For the past decade or so, mobile messaging apps have become all the rage and people love to text each other via Whatsapp or Line.

In 2020, we realize that even business correspondence can be sent to customers via this type of messaging! It’s fast, convenient, and that’s why more and more brands are opening a WhatsApp account.

In 2018, a WhatsApp Business API (Application programming Interface) was launched. It’s a product that allows you to do a lot of things: open communication with customers, bulk messaging, CRM (Customer Relationship Management) integrations, chatbot activation and many other cool features.

Before going any further, and seeing how to use this tool, let’s see the differences between the two products offered by Whatsapp for your business:

WhatsApp Business

Whatsapp Business is suitable for small businesses and freelance workers who operate mainly in BtoC and have around 50 clients. All you need to do is install the app on your home phone and use it for quick and automatic replies, notifications, and customer Afghanistan Email List communication. This is a very practical solution in case you are not planning to dramatically expand the size of your business.

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WhatsApp Business API Solution
WhatsApp Business API Solution is more of a product for medium and large companies. It can be used for the automation of sending identical emails to a large number of people. But since emails can be personalized, this solution gives you much more freedom in communicating with your customers. In addition, it can be integrated with your CRM (Customer Relationship Management), ERP (Enterprise Resource Planning) systems, as well as your other accounts. It is also possible to create and incorporate some communication scenarios and even integrate a chatbot. In addition, multimedia content is available so you will be able to send messages along with audio, video and photo format.

WhatsApp Business focuses primarily on user needs

WhatsApp does not allow you to disturb a user with promotions or advertisements in your very first message. Because WhatsApp’s current priority is a high level of service, and the company is investing heavily in user experience. Thus, according to WhatsApp, the communication between a brand and a user must be fast, transparent and pleasant.

Why such precautions? There was a precedent, with Viber, another mobile messaging app that lost thousands of users due to massive amounts of spam sent by companies trying to get new customers. WhatsApp offers a new opportunity to create a truly engaging and practical communication with customers, and wants to establish a new marketing paradigm with this tool.

You should consider using WhatsApp Business if you check the following boxes:

You are a company working primarily in BtoC, having a substantial customer base or a large number of incoming customers who constantly go through the same channel for help. According to WhatsApp, this number is expected to be at least 20,000 users, but it could be revised downwards in the future.
Your business sends an average of 2 or more messages to your customers in 2 different events over a 24 hour period (for example, a message about the status of a delivery). In this case, WhatsApp messages are cheaper than SMS type messages. Also, if for example as part of a product order the process involves a dialogue with a customer, a WhatsApp chatbot and a simple chat scenario will make things much easier than a call to a customer contact center.

You want to share information that should be easily accessible to all of your customers, like a booking confirmation, which usually ends up in customers’ email inboxes, but they don’t really appreciate it.
Your call center or live chat usually receives a huge inbound flow. With WhatsApp Business, all this communication can be easily automated with the new channel planned. In addition, you will be able to increase your conversion volumes.

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