The WhatsApp for Business API enables brands to utilise the channel closest to their customers to deliver real-time support. Although many businesses are still finding their feet with the channel, the benefits are still already abundantly clear.

The real-time nature of WhatsApp offers a simple way to increase customer satisfaction with richer two-way conversations. Brands can make the most of the platform features such as interactive media sharing, free type responses and templated messages.

These message templates can be used as standard to start a conversation or as a response to common queries through our platform. Utilising the additional layer of automation offered by our solution, internal teams can better manage inbound volumes, while simultaneously providing instant answers for customers at any time.

Real-time customer support with mobile messaging

The channel is designed to specifically support the sharing of notifications and customer service messages. Keeping users up to date with account alerts, order updates, reservation confirmation and reminders through WhatsApp’s in built features also helps to encourage further engagement

In addition, WhatsApp offers the opportunity to increase brand awareness with your own business profile which lists important information, including your logo and contact details. In short, the channel has the potential to become the sole source of information about a brand as well as the go-to for communication

Another compelling case for businesses using WhatsApp as a means to deliver customer service is its ability to deliver internationally. Given that the channel is not dependent on the networks, it can be more reliable than SMS or RCS in certain areas of the world.

It is, however, the conversational user experience that will continue to be the most important factor behind the uptake of the channel. WhatsApp appeals to the consumer need for convenient service whilst removing the complexities of doing so for businesses.

The evolution of customer experience

The customer experience and expectations surrounding it have evolved dramatically over the last few years. In order to deliver for their customers, businesses are looking at creating engagement through well established mobile messaging channels.

With more than 1.5 billion users, WhatsApp is a natural part of everyday conversation for mobile consumers. Through the launch of the WhatsApp Business API, customer-centric businesses can now become part of that conversation, further streamlining and connecting the user experience.

To discover more about the possibilities of WhatsApp for your business, get in touch with the team today.

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