Deliver Exceptional Customer Experiences With Cloud WhatsApp API
Two decades ago, customers primarily interacted with businesses through just two channels – e-mail and phone. However, present-day consumers don’t think twice about using a combination of channels for communication, which include social media, email, SMS, chat, or phone calls.
87% of today’s consumers think companies need to work harder to provide a pleasant experience. Modern-day customers are sensitive and can be influenced by a single experience; one positive experience could be a deciding factor for them to stick with a brand. However, one bad experience can send them running to a competitor. Therefore, businesses will have to understand their customers’ preferences and make conscious efforts towards fulfilling them if they wish to sustain in this hyper-competitive world.
Messaging platforms such as WeChat, Facebook Messenger, and WhatsApp has exploded in the last few years. Businesses should take heed and actively engage with their customers on communication channels that they prefer and frequently use.
The growth of WhatsApp
With over 2 billion users on WhatsApp, this widely-used messaging platform has opened up a plethora of opportunities for businesses to communicate with their customers. According to Statista, WhatsApp is the most popular mobile messaging application worldwide, based on the number of monthly active users. This is why progressive businesses should start leveraging the power of the WhatsApp platform.
WhatsApp Business API for Customer Service
Cloud WhatsApp API allows companies to manage all of their business communications in one place in a structured manner. Customer service is not addressing their queries, but also delivering essential notifications about products and services.
cloud Whatsapp has the potential of becoming one of the most powerful channels for customer engagement. With its extensive reach, rich communication capabilities, and a highly-engaged user base, WhatsApp has become one of the most preferred communication channels for businesses.
With WhatsApp, customer support representatives can actively engage with end-users on a global scale, on a platform they are already active on. Around 3 million companies across the world use WhatsApp Business, and about 84% of SMBs believe that they can effectively communicate with their customers via this channel.
Let us take a look at how some companies are providing customer service using WhatsApp Business API.
Successful customer engagements will result in increased customer loyalty, which means your customers will keep returning to your business, and you will have an excellent chance to drive sales upwards. Customers show increased loyalty to brands that are easy to contact. WhatsApp Business API can help businesses earn customer loyalty by enabling them to respond to the customer queries instantly and provide constant support.
The quality of support offered to customers can be drastically improved with WhatsApp Business API because instant messaging is one of the most preferred communication channels for customers, and WhatsApp is an integral part of their lives.
The popular online ticket booking platform, BookMyShow, was one of the early adopters of WhatsApp Business API. As part of the ticketing process, the brand collects customer contact numbers so that they can automatically send movie/event tickets once the booking is confirmed.
With this simplified process in place, the customers only have to flash the QR code at the entrance of the event hall, instead of having to find their ticket through their emails.
WhatsApp offers fantastic opt-in experiences by making support-related interaction easy, and also brings down the overhead costs of the support teams by automatically routing queries via WhatsApp chat.
5 Compelling Reasons To Use WhatsApp Business For Your Marketing Strategy
When Facebook announced its plan to acquire WhatsApp for a whopping $19 billion back in 2014, many doubted if WhatsApp could contribute to Facebook’s already impressive portfolio of Social Media and messaging apps. However, seven years later, in February 2021, WhatsApp’s user base surpassed the two-billion milestone.
Taking notice of its popularity and vast business potential, the instant messaging brand launched WhatsApp Business, a feature that can help small and large-scale businesses engage with its users and market their brand.
Since then, many brands have started using WhatsApp Business to offer dedicated customer support and run marketing campaigns.
Here are seven great reasons to consider using WhatsApp Business for your marketing strategy:
- Secure Messaging
WhatsApp provides businesses and consumers with a highly secure messaging platform that safeguards all confidential data. Data security remains a priority in the current era, and WhatsApp lives up to the latest mobile security standards. WhatsApp’s end-to-end encryption allows only the recipients and senders to view the message content, and it completely restricts third-party accessibility.
2. Create brand awareness and product promotion
With the introduction of new features like status update and catalog in the WhatsApp Business account, the platform now gives more room for visual content, and users can check out what your offerings are without having to message you for this information.
