whatsapp for business · numerous use cases. some of the case studies are given below: whatsapp for...
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WhatsApp for Business Everything You Need to Know
What is WhatsApp Business
Unless you’ve been off the grid, you
would have surely noticed how
WhatsApp for Business has become
the talk of the town. In fact, it is one of
the most trending and highly effective
communication platforms, being
rapidly adopted by businesses.
So, what is making WhatsApp for
Business such a hit? What are its
business benefits? What is
technology? How can it represent a
business? There must be so many
questions in your head!
A large number of individuals and
organizations out there are utilizing
their own personal WhatsApp
accounts for their business activities.
They're using WhatsApp for customer
support and service, lead generation
and relationship management. But
many of the accounts are personal,
talking about business.
It only made sense that the
conversations shifted from personal
accounts of representatives and
employees and shifted to a more
formal profile that represented
business as a whole. Capitalizing the
power of a medium that is massively
adopted by the global population, for
the benefit of businesses is a cinch of
an idea.
WhatsApp for Business API was
introduced in 2018. It targeted small
and medium-sized business to aid
their communication. It was mainly to
reach out to clients and prospects on a
medium which is widely popular. It is
just like being out there on Facebook
and LinkedIn so that you become
reachable and accessible to your
customers.
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WhatsApp for Business Account or
WABA solves for a business what is
the very fundamental to nurture
customer relationships: Being always
available to your customers,
increasing brand reach and visibility,
building trust and loyalty and ultimately
not missing out an opportunity by
being available on a widely used
channel.
It is not a surprise that WhatsApp for
Business has not only interested
SMEs but big companies as well, who
wish to expand their presence and
make sure to penetrate in their user
journey by accessing each touchpoint
possible. WhatsApp, which has the
adoption of about 1/5th of the global
population, is clearly too big a medium
to omit, businesses have come to
realize.
WhatsApp for Business has the
following components for your
business representation:
o Verified Business Profile
o Company Address
o Company Email
o Company Description
o Website Link
o Business Timings
One also has the facility to view and
measure open and read rates of
messages helping in analytics and
making it easier to respond to
customers.
What can you do with WhatsApp
Business Account?
o Upload contact directory and
segregate users
o Send broadcast messages
o Setup business replies for various
business situations using
WhatsApp Business API
o Configure automated messages for
user engagement with your brand
on WhatsApp like greetings, away
messages or quick replies
o Add labels to messages on
WhatsApp Business App
o Send notifications and updates
o Setup reminders and appointments
o Create business profile reflecting
all business details and description
for brand representation
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Why WhatsApp Business API? o WhatsApp is the most used
messaging app in the world, which
has now opened for businesses.
Over 1.5 billion users across 180+
countries and 60 billion texts are
exchanged daily on the platform.
o It enables you to converse with
your customers instantly, engaging
them 24X7. There is no waiting
time for your customers. One can
communicate with them instantly,
synchronously and
asynchronously, transforming
engagement.
o It is a secure communication
channel with end to end
encryption, so the transactions
become secure and the channel
becomes trustworthy.
o Over 56% customers prefer texting
customer services than wait for
long durations over phone calls
o A Dimensions Data study reveals
that nine out of ten consumers
would prefer using messaging to
communicate with businesses
o Being a part of exclusive
WhatsApp verified business
community gives a business an
edge over others for being
accessible by the users at any
instant in any part of the world
There are numerous business use cases & customizations available, however
most popular features include:
• Notifications: Send important transactional notifications, updates, provide
real-time information and status tracking
• Inquiries: Respond to FAQs and Inquiries on products and services from
customers and prospects
• Support + Feedback: Support your customers through WhatsApp on
products & services by resolving grievances, answering queries and taking
feedback
• Engagement + Lead: Engage customers on the app & capture leads through
conversing with customers and finding their interest
• Reminders and Appointments: Enable bookings for appointments and push
reminders and critical alerts to customers
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Case Study of WhatsApp for Business API
WhatsApp for Business API can be used by various industries and for numerous use cases. Some of the case studies are given below: WhatsApp for Business : Chatbot with Live Agent Chat
A use case of user journey in the mutual funds vertical of BFSI sector. See how
WhatsApp can be combined with a live chat agent and take your business
engagement and processes a notch higher.
