The WhatsApp Business API is designed for enterprise, commercial, and larger SMB support teams that need to manage a higher volume of customer requests. The app, however, is limited to only one device and cannot be shared with your coworker’s team. It supports voice calling, and while automated replies, greetings, and away messages are enabled, customization is limited. That means customers don’t have to repeat themselves and agents can use conversation history to personalize the interactions.ĭespite certain limitations, WhatsApp for Business is free and beneficial for small business needs. It lets customers respond to conversations in real-time or at their own convenience without losing conversation history. Similar to other social messaging channels, WhatsApp Business has advantages over session-based live chat. The WhatsApp Business app is a tool built for small business owners looking to engage with customers and handle a manageable volume of requests.In many regions, including much of Europe, the Middle East, Latin America, the Indian subcontinent, and several communities in North America, WhatsApp is the de facto mode of communication. WhatsApp is both the most popular chat app used by billions of consumers and the leading messaging app for businesses. Unlike standard text messaging, the chats go over the internet-meaning no phone network or SMS fees are required. WhatsApp is a free messenger service made for personal one-to-one or group communication.What is the difference between WhatsApp, WhatsApp Business, and WhatsApp Business API? The API is designed for support teams that are scaling and have outgrown the WhatsApp Business inbox, which we’ll discuss later in this guide. WhatsApp Business API is for enterprise, commercial, and larger SMB teams managing more customer requests. Accordingly, they can use the WhatsApp for Business app on a single device-perfect for a hustling entrepreneur who is just starting to build their business. WhatsApp Business App is geared toward small business owners who experience a nominal amount of support requests-enough to keep the owner busy but not enough to hire a customer service team. In addition, 31 percent of the app’s users fall into the 18-34 age bracket-suggesting these types of messaging channels will continue to rise as preferred methods of communication as technology evolves. Here’s an eye-opening fact: According to the Zendesk 2022 Customer Experience Trends report, the number of support tickets on WhatsApp rose by a whopping 370 percent from 2020 to 2021. Both the app and API are often referred to as WhatsApp Business. WhatsApp offers a business app and/or an Application Programming Interface (API) to companies looking to communicate with customers on the WhatsApp platform.
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