Status update – you can run promotions and market newly launched products to generate more sales.
Catalog – Catalogs act as a mobile directory to put products on display. Thereby, you no longer have to send product images and supporting documents one at a time. Consumers will be able to see your brand’s full product inventory from its WhatsApp Business user interface.
3. Unleashing conversational commerce
Conversational commerce refers to the way end-users interact with their brand via chat-apps to get personalized and dedicated support.
Due to technological advancements across industries, the modern-day consumers can instantly connect with brand representatives or chatbots to get personalized product recommendations, quick support, or options to purchase products, all from within the messaging app.
With WhatsApp-enabled conversational commerce, you will be able to connect with multiple customers and provide personalized customer support and increase sales without any hassle.
4. Permission-based messaging
WhatsApp Business does not allow you to directly contact your users if they have not opted-in to receive your messages. If you want to start a conversation with your end-users, you must either request them to share their number with you or allow them to initiate a conversation.
In both cases, you, as a company, will respect the consumers’ right to reject or receive your message. This is more beneficial to you as a brand, as you will end up with a highly segmented audience base that is interested in your brand’s message.
5. Deliver personalized communication
Regardless of the marketing channel, sending customized messages to end-users is vital to driving higher conversions and engagement.
With WhatsApp Business, you can build on your personalization efforts at different stages of the customer lifecycle. You will also be able to add rich elements to these messages, such as video, audio, images, files, and QR codes.
WhatsApp Business API: How Top Companies and Organizations Are Using It
You’ve read all about the WhatsApp API and are now excited to implement it for your business.
Before you do so, questions swirl around your mind about how to use the WhatsApp API and what you can do with it:
- How should I be making full use of the WhatsApp API?
- How can I use it for customer service?
- What about marketing?
- Can it help with brand awareness?
Fret not. In this post, we’ll take a look at how top companies and organizations around the world are using the WhatsApp Business API. These use cases should provide you with a clear idea of the advantages of WhatsApp API and it can help to grow your business.
Let’s get started.
WhatsApp API Use Case #1: Netflix
With 182.8 million subscribers worldwide, you’d be hard-pressed these days to find someone who’s never watched anything on Netflix.
As one of the first privileged companies to test the WhatsApp API when it was in its limited preview stage, it’s probably safe to say Netflix was left nothing short of impressed as it continues to look for new ways to leverage the tool even today.
Existing efforts include sending users film suggestions via push notifications on WhatsApp. Users on the Netflix app are asked whether they’d like to receive movie and TV suggestions via their registered phone number.
Once they accept, they’ll begin to receive suggestions from Netflix, which are calibrated using the same algorithm and recommendation engine used on the app itself.
First released in India, one of WhatsApp’s largest markets, the feature has since been launched in other countries including the UK.
And Netflix’s integration with WhatsApp doesn’t just end there. In their latest collaboration, WhatsApp users can now watch Netflix trailers within WhatsApp itself, much like YouTube and Facebook videos.
WhatsApp API Use Case #2: World Health Organization (WHO)
In 2020, the world got plunged into an unexpected coronavirus pandemic and lockdowns were imposed all over the world.
Amid the constant and new developments and the rise and spread of fake news, communication became particularly important.
As the world’s leading health organization, the WHO had a massive role to play in maintaining order and providing trusted information and advice.
To do so, it has engaged WhatsApp API to allow people to chat with the organization via WhatsApp for the latest health alerts. This is available in a host of languages including English, Spanish, Arabic, Bengali, etc.
Because communication through the WhatsApp API is through an opt-in option, WhatsApp users must be the one to initiate a conversation with the WHO. All they have to do is send “hi” to the number listed on the WHO website (which varies according to the language) to receive a list of options.
Aside from the latest updates, the WHO is also using the WhatsApp API to send out COVID-19 facts of the day and customize their updates according to users’ locations.
