Get to know the term "WhatsApp Startup", Building a Business on a Communication Platform

WhatsApp online de facto is the most popular conversation platform in Indonesia. Not only for everyday conversation, this platform has also become a communication platform among businesses--including availability business special account.

A new trend is driving the wider use of WhatsApp. A startup, even with limited resources, can start building its business using WhatsApp as a communication and distribution channel.

In this article, DailySocial trying to describe the role of WhatsApp as a platform that makes it easy for startups to run businesses and scale up.

Applications for business

WhatsApp Business is a free downloadable app designed specifically for small business owners. Users can create catalogs to display products and services and connect with customers using features to automate, sort and respond quickly to messages.

All of these options are attractive for new startups who are still hampered by creating a platform independently.

According to Lisa Enckell, Partner Antlers, building products on WhatsApp is said to be faster than building for several platforms, such as web, iOS, and Android. This allows startups to meet potential users on the platforms they already use every day. This opportunity can also be used by startups to build Minimum Viable Product (MVP) and quickly test demand for new products.

"We have also seen great examples of several startups [built by Antler] that have utilized WhatsApp. Among them are sama [Singapore] and side who continue to build their product on WhatsApp as they grow," said Lisa.

Several startups have found a way around their resource constraints and now run multiple services on top of WhatsApp. Validating with customers is faster and cheaper. These companies are not only mobile-first, but they are too WhatsApp-first.

"There's a lot of friction when they have to download a new app, while not many apps are used every day. Being part of an app that many people already use can be a great way to engage with users. It's a communication and distribution channel, similar to having a presence on social media or using email marketing," said Lisa.

He continued, “This is it emerging platforms. You have to be open to big changes. Study their API and make sure you can do everything you want to do with your product. Test and try. In the end the reason to use WhatsApp is probably just to or communication with users, then create independent and relevant products."

Serves six thousand seller side

To ensure that the business activities carried out are appropriate, side always do testing and experimentation. Sampingan now serves 6000 Resellers and sells more than 150.000 products using WhatsApp as one of the main channels. Phe company sees the potential of WhatsApp as a tool for scaling up. 

"Startups are required to be observant in looking at the features provided and how these features can be utilized further to develop the business," said Sampingan CEO Wisnu Nugrahadi.

To strengthen the business, Sampingan always focuses on customer, good from the side experience, product, as well feature. 

"Security of user and company data is one of Sampingan's focuses in running a business. WhatsApp as channel The communication chosen by Sampingan also helps in improving the security side. What's more, with end-to-end  encryption which is owned by WhatsApp," said Vishnu.

SIRCLO Chat

As an e-commerce enabler platform, SIRCLO has strong reasons why companies become WhatsApp Business API partners. Since mid-2019, SIRCLO has been a WhatsApp Business API partner in providing solutions chattrade (SIRCLO Chat) so that merchants in Indonesia can further optimize their digital channels/assets to increase online transactions.

"According to We Are Social research, in 2019 there were 125 million WhatsApp users in Indonesia. Here we see the great potential of social-based media. chat (chat commerce) which is used by business owners to manage transactions with customers, especially via WhatsApp," said a SIRCLO representative.

In Indonesia itself, transactions are made via chat This happened more than a decade ago, when sellers and buyers used Blackberry Messenger for buying and selling transactions. However, at that time, transactions will be carried out or recorded manually.

"By utilizing WhatsApp, sellers can easily connect with their customers. A trait that Indonesians like chat to buy goods is also a reason why sellers can switch to using WhatsApp. With business solutions such as SIRCLO Chat, now merchants can not only send messages, but this activity is also supported by an e-commerce system from their side. backend-his."

For startups who have the intention of leveraging WhatsApp into their business, there are several interesting points to emphasize. Technology is not just a chatbot/app for chat, but those who can serve transactions, starting from create order, integration with automatic payments, and integration with shipping systems. Startups must also be ready to do so scale up. The selected WhatsApp system must be ready when merchant receive hundreds to thousands chat every day.

"Everything still needs a human touch. Robots cannot replace humans completely. When choosing WhatsApp technology, chatbot used to help ease human work by automating repetitive things. But when it comes to customers, their questions can be very unique and varied, so a human touch is still needed."

Botika digital assistant

Apart from WhatsApp's unrivaled popularity in Indonesia, botika chose WhatsApp as a distribution and communication channel to strengthen its products and technology. Currently, Botika has prepared a channel on WhatsApp as an Assistant, which will make it easier for consumers to interact with Botika's product called LUNA.

"Botika sees the use of WhatsApp by startups as tool early in scale up startups. Because they maintain communication and manage consumers via WhatsApp, this becomes a challenge for further development in the use of supporting technology, for example applications. We also see that even large startups are currently strengthening their communication channels via chat with chatbot, and carrying out automation on the WhatsApp API Business channel," said Botika Co-Founder & CMO Eri Kuncoro.

Related concern security, Botika sees the implementation of a layered system in this process is supported standard privacy policy WhatsApp. The aim is that data is not used or given to other parties for purposes other than the client's interests.

"[My] advice to startups looking to use WhatsApp to interact with their clients or consumers, start using it tools supporting the interaction process on the WhatsApp channel. One of them uses one dashboards which can connect various channels with many teams customer service owned," said Eri.

Potential to become a payment platform

After Gojek get fresh funds from Facebook At the beginning of June 2020, the echo of Facebook's plans to use WhatsApp as a payment platform in Indonesia grew louder. In other countries, such as India and Brazil, WhatsApp Pay has been implemented to help SMEs sell and receive payments.

The trial of using WhatsApp as a payment tool in Brazil was carried out in collaboration with several partners, including banks and payment processing service providers. In Indonesia, GoPay is a strong candidate for the first partner if this feature is implemented.