Use WhatsApp API Integration To Enable Customer Interaction

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WhatsApp is one of the most favourite apps used by more than 1.5 billion people across the globe. The app has enabled users to connect and communicate with their family and friends across oceans and seas.

The regular app updates and new features have made it the second most used app in the world. Users can not just send messages to their loved ones but can also make voice and video calls using the app. The calls are free and the only charge is the amount of internet data used. This, of course, is easily handled as most users have internet data packs that last them for almost forever.

Whatsapp

Apart from regular users, many small business enterprises have started using WhatsApp to connect with their customers. By creating groups and broadcasting messages, the app has become an easy communication channel for small scale business.

Taking things forward, the developers have released WhatsApp Business in selected markets for medium and large scale business enterprises to communicate with their customers and reach the new target audience.

Enterprises can download the app for free using a valid phone number. But it would become difficult for them to use the mobile application to communicate with a wide range of audience.

To make things easier and allow enterprises to use the app through a web application, WhatsApp provides API documentation for API integration. Many companies in the market provide the WhatsApp API integration services to the enterprises.

A cloud platform is used to connect WhatsApp with the existing system and database of the enterprises. Enterprises can use the platform to send and receive messages, interact with customers, and expand their market share by building a solid presence in the channel that is already being used by billions of people.

Enterprises need to request early access to use WhatsApp Business. This can be done with the help of companies who provide API integration services and technical support. Using the services provided by the companies, enterprises can use WhatsApp Business to send notifications, promotional messages, and improve their customer service.

Informational Messages

  • Sending notifications is easy using WhatsApp Business.
  • Updates about the orders booked, shipped, delivered, rejected, cancelled, etc. are sent to users periodically.
  • Confirming their reservations, ticket bookings, flight details, etc. can be done using the app.
  • Users can be reminded about the payment due dates, service schedules, and other services through the secure, private WhatsApp chat.
  • The end to end encryption ensures that the data exchanged in the private chatbox is secure at all times. This is an inherent feature of WhatsApp and allows enterprises to share confidential data, such as account information and transaction details.
  • The notifications are pre-approved template messages provided by WhatsApp.
  • The API platform auto-translates the templates to text messages and sends them to the selected phone numbers in the database.
  • Variable parameters such as the name of the users, order and complaint id, etc. can be changed, while the rest of the message has to remain unchanged.

Promotional Messages

  • Enterprises can promote their brand using WhatsApp Business by integrating their marketing tools with the API.
  • Campaigns can be scheduled in advance and the messages can be sent to users on future dates.
  • Categorizing users into groups and sending bulk messages is easy and convenient using WhatsApp Business.
  • Targeting a new audience by cross-promoting the products and services based on their preferences is another way of using the app for promotional purposes.
  • Text messages of unlimited length can be sent to users with details about a product or service.
  • The messages can include images, audio and video files, and documents such as catalogues, brochures, etc. to attract the attention of users.
  • Taking orders and confirming the product bookings in the chatbox will help turn conversations into transactions.

Customer Service Support

  • Customers can initiate a conversation by sending their queries and complaints through the app.
  • WhatsApp API allows the support staff to simultaneously work on multiple customer chats from various computers.
  • This will help decentralize the process of troubleshooting and allow the support staff to resolve the complaints with increased efficiency.
  • Customers can send images and videos to help identify the root cause of their complaint.
  • Help customer discover new products by providing them with relevant information.
  • Include links to the purchase website or allow them to buy the product from within the conversation.
  • Use bots to send automated replies to standard customer queries. FAQs, generic questions, etc. can be handled by the chatbots, allowing the support staff to work other aspects of their job.

The companies provide reliable and secure services and offer 24*7 technical support to keep the platform error-free at all times.

Ratish is the lead news writer at 5 Random Things. His passion for helping people in all aspects of online marketing flows through in the expert articles he contributes to many well respected publications across the web.