WhatsApp API can only be obtained through an official WhatsApp Business Service Provider (BSP) like CLOUD WHATSAPP. If you’re looking to implement it for your business, we’d be more than happy to help you out. You can sign up for a free trial with us today or check out our help center to learn more.
WhatsApp API Integration: Benefits and Ways To Go
WhatsApp integrations generate so many benefits for a business that not doing it would mean losing out on countless opportunities to increase your brand reach, gain new customers, retain existing ones to grow your business.
WhatsApp integrations in a business is like enzymes in a human body—they catalyze processes so that they run faster, better, and more seamlessly.
Plus, you only have to do it once to lay the groundwork and kick things off and then it’s a question of taking full advantage of everything it has to offer and reaping those benefits.
Be it for sales, marketing, or customer service, there are plenty of WhatsApp integrations that your business can leverage to improve your systems and provide your customers with nothing but the best.
In this post, we’ll dive into five of the biggest benefits of a WhatsApp integration and run through ways you can incorporate WhatsApp into your business.
Ready to get catalyzing? Let’s start.
1. Increases Reachability
We’ve said it before, we’ll say it again, and we’re not afraid to repeat it whenever needed: WhatsApp is the most popular instant messaging app in the world.
The numbers speak for themselves—there are a whopping two billion WhatsApp users globally and growing. That’s a huge pool of potential customers you can tap into by simply integrating WhatsApp into your business.
Sure, customers can already reach you through traditional channels like phone calls, chatbots, and emails. But given the app’s popularity, WhatsApp should be at the forefront of it all.
That’s because integrating WhatsApp into your communication efforts isn’t just about adding one more way for customers to contact, it’s by far the most convenient way.
WhatsApp also ranks among the most used apps of the past decade, beating out even Gmail. It wouldn’t be a stretch to say that consumers check their WhatsApp messages more than their emails.
By integrating WhatsApp, you’re introducing a new level of ease for your customers as they can now interact with you through their favorite chat app and even while on the go.
2. Combines the Best of Tech and Human
One of the best features of WhatsApp business is its automated messages to facilitate your customers with the information they need as quickly as possible.
When set up properly, they can be fully trusted to speed processes up and reduce inefficiencies, especially when no customer service agents are available to attend to them.
But leaving it all to technology can have its drawbacks.
Though automated replies can help to reduce response time, not all problems can be resolved this way.
The beauty of WhatsApp integration is that while it has automatic processes in place, it also allows real people to jump in and take over the reins as and when a dispute arises and a human touch is needed.
It’s also one great way to go the extra mile with WhatsApp customer support as, more often than not, what unsatisfied customers really need is to know that beyond the tech interface, there’s an actual person looking into their problems.
3. Provides Quick Responses and Resolution Time
Immediacy is inherent in text messaging and WhatsApp is no exception to this rule.
By integrating WhatsApp into your customer service processes, you open a two-way channel with your customers that encourages swift interaction and quick replies.
This results in a back-and-forth communication that’s much more efficient than old-school contact forms and emails. In their place, WhatsApp offers customers prompt answers and quick dispute resolutions.
Plus, as a chat app, there’s a casual feel to WhatsApp. That translates to not needing to structure your sentences as formally as you otherwise would in an email, which can be time-consuming.
The WhatsApp Business API also offers a shared message inbox. This means that anyone on your team can take over a case at any time and have full access to the chat history and customer information immediately, which is very practical for customer service teams that work rotating shifts.
This also offers a visibility that’s useful for problems involving other departments.
An example would be a customer reaching out about a problem with entering a discount code. The underlying issue could be a technical one, which IT could take a look at, or a typo in a promotional campaign, which would concern the marketing team.
4. A Secure Channel for Exchange of Information and Data
One of WhatsApp’s biggest selling points is its end-to-end encryption, which guarantees a secure and safe environment.
Everything sent through WhatsApp can only be read and accessed by chat participants and no other third party—not even WhatsApp themselves.
This means that brands can send over specific and private information and documents without worrying about prying eyes and jeopardizing their customers’ privacy.
