We live in an era of “now,” where everything we want needs to be given immediately. From purchase to customer service, your customer is looking for real-time communication.
According to a survey conducted by Salesforce, 80% of customers said that the company’s customer service is as important as the products/services they offer.
When Salesforce conducted a similar survey, they realized that 80% of the buyers expect immediate communication. This survey showed that people expected the companies to respond on messenger apps within the hour.
Even today, the statistics remain to be true. At least 79% of millennials want mobile responsive customer support, while 90% expect businesses to have some kind of online support.
People don’t prefer waiting in long queues or holding on to their phones till a customer service agent comes to offer them a response. They want something more real-time and practical.
Messengers are becoming the go-to for most business buyers who want to know more about the product or get some support regarding implementation.
Among the several Messenger applications currently being regarded by businesses, WhatsApp Business API is growing popular. It has opened up new business opportunities and increased the support landscape further.
It is not just another support channel but a multi-faceted and highly conversational channel that can be used for purposes including but not limited to lead generation and customer service.
In this article, we go over what is WhatsApp Business API, why should a business use it, and how is it helpful.
So first.
What is WhatsApp Business API?
It is a product offering of WhatsApp catering to businesses that need to make use of automation to interact with thousands of their customers, and they do this using this API.
Now, let’s break this down to understand it better. Say you have several agents employed with you, working round-the-clock to extend customer service and engagement. How will you manage their schedules and ensure they converse in real-time?
WhatsApp API ensures that large companies can easily cater to their pool of customers easily using the API. As a result of this API, the business can interact with all its customers with a common number whereas giving its agents the capability to view their conversations.
In return for using this service, WhatsApp would charge you for the usage. It calculates usage based on the number of sessions/interactions that occurred using the WhatsApp API.
You can plan to either send transactional messages, use it to perform live chat, or design drip campaigns to cater to several use cases. With the real-time communication this platform offers, you can enhance the capabilities of your business.
I know you must be confused about what this is and how it compares to the regular WhatsApp that we use and love.
Differences between WhatsApp, WhatsApp Business, and WhatsApp Business API
When do you need WhatsApp Business API?
Now that we have looked at the various offerings from WhatsApp, let’s take a look at when you should consider using this WhatsApp Business API.
1. Handling high volume of queries
As a mid-size or enterprise company, you might be juggling between queries about products and support. Your sales and support team are constantly trying to meet the needs.
If you want to make query handling mobile and immediate, you can use WhatsApp API. You can use chatbots to manage all the chats that occur within your WhatsApp account, thereby giving immediate assistance to all users.
Popular and widely used chatbot platforms like WotNot help you to easily build bots using its no-code bot builders so that you can build bots and optimize them based on the data of the interactions.
Additionally, you are not restricted by device, the number of users, or contacts with the WhatsApp Business API; you can send messages to as many users as you want and have as many agents operate the account simultaneously as it would be managed through a third-party platform like WotNot.
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