some time now, Google has been expanding the functions in the search with the aim of providing users with relevant information right from the start. In many cases, this results in so-called zero-click searches.

In some cases, users no longer even click on the search results or the link to the website, as the information they are looking for is displayed directly on Google. The Google Business Chat is now also intended to simplify communication for potential customers. 

The function can be activated via the company profile. An automatic welcome message for customers can also be stored there.

# Reviews on Google My Business 
It's no secret that customers compare online reviews before making a decision. Local businesses in particular depend on these reviews. 

## How important are Google reviews?
Most people have been in this situation at one time or another: you're out and about and looking for a restaurant nearby. You use Google Search or Maps to find suitable options. Besides the location, the ratings are the main focus. After all, you want to eat where it tastes good and where you get good service.

Poor or no Google reviews are convincing for very few prospective customers. This increases the pressure for businesses to generate positive and authentic reviews.

**Tip: The lower the effort for customers, the higher the chance of a positive review. Via a Google review link or QR code, customers straight to your Google My Business profile and can leave a review.**


## Can Google reviews be deleted?
Reviews on Google can be deleted if they violate Google's policies or applicable law. For example, content that violates Google's policies are:

- Advertising and spam
- Illegal content
- Sexual or offensive content
- Insults or harassment
- etc.

If Google reviews violate applicable personal rights, they can also be deleted. This includes, for example, reviews that contain insults, defamation or slander.

# Google My Business and SEO
Search engine optimisation is of great importance for large, small and local businesses alike. Most searches start on Google, whether it's online shopping or looking for a local restaurant.  

Most users click on links that appear at the top of Google search results. This includes the search results that belong to Google My Business. These are especially important for local searches when it comes to finding a specific business or place in the immediate vicinity or in a specific city.

**A well-optimised Google My Business profile accordingly has a positive effect on local SEO.**

# Improve communication and reviews
Superchat aims to make digital customer communication as easy as possible. With Superchat, businesses have the opportunity to **use all relevant communication channels via one platform**. You use Google Business Chat together with other channels such as WhatsApp, Email and co. via a universal inbox. 

On the one hand, you are directly accessible to your target group at the moment of a Google search. On the other hand, you get an overview of all incoming messages via the bundled inbox.

Our team is at your side right from the start and helps you set up your account and verify it.

## All functions of Superchat at a glance

- All communication channels in one inbox
- WhatsApp Business 100 % GDPR-compliant and with multiple users
- Webchat widget for your website
- Create message templates and out of office notes
- Assign incoming messages 
- Internally add notes to conversations
- Manage and track online reviews

Would you like to use Superchat? Do you have questions about our product? Contact us easily and without obligation here [via WhatsApp](https://api.whatsapp.com/send/?phone=4915735998141&text&app_absent=0), or send us an email at [hello@superchat.uk](mailto:hello@superchat.de).

Google My Business ‒ All information at a glance

Why is online reputation management so important? How do you improve your customer ratings? Here you will find the most important information on the topic of online reviews.

Your Internet presence is your company's flagship on the World Wide Web. This does not only include a website: Online reviews are becoming increasingly important. Customers listen to what other customers report. But how do you generate new customer reviews? On which review portals should you be present? How do you best deal with negative reviews?

Here you will find the most important information on how to improve your online reputation and efficiently manage, analyse and increase customer reviews.

# How important are customer reviews on the Internet?
Customers are interested in what other people have to say. How people rate your service, product or service on the Internet has an impact on your company's image. Online reviews on Google or other review portals have a direct influence on your online reputation, the purchase decisions of other customers and thus also on your turnover. However, it is not uncommon for unhappy customers in particular to leave reviews.

## What does online reputation mean?
Online reputation is the image of a company, a person, a product or a service on the Internet. Online reputation is influenced by the following factors:

- Customer reviews
- Presence in search results
- Media coverage
- Social media
- Discussions in forums
- and much more

## How do customers feel about online reviews? 
The opinion of happy or unhappy customers can have an impact on the purchase decision of prospective customers. Especially when there are several, equally valuable products or services to choose from, people tend to read online reviews. According to a [Statista survey published at the beginning of 2020](https://de.statista.com/statistik/daten/studie/490724/umfrage/nutzung-von-bewerungsportalen-vor-dem-online-einkauf-nach-altersgruppen/), 66% of 16- to 19-year-olds use online reviews as a decision-making aid.

Seriousness and trust play a major role here. If there are too many perfect reviews, consumers become suspicious and often fake reviews can be quickly recognised. Company profiles on which mainly 5-star ratings can be found appear dubious and untrustworthy. This is confirmed by a [study by Capterra](https://www.capterra.com.de/blog/1791/mehr-als-die-halfte-der-online-reviews-sind-fake-das-denken-deutsche-konsumenten): More than half of the respondents believe that at least 50% of online reviews are fake. 

## What rating portals are out there?
Customer opinions are collected and published on rating portals. Customers can rate products, services and companies there, among other things. For potential target groups, these portals offer a wide variety of information and experience reports that play a major role in the purchase decision.

Most portals take care to publish serious and verified customer reviews in order to guarantee an authentic image. On the one hand, positive online reviews increase the popularity of a company. On the other hand, bad or fake reviews can damage the image and scare off potential customers.

The selection of rating portals on the internet is diverse and offers both industry-independent platforms as well as specific rating sites for certain industries.

# How to deal with online reviews?
Reviews alone are no guarantee of success. How you as a business respond to online reviews, both positive and negative, has a big impact on potential customers. Good review management can help attract new customers and improve your online reputation. 

**Important: Do not leave customer reviews unanswered. Respond to positive and negative reviews.**

Dealing with negative comments in particular is not easy. You often need to be sensitive in order not to upset dissatisfied customers even more. In principle, regardless of whether it is a negative or positive review, you should thank the person for their feedback.

