10 Compelling Reasons to Use WhatsApp Business API

10 Reasons to Use WhatsApp Business API

Using WhatsApp Business API as part of your messaging strategy can be a game changer for your business. We’ve compiled 11 benefits of using WhatsApp API for your business.

1.  Single Unified Platform

One of the key advantages of the WhatsApp Business API is its ability to integrate with a variety of solutions including customer relationship management (CRM) software, marketing automation tools, and chatbot platforms. 

By integrating these solutions, you can automate different processes, track customer interactions, and gain deeper insights into customer behavior — in a unified manner. This can help you reduce silos, improve efficiency in your business, and customize workflows with ease. 

2. Flexible Automation

WhatsApp is a conversational platform. When customers respond to your messages, they expect fast replies. Automation is essential, and although WhatsApp Business offers several automated responses, with the API you add an extra layer of intelligence to these templates. Besides, you can ensure 24/7 support so that customers receive timely responses even outside of business hours.

Moreover, you can either fully automate a conversation or simply automate those parts of the conversation that are repetitive. For instance, you can program your chatbots to collect customer information, such as name and order details, which can then be used to personalize the conversation. 

With Ozonetel’s CCaaS Platform for WhatsApp, you have the flexibility to choose between bots, bot + chat agents, and bot + chat agents + voice agents. Not only can you flexibly orchestrate your customer journeys on WhatsApp — your agents can continue any conversation via a phone call, letting your customers enjoy a truly omnichannel experience. 

3. Intelligent Fallbacks

Because conversational marketing and customer service via WhatsApp are relatively new fields, you cannot predict exactly how your consumer base will respond or interact with this channel. It is important to ensure human fallbacks when your automated replies fall short.

With WhatsApp Business API, you can enable chatbots to handle initial customer inquiries and then seamlessly transfer the conversation to a human agent if the request is beyond your capabilities.

You need to run an efficient operation to enable these fallbacks at scale. Your WhatsApp Business API must leverage an Automated Chat Distribution to evenly distribute the chats amongst your workforce. You should define intelligent routing rules to ensure that the right department handles the conversation.

By integrating your WhatsApp API with if your agent is unavailable, the API can automatically route the conversation to another agent or channel, such as email or phone, based on predefined rules. 

Additionally, leverage generative AI capabilities to monitor your customer conversations in real-time and provide agents with intelligent suggestions and smart cues to resolve requests quickly and well. 

4. Personalized Conversations

A study conducted by Epsilon found that 80% of consumers are more likely to do business with a company that offers personalized experiences. Additionally, a survey conducted by Accenture found that 91% of consumers are more likely to shop with brands that provide relevant offers and recommendations. Today customers expect brands to know their preferences and provide tailored experiences. 

This is why CRM integration is vital for effective WhatsApp campaigns. Use the WhatsApp Business API to integrate with your CRM systems to create personalized campaigns at strategic touchpoints in your customer journey. 

5. Seamlessly connect to the right agent

Whenever needed, customers can directly message account managers, delivery partners, or field sales. 

Using Ozonetel’s WhatsApp solution, agents and counsellors can use the same masked caller ID for customer calls and WhatsApp messages. Leverage the system to automatically connect customers to the agents without revealing each other’s contact number. In this way, you can create efficient communications while solving the issue of lead leakage.

Moreover, you can create a consultative experience by connecting customers to the same advisor every time they call or message. Many of our clients have used this strategy to create meaningful relationships with their customers, especially within healthcare, education, and financial services 

6. Secure Messaging

WhatsApp Business API provides end-to-end encryption, which means that the messages are secure and protected from unauthorized access, providing customers with peace of mind.

According to a study by Pew Research Center, 28% of adults in the US have experienced some form of data theft, highlighting the importance of secure messaging. By using WhatsApp Business API’s end-to-end encryption, you can protect your customers’ sensitive information, such as personal details or payment information, from being intercepted by cybercriminals. This not only helps to build customer trust but also ensures compliance with data privacy regulations such as GDPR and CCPA. 

7. Single number across channels

By tying up with the right WhatsApp partners, you can leverage investments and activate WhatsApp on any phone number that your business currently uses. 

Today, customers are experiencing “number fatigue” as they struggle to keep up with multiple business numbers. With our OBON (One Business One Number) solution, you can now bring your existing phone number onto the WhatsApp channel, providing customers with a single point of contact. This not only enhances the customer experience but also enables businesses to leverage their existing marketing efforts on that number.

Overall, OBON simplifies the communication process, allowing businesses to streamline their customer service operations and build stronger customer relationships.

8. Faster Time-to-market

The WhatsApp Business API can be a powerful tool for enabling faster time to market for products and services. By leveraging the platform’s features, businesses can quickly and easily engage with customers, promote their offerings, and drive conversions. 

This can help to speed up the sales cycle and reduce the time it takes to bring products and services to market. Additionally, the API’s automation features can help to streamline workflows and reduce manual intervention, further accelerating time to market. 

Overall, by integrating the WhatsApp Business API into their operations, your business can gain a competitive edge by engaging more and responding faster ultimately increasing revenue and growth.

9. Improved Agent Experience

With WhatsApp API, your business can unlock several functionalities to improve agent performance. For example, you can partner with the right BSP to get an omnichannel agent dashboard which allows their agents to manage calls and chats within the same window. The dashboard is easy to navigate, allowing agents to switch between calls and chats effortlessly while keeping track of all ongoing conversations. Its screen pop feature provides agents with real-time customer information, enabling them to provide personalized assistance and improve customer satisfaction. Also, the AI-based smart assist feature offers automated responses to common queries, reducing response times and enhancing overall productivity.

10. AI-powered Conversational Engagement

AI-powered Conversational Engagement is an advanced feature that uses machine learning to enhance customer engagement. You can use this feature to create personalized messages based on customer preferences, purchase history, and behavior patterns, leading to higher conversion rates and improved customer satisfaction. Our conversational AI platform addresses the specific needs of call centers across industries and provides insights into trending user queries, stages and reasons for drop-offs, and query resolution times. The Conversational Engagement feature includes automated responses to common queries and advanced messaging capabilities, such as sending customized notifications and alerts. Additionally, you can use Conversational Engagement to conduct surveys and collect valuable customer feedback.