WhatsApp for Business API

Connect with customers via the world’s most popular messaging app. Answer customers’ questions and resolve queries with the messaging application they’re already using.

USAGE

How can the WhatsApp for Business API be used?

With 2 billion active users (Source), WhatsApp is, after SMS, the world’s most popular mobile messaging app. It’s popular because it’s free, you can have group chats, it’s very secure, and you can share rich media. An average user opens Whatsapp more than 20 times a day making it the perfect channel for driving better engagement with your customers.

The WhatsApp for Business API is designed for conversations between your brand and individual customers. It’s intended for customer care conversations, marketing, and what we call transactional messages – alerts, updates, notifications, reminders. Either you or the customer can start a conversation, which you can either handle with a live agent, or automate responses via a chatbot.

What are the benefits of using the WhatsApp for Business API?

Reasons why your business should include WhatsApp messaging as part of your communication strategy

2 billion
global users

Utilise the global power of WhatsApp by expanding your business communication to reach an international customer base

Better decisions

Engage in the way
the customer wants

Offering WhatsApp as part of a multichannel strategy will give the customer the choice to engage in the way they want

Communicate at scale with your customers

Maximise the ROI of your marketing campaigns by engaging with your customer database at scale using rich media

Richer
interaction

Customers will be able to view images and video in addition to text, allowing you to deliver a personalised experience

Response time

Interact in
real-time

Customers will be able to interact with businesses in fast, chat-style environments

Chat
security

Sensitive information can be exchanged safely and securely, and branded business profiles create trust with customers

automated SMS

iOS and Android
support

Communicate with any handset which has WhatsApp installed, across both Android and iOS

How can businesses use WhatsApp?

Discover more ways you’ll be able to connect with customers in a simple, secure, and reliable way

Chat/Customer support

Live chat environments are great for real-time customer service interactions, but it’s not always convenient for a customer to login to an account or go to a website, where such an interaction can take place. The WhatsApp for Business API allows customers to have the same types of live interactions, with none of the live chat pre-requisites. The API can be integrated with your existing CRM for an easier, faster, and centralised communications approach for your business.

Example applications include:

  • Payment processing
  • Order queries
  • Contract/policy updates
  • FAQs

Rich notifications

An informed customer is a happy customer, and that’s where WhatsApp for Business can help. You’ll be able send media-rich notifications which grab the customer’s attention in a more effective way, using an application the average user already spends an average 195 minutes on per week (Source).

Example applications include:

  • Order confirmations
  • Delivery updates
  • Appointment reminders (with links to re-scheduling tools)
  • Event invitations
  • Payment reminders
  • Service interruptions (E.g. utilities)
Alerts

Making sure that your message has arrived, and more importantly been read, is often critical to any project. The delivery and read notifications within WhatsApp make it easy for senders to be reassured that their message has been engaged with.

Example applications include:

  • Travel updates with links to rescheduling tools
  • Facility closures (E.g. schools, and healthcare facilities)
  • IT outage alerts
  • Security breaches
  • Account updates (E.g. banking, council-tax statements)
Marketing

The rich content delivered via WhatsApp engages your customers, encouraging them to act immediately through promotional messages delivered directly to their fingertips.

Example applications include:

  • Flash sales
  • New product launches
  • Upsells (upsell marketing following an initial sale)
  • Digital coupon delivery
  • Drive to website

What are the features of WhatsApp for Business?

Tools to help you have richer communications with customers, in an environment that customers are already comfortable using.

Image, video
support

Add interactive media to your text based messages for a higher level of customer engagement

Branded
business profiles

Provide address, description, email, and website, in an environment including your corporate identity

2-way chat
interactions

Provide customer service interactions in an environment your customer is already familiar with

Read
receipts

Make sure that your message has reached the customer quickly and easily

Cross OS
support

Send messages to any recipient who has WhatsApp installed on their device

Customer conversations with WhatsApp and Messaging Studio

Deliver exceptional customer conversations using the Chat feature in Messaging Studio. Host successful Whatsapp chat sessions off the back of your approved outbound messages, where your customers can experience a richer interaction with your business. Chat combines two-way messaging with rich content such as video and media files in a branded and secure messaging environment. The rich template builder within messaging studio allows you to create unique message templates to engage your customers via outbound messages.

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