Show your customers that their opinion is important to you. Leaving customer feedback unanswered is one of the most common mistakes when responding to online reviews. If it is a negative customer review, the following tips should be taken to heart: 

- Do not take negative reviews personally
- Respond to complaints promptly
- Show empathy and understanding
- Respond to the person individually

# How to get positive customer reviews?
Customers tend to leave reviews especially when they are unhappy. The challenge is to convince the happy customers to write a positive review.

Be present with your company on relevant review portals. In addition to industry-specific platforms, this also includes Google My Business. Here, users can find important information and contact details as well as customer reviews. But that alone is not enough. To generate positive customer reviews, you have to act proactively. After the purchase, remind your customers to leave an online review.

Using the Google QR Code Generator, you can easily create a QR code or link that leads directly to your Google My Business profile. This gives customers the opportunity to write a review quickly and easily. 

## Why you should not buy customer reviews
Generating customer reviews in a natural way takes time and work. Buying fake reviews promises an easy solution to the problem. Providers of fake reviews offer a large number of positive reviews for a comparatively low price.

Even if these offers sound appealing, you should definitely not buy online reviews. On the one hand, buying online reviews is against the law and on the other hand, many review portals take action against fake reviews. Real, authentic feedback and loyal customer relationships are more valuable than fake online reviews.

## Improve SEO performance with Google reviews
Search engine optimisation (SEO) has become an important marketing area for small and local businesses in recent years. Google continues to expand its own search results, which means that most information can already be seen directly via the search engine. The Google My Business profile is considered the digital business card of a company.

On the Google My Business Profile, customers can find the most important information, contact data and ratings of a company. The better the profile is optimised, the greater the influence on SEO performance. This includes not only essential information such as address or contact details, but also customer reviews.

Search engine optimisation is no longer just about keywords. Trust, authority and expertise are among Google's important quality criteria. Genuine, positive and authentic customer reviews on Google make companies appear trustworthy. 

Google reviews influence whether users click on a search result or not. According to a survey by [BrightLocal](https://www.brightlocal.com/research/local-consumer-review-survey/), 57% of consumers will only choose a business if it has 4 or more stars. So if a business has positive and reputable reviews, users are more likely to trust the website and click on the Google search result.

# Competitive advantage thanks to customer reviews
Of course, review management can be very time-consuming for your company, but the effort is worth it. Consumers use reviews from other people to get an overview of different companies and products.

Online reviews play an important role in the purchase decision. With positive reviews you give your company a significant competitive advantage.

The process must be as simple as possible for customers. Therefore, you should remove all obstacles on the way to the review as far as possible in advance. It is best to ask your customers to rate your business through the same communication channel they use in their private lives. In doing so, you should not simply ask for a rating, but send a rating link directly.

Show your presence on relevant review portals, invite customers to submit new reviews and respond to incoming customer reviews.

# Improve online reviews with Superchat
Satisfied customers often don't think to leave a review. With Superchat, you can send your customers a review reminder quickly and easily. Various communication channels and messengers are available for this purpose.

As soon as a new notification is received via Google, Facebook or other rating portals, you will be notified via Superchat. 

- Superchat functions at a glance
- Notifications about new reviews
- Creation of templates for rating reminders
- Statistics on incoming ratings
- Add multiple review platforms
- Employee rankings 
- Mobile Superchat App

Would you like to use Superchat? Do you have any questions about our product? Contact us easily and without obligation [via WhatsApp,](https://api.whatsapp.com/send/?phone=4915735998141&text&app_absent=0) or write us an email at [hello@superchat.uk](mailto:hello@superchat.de). We look forward to hearing from you!

Online Reputation Management ‒ Answer, Improve & Manage Customer Reviews

WhatsApp is the future of marketing. The potential to reach more customers and generate more revenue through private messaging apps is huge. Learn more about the benefits of conversational marketing and how you can use WhatsApp newsletters to increase your marketing efficiency.

💡 Exclusive content about the use of Superchat and WhatsApp Business. [Subscribe now via WhatsApp and become a messaging expert!](https://api.whatsapp.com/send/?phone=4915735990091&text=Hey+Superchat.+Ich+m%C3%B6chte+zum+Business+Messaging+Experten+werden%21+&type=phone_number&app_absent=0)


Superchat Newsletter - Register now for free 🚀

After a short hiatus, WhatsApp newsletters made a comeback in June 2021. With a new name, new features, and new guidelines, it's finally possible to send messages to more than 256 contacts again.

The original feature was banned in 2019 because there were few, if any, rules for sending newsletter messages, which led to users being spammed with messages. Even though the old feature was always in a legal gray area, WhatsApp newsletters were part of everyday life for many businesses, but did little to prevent abuse. Arguing that WhatsApp was never intended for mass messaging, the feature was removed in 2019.

However, with the growing popularity of WhatsApp Business, Meta recognized the potential for businesses and expanded its offering for commercial users. With Promotional Messages, businesses once again have the ability to proactively engage with customers. 

# What are WhatsApp newsletters?
WhatsApp newsletters are also known as promotional messages or marketing notifications. These messages are proactively sent by businesses to their contacts to provide updates, information or offers.

Examples of marketing messages sent via WhatsApp include

- Product recommendations
- Customer reactivation
- News and updates
- Special offers (e.g. Black Friday)

WhatsApp newsletters work much like a traditional email newsletter. **But instead of getting lost in cluttered email inboxes, WhatsApp newsletters go where they are seen.**

# How does the new WhatsApp newsletter ensure data compliance and prevent spam?
Although never officially stated, the original newsletter feature in WhatsApp was retired due to abusive behavior. 

The good news is that sending newsletters via the[ WhatsApp Business API](https://www.superchat.com/guides/whatsapp-api-ultimate-guide) now has strong technical guardrails in place to prevent spam and ensure compliance with all major international data privacy standards, including the GDPR (EU), CPRA (California) or similar laws in the US, or the DPDP (India).

