Founded in 2009 by Brian Acton and Jan Koum WhatsApp is a messaging app acquired by Facebook in 2014 for $19B. In 2018 WhatsApp rolled out customer interaction services. WhatsApp might be transitioning toward a set of features from video chats to social commerce that might transform WhatsApp into a Super App.
| Business Model Element | Analysis | Implications | Examples |
|---|---|---|---|
| Messaging Application | WhatsApp operates as a mobile messaging application that enables users to send text messages, voice messages, images, videos, and documents to individuals and groups. | Facilitates real-time communication between users across the globe. Enhances personal and business communication. Attracts users looking for convenient messaging solutions. | Users can send text messages, share photos, make voice and video calls, and create group chats on WhatsApp for personal and business communication. Businesses can use WhatsApp to communicate with customers and provide support. |
| End-to-End Encryption | WhatsApp provides end-to-end encryption for messages, ensuring that only the sender and recipient can read the content. This security feature enhances user privacy and data protection. | Ensures the security and privacy of user messages. Builds trust among users for confidential conversations. Attracts users concerned about data security. | Users can have private conversations on WhatsApp, knowing that their messages are secure and cannot be accessed by unauthorized parties. |
| Voice and Video Calls | WhatsApp offers voice and video calling features, allowing users to make high-quality calls over Wi-Fi or mobile data connections. | Expands WhatsApp’s utility beyond messaging to voice and video communication. Attracts users looking for convenient communication options. | Users can make voice and video calls to contacts, providing an alternative to traditional phone calls and enabling face-to-face conversations regardless of distance. |
| Multimedia Sharing | WhatsApp enables users to share multimedia content such as photos, videos, GIFs, documents, and location information. Users can also record and send voice messages. | Enhances user engagement by allowing the sharing of various types of content. Supports multimedia-rich conversations. Attracts users interested in diverse communication options. | Users can send photos, videos, documents, and more to share experiences and information with their contacts. Businesses can share product images and videos with customers. |
| Business Solutions | WhatsApp offers business-oriented features, such as WhatsApp Business and WhatsApp Business API, which enable companies to communicate with customers, provide customer support, and send automated messages. | Provides businesses with a platform for customer engagement and support. Creates revenue opportunities through business solutions. Attracts businesses seeking digital communication channels. | Businesses can use WhatsApp Business to connect with customers, share updates, and provide customer service through the platform. |
| Freemium Model | WhatsApp operates on a freemium pricing model. The app is free to download and use for personal communication, but it charges businesses for certain business-oriented features and messaging services. | Attracts a broad user base with free personal communication features. Generates revenue by offering premium services to businesses. Balances user acquisition with monetization. | Personal users can enjoy free messaging and calls on WhatsApp, while businesses pay for additional features and services tailored to their needs. Businesses can purchase WhatsApp Business API services. |
| International Reach | WhatsApp has a global presence and is available in over 180 countries, making it one of the most widely used messaging apps worldwide. It supports multiple languages and cultures. | Provides users with a broad network for international communication. Facilitates cross-border interactions and cultural exchange. Attracts a diverse user base. | Users from different countries and regions can use WhatsApp to connect with friends, family, and colleagues, transcending language and geographical barriers. Businesses can reach a global customer base. |
| Integration Potential | WhatsApp allows integration with third-party applications and services, enabling users to share content and interact with external platforms. | Enhances user experience by connecting WhatsApp with other digital services. Provides opportunities for third-party partnerships. Attracts users looking for integrated solutions. | Users can share content from external apps and services within WhatsApp, streamlining their digital interactions and experiences. Businesses can integrate WhatsApp with CRM systems and other tools. |
| Value Proposition | WhatsApp’s value proposition centers on providing users with a secure, feature-rich, and globally accessible messaging platform. It offers end-to-end encryption for privacy, supports multimedia sharing, enables voice and video calls, and caters to both personal and business communication needs. | Offers a comprehensive messaging solution with a focus on security, convenience, and broad international reach. Empowers users with various communication tools and options for personal and business use. | |
| Customer Segments | WhatsApp serves a diverse range of customer segments, including individuals seeking personal communication, businesses looking for customer engagement tools, and international users with varying language and cultural preferences. | Addresses the communication needs of individuals and businesses alike. Provides a platform for cross-cultural interactions and global business outreach. Attracts a wide and varied user base. | |
