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WhatsApp’s business solutions give you the power to serve customers through messaging.

WhatsApp is a messaging app that allows users to send and receive text messages, as well as make voice and video calls, over the internet. It was acquired by Facebook in 2014. WhatsApp is available for free on both Android and iOS devices, and can also used on desktop computers as well. WhatsApp has become one of the most popular messaging apps in the world, with over 3 billion users as of 2022. It is available in more than 180 countries and is available in more than 50 languages.

A fresh way for customers to self-serve.

Meta recently introduced WhatsApp for business API, making it simple for all businesses to serve their customers. Now, customers can self-serve anytime, thanks to HelloDuty's click and config bot automation.

In addition to automated messages, WhatsApp Business API allows you to send out mass messages to all your customers at once. This can be a great way to promote sales or special events. You can also use mass messages to send out important information, such as product recalls or service disruptions.

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Benefits of using WhatsApp over Email or SMS

Email open rates are typically low for most businesses, averaging around 10 per cent. This means that a large portion of customers who could be interested in your product or service may never see your email announcements or offers.

Additionally, the limited word count and structure of SMS can make it difficult to create personalised content that would encourage customers to visit your store and make a purchase.

  • 10x increase in ROI over email, in-app push notifications, and SMS messages
  • 57% clickthrough rate with WhatsApp
  • 1.7x more likely that customers will purchase when using WhatsApp

One of the great things about WhatsApp Business API is that it allows you to automate some of your communication.

For example, you can set up automated messages to welcome new customers or send automatic reminders for appointments or events.

This can save you a lot of time and allow you to stay in touch with your customers without manually sending out each message.

Difference between WhatsApp Business App and WhatsApp Business API

WhatsApp has developed two ways for small and large businesses to interact with customers.

  1. WhatsApp Business App caters for small businesses with a one device limit; in contrast, WhatsApp Business App caters for larger organisations with a team of 2 people or more.
  2. Setting up the WhatsApp Business app is as simple as downloading the app from the Google play store; however, to set up WhatsApp business API, one has to use a provider like HelloDuty in Kenya.
  3. You can only send a message at a time to your WhatsApp business APP, but on the WhatsApp Business API, you can send a message to over 1,000 opted-in users.
  1. Purpose: The WhatsApp Business App is designed for small businesses to communicate with their customers, while the WhatsApp Business API is intended for larger organizations who require custom solutions for customer communication.
  2. Account setup: To use the WhatsApp Business App, you download the app and create an account. The WhatsApp Business API requires a more involved setup process, including integration with a third-party provider or building a custom solution.
  3. Features: The WhatsApp Business App offers a range of features for small businesses, including the ability to create a business profile, send and receive messages. The WhatsApp Business API offers more advanced features, such as the ability to send multimedia messages and use custom templates.
  4. Scalability: The WhatsApp Business App is suitable for small businesses with a limited number of customers, while the WhatsApp Business API can handle high volumes of messages and support larger organizations.
  5. Integration: The WhatsApp Business App can only be used as a standalone tool. The WhatsApp Business API allows for more advanced integration with custom solutions.
  6. Cost: The WhatsApp Business App is free to use, while the WhatsApp Business API has a cost associated with it, either through a third-party provider or by building a custom solution.
  7. User experience: The WhatsApp Business App has a user-friendly interface that is easy for small businesses to navigate, while the WhatsApp Business API is more geared towards developers and requires more technical expertise to use.