Unlike the WhatsApp app or the WhatsApp Business app, the API does not allow WhatsApp to access a user's address book, and all messages are sent encrypted as usual. 

Contacts must also opt-in to receive marketing notifications. This means that customers must provide consent, known as opt-in, and be informed of all relevant privacy policies. Using the WhatsApp Business API, you can collect newsletter opt-ins directly in a WhatsApp chat. Learn more in the guide below.

Additionally, businesses must create WhatsApp newsletter templates that have been approved by Meta before sending. 

[WhatsApp & the GDPR 👉 How can businesses use WhatsApp AND stay data compliant?](https://www.superchat.com/blog/whatsapp-gdpr-compliant)

Reading Recommendation 📣

## WhatsApp newsletter vs. broadcast - what's the difference?
[WhatsApp broadcasts](https://www.superchat.com/blog/broadcast-on-whatsapp-for-business) can be sent by both personal users and users of the [WhatsApp Business](https://www.superchat.com/blog/what-is-a-whatsapp-business-account) app. A broadcast list is used to send messages to multiple contacts at once.

One of the main differences from the real WhatsApp newsletter is that each broadcast list is limited to a maximum of 256 contacts. In contrast, the WhatsApp newsletter no longer has a fixed contact limit. While the newsletter could previously be sent to up to 1,000 recipients, Meta now divides WhatsApp Business accounts into quality levels. The more active a business is on WhatsApp Business and the higher the quality of their content, the more messages they can send per day.

For the message to reach customers, they must have the business number in their address book.

# WhatsApp Newsletter - Is Conversational Marketing the Future?
The way we communicate with each other has changed dramatically in recent years and decades. Most people rarely pick up the phone, and messengers like WhatsApp are increasingly replacing traditional communication channels. The term "conversational marketing", i.e. marketing in the form of conversations via messengers and chatbots, is becoming increasingly common in marketing.

Globally, more than 2 billion people regularly use WhatsApp and more than 140 billion messages are sent worldwide every day. The numbers speak for themselves.

Although email is still the most used medium for sending messages worldwide, this is mainly due to business use and spam. In most countries messengers like WhatsApp have overtaken email as the most popular channel for personal use already in the late 2010s, and WhatsApp is the leading the way. But WhatsApp is also conquering the business market, and it won't be long before more text messages are sent than emails overall.

More than 500 million businesses already rely on WhatsApp's business solutions. The messenger is particularly impressive, with an open rate of over 90 percent and a very fast response time from recipients.

| | **E-Mail** | **WhatsApp** |
| :---        |    :----:   |    :----:   |
| **Opening rate** | ~20 % | >90 % |
| **Conversion Rate** | ~1,5 % | >5 % |
| **⌀ Response Time**| ~90 minutes | ~90 seconds |

In 2022, approximately 65% of messages sent by customers to businesses were handled through WhatsApp. This figure refers to businesses using Superchat in 2022.

![Chart WhatsApp Newsletter Versand.png](https://media.graphassets.com/G7pENrwRPWeYOwYTQZZe)

It is also clear that the popularity of WhatsApp newsletters has increased significantly by the end of 2022. For example, businesses are using the messenger to inform customers about important promotions such as Black Friday. Detailed data on WhatsApp API usage and superchat campaigns can be found in the 2023 Messaging Report.

Superchat Messaging Report 2023

How important are Messaging and WhatsApp for companies?

Customers prefer to engage with companies through chat, especially when it comes to information or service requests. Why is that? Because it is easy to use, fast, and intuitive.

Questions can be answered quickly, order updates are easy to find, and in the best cases, orders can be placed directly through WhatsApp. It all adds up to an even simpler and more intuitive customer experience.

The benefits of WhatsApp Newsletters at a glance

- Keep messages out of customers' spam folders.
- Easy to create with just a few clicks, no time-consuming designs.
- The open rate for WhatsApp messages is over 90 percent.
- The WhatsApp newsletter looks the same on all devices.
- Modern and high-quality user experience.

# How to create a WhatsApp newsletter
WhatsApp marketing campaigns are ready to send in moments. However, there are a few requirements that need to be met before you can send:

- Send only through the WhatsApp Business API.
- Contact opt-in is mandatory.
- Newsletters can only be used through authorized templates.
- In Germany, there are several providers that give businesses access to the WhatsApp API. However, a WhatsApp campaign feature is not always included.

Whether you use Superchat or another provider, creating a WhatsApp newsletter campaign will most likely be similar:

1. Define the goals and content of the newsletter.
2. Create a WhatsApp template and wait for approval.
3. Create the campaign, select subscribers and send.
4. Track and analyze your WhatsApp newsletters.

So before you send the newsletter, you need to know what you want it to accomplish. What is the topic of the campaign? Who is your audience? When should it be sent?

The goals and content of WhatsApp newsletters vary. Typical goals include generating sales or increasing customer satisfaction.

The design of the newsletter has a big impact on the success of the campaign. WhatsApp templates can be enhanced with other elements in addition to text. Creative messages that include images, videos, emoticons or buttons stand out and are remembered by recipients.

Use building blocks! Personalized content and personalized wording is usually best received by customers. 


Tipp 💡

Use building blocks! Personalized content and wording is usually best received by customers.
Once the template is created and approved, the WhatsApp newsletter is ready to send. It is important that the marketing notification is only sent to contacts who have opted in.

Superchat allows you to analyze the newsletter campaign after it has been sent. You can see how many contacts received the message, how many times the newsletter was opened and how many responses you received. You can also send your own discount codes or exclusive offers as part of the newsletter and then analyze how often they are used.

