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What are the Features and Benefits of WhatsApp Business Messaging App

Would you like to learn more about WhatsApp Business and what it has to offer as a customer support tool? We have brought together what you need to know about WhatsApp Business in this article.

What is WhatsApp Business (WhatsApp Business Account)?

WhatsApp is the most popular global messaging channel. With 2 billion active daily users sending approximately 65 billion messages every day, it should not be surprising that Facebook has developed its platforms to support business needs.

WhatsApp Business is an OTT chat app that brings the functionality and convenience of personal messaging to customer communications. Today, more than 5 million business users utilise this popular messaging platform.

OTT messaging apps are third-party alternatives to messaging services traditionally provided by mobile network operators. WhatsApp enables fast and cost-effective exchange of messages over the internet via mobile phones, laptops, desktops, tablets and even smartwatches that communicate with each other.

When used in combination with other mobile channels, WhatsApp Business becomes an indispensable element of a successful omnichannel marketing strategy.

What is the Difference Between WhatsApp Business and SMS?

OTT messaging applications such as WhatsApp can be said to be ahead of the SMS channel thanks to their cost, speed and ability to chat with people around the world. Although WhatsApp Business and SMS work in a similar way, they have a few key differences:

Consumers can only send and receive SMS messages between mobile phones. WhatsApp messages, however, can be accessed from any device with an internet connection, including desktops, laptops, tablets and phones.

With WhatsApp Business you can chat with anyone in the world almost for free, while mobile operators usually charge a monthly fee for messaging services, with additional charges for international SMS messages. Because WhatsApp messages are delivered as part of an OTT messaging platform, they are ideal for businesses that want to communicate with customers outside their region, bypassing SMS roaming charges or varying operator costs.

While SMS messages can be sent to any mobile phone regardless of operator, WhatsApp messages are restricted to device owners with a WhatsApp account. Ultimately, sending WhatsApp messages is useful if customers are active on this channel or as a "fallback" messaging option (customers receive these messages if the SMS is not delivered).

WhatsApp Business Benefits

Convenient Two-way Communication

WhatsApp Business offers companies two-way messaging to their customers via an app that they probably already use in their daily chats. At the same time, the app offers businesses a convenient and direct gateway for various customer communications and campaigns.

Improved Customer Service

Gone are the days of customer service that fails to deliver the expected service, long waiting times, never-ending routing by agents, and backlogs of support emails. WhatsApp Business gives companies a personalised environment to chat with customers in real time. It increases loyalty and trust by providing the information and support your customers are looking for.

Brand Approved Conversations

By creating a "Business Profile", every business creates a unique environment of trust by adding elements that reflect their brand to WhatsApp conversations. You can add contact numbers, website address, store locations, promotional details and more to this profile. This way, users contacting your business can be confident that they're dealing with the right interlocutor with a verified account. WhatsApp Business also allows you to attach multimedia to messages, including images, videos, and documents, making communication more efficient.

Global Access

WhatsApp is the most popular messaging app with a global customer base of more than 2 billion in over 100 countries, making it the perfect channel for businesses to reach audiences they couldn't reach before.

Automatically Start More Conversations

Once users have given permission to receive messages from your business on WhatsApp, you can create template messages that encourage them to take the next step and inform them to start a dialogue.

WhatsApp enforces strict policies for content quality and response times, preventing users from receiving spam or messages that are irrelevant to them. WhatsApp also allows users to respond to messages sent to businesses within 24 hours with the session message option.

Additional Security with Customer Consent

Managing various regulations and compliance laws can become a major challenge for businesses.

WhatsApp uses security features like end-to-end encryption and two-factor authentication to keep both consumers and businesses safe. WhatsApp Business also verifies your business account during registration, allowing customers to learn your verified identity when they authorise to receive content.

WhatsApp Business Features

Use Template Messages

WhatsApp's template messages are pre-formatted and approved by WhatsApp, such as appointment reminders, delivery updates and confirmations.

Save Time with Quick Replies

No need to reinvent the world every time. Quick replies allow customers to quickly select and forward predefined messages without having to type every message to the end.

Automate Messages

Never miss a message again! Automated messages allow you to respond to customers 24/7, so they never feel neglected or unappreciated. A welcome greeting to new customers' messages helps your brand promote goodwill while providing introductory information about your company.

Messages that save more time include

Inform customers about waiting times
Support by forwarding links to FAQ resources
Ask users to schedule a time to chat
Peace of mind thanks to integrated security

WhatsApp prides itself on being "secure by default". Unlike other messaging apps, the app encrypts messages and calls end-to-end. Each message has a unique lock and key, so only the senders and recipients can read the content, and that includes WhatsApp.

Desktop and Web Convenience

Respond to customers via smartphone, mobile or desktop browser. Having accessibility that spans device types and locations is a powerful way to always have your finger on the pulse of your customer communications.

Create a Branded Business Profile

Providing information such as your business address, contact details and website address keeps customers informed, helping them find you instantly in an online environment.

Organise Your Conversations

Mobile messaging is a fast-moving platform. Make sure customer messages are never overlooked by labelling your conversations. Add colours or tags to identify departments, sort by conversation types, and handle messages quickly.

Get Delivery Statistics

Track whether your messages have been delivered or read. This will give you valuable feedback on your delivery and messaging efforts.

Create a Catalogue

Promote up to 500 products or services with a catalogue displayed on your business profile. Catalogue links can be shared on social media to help customers discover your business as well as contact you directly for sales and support questions.

How to Use WhatsApp Business?

Here are a few of the features and use cases of WhatsApp Business that some of the world's leading businesses rely on to deliver world-class omnichannel experiences:

Send Alerts and Notifications: Use WhatsApp Business to notify or alert your customers of time-sensitive information such as travel plan changes, system outages, or shipping alerts.

In-App Booking and Scheduling: Create your own WhatsApp chatbot to enable customers to easily book appointments with your business.

Send Appointment Reminders: Help your customers remember their appointments and avoid potential disappointment with rescheduling.

Streamline Customer Service: Customer representatives can communicate with customers in real time to answer questions and resolve support tickets.

Simplify User Authentication: WhatsApp allows you to send multi-factor authentication messages such as one-time passwords with enhanced security and encryption.

Send Customer Surveys: Get valuable feedback that improves your customer service and product development efforts.