| Distribution Strategy | WhatsApp distributes its mobile application primarily through app stores, making it accessible to users on iOS and Android devices. It also benefits from word-of-mouth referrals and network effects as users invite others to join the platform. | Ensures widespread accessibility to WhatsApp through app stores. Leverages network effects for user growth. Encourages organic user acquisition through referrals. | Users can download WhatsApp from app stores, and the platform grows as existing users invite friends and contacts to join the app for communication. |
| Revenue Streams | WhatsApp generates revenue primarily from businesses that use WhatsApp Business API services for customer communication. Additionally, it may explore potential revenue streams from advertising or premium features for personal users in the future. | Businesses pay fees for using WhatsApp Business API for customer engagement. Potential revenue streams from advertising or premium features can diversify income sources. Attracts businesses looking for efficient customer communication channels. | Businesses pay for WhatsApp Business API services to connect with customers. WhatsApp may introduce advertising or premium features for additional revenue. |
| Marketing Strategy | WhatsApp’s marketing strategy focuses on word-of-mouth referrals, partnerships with businesses, and the app’s reputation for privacy and security. It leverages its extensive user base to promote its services and encourages businesses to adopt WhatsApp Business for customer engagement. | Utilizes organic user growth through referrals and strong user trust. Attracts businesses by highlighting the platform’s effectiveness for customer communication. Leverages user testimonials and positive reviews. | Users refer WhatsApp to friends and colleagues, contributing to user acquisition. Businesses are encouraged to use WhatsApp Business for effective customer engagement. |
| Organization Structure | WhatsApp is a subsidiary of Facebook, Inc. It operates with its own team and leadership while benefiting from the broader resources and infrastructure of its parent company. WhatsApp’s organizational structure includes product development, engineering, and support teams. | Operates as a subsidiary within Facebook’s corporate structure. Combines autonomy in product development with access to Facebook’s resources. Provides specialized teams for product enhancements and customer support. | WhatsApp maintains its unique identity while leveraging Facebook’s support for infrastructure and scalability. Product teams work on improving user experience and security. |
| Competitive Advantage | WhatsApp’s competitive advantage lies in its strong focus on user privacy and security with end-to-end encryption, its extensive feature set for various communication needs, its global reach, and its reputation as a trusted messaging platform. | Offers a secure and versatile messaging experience. Attracts users seeking reliable and private communication. Maintains a leading position in the global messaging app market. |
WhatsApp origin story
Brian Acton and Jan Koum, who had previously spent 20 years combined at Yahoo, founded WhatsApp in 2009.
As reported on CNBC, Jan Koum affirmed:
“It started with me buying an iPhone; I got annoyed that I was missing calls when I went to the gym.”
That’s how they managed to build an app that made them show their status, and he added: “We didn’t set out to build a company. We just wanted to build a product that people used.“
In 2009 WhatsApp got its first seed round for $250k. In a few years, WhatsApp became a hit, and in 2011 and 2013, WhatsApp got $60 million from Sequoia Capital, with the first round of $8 million and the second round of $52 million.
WhatsApp is a pun on the phrase What’s Up, which started as an alternative to SMS.
Advertising is a broken business model, according to its founders
As reported on the WhatsApp blog by its founders Koum and Brian Acton:
When we sat down to start our own thing together three years ago we wanted to make something that wasn’t just another ad clearinghouse. We wanted to spend our time building a service people wanted to use because it worked and saved them money and made their lives better in a small way. We knew that we could charge people directly if we could do all those things. We knew we could do what most people aim to do every day: avoid ads.
Advertising isn’t just the disruption of aesthetics, the insults to your intelligence and the interruption of your train of thought. At every company that sells ads, a significant portion of their engineering team spends their day tuning data mining, writing better code to collect all your personal data, upgrading the servers that hold all the data and making sure it’s all being logged and collated and sliced and packaged and shipped out… And at the end of the day the result of it all is a slightly different advertising banner in your browser or on your mobile screen.
Remember, when advertising is involved you the user are the product.
This showed how reluctant they were about advertising as a business model.
The paradox, though, is that the company would be acquired by the largest digital advertising network after Google in a couple of years.
The Facebook acquisition
It was June 18, 2012, almost two years before WhatsApp got sold to the most profitable advertising network on earth, Facebook Inc.
In a previous post, they said:
So first of all, let’s set the record straight. We have not, we do not and we will not ever sell your personal information to anyone. Period. End of story. Hopefully this clears things up.
On February 19, 2014, when Facebook acquired WhatsApp. As reported on Facebook financial statements, Facebook “paid approximately $4.6 billion in cash and issued 178 million shares of Class A common stock in connection with the acquisition of WhatsApp” this is how it was announced on WhatsApp blog:
Almost five years ago we started WhatsApp with a simple mission: building a cool product used globally by everybody. Nothing else mattered to us.