## What is the best image format for WhatsApp newsletters?
In addition to text, visual design plays an important role. Images are most often sent to enhance the newsletter or to highlight specific information and products. The table below shows when to use which image formats:

**Format** | **Advantages** | **Disadvantages** |
| :--- | :----:   | :----:   |
| **Square** | Safe option and is ideally displayed in the preview | Takes up a relatively large amount of space in the message |
| **Portrait** | Suitable if the image (e.g. a specific product) should be in focus | Takes up a relatively large amount of space in the message |
| **Transverse format**| Always displayed in full in the preview and in the message | Not suitable if the focus should be on the image |

# WhatsApp newsletters with opt-in only 
In order to send WhatsApp newsletter campaigns, users need to opt-in. This is a basic requirement for using this feature.

Sending a newsletter via WhatsApp without first opting in is a violation of WhatsApp's policy and many privacy laws. Violations may result in account suspension and, in the worst case, legal action.

## What is opt-in and why is it important?
Before you send a newsletter, you need to know who you can send it to. Are you even allowed to contact your customers via WhatsApp at all? 

When it comes to general communication via WhatsApp, a standard opt-in is sufficient. For example, if a customer contacts the company via the website, the company will inform the customer about the applicable data protection regulations and the use of WhatsApp Business, e.g. via Superchat.

While not all countries require you to collect an opt-in to send newsletters, it is generally considered best practice and will improve your user experience. In this case, the opt-in must explicitly refer to receiving marketing content.

There is also the option of obtaining a double opt-in from subscribers. In this case, the recipient receives a notice of the privacy policy or marketing consent notice and then must confirm their opt-in via a website link. However, a single opt-in is usually sufficient.

## What are the requirements for a WhatsApp newsletter opt-in? 

In order for a contact's consent to meet WhatsApp's or Meta's requirements, the following conditions must be met:

- It must be clear that the person agrees to receive the messages.
- The company name must be clearly identifiable.
- Companies must comply with applicable laws (GDPR).
- It is also advisable to communicate the nature of the messages. It should be clear what content the person is signing up for and how often that content will be sent.

Where there is an opt-in, there must also be an opt-out. How users can unsubscribe from the campaign can be communicated directly when they sign up, in the newsletter itself or on the website.

The user experience should be at the heart of the opt-in and opt-out process. Both should be designed to be as simple and intuitive as possible for customers.

# Best practices for acquiring new newsletter subscribers

There are many ways to run a successful WhatsApp campaign. There are several ways to generate new subscribers and opt-ins.

## Website registration
A popular method is a pop-up on your own website. This can be displayed on specific product pages or categories to generate targeted newsletter subscribers. Many companies incentivize new subscribers by offering a discount. Again, it is important to point out the privacy policy.

You can also get the consent directly through WhatsApp. This can be done using keywords, for example.

## Opt-in via WhatsApp Business
If a prospect or customer wants to sign up for the WhatsApp newsletter, they simply need to send the keyword, such as "sign up," to the business account. They will then receive a confirmation that they have signed up for the newsletter.

## Merchandising stands and posters
If you have a brick-and-mortar store or a high-traffic location, you can promote your newsletter with a poster or display, preferably with a QR code. If you also contact customers by mail, have an online store, or ship products regularly, you can also include a card in your letters or packages.

## Click-to-Chat ads and Stories
If you are active on social media or even advertise on Facebook or Instagram, you can also use them to drive customers directly to your WhatsApp business chat and subscribe to your newsletter.

For example, you can use click-to-chat ads that lead directly to WhatsApp instead of a social media profile or your website to start a conversation. You can also use links in Stories, such as on Instagram, to direct users to your newsletter.

Unsubscribing is also be controlled by a keyword. Simply let recipients know that the keyword "unsubscribe" will stop sending messages.

ℹ️ Note

# Sending WhatsApp newsletters with Superchat
Superchat gives you the tools you need to digitize and modernize your communications. The Messaging Suite gives you access to the WhatsApp API, including features like the WhatsApp Business Newsletter. You can create WhatsApp templates, send campaigns and analyze them in no time.

You can also take advantage of the universal inbox that combines all of your important channels. This includes major channels such as Facebook, Instagram, Telegram, SMS and email.

See the key features of Superchat at a glance:

- All your communication channels in one universal inbox
- Use WhatsApp Business with multiple users and in a privacy-compliant way
- Send newsletters directly from WhatsApp Business
- Multi-channel webchat widget for your website
- Create message templates and out of office notes
- Add notes to internal conversations
- Manage and track online reviews
- Automate workflows with Zapier and Superchat
- Team chat for internal communication

Want to use the [WhatsApp newsletter](https://www.superchat.com/product/whatsapp-newsletter) with Superchat and learn more about the messaging suite? [Simply contact us via WhatsApp](https://wa.me/4915735998141/?text=Hallo%2C%20ich%20w%C3%BCrde%20gerne%20mehr%20%C3%BCber%20WhatsApp%20Business%20erfahren!).

The Ultimate WhatsApp Newsletter Guide (2025)

The most important information at a glance: Find out which options and tools Facebook provides for businesses.

Alongside WhatsApp and Instagram, Facebook is one of the big products of the Meta Group. Facebook and Facebook Messenger offer companies of all sizes numerous opportunities and tools for efficient and effective marketing, sales and customer support.

With around **3 billion** active users, Facebook is the social platform with the **widest reach** worldwide. In this guide, we present the most important functions for entrepreneurs.


# Facebook Messenger for Businesses
Facebook Messenger was launched in 2008, under the name "Facebook Chat". Over the years, the messenger has constantly evolved and offers interesting functions and use cases for companies.

With **17 million users**, it’s the **second most used** messaging service in Germany, behind WhatsApp. For business owners, Facebook Messenger offers a significant reach.

