Automate Customer Interactions with WhatsApp Business API: Benefits, and Use Cases
Owing to a billion-strong global user base, WhatsApp is a leading platform for personal communication, and enterprises are increasingly using it to connect with their customers.
Numbers say it all!
More than 175 million users contact a business through WhatsApp daily and about 40 million users leverage this platform to view products.
That explains why 68% of users find WhatsApp the easiest way to connect with a business and why Whatsapp business API is indispensable to contemporary businesses.
In a fast-paced world where every second counts, businesses are increasingly looking for reliable, efficient, and scalable ways to connect with their customers in a jiffy. WhatsApp automation has transformed the way people used to connect with businesses. Let’s find out the benefits of WhatsApp for business communication, a few use cases, and how you can use it to streamline your communication processes and customer satisfaction.
What is WhatsApp Business Automation through API?
WhatsApp automation uses state-of-the-art tools or software to streamline communication on the WhatsApp platform. It automates mundane tasks such as sending texts and responding to users’ queries.
In other words, WhatsApp business API serves as a digital bridge that connects enterprises to their customers using WhatsApp. This backend mechanism enables businesses to create automated and seamless message exchanges. While the WhatsApp Business app is perfectly suited for small-sized businesses, the WhatsApp API for business is apt for medium to large-sized businesses.
Unlike the former, the latter boasts a specialized interface that makes automation and message integration into your existing CRM or communication platforms a breeze.
How Do People Use WhatsApp Every Day?
- Global WhatsApp Android users spent around 16 hours and 32 minutes per month on the app between the period of 1st of March, 2024 and 31st May 2024.
- 64% of WhatsApp users say that WhatsApp business messaging strengthens a connection to enterprises.
- As of the 3rd quarter of the year 2024, WhatsApp Business had over 966.5 million monthly active users and around 576 million daily active users.
Advantages of WhatsApp Business API – A Quick Overview
1. Send automated responses & notifications
The ability to send automated responses and notifications is one of the distinct features of WhatsApp business API. It could include a whole array of messages including order confirmations, payment reminders, payment receipts, and appointment reminders to name a few.
2. Personalized marketing to boost engagement
WhatsApp automation allows businesses to send personalized messages for enhanced engagement. Compared to traditional communication channels such as email, WhatsApp achieves significantly higher open rates. As a business, you can tailor your content based on your segmented audience to send product updates, promotional offers, or customer-specific notifications.
3. Improved customer support
Providing real-time customer support no longer remains a herculean task with WhatsApp. Whether it is requesting information or filing complaints, advanced features such as auto-replies and chatbots allow enterprises to provide quick and reliable responses without keeping the customers waiting. WhatsApp API for business allows customers to ask questions and get their queries resolved instantly.
4. Keep your business active 24×7
With pre-set responses in place, WhatsApp business messaging can keep your business active 24/7 — not just on weekdays, but on weekends and holidays too. And why not? According to 49% of companies marketing automation saves time spent on repetitive tasks and helps provide personalized communications.
5. Secure and encrypted communication
WhatsApp Business API facilitates end-to-end encrypted secure communication safeguarding valuable and sensitive customer data. What’s more? Businesses can easily comply with industry regulations as verified business accounts boost credibility and trust and curb the risk of fraud and spam.
Top 5 Use Cases of WhatsApp Business Automation at a Glance
Let’s quickly glance through the top 5 use cases of WhatsApp messaging.
Customer support
Businesses harness chatbots to answer FAQs (frequently asked questions) besides providing troubleshooting help. If needed you can direct customers to relevant departments as well.
Order management
With WhatsApp Business API in place, you can automate notifications for order confirmations and shipping updates. No more keeping your customers waiting about the delivery status which helps you achieve higher engagement and customer satisfaction.
Appointment scheduling & live delivery updates
Allow customers to book appointments directly through WhatsApp with ease and automate sending reminders and confirmations. You can also connect your eCommerce systems to automate live order updates.
Targeted promotional offers & campaigns
Experience next-level marketing by sending targeted promotional messages and special discount offers to specific customer segments.
Payment reminders
You can automate payment and subscription reminders, share payment links, and timely event updates.
How to Automate Messaging with WhatsApp Business API?
Achieving automation using WhatsApp Business API can be done manually or you can even hire a service provider to do it for you. Here’s your step-by-step guide.
Step # 1- Obtain an API account
You can apply for access to WhatsApp Business API through Meta or a Business Solution Provider (BSP).
Step # 2- Choose a BSP
Select a Business Solution Provider to distribute the WhatsApp API and offer support. By using WhatsApp APIs offered by BSPs, businesses can build customized solutions.
Step #3- Create a Business Profile
Fill in necessary details such as website, address, and operating hours to create a business profile. Make sure you use your logo and a nice cover photo to make it stand out.
Step #4- API Setup
Next up – download and set up your WhatsApp API for business on your server. Follow the instructions provided by your service provider which may include linking your account to a cloud hosting or server.
Step #5- System Integration
Integrate the WhatsApp Business API with your e-commerce platform, CRMs as well as other business tools for streamlined communication.
Step #6- Automate Messages
Make the most of the message templates and automated messages to send notifications and updates. You can also send messages with pre-designed CTAs (Calls-to-Action) and quick reply buttons.
The Bottom Line
WhatsApp business automation can open newer avenues for businesses looking to scale their communication processes. WhatsApp Business API is inarguably one of the best ways to connect with your customers and provide prompt solutions to their concerns and queries. By offering personalized experiences, sending messages in bulk, and using Chatbots you can boost customer satisfaction and save ample time and resources. Choosing the right WhatsApp Business API service provider such as Devotel plays a key role in ensuring reduced customer follow-ups and increased satisfaction.
