How WhatsApp can enhance business communication

By Orediretse Molebaloa

WITH a person base of greater than 2.5 billion energetic subscribers throughout the globe, and a standing because the main person-to-person communication channel in most elements of the world, WhatsApp has revolutionised the way in which we talk.

In South Africa, in addition to in East and West Africa, the messaging app has entrenched itself as essentially the most extensively used social media platform. According to Statista, 93 p.c of web customers in South Africa used the app within the third quarter of final year. This year, WhatsApp counted virtually 23 million customers within the nation, partly pushed by the Covid-19 pandemic, which has seen extra individuals use the channel in keeping with restrictions comparable to social distancing. This determine is predicted to hit 28.6 million by 2026.

Since its launch in 2009, WhatsApp has continued to evolve by including new options and functionalities that make it more and more interesting to customers. One of its largest drawcards is that it’s free to obtain and use, and allows wealthy media sharing and video calls.

So, with its widespread recognition amongst customers, WhatsApp can’t be neglected by companies as a software to speak with prospects. Essentially, prospects have taken management of how they wish to be communicated with, and WhatsApp is the popular channel.

Demystifying the channel

While companies are turning to WhatsApp to enhance their buyer communication methods, questions stay across the distinction between WhatsApp, WhatsApp Business and WhatsApp Application Programming Interface (API).

Simply put, WhatsApp (for customers) is a peer-to-peer communication platform that doesn’t limit how customers talk with one another, and customers have full management of over when and the way they wish to reply to messages. There are not any limitations, the platform permits free of charge kind texting, and customers can use the app as they need inside the constraints of its options.

On the opposite hand, WhatsApp Business is free to obtain and was designed with the small business proprietor in thoughts. The app makes it straightforward for companies to attach personally with prospects, spotlight their services and products, and answer questions all through the client’s procuring expertise. WhatsApp Business permits organisations to create a listing that showcases their services and products, and instruments can be used to automate, type and rapidly reply to messages. This platform can additionally assist medium and enormous companies present buyer assist and ship essential notifications.

Last, WhatsApp API is an easy and safe method for medium and enormous enterprises to achieve their shoppers globally. It can be used for buyer journeys, from signing up and verification to fee facilitation. APIs enable organisations to combine a few of their business processes with the app itself, often to supply some type of self-service performance to prospects.

No must reinvent the wheel

Since prospects have already got WhatsApp and are utilizing it to speak, it is smart for companies to harness it as a communication software. This implies that an organisation doesn’t need to put money into growing a brand new app, however can adapt WhatsApp API to resolve particular business challenges.

If we attribute this to a typical name centre state of affairs, WhatsApp API allows the automation of business processes with the assistance of chatbots. This implies that easy, low-value engagements, for instance, a refund request or stability enquiries, can be managed by a WhatsApp bot. This frees up beneficial useful resource so brokers can spend time on extra complicated enquiries.

It can also be essential that organisations can attain their prospects wherever they could be, on a number of channels. WhatsApp has modified the way in which that communication has historically taken place throughout a number of industries. As organisations can not dictate to their prospects how they need to talk with them, WhatsApp is the perfect platform that provides a quick, safe, dependable and conversational method for companies to achieve their prospects.

Orediretse Molebaloa is enterprise pre-sales supervisor at Infobip South Africa.

* The views expressed right here will not be essentially these of IOL or of title websites.


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