To master the use of Facebook Messenger, you need to understand and answer **four basic questions**:

- Which target groups do you reach via Facebook Messenger?
- How do you best draw prospects into the chat?
- How do you send one-to-many / newsletter messages?
- What are the options for managing messages?

# Facebook Business Manager
Facebook Business Manager (Meta Business Suite) represents a comprehensive platform which allows you to manage various Facebook / Instagram business accounts, advertising accounts and business assets, among others.

The **core features** of Facebook Business Manager include:
- Creation and management of **business assets** (e.g. Facebook business pages).
- Creation and management of **advertisements**
- Creation and management of **posts and stories**
- Evaluations and **analyses**
- Management of employees or **employee rights**
- Management of **security settings**
Understanding how to use Facebook Business Manager forms the basis for successful use of Facebook, Instagram and WhatsApp in a business context.


# Facebook Advertisement
A central building block for successful marketing is so-called paid advertising. Facebook offers you the opportunity to place advertisements on the platform.

Effectively building an organic reach on Facebook has become more difficult in recent years. Numerous new company profiles increase the competition.

As a compensation, advertisements represent a very good opportunity to appear specifically in front of your target group. At the same time, paid ads allow accurate tracking of spend and the facing business results such as lead generation.

In this regard, there are various forms of ads that you can use. From classic **ads in the Facebook feed** to **ads in Facebook Stories**.

There are various aspects to consider to use Facebook Ads successfully.

The understanding of your own **target group** or which people you specifically want to reach with paid advertising, is fundamental. 

In addition, the creation and design of your ads, as well as landing pages and CTAs (call-to-actions), are important. This is primarily about topics such as **wording, visualization and placement**.

The final step is to measure the success of your ads. Based on these results, you can adjust and optimize the previously mentioned points.

# Shaping Customer Journeys along Facebook, Instagram and WhatsApp
As mentioned in the beginning of this article, Facebook, together with Instagram and WhatsApp, forms the foundation of Meta's business model.

Accordingly, there are various options for companies to design customer journeys across the different platforms.
You can, for example, implement a **WhatsApp Button** on your Facebook page to get visitors into your **WhatsApp Chat**.
 
Also, the same possibility exists with the help of so-called **Click-to-WhatsApp** ads. Prospective customers click on ads in their Facebook feed, which takes them directly into the digital conversation with you on WhatsApp.

# Facebook company pages
In addition to company profiles on LinkedIn, Xing or Instagram, Facebook also offers the opportunity to present your company online.

As the platform with the widest reach, an optimally managed Facebook company page opens up the possibility of building your own communities and answering inquiries from followers or customers.

Facebook groups are ideal for this use case. Large companies like HubSpot or Elementor use Facebook groups for effective community management.
# Recruiting via Facebook and Facebook Messenger
The shortage of skilled workers is an issue for German entrepreneurs. When fighting for the best talents, it is no longer enough to simply upload job ads on your own website.

Prospects expect easier and more convenient options in the application process.

You can post vacant job ads through various channels using Facebook:

- Company pages
- Groups
- Facebook job page (only available in the US and Canada)
- Ads
- Facebook Messenger
# Facebook Chatbots
In theory, chatbots offer companies numerous use cases for marketing and customer support.

Especially with a high number of incoming inquiries, the use of chatbots gains relevance. They allow **processes to be automated and scaled** better accordingly.

Facebook provides an in-house chatbot that you can integrate into Facebook Messenger. At the same time, it is also possible to use third-party applications.

Besides the actual, technical implementation, it is primarily important to understand where chatbots are useful and where **human touchpoints** are more suitable.

The **wrong use** of chatbots can quickly damage your brand, based on **poor customer experiences**.

Here are two tips for the best use of chatbots:

**Tip 1**

If chatbots are offered, they should be perceived as clearly more efficient compared to other alternatives. So don't build chatbots into touchpoints where you know human employees can help your customers better (e.g., with complex, individual questions).

**Tip 2**

Clearly communicate the features and limitations of your chatbots so you do not disappoint your customers' expectations.


## Using Facebook Messenger with Superchat
Superchat wants to take digital customer communication to the next level. With solutions from Superchat, companies can use Facebook, WhatsApp and Instagram in a GDPR-compliant way to communicate with their target audience.

Our team is here to help you from the start, assisting you with corporate account setup and verification. Within a few hours, you will be able to use Superchat's messaging suite for your business.

An overview of Superchat's features:

- All communication channels in one inbox
- WhatsApp Business 100% GDPR-compliant & with multiple users
- Sending newsletter messages directly via WhatsApp Business
- Webchat widget for your website
- Create message templates and out of office notes
- Assign incoming messages
- Internally add notes to conversations
- Manage and track online reviews

With Superchat, messages received via WhatsApp, Facebook Messenger, email, Google Business Messenger, Telegram, and SMS are bundled into one inbox. This gives you a comprehensive overview of all customer requests. Together in the team, customer inquiries are processed transparently. ‍

Would you like to use Superchat? Do you have any questions about our product? Contact us easily and without obligation here via [WhatsApp](https://api.whatsapp.com/send/?phone=4915735998141&text&type=phone_number&app_absent=0).

We look forward to hearing from you!


Facebook Business ‒ Ultimate Guide to Success and Growth

Since 2018, WhatsApp has been offering dedicated tools for businesses, the WhatsApp Business App and the WhatsApp Business API. 
The WhatsApp Business API is designed to enable the messenger to be used for advanced use cases, such as triggering messages based on events or automating conversions. 

Want to send automated messages based on events in your CRM or shop system, or create entire chatbots in WhatsApp?

It's all possible with the WhatsApp Business API and the right messaging solution. Any campaign or update you can automate with email or push notifications, can also be created with messengers like WhatsApp. With some limitations, such as flexibility in message design, but with all the benefits of text messaging and using WhatsApp.

