There is no denying that it’s been a wobbly year for businesses around the world. Since the COVID-19 pandemic escalated out of control, so many stores have closed the doors. Another important observation is that the companies have changed their mode of operation as the situation demanded. And so is their business communication.
With some countries looking to revive their economy once more, the spotlight is being shed on various smart solutions to make the process easier. Similarly after A2P SMS, voice and chatbots the WhatsApp Business API has become the most popular communication channel with a huge amount of users.
During these unexpected times, communication is more important for businesses than ever before. This is where a solution like WhatsApp Business API comes in useful. It optimizes communication significantly. Unlike the WhatsApp Business app, where verified businesses share information about products and services, WhatsApp Business API targets medium and large enterprises for bigger-scale communication with customers.
However, one question remains – how exactly can I use WhatsApp Business API to improve the customer experience for my business?
We’d like to share 5 potential use cases for the WhatsApp Business API to inspire you. Using these examples, we’ll show you how you can both delight your customers and stand out from your competitors.
Before we begin, here’s a quick refresher on the key features of the WhatsApp Business API:
1. More than 2 billion engaged users
2. Business Profile displaying company name, website, description, and more
3. Messaging tools including Quick Replies and Greeting Messages
4. Message reporting and analytics
1. Two-Way Customer Conversations
One of the most significant game-changing features for WhatsApp Business API is the support of two-way conversations with customers. This means that now customers can initiate WhatsApp conversations with businesses seeking support, queries, or feedback.
Additionally, with the automatic reply features, businesses can significantly reduce the time spent on customer support.
2. Delivery Tracking for Customers
WhatsApp has this amazing feature to share live location using GPS. You can now implement live location sharing for your customers to locate their deliveries with WhatsApp Business API.
This will be particularly useful for e-commerce and food delivery businesses. As users will be able to see the location of the delivery person and chat with him without switching between apps.
3. Personalized Recommendations
Here’s one use case currently being tested by GoDaddy – personalized recommendations and updates. With an announcement banner above their home page, GoDaddy asks its users if they wish to receive recommendations for new features and offers on WhatsApp. Those who opt-in will receive personalized updates and recommendations from GoDaddy’s Verified Business Profile on WhatsApp.
There’s limitless potential for this! With tailored recommendations, GoDaddy can continue to keep its users engaged and coming back for more. Users can engage in two-way conversations to ask for specific recommendations or customer support via WhatsApp.
4. Rich Real-Time Notifications
Using WhatsApp Business API, you will be able to attach rich content such as images and documents directly into your messages. This can help reduce friction in your customer journey as all attachments are on a single platform.
For example, an airline can now send a boarding pass directly to the customer’s WhatsApp for easy retrieval. Real-time updates on flight delays or changes can also be easily pushed.
Additionally, your links can display a preview of the destination. Adding link previews also adds to the trustworthiness of your links, and improves their clickability.
5. Instant Customer Feedback
After rendering your services, ask customers to rate you immediately via the same text conversation. This will ensure a high response rate and real-time updates as well. Customers are much more likely to respond to feedback surveys or messages if they are convenient for them.
The WhatsApp Business API helps you reach your customers through their most used messaging app, and gather instant feedback through their replies. Leverage the data you receive to better understand your customers through more reliable reporting based on a larger pool of responses.
Contact firstname.lastname@example.org or give a call +91 9019 120 120 to know more about how to implement WhatsApp Business API.