Potential use cases of WhatsApp api

  1. Customer support
  2. Appointment scheduling and reminders
  3. Promotions and discounts
  4. Marketing, lead generation and product demonstrations
  5. Order confirmation, tracking and delivery updates
  6. Feedback and reviews
  7. Interactive newsletters

Customer Support

A businesses can use WhatsApp to quickly and efficiently respond to customer inquiries and provide support in the following ways:

  1. Automated chatbots: Businesses can use the WhatsApp API to create chatbots that can answer common customer questions and provide support around the clock. This can help free up customer service staff to handle more complex inquiries.
  2. One-on-one conversations: The WhatsApp API allows businesses to have one-on-one conversations with individual customers, providing personalized support and assistance.
  3. Multi-language support: The WhatsApp API can be configured to support multiple languages, making it easier for businesses to communicate with customers who speak different languages.
  4. Multimedia messaging: The WhatsApp API allows businesses to send and receive multimedia messages, such as images, videos, and documents. This can be useful for sharing product information or troubleshooting guides with customers.
  5. Secure communication: All messages sent through the WhatsApp API are encrypted, ensuring that sensitive customer information stays private. This is especially important for businesses that handle financial transactions or deal with sensitive data.

Appointment scheduling and reminders

Customers can easily schedule appointments through WhatsApp, and businesses can quickly confirm or reschedule appointments automatically. This can save time and effort compared to traditional methods of appointment scheduling, such as phone calls or emails.

Promotions and discounts

WhatsApp offers a wide reach. WIth over 3 billion users worldwide, its the most popular messaging app. A business can use WhatsApp to:

  1. Send promotional messages: Businesses can use the WhatsApp API to send promotional messages to their customers. These messages can include information about new products, special deals, and sales.
  2. Create promotional chatbots: The WhatsApp API allows businesses to create chatbots that can automatically send promotional messages to customers. These chatbots can be programmed to send messages at specific times or in response to certain triggers, such as a customer making a purchase.
  3. Send discount codes: Businesses can use the WhatsApp API to send discount codes to their customers. These codes can be used to encourage customers to make a purchase or try a new product.
  4. Personalize promotions: The WhatsApp API allows businesses to have personalized conversations with individual customers. This can be used to tailor promotions and discounts to specific customers based on their interests and past purchases.

Marketing , lead generation and product demonstrations

One of the main benefits of using the WhatsApp API for marketing campaigns is the ability to target specific groups of customers. With the API, businesses can create lists of WhatsApp users and send targeted messages based on their interests, location, or other factors. This allows businesses to personalize their marketing efforts and increase the chances of conversion.

Product demonstrations can be a valuable way for businesses to showcase their products and educate customers about their features and benefits. By using the WhatsApp's multimedia capabilities of video, images and documents, businesses can provide product demonstrations in a cheap and efficient manner.

Order confirmation, tracking and delivery updates

By integrating the API with their order tracking system, businesses can keep customers informed about the status of their orders and provide timely updates. This can help improve the customer experience and keep them satisfied with the service they are receiving.

  1. Confirm receipt of orders: When a customer places an order, the business can use the WhatsApp API to send a confirmation message to let the customer know that the order has been received. This can provide reassurance to the customer that their order has been processed and is being prepared for shipment.
  2. Provide order details: In the confirmation message, businesses can use the WhatsApp API to provide the customer with important details about their order, such as the item(s) purchased, the price, and the estimated delivery date. This can help customers stay informed about their order and avoid any misunderstandings.
  3. Send payment confirmation: If the customer paid for their order online, the business can use the WhatsApp API to send a payment confirmation message. This can help reduce the risk of fraud and provide reassurance to the customer that their payment has been processed.
  4. Provide shipping information: If the order will be shipped to a different address than the billing address, the business can use the WhatsApp API to provide the customer with the shipping address and any tracking information. This can help the customer track their order and know when to expect it to arrive.

Feedback and reviews

By integrating the WhatsApp API into their feedback and review process, businesses can quickly and efficiently gather customer feedback, resolve issues, and improve the overall customer experience.

Interactive Newsletters

The only reason a business sends a newsletter is to make a sale. Unlike SMS or Email where the user has to navigate to another website to make a purchase, WhatsApp offers the ability to directly convert the customer within the application. This improves newsletter conversions by up to 35% over other channels.

Updated on Feb 03, 2023

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