WhatsApp is one of the most widely used messaging apps in the world, and it has become an essential tool for businesses to connect with customers. However, did you know that WhatsApp has a quality rating system that assigns a score to each business account based on the quality of service provided? This quality rating score is an important metric that can have a significant impact on the effectiveness of your WhatsApp Business Platform account. In this article, we will discuss what a WhatsApp quality rating is, why it's important, and how you can improve yours.
What is a WhatsApp Quality Rating?
First, let's discuss what a WhatsApp quality rating is. WhatsApp assigns a score to each business account based on various factors such as response time, customer satisfaction, and account authenticity. The score ranges from 0 to 5, with 5 being the highest possible rating. A higher quality rating score indicates that a business is providing good customer service and is considered a reputable account by WhatsApp. On the other hand, a low-quality rating score can lead to limitations on the account's messaging capabilities, such as reduced message-sending limits and being blocked from certain features.
What Determines Your Quality Rating?
A business’s WhatsApp quality rating is determined through a combination of factors including:
- 1. Volume and Recency - How many messages customers have received over a period of time.
- 2. Feedback from message recipients such as blocks and reports.
- 3. The reasons that users provide when they block or report a business.
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Why is a WhatsApp Quality Rating Important?
A good quality rating score can help increase the effectiveness of your WhatsApp business account by building trust with your customers. People are more likely to engage with a business that they perceive as being trustworthy and responsive. Also, a well-performing quality rating score can help increase the reach of your messages by allowing you to send more messages and access more features on Meta’s WhatsApp Business Platform.
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Improving Your WhatsApp Business Platform Quality Rating
So now we know what a WhatsApp quality rating score is and how one is determined, how can a business go about improving its score? Here are a few tips that might help to boost your score:
- Provide prompt and helpful customer service. Responding to customer inquiries quickly and providing helpful answers can improve customer satisfaction and boost your quality rating score.
- Verify your account. WhatsApp offers a verification process for business accounts, which can help increase the authenticity of your account and improve your quality rating score.
- Keep an eye on your quality rating score. WhatsApp allows businesses to view their quality rating score through Facebook Business Manager and provides some suggestions on how to improve it.
- Only send messages to users who have opted in to receive messages from your business.
- When a user messages you, get their opt-in before sending them messages that are unrelated to their request.
- Always provide the option to opt out of receiving specific messages, such as promotional messages.
- Be mindful of how frequently you are sending messages and ensure they are relevant to the recipient rather than sending blanket messages.
- Customize, personalize and adapt your template messages over time based on customer responses. Non-personalized or very long messages can lower the quality of your template messages.
- Be 100% sure you are following the WhatsApp business messaging and commerce policies.
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Conclusion
A WhatsApp quality rating is an important metric that can have a significant impact on the effectiveness of your WhatsApp Business Platform account. A high WhatsApp quality rating score can improve customer satisfaction and increase the reach of your messages, while a low-quality rating score can lead to limitations on your account's messaging capabilities. By providing prompt and helpful customer service, verifying your account, adhering to WhatsApp's guidelines for businesses, keeping an eye on your quality rating score, and staying informed on the latest WhatsApp policies and regulations, you can improve your WhatsApp quality rating and improve the reach and effectiveness of your WhatsApp messaging strategy.
To speak to a Unifonic expert about how we can help with your WhatsApp customer communication, contact us today
