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The constant high competition in the retail industry with the evolving digital landscape warrants businesses to come up with unique and more effective ways to reach out to their audience.
WhatsApp Business API helps companies use the fastest-growing messaging platform, WhatsApp, with over 2 billion active users worldwide, to communicate with their potential customers.
Yet many businesses are reluctant, unaware, or convinced enough to utilise this communication channel to connect with their customers.
In this article, we explore the top reasons in detail why businesses must integrate WhatsApp Business API into their strategy.
8 Reasons To Use WhatsApp Business API
Offer Personalised Conversations
Personalisation is no longer a luxury. It has become an indisputable necessity of any marketing strategy.
According to McKinsey, 71% of customers say that they’re more likely to buy from brands that personalise.
Today, the customer expects no less than a personalised user experience from brands and tends to show more loyalty towards them.
WhatsApp Business API allows you to integrate the business messaging platform to tailor customer experience through tailored offers and recommendations.
Improve Customer Satisfaction
WhatsApp Business API dramatically enhances customer satisfaction by allowing businesses to provide instant support. The API enables businesses to configure automated responses for common questions, enabling customers to get immediate answers to their queries.
Also, WhatsApp is a real-time messaging platform where customers can expect a quicker response than conventional channels like email.
The overall experience is enriched further with features like interactive elements such as quick reply buttons or templates for FAQs, which guide customers towards getting immediate solutions.
Regular updates on order status or shipment notifications can also be communicated via WhatsApp, reducing customer uncertainty and enhancing overall service satisfaction.
Communication speed plays a significant role in maintaining customer satisfaction, given that over 80% of users open their messages within the first five minutes of being sent.
Read More: Enhance Customer Engagement With WhatsApp CRM Integration
Provide Impressive Open Rate And Readability
The power of messaging platforms lies in their high open rates, significantly outperforming many conventional marketing or communication strategies.
WhatsApp messages have an impressive open rate of up to 98%. This means that messages sent through the WhatsApp Business API are not only likely to be read but also acted upon.
The simple interface and ease of reading contribute to this excellent performance. WhatsApp users regularly check their messaging applications multiple times throughout the day. This makes it more likely for them to engage with communications received via WhatsApp.
WhatsApp for Business can significantly improve your communication strategy, ensuring that the messages reach customers, capture their attention and boost engagement.
Must Read: Everything You Need To Know About WhatsApp Flows
Allow Customer Preferred Two-Way Conversations
The WhatsApp API features a two-way conversational model that aligns with modern consumer expectations for brand interaction.
This two-way communication allows customers to receive information and provide feedback or ask questions directly within the app.
Such interactions create a more engaging experience than traditional one-sided communication channels.
Also, businesses can implement quick replies and interactive buttons within their messages, enabling customers to respond effortlessly or navigate options without hassle.
This streamlined interaction encourages ongoing dialogue between brands and consumers, fostering stronger relationships over time.
Facilitate a Single Unified Platform
Managing customer interactions across multiple channels can lead to fragmented communication, negatively impacting both customer experience and operational efficiency.
The WhatsApp Business API provides a single unified platform where all customer interactions can be directed, enabling businesses to manage their communications from one central dashboard.
This integration helps eliminate the hassle of switching between different channels while ensuring all conversations and customer data are available in one place.
Automated chatbots can assist with common inquiries across all platforms through the API, while customer service representatives can manage more complex issues directly via WhatsApp, streamlining processes for improved efficiency.
Also, the WhatsApp Business API allows businesses to utilise these top features:
CTWA (Click-to-WhatsApp Ads)
Route Mobile enables businesses to create Click-to-WhatsApp ads on platforms like Facebook and Instagram, allowing customers to directly initiate a chat with the business by clicking on the ad, boosting engagement and customer interaction.
Templates
You get customisable WhatsApp message templates for pre-approved messages, such as order confirmations or service alerts, ensuring businesses can send timely, compliant messages to customers with ease.
Interactive Carousels
Businesses can send interactive carousel messages on WhatsApp, allowing users to scroll through multiple images or options in a single message, making it perfect for showcasing products, services, or promotions.
CRM Integration
It can integrate WhatsApp with existing CRM systems, allowing businesses to manage and track customer interactions directly through their CRM, streamlining workflows, and boosting customer support.
Must Read: Revolutionising Business Communication In India: WhatsApp’s Updated Authentication Rates
Aid In Reducing Customer Support Cost
Implementing the WhatsApp Business API can result in significant cost savings for customer support operations.
Businesses can reduce the volume of inquiries requiring human intervention by automating responses to frequently asked questions and utilising chatbots for simple queries.
Moreover, the ability to scale customer interactions efficiently dramatically lowers operational costs.
After implementation, many companies have witnessed a dramatic decrease in overall customer support-related expenditures. And this allows resources to be better reallocated within the business.
Ensure Intelligent Human Fallbacks
Even the most sophisticated automation systems eventually require human intervention. After all, conversational marketing and customer service using WhatsApp is too new to predict accurately how customers might react or respond to this channel.
That’s why WhatsApp Business API features a chatbot allowing intelligent human fallbacks. This means that if a customer’s inquiry becomes complex, requires a nuanced approach, or simply exceeds chatbot capability, a human agent can seamlessly enter the conversation.
This capability ensures that while businesses leverage the efficiencies of automation, they do not sacrifice the quality of human interactions. Businesses can handle more concurrent interactions without diminishing service quality by using AI chatbots to manage simple queries.
The handover process to a human representative is also designed to be seamless, maintaining continuity and context within the conversation.
With further use of automated chat distribution, you can evenly distribute the incoming queries amongst the available workforce. Intelligent routing will ensure the right department and expertise handle the relevant queries.
Also Read: Working Knowledge Of WhatsApp APIs: On-Premise & Cloud
Helps Boosting Sales Cycle
The WhatsApp Business API is not just for communication and engagement. It can dramatically boost the sales cycles for your business.
The immediacy and interactivity of WhatsApp allow businesses to guide customers through the sales funnel more effectively, answering questions and getting solutions in real time.
It accelerates the sales cycle by directly engaging with customers in real time, offering them quick access to the information they need with personalisation.
Must Read: How Can Businesses Leverage Marketing, Utility, And Authentication WhatsApp Templates?
Conclusion
Integrating WhatsApp Business API is no longer just an innovative approach but a necessary strategy in the modern digital era.
It represents a fundamental shift toward more efficient, customer-centric communication. With its unparalleled reach, improved customer satisfaction, high engagement rates, and the ability to create meaningful interactions, WhatsApp offers significant advantages.
By offering personalised conversations, facilitating cost-effective customer support, and ensuring seamless human interaction, the WhatsApp Business API allows businesses to build trust, boost engagement and drive sales.
However, you need a business service provider to collaborate with to leverage WhatsApp Business API to its full potential. We at Route Mobile, a reputed cloud communication platform service, offer a feature-rich suite of advanced WhatsApp API integration and management tools. Contact our experts today to know more!
FAQs
Is Whatsapp Business API Suitable For Small Businesses?
Yes, small businesses can utilise WhatsApp Business API I to improve customer experience and engagement and efficiently manage customer support.
Can Whatsapp Business API Be Integrated With Existing CRM Systems?
Yes, many CRM systems allow for seamless integration with the WhatsApp Business API to manage customer interactions effectively.
What Type Of Messages Can Be Sent Using Whatsapp Business API?
The WhatsApp Business API can send promotional messages, order updates, customer support replies, and personalised offers.