Today we are announcing a partnership with Facebook that will allow us to continue on that simple mission. Doing this will give WhatsApp the flexibility to grow and expand, while giving me, Brian, and the rest of our team more time to focus on building a communications service that’s as fast, affordable and personal as possible.
Here’s what will change for you, our users: nothing.
WhatsApp will remain autonomous and operate independently. You can continue to enjoy the service for a nominal fee. You can continue to use WhatsApp no matter where in the world you are, or what smartphone you’re using. And you can still count on absolutely no ads interrupting your communication. There would have been no partnership between our two companies if we had to compromise on the core principles that will always define our company, our vision and our product.
WhatsApp founders remarked once again that its business model would not change toward anything related to third-party ads.
Things would start to change in a couple of years.
The freemium growth model
Once WhatsApp had financial support to keep growing, it leveraged the freemium model to gain even more traction.
As explained on their blog:
That’s why we’re happy to announce that WhatsApp will no longer charge subscription fees. For many years, we’ve asked some people to pay a fee for using WhatsApp after their first year. As we’ve grown, we’ve found that this approach hasn’t worked well. Many WhatsApp users don’t have a debit or credit card number and they worried they’d lose access to their friends and family after their first year. So over the next several weeks, we’ll remove fees from the different versions of our app and WhatsApp will no longer charge you for our service.
Naturally, people might wonder how we plan to keep WhatsApp running without subscription fees and if today’s announcement means we’re introducing third-party ads. The answer is no. Starting this year, we will test tools that allow you to use WhatsApp to communicate with businesses and organizations that you wantto hear from. That could mean communicating with your bank about whether a recent transaction was fraudulent, or with an airline about a delayed flight. We all get these messages elsewhere today – through text messages and phone calls – so we want to test new tools to make this easier to do on WhatsApp, while still giving you an experience without third-party ads and spam.
WhatsApp started to focus more on communication between businesses and its users to create a line of products that could be monetized by selling services to companies using WhatsApp features.
Facebook takes over
The time came when Facebook finally started to take advantage of WhatsApp data to sell more of its ads.
As reported on the WhatsApp blog:
The updated documents also reflect that we’ve joined Facebook and that we’ve recently rolled out many new features, like end-to-end encryption, WhatsApp Calling, and messaging tools like WhatsApp for web and desktop.
But as we announced earlier this year, we want to explore ways for you to communicate with businesses that matter to you too, while still giving you an experience without third-party banner ads and spam. Whether it’s hearing from your bank about a potentially fraudulent transaction, or getting notified by an airline about a delayed flight, many of us get this information elsewhere, including in text messages and phone calls. We want to test these features in the next several months, but need to update our terms and privacy policy to do so.
That policy change created a set of backlashes that remain concerns.
As pointed out on Facebook financials for 2017:
The Irish Data Protection Commissioner has challenged the legal grounds for transfers of user data to Facebook, Inc., and the Irish High Court has agreed to refer this challenge to the Court of Justice of the European Union for decision. We also face multiple inquiries, investigations, and lawsuits in Europe, India, and other jurisdictions regarding the August 2016 update to WhatsApp’s terms of service and privacy policy and its sharing of certain data with other Facebook products and services, including a lawsuit currently pending before the Supreme Court of India. If one or more of the legal bases for transferring data from Europe to the United States is invalidated, if we are unable to transfer data between and among countries and regions in which we operate, or if we are prohibited from sharing data among our products and services, it could affect the manner in which we provide our services or adversely affect our financial results
It is important to remark that the terms of service changes applied to things like:
Enable you to communicate with businesses on WhatsApp. For example, if you visit a business’s Facebook page, you might see a button that lets you easily open a WhatsApp chat with them.
However, it is undeniable that in 2016 it finally started a process of monetization that revolved around data sharing between WhatsApp and Facebook products.
In 2017 the WhatsApp founders left Facebook and $1.3B in stock options, presumably because they were desperate to leave the company.
As reported by bizjournals:
“Jan Koum and Brian Acton have more recently clashed with Facebook CEO Mark Zuckerberg and COO Sheryl Sandberg, and quit the company, leaving hundreds of millions of dollars worth of unvested stock options on the table. Acton, who quit in November 2017, walked away from $900 million in unvested shares, while Koum, who will exit Facebook in August, will leave $400 million in unvested shares, the Wall Street Journal reports.”