The WhatsApp Business API allows you to automate conversations or connect WhatsApp to almost any other system. You can send automated messages based on events in WhatsApp, or trigger events based on WhatsApp messages.

You can also connect WhatsApp to your own AI chatbot to automate entire processes and tasks.

**In this article you will find:**.

- An introduction and overview of WhatsApp Business
- An introduction to workflow and WhatsApp automation
- The advantages and disadvantages of WhatsApp automation
- The different WhatsApp automation options in detail
- On Examples & best practices

[![WhatsApp Bot Demo - Generic - EN.webp](https://media.graphassets.com/VxGcn2gzRtGofrpuIJm5)](https://wa.me/4915735982422?text=Can%20I%20automate%20my%20WhatsApp%20conversations%3F)

# What is WhatsApp Business?
With the [**WhatsApp Business App**](https://www.superchat.com/blog/whatsapp-business-explained) and the [**WhatsApp Business API**](https://www.superchat.com/guides/whatsapp-api-ultimate-guide), Meta offers two products that you can use in your business.

The WhatsApp Business App is an **out-of-the-box application**, while the WhatsApp API is merely a **developer interface** to access all of WhatsApp's services and features.

The Business App can therefore be used directly and is **free**, but has some **restrictions** (e.g. use of max. 5 devices; 1 mobile phone, 4 desktop devices) and is primarily aimed at **sole traders** and **small businesses**.

The WhatsApp API, on the other hand, offers the **full range of features** of WhatsApp for businesses. This is why it is officially called the "WhatsApp Business Platform". In theory, you would need to build your own applications on top of the API to use the WhatsApp Business Platform.

Of course, there are [**solution providers**] (https://www.superchat.com/comparison) that offer **messaging platforms** for businesses, including use of the WhatsApp Business API, with advanced features like automation and **data-compliant** setup.

📚 Messaging Report

Gain unique insights on the use of messaging platforms, including WhatsApp marketing trends and figures

## Features of different WhatsApp products

| | **WhatsApp Business API** | **WhatsApp App** | **WhatsApp Business App** |
|---------------------------------------------------------------------------------|------------------|--------------------------------|---------------------------|
| **General** |    |    |   |
| Built for businesses? | Ja ✅  | Nein 🚫 | Ja ✅   |
| Access | Messaging Plattformen | App Store | App Store | 
| Data-compliant (including GDPR)  | Ja ✅   | Nein 🚫  | Nein 🚫  |
| Costs  | [Learn more](https://www.superchat.com/blog/whatsapp-business-api-pricing) | Free        | Free | 
| Different devices?  | Unlimited  | 1 Device   | 5 Devices (1 Cellphone + 4 PC) | 
| **Features**  |         |         |         |
| Universal Inbox    | Yes ✅      | No 🚫    | No 🚫     | 
| Chatlabels   | Yes ✅    | No 🚫    | Yes ✅     | 
| WhatsApp Templates     |  Yes ✅  | No 🚫    | No 🚫    | 
| CTAs in messages  | Yes ✅   | No 🚫   | No 🚫 | 
| WhatsApp newsletters  | Yes ✅    | No 🚫   | No 🚫  | 
| Analytics / Reporting | Yes ✅    | No 🚫  | No 🚫   | 
| WhatsApp review management  | Yes ✅    | No 🚫   | No 🚫   | 
| **WhatsApp Automations**    |    |      |      |
| Away messages    | Yes ✅     | No 🚫   | Yes ✅    | 
| Greeting messages  | Yes ✅    | No 🚫  | No 🚫  | 
| Icebreaker (Conversation starters) |  Yes ✅    | No 🚫  | No 🚫  | 
| Workflows & chatbots | Yes ✅ | No 🚫  | No 🚫  | 
| Personalized messages | Yes ✅ | No 🚫  | No 🚫  |
| Integration with other tools | Yes ✅    | No 🚫  | No 🚫  | 


With Superchat you can automate your campaigns on WhatsApp and other messengers. 100% data compliant and no programming required. 

### What is the WhatsApp Business API?

API stands for Application Programming Interface, which is an interface for developers to connect programs and exchange data. This can be a request or exchange of information, or an instruction to send a message, for example. 

Meta describes the WhatsApp API as follows: '*Using the API, businesses can build systems that connect thousands of customers with agents or bots, enabling both programmatic and manual communication. Additionally, businesses can integrate the API with numerous backend systems, such as CRM and marketing platforms.*'.

The API is also being developed specifically to automate conversations on WhatsApp, creating chatbots to make communication through the messenger more efficient. This will make WhatsApp accessible as a channel for medium and large businesses.

Until the release of the WhatsApp Cloud API in 2022, businesses did not have direct access to the WhatsApp Business API. The new API allows all businesses to send and receive messages via the API. 

Access to the WhatsApp Cloud API is free of charge. To build applications on top of the API or connect their own tools to the API, businesses only need a meta developer account and a meta app, which is an application built on top of the API.

However, WhatsApp does charge businesses for using the API to send messages. The cost is usage-based and depends on the type and number of conversations.

**The following table shows an example of UK prices in GBP (Juli 2024):**

| CATEGORY |	DESCRIPTION | TYPE | PRICE PER CONVERSATION |
|---|---|---|---|
| Utility |	Conversation with important information about customer accounts, transactions, orders or other updates after purchase completion. | Business-initiated |	£ 0.0287 |
| Authentication | Conversation with one-time passwords or verification codes to access a customer account. |	Business-initiated |	0,0636 € |
| Marketing |	Conversation with promotional offers or product announcements. |	Business-initiated |	£ 0.0259 |
| Service |	Conversation started by your customers. |	User-initiated |	£ 0.028 |

We've summarised everything you need to know about the WhatsApp Cloud API in our article. [👉 WhatsApp Cloud API](https://www.superchat.com/blog/whatsapp-cloud-api-intro)

💡 Learn more 

# What is workflow automation?
Workflow automation comprises the automation of various work processes - an otherwise manual sequence of activities is instead automated and autonomous on the basis of an IT infrastructure.

