Strengthen your communications with WhatsApp Business API
Expand and develop your customer relationships based on dialogue by communicating with your customers through one of the most widely used apps. Access the WhatsApp Business API easily through our API and communicate seamlessly with your customers.
What is WhatsApp Business API?
WhatsApp is one of the world’s most used OTT channels. WhatsApp Business API allows you to provide customers with simple, secure, and reliable messaging. The app has more than 2 billion users in over 180 countries worldwide. Compared to other messaging channels, it drives higher delivery in addition to increased open and conversion rates.
Use WhatsApp in two different ways
Through our WhatsApp Business API, you can connect to the WhatsApp Business API where you will be able to use it in two different ways:
Send notifications as business initiated, templated messages that can be sent at any time if the customer has opted in to receive them. With notifications you can:
Deliver important, timely messages during your customer's path to purchase
Continue the conversation with customers who respond to your notifications
Choose from 10 message templates across the customer journey
Businesses using notifications on the WhatsApp Business API have seen an increase in:
Delivery, open and conversion rates
Customer retention rates
Customer Care (two-way notifications)
With customer care, you can support two-way conversations with customers. This means that end users can initiate WhatsApp conversations with businesses. You can also ask your customers to rate your customer support straight after the contact, and in the same text conversation you can:
Assist with installations, troubleshooting, status updates etc.
NPS (Net Promoter Score) to measure customer satisfaction
Easily access and initiate a conversation when it suits the customer
Use the customer-preferred channel for information
Besides providing customers with a channel that is simple, reliable, and secure, you can also enhance their customer experience with features like:
Text – A simple text message
Image – A message containing an image file
Audio – A message containing an audio file
Video – A message containing a video file.
Document – A message containing a document file.
Location – A message containing a location.
Contacts – A message containing one or more contacts.
Why you should use WhatsApp Business API
Connect with your customers
WhatsApp Business API gives you the opportunity to reach, engage and develop your customer interaction. The solution allows you to create trust from your customers with branded profiles. WhatsApp treats privacy and security with the utmost priority, and we have adopted a steadfast, multi-pronged commitment to user safety:
We collect as little data as possible – all that’s needed to get started is a phone number.
Every one of WhatsApp’s features is designed from the ground up with the highest level of security in mind.
Each message delivered on WhatsApp is automatically encrypted end-to-end, so not even WhatsApp or Facebook can see its contents.
Through this channel you can also:
Reach opted-in customers with timely, important messages through templated notifications
Increase engagement with media messages and two-way conversations
Resolve issues one-on-one with private conversations
Connect with your customers instantly
Communicate with your customers on the channel they prefer
WhatsApp is built to be data- and battery-light, so that it can work reliably on the lowest cost handsets and with the worst connections. When other forms of communication are down or drop in quality, WhatsApp still works.
You can add images directly in the messages. These could be boarding passes, theater tickets, instructions, or manuals. The customer is then able to continue with follow-up questions in the same chat instead of having some information sent by email, some by mail and some through a customer care channel.
Users can receive location in the chat with the company.
You can use GPS for live location sharing to locate deliveries.
This is perfect for logistics and food delivery. Users can see the location and chat with the business and:
Send directions to a restaurant, hotel, store, and auto store or repair shop
Show train, bus, and taxi arrival
Notify arrival of food or grocery delivery
You can add videos straight in the message. This could be:
Tutorial videos on “how to use,” install, troubleshoot, apply, and maintain
Instruction videos, trainings, etc.
Say happy birthday, you’re welcome, thanks for coming, etc.
You can send documents straight in the message, referring to previous calls, following up with a manual, or resending invoices. You can also send:
Copies of invoices, terms & conditions, and agreements
Manuals and instructions
You can send audio straight in the message. In this way you are able to create a more personal contact with the customer. You can:
Send audio recordings on what was agreed on over the phone
Send a thank you, reminder, happy birthday, etc.
Use audio for people that are blind or visually impaired
Text with URL
You can easily add URLs to the message and also preview the message. You can use it for T&C agreements, invoices, order confirmations, applications, and payments.
One or multiple contacts
With WhatsApp Business API you are able to share a contact with your customers straight from your customer support. You can use the multiple contacts feature to:
Share digital business cards for events & exhibitions
Send contacts to your personal bank contact, insurance case handler, travel guide, etc.
Send contact details to the housekeeper, maintenance service personal, personal trainer, home schoolteacher, etc.
Notifications are business initiated, templated messages that can be sent any time. They enable you to:
Deliver important, timely messages during your customer’s path to purchase
Continue the conversation with customers who respond to your notifications
Send notifications via WhatsApp such as gate changes, e-commerce package delivery, two-factor authentication codes, and more. These notifications are critical to running your business and you can deliver them where people are most engaged.
The WhatsApp experience was designed to connect people in a simple way – maintaining a user interface free of unnecessary distractions and UI clutter, and offering the option of voice messages in addition to text. This amounts to a straightforward experience – No matter a person’s location, device, connection quality, or level of literacy.
Examples for industries
You can increase customer satisfaction by keeping customers updated. With WhatsApp you can have a two-way communication regarding delivery scheduling and real-time location sharing. You can decide to give notifications such as:
Last mile delivery notification
VAT and custom payments, delivery receipts
Banking and insurance
Banking and insurance companies can use WhatsApp for several purposes. It can be used both for customer care and notifications such as:
Lost credit card
Irregular or suspicious credit card transactions
Reaching credit card limit
Policy application approved
Policy changes updated
Telcom companies can experience a lot of customer questions. Using WhatsApp, you can easily respond real-time to the issues or questions customers have. Whether it is account balance, upgrades, order changes or shipping delays. You can also use the channel for:
Retail and e-commerce
Within retail and e-commerce, you can easily resolve order changes or shipping delays by using WhatsApp. You can add the receipt as an attachment and give confirmations. You can also handle:
Requests on return/refund
Give status on product availability
Payment billing and products service inquiries
Confirmation on returns and refunds
Purchase and order receipts
Delivery notification and tracking
Travel and hospitality
For the travel sector you would be able to gather all information in one channel. You can give confirmations and inform about changes to travel. You can also follow up during the travel and provide extra services. In addition, you can:
Give seat selection
Give cabin upgrades
Give reward points
Inform about cancellations
You can also give notifications about:
Hotel information and directions
How do I get started?
Businesses using customer care on the WhatsApp Business API have seen an increase in customer satisfaction and/or net promoter score in addition to an increase in customer service operational efficiency.
Are you looking for more information? Get in touch.
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