Following the Cambridge Analytica scandal, in March 2018, Brian Acton also launched a hashtag campaign – #deletefacebook – which in a way, backfired on him:
It is time. #deletefacebook
— Brian Acton (@brianacton) March 20, 2018
WhatsApp becomes a solution provider: A glance at customers’ interactions management
In August 2018, on its blog, WhatsApp reported the creation of new tools to allow businesses to connect to users, which included three kinds of interactions:
- Request helpful information.
- Start a conversation.
- Get support.
This way, businesses will start paying for certain user interactions to manage their customers’ interactions.
As reported on the WhatsApp website:
From time to time, a business may use a solution provider to help provide the tools it needs to send and receive messages from you. Businesses rely on these solution providers to store, read and respond to your messages.
The business you’re communicating with has a responsibility to ensure that it handles your messages in accordance with applicable law and its privacy policy. For more information on the provider’s privacy policy, please contact that business directly.
While the app is free, some services will be paid for.
For instance, if a business that uses WhatsApp will reply to a customer within 24 hours, it will pay a fixed charge based on the country.
As pointed out on theverge.com, “WhatsApp Business lets business owners set up a profile to share company details like their email or store address, and also have access to greetings and away messages to manage interactions with customers (who contact them using the standard WhatsApp client).”
In April 2019, WhatsApp officially rolled out the launch of its WhatsApp business.
Will ads come to WhatsApp?
In August 2018, Facebook announced on its blog the WhatsApp Business API:
You can use the WhatsApp Business API to sendcustomised notificationswith relevant, non-promotional content such as shipping confirmations, appointment reminders or event tickets. These messages will be charged at a fixed rate for confirmed delivery.
As Facebook highlighted:
We’ve been testing ways to help people start a WhatsApp chat from ads they see on Facebook.
An example of a Facebook ad promoting a WhatsApp conversation is shown on Facebook Blog when the company announced this new feature within its ads platform.
However, as pressure grew on the Facebook business model, the company announced it would give up, for now, the ads revenue model for WhatsApp (at least for now), as reported by WSJ.
Will WhatsApp ever make meaningful revenues for Facebook?
In the 2019 annual report, Facebook highlighted:
We have also invested, and expect to continue to invest, significant resources in growing our WhatsApp and Messenger products to support increasing usage of such products.
And it continued:
We have historically monetized messaging in only a limited fashion, and we may not be successful in our efforts to generate meaningful revenue or profits from messaging over the long term.
Suppose Facebook isn’t planning to monetize WhatsApp directly in the long term.
What plans and how will it integrate with its overall products in the long run?
Key Highlights
- Founding and Acquisition: WhatsApp was founded in 2009 by Brian Acton and Jan Koum. In 2014, Facebook acquired WhatsApp for $19 billion.
- WhatsApp’s Origin Story: Jan Koum was inspired to create WhatsApp after missing calls at the gym. The app aimed to provide a simple and efficient means of communication.
- Early Funding and Growth: WhatsApp secured its first seed round of $250,000 in 2009. Subsequent funding rounds, including $60 million from Sequoia Capital, helped fuel its growth.
- Advertising Disinclination: WhatsApp’s founders expressed reluctance towards advertising as a business model. They aimed to build a service that added value to users’ lives without resorting to ads.
- Facebook Acquisition: Facebook acquired WhatsApp in 2014, paying around $4.6 billion in cash and issuing shares. WhatsApp was promised autonomy, no ads, and no compromise on core principles.
- Shift towards Business Interactions: In 2018, WhatsApp introduced tools for businesses to interact with customers. Businesses could provide information, start conversations, and offer support through the platform.
- Freemium Growth Model: WhatsApp shifted to a freemium model, eliminating subscription fees and exploring communication tools for businesses. It began charging businesses for specific interactions.
- Privacy Concerns and Founders’ Departure: WhatsApp founders left Facebook in 2017, reportedly due to disagreements with Mark Zuckerberg. Privacy concerns and data-sharing changes were factors.
- Facebook’s Integration and Policy Changes: Facebook integrated WhatsApp more closely with its products, raising concerns about data privacy and sharing.
- Future Focus on Social Commerce: WhatsApp began focusing on social commerce, introducing features like catalogs for businesses. It also explored new ad formats and tools for businesses.
- Facebook-Jio Deal: Facebook acquired a stake in Jio, an Indian conglomerate, to transform WhatsApp into a Super App in India. The aim is to integrate communication, payments, and business services.
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