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Facebook Seeks WhatsApp For Revenue Boost

Facebook has further progressed its monetisation strategy for WhatsApp, with the social media giant set to display business ads, directly linking back to an encrypted customer service chat.

The news comes as Facebook continues to face privacy concerns, coupled with lower-than-expected Q2 earnings, and a slowdown in user growth.

The news follows a massive 23% decline in share price, wiping around US$130 billion from the social media giant’s market value last week.

Announced today, businesses can purchase Facebook ads which direct consumers to a custom WhatsApp customer service chat.

Companies will be permitted to respond to customers queries for free, however, Facebook will charge for replies later than 24 hours.

To complement this, WhatsApp has also rolled-out three new ways customers can interact with businesses:

  • Request helpful information: When you need a shipping confirmation or boarding pass, you can give your mobile number to a business on their website, on their app, or in their store to send you information on WhatsApp.
  • Start a conversation: You may see a click-to-chat button on a website or Facebook ad to quickly message a business.
  • Get support: Some businesses may provide real-time support on WhatsApp to answer questions about their products or help you resolve an issue.


Businesses will be charged to send certain customer messages, reducing the likelihood of a excessive clutter.

Like WhatsApp’s standard messaging service, all texts remain end-to-end encrypted, and consumers can ‘block’ a business if desired.

Further information is available on WhatsApp’s website here, with the instant messaging service set to deploy more business features over time.

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