The basis for an automated workflow are defined process rules.

## Introduction of Process Rules
Basically, process rules consist of simple IF > THEN statements: IF a certain event X occurs, THEN activity Y will be executed.

![Process Rule 1.png](https://media.graphassets.com/NmJtv6qpTRmXiQVaBmTv)

Process rules are often more complex in practice. Activities are subject to possible parallelizations (AND) and conditionings (OR).

Parallelization is simple to understand. Two or more activities can take place simultaneously or independently of each other (do not have to take place one after the other).

For example, when a prospect books an appointment and receives an automatic confirmation, your employee is notified of the appointment at the same time.

![Process Rule 2.png](https://media.graphassets.com/nxYGkH5pSdaEQAcMj8dp)

Different activities can also be triggered based on certain conditions. Condition A or B determines whether activity A or B is performed.

Any number of conditions can be set.

Such activities can also be subject to event-based conditions. For example, if you want to send different messages to customers depending on their industry or the product they have ordered.

![Process Rule 4.png](https://media.graphassets.com/BH93dJUWQeqspekxI6cu)

# The pros and cons of automation in WhatsApp

As with email, WhatsApp messages are most effective when they are sent at the right time and tailored to the customer. Businesses can fully automate their WhatsApp campaigns and coordinate them with other efforts. 

They get all the benefits of messengers, such as high open rates and fast response times from contacts. 

However, like all messengers, WhatsApp has some technical limitations, such as design. In addition, the use of [WhatsApp Business] (https://business.whatsapp.com/policy) is subject to stricter guidelines to prevent misuse. 

While this may limit what businesses can do, it also ensures that user adoption is high and that WhatsApp remains an attractive channel in the future.

## The benefits of WhatsApp automation at a glance

- Collect opt-ins directly in WhatsApp 
- Build messaging workflows and chatbots
- Real-time hyper-personalisation
- "Human in the loop" - join the conversation at any time
- Messages do not end up in customers' spam folders
- Easy to create with just a few clicks, no time-consuming designs
- WhatsApp messages have an open rate of over 90%.
- WhatsApp messages work and look the same across all devices
- Modern and high-quality user experience

**Key benchmarks for WhatsApp messages** 
| **WhatsApp / Messenger** | **Email** |
| -------------------------- | -------------------------- | ---------------------- |
| Open rate | 85 - 95% | 20 - 30% |
| CTR (Click Through Rate) | 15 - 20 % | 3 - 5 % |
| CVR (Conversion Rate) | Ø 5% | Ø 1.5% |
| Unsubscribe rate (newsletters)| <0.5% | <0.5% |
| response time | Ø 90 seconds | Ø 90 minutes |

## Limitations of WhatsApp

- Limited ability to customise designs or UX
- Limited number of characters per message and file size
- After 24 hours, contacts can only be contacted using Meta-verified templates
- Cost per new conversation
- Regulated by WhatsApp policies

WhatsApp Chatbot Templates

What can you automate in WhatsApp?  Almost anything. Take a look and test our templates for the most popular automations in Superchat.



Discover & test WhatsApp chatbots

# Various WhatsApp automation options in detail

The WhatsApp ecosystem consists of three products:

- The WhatsApp consumer app
- The WhatsApp Business app
- The WhatsApp Business Platform (via the WhatsApp Business API or the WhatsApp Cloud API)

However, if you want to use WhatsApp in your marketing automation campaigns, there is no way around the WhatsApp Business API. 

The out-of-the-box WhatsApp Business app also offers some automation options. But these are very limited. For example, you can send automated messages in certain cases. These include

- Automatic out-of-office notes
- Automatic greetings
- In the future: Schedule messages and send them with a time delay

You can also create "quick replies". These are message templates that you can call up directly in chat using a command. 

They can be used, for example, to answer frequently asked questions from your customers. However, they are sent manually.

There is no official way to automate messages for the Classic application. There is a redirect through other applications, but this should be used with caution as Meta has strict policies regarding automated message sending and the use of unauthorised applications.

## Automation with the WhatsApp Business API

You can automate almost any process in WhatsApp using the WhatsApp Business API, as long as it is within the technical capabilities of the messenger and the WhatsApp Business Guidelines. 

The WhatsApp Business API is open to any business and can be connected for free. You will only be charged if you actively initiate conversations with contacts, or if you receive more than 1,000 requests per month on WhatsApp.

This means you can connect the WhatsApp API to any other tool to send or receive messages. This assumes you have the technical understanding within your business.

Of course, most businesses also use WhatsApp for marketing automation tools, which already have the necessary integrations and features to automate campaigns and workflows. 

However, a key difference from traditional email campaigns is that WhatsApp automation involves real-time conversations. Not only are messages triggered when an event occurs, such as a sign-up, but conversations can also be automated and personalised in real-time directly in Messenger.  

Your contacts can also actively start automations and chatbots by defining a keyword for the automation, i.e. a specific message that triggers the process.

A simple real-world example is subscribing or unsubscribing to a WhatsApp newsletter directly in Messenger.

Superchat Automations

Superchat has an intuitive no-code toolbox for chatbots & automations. Automate your conversations on WhatsApp and Instagram with just a few clicks and without any programming knowledge.  

WhatsApp Marketing Automation with Superchat

### WhatsApp Chatbots

Today, chatbots are widely used in a wide range of industries. Initially, companies placed them on their websites or in mobile apps to interact with people. As companies increasingly offer their services through social media, chatbots have also been used in messenger apps.

Until now, chatbots, including WhatsApp, have relied on simple rule-based systems rather than artificial intelligence. Chatbot providers such as Superchat rely on intuitive modular systems that make it easy to create WhatsApp bots. 

