How to create business accounts in instant messengers

Messengers are software for sending messages online through the Internet. They allow you to transfer various types of data, such as text, photos, videos, voice messages. Also, using instant messengers, you can make standard and video calls, create community chats and video conferences.

According to the VimpelCom assessment, the main audience using instant messengers is aged 25-35, which makes 35% of all users.The number of messenger users around the world:

• WhatsApp counted a billion active users daily as of July 2017;
  
• Facebook Messenger reached 1.3 billion users as of October 2018;
  
• Telegram had 200 million active users as of March 2018.
  

Using business accounts in messengers, you can provide customer support, inform about promo and special offers, offer a convenient search for goods, configure analytics, and accept payments.

• Customers change mobile numbers less often than email addresses;

• thanks to push notifications, more messages are actually read;

• the use of instant messengers is convenient if the scope of the company involves offline interaction, for example, setting an appointment to a beauty salon, or multiple contacts with the client are needed for clarifications and reminders;

• unlike SMS-mailing, instant messengers for business open many communication formats, except for text;

• with the help of instant messengers, you can constantly stay in touch and provide technical support. Unlike phone calls, there is no need to instantly start a conversation;

• the use of instant messengers for commercial purposes requires lower financial costs than using email and SMS mailings.
  

• Bulk mailing on behalf of a business account;

• messengers monitor privacy. Therefore, they don't allow business accounts to write to users first, customers must themselves initiate communication with the company. After that, it will be possible to send messages to the client;

• using a personal phone number for a business account;

• information about the phone number of the client who applied;

• considering that users of instant messengers read through channels mainly using mobile devices, it is advisable not to use too long text messages.
  

Currently WhatsApp has developed customer communication tools for small and medium businesses called WhatsApp Business. The tool WhatsApp Business API for larger companies that provide technical support and useful information is still being developed.

So far, the application works in limited mode. Therefore, you must fill out and submit a form that will be reviewed by company representatives to access the capabilities of a business account:

Let's check out how WhatsApp Business works. At the moment, the application is compatible only with Android. To use the business application on the phone simultaneously with the standard WhatsApp application, it is necessary that they are linked to two different phone numbers. That is, you need a smartphone with two SIM cards.

WhatsApp Business offers the following features:

• creating a company profile with contact information;
• organization of WhatsApp-channel (chat) using shortcuts for quick access;

• quick replies: adding templates from the most frequently sent messages;

• automatic replies: welcome messages or notifications that there is currently no way to write;

• using a landline phone number so customers can send messages on this number;

• analytics: the number of messages sent, received, and read.
  
  

To install the application, go to Google Play and click "Install":

Next, accept the terms of service:

After that, indicate the phone number and get a confirmation code. Next, fill in the details of the WhatsApp business account and add the picture:

Once the account is created, click on the three vertical dots at the top and select "Settings" - "Business Settings":

In this section, you can go to profile changes, statistics, account link, and message management.

In Telegram, you can run a business through public channels, informing subscribers about the latest company news, special offers, and promotions, expanding the range or list of services.

Public channel features:

• you can send long-read links to subscribers by adding a summary of the article;
  
• a good solution is to use visual content: pictures, gifs, stickers;
  
• messenger users get tired of frequent notifications, so the channel must be administered with care.
  

To create an appropriate schedule, use postponed posting systems. You will need to create an assistant bot to make posts in the channel.

Run Telegram. Find a special bot with the nickname @botfather, which creates new ones:

Click "Run":

Send the command /newbot in the chat:

Next, select a name for the new bot, which should end with the bot, after which we will get a token to be able to use external systems:

After this, the bot can be used as the administrator of the public channel.

To create a public Telegram channel (business chat), you can use the desktop version of the application. Go to settings section by clicking the three horizontal lines in the upper left corner.

Select "New Channel":

Next, add a logo, enter the name, add a description of the channel and click "Create":

Select "Public Channel" and provide a link for access:

After that, invite the participants:

After setting up the public channel, add the bot created earlier as an administrator with access to send and receive messages. To do this, go to the channel management section:

Go to the "Administrators" section:

Next, find the bot you need:

Choose the admin-bot rights:

Telegram bots support the following functions:

• sending personalized notifications and news, acting as a smart newspaper that sends content upon publication. You can configure the bot to automatically send news using the services ifttt.com/ or kuku.io;
  
• integration with other services. In Telegram business chats you can use Gmail Bot, Image Bot, GIF bot, YouTube bot, and other bots;
• accepting payments from Telegram users. The bot can offer paid services or work as a virtual store.
  

Messenger business solutions are available if the user has already created a company page on Facebook. If not, then go ahead and create it:

Choose the appropriate page option:

Fill in the fields with information about the company, select a category, and enter the address. Then click "Continue":

Add the company logo as a profile picture:

Then upload the cover photo:

After setting up the page, add a call to action button:

Choose the most suitable one from the options offered, in this case, it will be "Contact you" - "Call now":

Next, add the phone number and complete the setup:

In order to use the created page in Facebook Messenger, we will go to the settings section:

With the messaging option enabled, users will be able to send messages to the page. In this case, the administrator can send messages on behalf of the company to any user who writes on this page:

Also, with the help of messages, you can respond to comments on the post. It is also suggested to customize saved replies for quick messaging. Instant messages are available; these are automatic responses sent to the user who wrote to the page for the first time.

To configure the Messenger functions, go to the "Messenger Platform" subsection of the page settings:

Go to the customer chat plugin:

This option allows you to configure chat with customers through Messenger on your own website:

Choose English as the default language, write a welcome message, and save the information:

After specifying the domain and adding the code to the resource, complete the chat setup:

After specifying the domain and adding the code to the resource, complete the chat setup:

Using the Messenger platform, you can develop a bot for interacting with customers that will use text, multimedia information, and saved replies.

Using bots, you can create shopping list processors, online stores, customer support, use list templates, and much more.

Currently, social network developers are testing the payment function. So far, the service is available in beta mode only for pages that conduct transactions in the United States. When the option is activated, you can embed the Buy button and receive payments from customers in the chat with the bot.

Messengers offer the following business tools:

• using pages and public channels to publish company news;

• bot development for customer support;
  
• creating branded stickers;

• use of e-commerce;

• sending business messages;

• integration with third-party services;

• receiving payments from customers;

• business account analytics.
  

Each business messenger has its own technical features, pros and cons, as well as its own target audience. All these nuances must be taken into account for the most effective work with customers.