Technologies are ever-evolving, and they are also changing the way we do things. In order to sustain for the long term, businesses need to evolve along with the technologies by adopting newer and better versions of them. Today is the world of AI and automation. For a business, the customer is an essential component, and that’s why businesses need to be focused on improving the customer experience in every stage of the customer journey. In this blog, we will be exploring how businesses can adapt to powerful technologies like AI and Automation in business communication using WhatsApp business messaging. What is Business Communication? First, let’s be very clear on Business Communication. Business communication is the way businesses interact with their customers. Business communication is an essential factor that takes place from marketing to sales and from sales to support. And all these stages are essential and connected to each other. If a business does the right communication during the marketing phase, it brings enough clarity to the person, which pushes them to the sales phase. If the business does the right communication in the sales call, they push the person towards being a customer of the business. And if the business does the right communication in the support phase, it makes the customer a long-term customer. Understanding the Limitations of the current way of business communication In the current way of business communication, people are involved in the process from marketing to converting an audience to a customer. But people have limitations in time, mind, and energy. A person can’t work 24/7 and make himself or herself available to the customer at any time. Data shows that if a person does not get a response within 8 seconds, that person will not reply to the message. A person can’t work with the same amount of focus and the same mood all the time; their moods and focus are controlled by the situation. A person can’t work with the same amount of energy all the time, as their energy goes low after a certain period of time. In the current world, people utilize digital technologies for business communication, which includes social media and search engines for marketing and messaging platforms for communication (sales, support). Filling the Limitations with Technology. Until now, we have been very clear about business communication and the current way of doing it, along with its limitations. Now, we are going to be very clear on how we can leverage technology in order to have effective business communication. Right now, we will be focused on the communication part, not the marketing part. (I will also cover how we can market the business through WhatsApp business messaging in an upcoming blog). For communication, we are using messaging platforms like Messenger, Instagram, and WhatsApp. Among these platforms, WhatsApp is considered the best platform for business communication. The reason is simple: it is a dedicated platform for communication, and another reason is that you can get the most important information (the customer’s phone number) here. So, it is better to consider WhatsApp as the main platform for Business Communication. In the manual process, there is a dedicated person who replies to the customer during his dedicated time. Now, think: what if your business could reply to a customer 24/7, just like a real person? It’s awesome, right? That is now possible with the WhatsApp Business Messaging service. What is WhatsApp Business Messaging? Normally, we use WhatsApp for business communication, right? Now, WhatsApp Business Messaging has two sides: the customer side and the business side. On the customer side, the customer can make an inquiry with the business normally, as if they are chatting with a friend. The interesting part is the business side, where they don’t just get a platform to reply back to the customer. Along with this, they can create chat flows, creating their own system in their own way, answering the possible queries asked by the customer. And yes, it is dedicated to the business, making business communication most efficient through this powerful platform. Why do Businesses Need to Adapt to Technology like WhatsApp Business Messaging? Basically, if a business is not evolving with technology, it is in a declining stage. Businesses have to take leverage of technology for a better way of doing things, like making a better product, doing meaningful marketing, and meaningful communication. This saves lots of time for the business and makes the customer’s experience with the business much better. Since communication is the key thing that determines if a person becomes a customer or not, a business needs to make the customer’s experience much better. And that is possible by instantly replying to the customer, which can be achieved through WhatsApp business messaging. How can we implement WhatsApp business messaging in our business? The implementation part for WhatsApp business messaging is very easy with the Sparrow SMS WhatsApp business messaging service because doing it by yourself is a very hectic process (API, design, development, maintenance), and that costs you a lot of money, time, energy, and mind. But through our service, you can simply sign up with an easy-to-use, simple, powerful, and robust system where you can simply drag and drop the widgets to create the chat flows without any coding skills at the most affordable rates. It’s that easy.

Are you using WhatsApp to connect with your customers? If so, get ready for a big change and it’s fantastic news. Meta is updating the WhatsApp Business pricing model, and the new rules are designed to do one simple thing: reward you for providing excellent customer service. The One Golden Rule to Remember To understand this update, you only need to remember one simple rule: If a customer starts the conversation, it’s now mostly FREE for you to talk back. That’s it. When a customer reaches out for help, you are now empowered to solve their problem without watching the clock or your budget. How it Works: The Free Customer Service Window When a customer sends your business a message, a special 24-hour customer service window opens. Think of it as a free, 24-hour help session. During this window, you can now send two types of messages at no cost: Free-Form Messages: These are your normal, typed-out replies. You can chat back and forth, ask questions, and offer solutions freely. Utility Templates: These are pre-set messages for helpful updates, like “Your order has shipped” or “Your appointment is confirmed.” Best of all, every time the customer replies, the 24-hour clock resets, keeping your free service session active. So, When Do You Pay? The pricing is now focused only on conversations that you start or that are for marketing purposes. You will be charged when you send: Any message to start a new conversation. (e.g., sending an appointment reminder to a user who hasn’t messaged you in days). A Marketing or Authentication message. These are always charged, even inside the customer service window, because they are considered promotional or a specific service. The Core Benefits: Why This is a Game-Changer This isn’t just a pricing change; it’s a strategic shift that directly benefits your business. Save Significant Money on Customer Support The biggest win is for your wallet. All the costs associated with handling customer inquiries, solving problems, and providing updates within that 24-hour window are disappearing. This means you can offer better support for a fraction of the cost. Build Stronger, More Loyal Customer Relationships Because you’re no longer paying for every support message, your team can focus on what matters: helping the customer. You can afford to be more thorough, more friendly, and more available, which builds the trust and loyalty that turns a one-time buyer into a lifelong fan. Respond Faster and More Freely Remove the hesitation. With free-form replies, your team can respond instantly and naturally without needing a pre-approved template for every situation. This leads to faster resolutions and happier customers who feel heard and valued. Let’s See it in Action: A Simple Example Imagine a customer messages your business at Monday 10:00 AM. The free 24-hour window is now open! 10:05 AM : You reply with a chat message: “Hi! How can I help you today?” Result: ✅ FREE (Free-form message) 11:15 AM: After helping them, you send an order update using a template: “Your order is now confirmed!” Result: ✅ FREE (Utility template inside the window) 4:00 PM: You decide to send them a promotional offer: “By the way, enjoy 20% off your next purchase!” Result: 💲 CHARGED (Marketing templates are always charged) The next day, the window has closed. 11:40 AM (Tuesday): You send a follow-up utility template: “Your package is out for delivery.” Result: 💲 CHARGED (You are starting a new conversation outside the 24-hour window) Get Ready for the Future of Customer Conversation This update is a clear signal from WhatsApp: they want businesses to thrive by building real relationships with customers. By making customer-initiated support free, they are paving the way for a more conversational, helpful, and human approach to business. Ready to adapt your strategy and take full advantage of these changes? This is a fantastic opportunity to rethink your customer journey on WhatsApp. If you have any questions or need help preparing your business for this update, our team is here to help. Reach out to us at marketing@sparrowsms.com, and let’s build a winning WhatsApp strategy together.