WhatsApp Business Integration or WhatsApp Business API is an upgraded version of WhatsApp Business that allows business to integrate their third-party applications and software with WhatsApp.
The primary purpose was to eliminate the hassle of time-taking approval and to allow developers to work on top of WhatsApp for faster actions and solutions.
While WhatsApp Business is suitable for small-scale businesses that cater to a limited clientele, WhatsApp Business API brings a ton of features to enhance the experience of medium to large-scale ones.
Top Features That Make Whatsapp Business Integration Useful For Business:
1. Business Profile
A business profile helps in personifying a business. It includes basic information like- business name, contact number, address, business description, category, and website/links (if any).
It increases brand loyalty and gives an identity to one of the contacts saved on customers’ phones. It also helps to assess if the business offers the services they require.
2. Quick Replies
This feature allows businesses to create replies to the most common and Frequently Asked Questions (FAQs) to save time repeatedly typing the same thing.
The predesigned responses can include the first text you send when a customer contacts you like, “Welcome to XYZ, how may we help?” and replies to common queries.
It is designed with the help of Keyboard shortcuts to provide an instant and relevant reply to the customers.
Labels are like the Sorting Hat of WhatsApp Business. It helps in sorting and categorizing different customers for better accessibility and clarity of data.
Like new customers can be labeled in yellow and repeat customers in blue to easily send relevant messages to the desired group, respectively.
This feature allows businesses to exhibit the collection of their products with descriptions, prices, and links to place orders.
So, they can see what the brand offers without switching to the official website. It saves the hassle of ‘to and fro’ if they have inquiries about a particular product and provides a way to do it on WhatsApp easily.
5. Greeting Texts
If a greeting message has already been set, the same can be used, or a new message can be written and activated in the ‘business settings’ option under ‘settings.’ It automatically sends the welcome text to customers when they reach out to a business.
6. Away Texts-
Just like a greeting message helps welcome customers, away texts tell the customers that the business is not operational if the customer contacts the business outside working hours.
This message can include the working hours of the business so the customer can get help at the right time.
7. Interactive Messages-
These are the kind of messages that allow a customer to interact with businesses in a better and more comprehensive way.
It makes the customer experience better and also assists the bot in taking accurate actions in customer interaction.
These interactive messages can be classified into four categories:
Call-to-action (CTA) option allows businesses to redirect customers to the desired website at the click of a button.
It enhances the customer experience by reducing customer effort in the interaction. The CTA can be anything the business finds useful, like- scheduling an appointment, making a call, etc.
b) List Messages
As the name indicates, list messages provide a list of options to the customer in reply to a particular request or query.
So, the customer can choose the most relevant option instead of manually typing the whole text themselves. Currently, WhatsApp supports a maximum of 10 options in a list message.
c) Reply Buttons
The reply button allows businesses to provide up to three responses; customers can choose one. The options are one of the links in a series of actions that take place after the customer makes their choice.
One example of such a feature is- when a customer gets an order confirmation text on WhatsApp, there are two buttons: “track order” and “cancel order,” that allow the customer to decide what to do next.
Here is a detailed guide on creating interactive messages using WhatsApp Business API.
8. Message Statistics
Essential statistical data regarding messages sent, delivered, and opened can be accessed in ‘settings’ under ‘business settings.’ It allows using that information to identify issues and take corrective measures.
9. Facebook Integration
Facebook family integration refers to integration between two or more apps belonging to the Facebook family. One such beneficial integration for business is with Facebook Shops. It helps in creating a personalized customer experience.
10. WhatsApp Payments
The payment feature in WhatsApp is not just crucial to make business operations easier, it also helps in enhancing customer experience.
The Payment feature has been authorized in India by the National Payment Corporation of India (NPCI). It operates by using the Unified Payment Interface (UPI). Any person with a bank account and a debit card can access this feature securely.
Some Advantages Of Whatsapp Business Integration Are:
1. Increase Customer Engagements
Automated and interactive messages help in increasing customer engagement and enhancing the whole experience.
2. Enhanced Customer Support
Chatbots and live messages help businesses to provide 24×7 customer support at the convenience of customers.
3. Ensures Data Security
The end-to-end encryption in WhatsApp conversations helps ensure data security.
4. Third-party integrations
WhatsApp Business Integration helps connect third-party applications and software to enhance the customer experience.
5. Personalize Experience
Every customer enjoys recognition and appreciation. WhatsApp Business Integration helps create that.
6. Enhance Campaigning
Enhance marketing campaigns with the help of message statistics provided by WhatsApp.
WhatsApp Business Integration is beneficial for medium to large-scale businesses. The optimal usage can be achieved using the best and most relevant third-party applications and software. To know about the benefits of using WhatsApp Business with Ameyo, read here.