WhatsApp for Business : Shriram Transport
Another example is of a small finance industry use case – Shriram Transport.
They give loans to farmers and truck owners to buy new trucks. The unique thing
about this use case is how WhatsApp becomes a tool in empowering not only the
business but the end user to simplify an occupational transaction.
Shriram Transport
Part of the Shriram conglomerate, the
company was incorporated in 1979.
Also called STFC decided to finance
the much neglected small truck owner.
Shriram understood the power of
‘Aspiration’ much before marketing
based on aspiration became
fashionable. Shriram started lending to
the small truck owner to buy new
trucks.
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ValueFirst Digital Media found a
mismatch between the aspiration and
ability. The truck operator was honest
but the equity at their command was
not sufficient to support the credit
levels required to buy a new truck.
Notification – Brand2User Comms
• Internal Communication (30K
employees)
• EMI reminder in regional language
• Motor Policy for Vehicle Number
XYZ has been issued
• Rich Media Notifications (Images,
Documents etc.)
• Motor Insurance Policy shared as
a PDF file
Industry Use Cases E-Commerce and Retail
o Customer inquiries: return / refund
requests, order updates / changes,
product availability requests,
payment / billing, product service
inquiries
o Customer resolution: immediately
resolve order changes or shipping
delays
o Purchase confirmation: purchase
receipts, order receipts
o Purchase updates: delivery
notifications, delivery tracking
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Travel and Hospitality
o Customer inquiries: seat selection,
cabin upgrades, payment / billing,
itinerary changes, reward points,
product service inquiries, re-share
tickets
o Customer resolution: ticket
changes or cancellations
o Travel updates: flight cancellation,
delays / flight rescheduling, gate
changes, check-in notifications,
passport requirements / known
traveller number requests
o Purchase confirmation: boarding
passes, hotel bookings, hotel
information / directions
Financial Service and insurance
o Customer inquiries: account
statements, loan balances, credit
limits, lost and stolen credit cards
o Customer resolution: account
related issues between account
manager and customer
o Updates: irregular or suspicious
credit card transactions, fees
charged, reaching credit limit, two
factor authentication
o Account updates: bank
transactions, appointment
reminders, policy application
approved, policy changes updated
Telco
o Customer questions: account
balance, upgrade or downgrade of
mobile or internet plans, plan
inquiries
o Customer resolution: order
changes, shipping delays
o Updates: late payment, two-factor
authentication
o Purchase confirmation:
appointment reminders, mobile
phone order confirmation
Getting Started WhatsApp Business API powers communication with customers all over the
world. It is a secure and reliable way of connecting with your customers.
In order to create a WhatsApp API for Business Account or WABA, your
business would need to partner with one of WhatsApp’s global business
solutions providers. They are the organizations who are messaging experts in
customer communication for business and enterprises.
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This is precisely why we are here- to enable WhatsApp communication for your
business.
o ValueFirst is a leading & authorized partner to provide ready to use API of
WhatsApp for Business Account (WABA)
o We can enable intelligent re-routing and multi-channel broadcast for urgent
critical messages
o We are technology driven providing full integration handshake and support
o We can help you harness early mover advantage in what is predicted to be
a booming communication channel for enterprises
All you need to do is write to us and we take care of complete process from
setting up of WhatsApp for Business Account, enabling WhatsApp API to
getting your account approval to start business communication.
Send notifications, customer service messages and essential
information to your customers on WhatsApp
Reach out to us at marketing@vfirst.com and we would love to get
you started with WhatsApp for Business
www.vfirst.com
Get Started
Engage your Customers
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