As an added plus, WhatsApp supports many different media formats. Basic text aside, images, videos, files in .pdf and .docx (and more), and locations can also be sent.
Given its multimedia nature, there’s so much businesses can do within this secure space WhatsApp has created.
Airlines can issue boarding passes and update flight information, banks can send monthly statements, third-party logistics companies can provide delivery notifications, HR firms can receive CVs, hold video interviews, and even notify job-seekers of their application status.
The list goes on.
5. Personalize Your Strategy With Analytics
With WhatsApp integrations, brands can also benefit from the data provided by WhatsApp analytics to adjust their strategies.
By tracking an entire range of metrics, the data collected helps you better understand how your customers are interacting with you on WhatsApp and offers valuable insights so you know exactly what’s working and what’s lacking.
Armed with this information, you can confidently tweak and finetune your strategy as necessary for better results going forward.
Such benefits extend beyond running targeted marketing campaigns or providing better customer service because the end goal of this, or that of any business, for that matter, is to keep buyers satisfied and happy.
So by sending more personalized and engaging messages, you’re giving them a more positive brand experience, which is one step closer to converting them into a sale—a win-win.
How To Integrate Whatsapp?
With so many benefits to WhatsApp integrations, you must now be itching to get your hands on them.
So how can you actually get it?
To integrate WhatsApp, the very first thing you need is access to the WhatsApp Business API, which can be only be obtained through official WhatsApp Business Service Providers (BSPs).
cloud whatsapp is a verified and WhatsApp-approved BSP and can help you with your WhatsApp integrations.
If you’re keen to find out how it all works, do sign up for a free trial with us today. Alternatively, you can also get in touch with us to learn more.
cloud whatsapp is created by Cloud Telecom, a digital assistant startup that fuses the best machine learning and artificial intelligence technology to develop digital and top-notch customer communication solutions for its clients. cloud telecom is trusted by multinational firms and Fortune 500 companies including Cigna, Birdie, Everbright Sun Hung Kai, AXA, Bupa, and Fidelity.
How Can Healthcare Sector Benefit From WhatsApp Business API?
The healthcare sector is currently experiencing unprecedented growth. The global healthcare market reached a value of $8,452 billion in the year 2018 and is expected to grow to nearly $11,908 billion by the end of the year 2022 at a compound annual growth rate of 8.9%. The increase in population, rising health needs, and the growing penetration of cloud-based services in healthcare are all boosting the global market growth.
The advancement of digital communication plays a vital role in healthcare management. With the increasing demand for quality healthcare services, telehealth solutions are becoming more critical. Today, the healthcare sector is focusing on faster and more reliable communication platforms to deliver unified healthcare solutions while bringing down overhead expenses and providing patients with dedicated support, even in emergency times. The patients of the current era are also more comfortable using digital services for complex issues such as medicine and health care.
Modern healthcare is increasingly being delivered remotely via telehealth services, with several benefits to both providers and patients: It is cost-effective, provides value in managing long-term conditions, and is fast and easy for patients to access.
WhatsApp Business API for the healthcare sector
The idea of using WhatsApp Business API for healthcare has been around only for a few months, as the healthcare sector has been relatively slow to embrace new technologies and incorporate them into their everyday operations. However, there is no other better way of improving this sector and satisfying the clients than to combine the benefits of healthcare services with the reach and power of the world’s most powerful instant messaging app.
According to the Health Management Technology report, healthcare systems lose nearly $150 billion every year due to missed appointments. Therefore, having a system that can automatically call or message patients with a set-interval reminder is critical. With WhatsApp Business API, healthcare organizations can send automated reminders with relatively little effort.
Healthcare professionals can provide quick resolutions to the queries of each patient, regardless of the time of the day and the geographical location of the patient. Medical advice and other essential health reports can be shared with patients at a moment’s notice with WhatsApp.
Easy access to patient health record
Healthcare specialists may not be able to effectively determine a patient’s condition if they do not have access to their medical files. WhatsApp Business allows doctors and caregivers to access all relevant information related to their patients. By integrating WhatsApp Business API with third-party tools, healthcare organizations can store patients’ medical data. This enables doctors to provide the right care to their patients in a timely manner.