However, with the breakthrough of generative AI, you can also use artificial intelligence to almost completely automate your chats on WhatsApp & Co. This also means that you only need to define rules for very specific processes or integrations with other tools.

However, you should always use a personalised version of the AI that has been trained on your own data. This allows you to achieve a unique tone of voice that suits your brand and business, and limits the chatbot's responses to relevant information about your company, products and services.

Discover our AI Chatbot

With Superchat you can bring the power of ChatGPT, customised for your business, to any messenger. Any customer request, any time, so convincing that your customers won't even know they're not talking to a human.

Useing the power of ChatGPT to WhatsApp

### WhatsApp Flows

WhatsApp Flows is a relatively new feature launched in WhatsApp Business in September 2023. With WhatsApp Flows, businesses can create automated workflows with messages or interactive elements to enhance the user experience.

With WhatsApp Flows, businesses can create personalised messages and actions to respond to specific events or customer requests. These automated processes can help increase the efficiency of customer communications, improve customer satisfaction and streamline workflows.

WhatsApp Flows are designed to facilitate transactions and processes that extend beyond Messenger. To do this, Meta extends the classic Messenger interface and integrates additional interactive elements such as calendars or forms directly into Messenger. 

**According to WhatsApp, possible uses for Flows include
- Configure products
- Booking appointments
- Lead qualification
- Marketing automation in WhatsApp

To find out exactly what WhatsApp flows are and how they work, read our article on 👉 [WhatsApp Flows](https://www.superchat.com/blog/whatsapp-flows-feature)

📚 Learn more

## Integration with other tools - WhatsApp automation with Zapier and Make

Zapier and Make are software-as-a-service providers that give you a platform to build and manage automations. They work as a kind of API-as-a-service. 

Software providers integrate their own APIs directly with Zapier or Make, rather than having to code and maintain a connection for each individual tool. This makes the tools great for automating processes between two or more systems.

With Zapier, you can easily create workflow automation for over 6**,000** applications. Zapier is the market leader in automation, thanks in part to its **extensive range of integrations**.

Make currently has around 800 integrations, but offers a wider range of functionality. Make is often the preferred choice when companies want to automate more complex processes. Make is also based in the EU, which many companies prefer.

Superchat integrations

With Superchat, Zapier and Make, you can connect all your tools to WhatsApp, Facebook, Instagram and more in minutes and automate conversations.

Integrate WhatsApp with over 6,000 other tools

### How do Zapier and Make work?

Zapier's and Make's functions are based on the process rules described in the beginning.

First, you select an app as you starting point and specify a **Trigger** (Zapier) or **Service" (Make), which is an event in that app that will trigger your workflow automation.

Next, you determine the **Action** meaning the activity that should be performed automatically in another or the same app.

Trigger and action are connected with a so-called **Zap** (Zapier) or **Flow** (Make).

![Zapier Multi-steps.jpg](https://media.graphassets.com/t3CQCkDxR6ia4smuFeuJ)

In addition, you can use Paths and Filters to add various conditions and requirements on the basis of which actions are triggered.
![Zapier Paths + Filters.jpg](https://media.graphassets.com/W5O28cnqRLue9643xEyh)


# Examples & Best Practices

There are almost no limits to automation in WhatsApp. From automated birthday wishes to complex forms or entire surveys with automated data analysis, anything is possible. 

We have prepared three of the most common marketing automations in WhatsApp for you to try out.

As a Superchat user, you can not only try out popular automations and get inspired, but you can also copy the templates into your account and use them yourself with just a few clicks.

👉 [Our Chatbot Templates](https://www.superchat.com/chatbot-templates)

💡 Templates for Automations

## Newsletter opt-ins in WhatsApp including automatic segmentation

In order to send campaigns like newsletters via WhatsApp, users need to *opt-in*. This is a prerequisite for using this feature at all. 

Without automation, opt-ins are inefficient. With WhatsApp, however, the opt-in can be done directly in the messenger by the contact sending the specified key message.  You can also use automation to ask new subscribers additional questions based on their preferences and segment contacts in this way.

The big advantage is that the user never has to leave WhatsApp during this process. The risk of a bounce is therefore much lower. At the same time, the additional information will help you create more efficient newsletters and automation campaigns in the future. 

[Test segmentation workflow](https://www.superchat.com/chatbot-beispiele/sales_marketing?templateId=clxehjl2f2plh07uhxpqqx1pn)

If the communication is normally only via WhatsApp, a standard consent notice will suffice. For example, a customer contacts the company via the website, and the company then draws attention to the applicable data protection rules and the use of WhatsApp Business, for example via Superchat.

💡 Good to know

## Lead Magnet: Free e-book

Target leads directly in chat and convert them into customers. From your website or from your social media advertising campaigns using click-to-message ads. 

For example, you can make lead magnets like e-books available directly in WhatsApp and automatically capture a new qualified contact or save the event in your CRM. Connecting via WhatsApp allows you to quickly provide the lead with more relevant content later, or even call them personally, which can significantly increase conversion rates.

[Test Lead Magnet Automation](https://www.superchat.com/chatbot-beispiele/sales_marketing?templateId=clxeh9n370v7y07umqfvzidby)

## Lead qualification in Messenger
Efficiently pre-qualify your leads in WhatsApp and convert them into prospects or even customers directly in Messenger. Save time and resources while establishing direct and personalised communication with your prospects.

By transferring leads directly into your CRM system, you can fully integrate Messenger into your marketing and sales process. This further increases efficiency and the likelihood of winning valuable business relationships. 

[Test WhatsApp Lead Form](https://www.superchat.com/chatbot-beispiele/sales_marketing?templateId=clxehx4vi4mv607uhlrumdve6)

Develop an effective messaging strategy with our guides