Dec. 23, 2024
WhatsApp is the most popular communication app in the world! With approximately 2 billion active users and 5.94 million monthly active users in Hong Kong alone, it boasts the highest penetration rate of any messaging platform.
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Many small and medium-sized enterprises (SMEs) effectively address customer inquiries via the free personal version of WhatsApp or WhatsApp Business. However, the free version has its limitations in functionality. Do you often find yourself repeatedly copying and pasting responses to customer inquiries? Do you need additional store staff to manage customer queries efficiently?
WhatsApp Business API is designed to assist businesses in overcoming these challenges by offering a range of communication features tailored to business needs. Unlike the standard WhatsApp Business app, utilizing the API requires integration with third-party applications that connect with official WhatsApp API providers. Popular solutions include VIMOS, an advanced marketing customer service platform.
So, how does WhatsApp Business API differ from WhatsApp Business in terms of features? What distinguishes the various API providers available in the market? In this article, we will explore these aspects and help you unlock the advantages of WhatsApp Business API!
Chatbots are automated software that respond to customer queries without human intervention. They can send personalized promotions, reminders, and various messages, strengthening customer relationships.
Amid growing restrictions in user privacy policies, traditional marketing routes such as Facebook and Google may not be as effective. In this context, WhatsApp emerges as a new and effective marketing channel that facilitates customer engagement while also streamlining business operations. Whether you are an experienced marketer or new to online retailing, implementing a chatbot process is simple! Chatbot procedures can be tailored to your store's specific needs, enhancing your customers' shopping experience.
For instance, an online store can use chatbots to pre-set welcome messages and automatic replies. When customers inquire, even when live support isn't available, the chatbot can provide instant responses, effectively saving on customer service time and costs while boosting customer loyalty to your brand.
In a long-standing business, it's common to encounter repetitive customer inquiries. Online stores frequently receive questions about pricing, promotions, coupon availability, and more. Fortunately, these common queries can be efficiently managed through keyword auto-reply features.
Online stores can prepare a list of frequent consumer questions and draft corresponding responses. Afterward, upload the responses to an API platform, tagging them with keywords like "price" or "color." When a customer's inquiry contains these keywords, an automatic reply will be triggered, ensuring immediate assistance.
Interactive messages, also known as template messages, can feature buttons that answer frequently asked questions or redirect customers to your online store. Merchants must utilize an approved template message to initiate conversations with regular users.
In contrast to keyword auto-replies, customers must enter a specified key phrase to receive a response. When customers send inquiries, merchants can incorporate up to three buttons below the message. These encourage customers to click and retrieve answers to common queries. The buttons in template messages can be categorized into two types: "Quick Reply" and "Call to Action (CTA)" buttons.
If WhatsApp Business only allowed one user to log in, it would pose challenges for eCommerce businesses dealing with large volumes of customer inquiries. Furthermore, online stores would struggle to fulfill collaborative needs among staff. The WhatsApp Business API allows multiple logins for handling customer conversations collectively. This streamlines the conversation workflow by enabling the assignment or transfer of discussions to the appropriate team member.
This setup allows replacement staff to efficiently track the progress of ongoing customer dialogues and understand the conversation context. The customer data includes a "Notes" section, where follow-up staff can jot down vital information specific to the consumer.
Businesses can use the tagging feature of WhatsApp Business API to categorize and segment their expansive customer base. Employees can classify customers based on purchasing preferences, intentions, demographics, and other factors, leveraging these insights during remarketing initiatives.
After tagging, merchants can create distinct customer groups based on these labels, enabling the delivery of personalized messages tailored to each segment.
Customer classification not only helps your team comprehend diverse customer needs but also empowers them to send tailored broadcast messages to specific segments. Companies can dispatch personalized broadcast messages reflecting consumers' purchasing behaviors or preferences while promoting offers and initiatives effectively.
Further reading: Tips to Increase Customer Engagement via Broadcast
API Providers can help you fully harness the benefits of WhatsApp Business API for your brand.
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