How would you measure the success of WhatsApp Business?

Introduction

Measuring the success of WhatsApp Business requires a comprehensive approach that considers multiple stakeholders and various aspects of the product. To effectively evaluate this product success metrics problem, I'll follow a structured framework covering core metrics, supporting indicators, and risk factors while considering all key stakeholders.

Step 1

Product Context (5 minutes)

WhatsApp Business is a free-to-download app designed for small business owners to interact with customers easily, providing tools for automated messages, quick replies, and business profiles. Key stakeholders include:

1. Small business owners: Seeking efficient customer communication
2. Customers: Wanting convenient business interactions
3. WhatsApp (Meta): Aiming to monetize the platform and expand user base
4. Advertisers: Potential future stakeholders for targeted marketing

User flow:

1. Business sets up profile and messaging tools
2. Customer initiates conversation or responds to business outreach
3. Business manages conversations, uses automated tools, and tracks metrics

WhatsApp Business fits into Meta's strategy of creating a comprehensive ecosystem for personal and business communication. It competes with other business messaging platforms like Apple Business Chat and Facebook Messenger for Business.

Product Lifecycle Stage: Growth phase, with increasing adoption among small businesses globally.

Software-specific context:

• Platform: Mobile-first, with web interface
• Integration: With WhatsApp's main app and potentially other Meta products
• Deployment: Cloud-based, regular updates pushed to users