There will be times when health specialists from different organizations need to study several similar cases to recognize the pattern or prescribe an apt treatment to patients based on the existing data. In such cases, creating a WhatsApp group can bring together all the healthcare professionals in a single platform and can allow them to share some trials that can aid in recognizing patterns and possible treatment processes.
Enhance Customer Experience through Cloud WhatsApp API
Businesses all around the world are excited about the potential success WhatsApp Business can bring to their business communication. Through Cloud WhatsApp Business API, businesses can now create a new experience for each customer and further enhance customer engagement.
WhatsApp has quickly emerged to become the go-to global application for over 1.5 billion customers. This consumer-preferred platform is now rapidly being adopted by businesses to scale their communication and reach customers with ease.
In today’s omnichannel world of tweets, posts, and chats, customers want to communicate with businesses the same way they interact with their families. Messaging apps are the key to connect with customers. Billions of messages are sent out through WhatsApp every day. By communicating with customers through an app they regularly use, you can ensure that a notification from your business on a customer’s phone screen will definitely be opened and read.
Cloud WhatsApp API can take your business communication to a whole new level. With private and instant messages delivered, on one of the world’s most popular messaging apps, you are always directly connected to your customers.
Retailers upgrade the shopping journey
Through WhatsApp API, retailers can enhance customer experience through each step of a customer’s shopping journey. Businesses can now quickly and easily resolve issues and keep shoppers updated in ways that were not previously possible.
Instant response: Merchandise returns, payment issues, size problems, and other such concerns can be handled instantly through the app. By responding to customer queries right then and there, you incur multiple benefits- the customer you helped is happy, your company representative can focus resources on customers whose problems are not solved via text and there is a shorter queue on your call center line thus, leaving those customers who call you with a better experience as well.
Regular updates: By keeping your customer informed at every step, you eliminate possible concerns or need for them to call you to get information. A customer is looking for the same perfume they bought last month? No problem. You can notify your customers immediately once the product is back in stock. This creates a smooth experience for your customers and helps build the relationship you are looking for.
Educators provide a holistic learning process for students and parents
The education sector has heavily relied on using websites to provide information and traditional phone systems to handle business communication. Today, phones are not enough to support customer queries let alone, creating the ideal customer experience. Messaging apps like WhatsApp provide a fresh solution.
Access for students: One Time Passwords (OTPs) are an additional layer of authentication to the login process. It further secures the education provider’s platform from fraudulent login attempts. WhatsApp Business API also allows businesses to provide alerts and notifications. Institutions can thus, easily keep students informed about holidays, result availability, exam schedules, and more.
Updates for parents: Parents are always concerned about their child’s performance in school. By sending personalised messages to parents about result access, feedback, etc., parents are always kept in the loop. This eliminates the need for them to continuously call the school to stay updated. Online education institutions, can also send information about the number and types of videos their children have been watching along with their progress reports through Cloud WhatsApp API.
Fintech companies regularly update their customers
Regular updates: Fintech companies send regular updates to customers about their account number, policy detail, payment details, payment reminders, payment confirmation, outstanding amount, EMI due, financial schemes, loans, mortgages, account maturity dates, change in regulatory policies, suspicious account activities, current goal rate, and gold loan policies.
Transactional details: Instead of making the customer search for what they want on your app, call you for further details, or browse your website for minute information, you can easily provide customers with all the information they need. Send them a message about account activation, inform them about the status of their application, or update them about their bank balance, all through messaging features available through WhatsApp Business API.
Lending: Send messages with details and updates of profile verification before approval of a loan. Send personalized messages with payment notifications and reminders, and follow-up with payment confirmations. You can further keep customers informed with debt collection laws and account details sent via messages.
Moreover, for on-the-go insurance claims that are companies can send messages with information about required documents, proof submission details, policies under the specific insurance, payment details, and confirmations.