WhatsApp integrations generate so many benefits for a business that not doing it would mean losing out on countless opportunities to increase your brand reach, gain new customers, retain existing ones to grow your business.
WhatsApp integrations in a business is like enzymes in a human body—they catalyze processes so that they run faster, better, and more seamlessly.
Plus, you only have to do it once to lay the groundwork and kick things off and then it’s a question of taking full advantage of everything it has to offer and reaping those benefits.
Be it for sales, marketing, or customer service, there are plenty of WhatsApp integrations that your business can leverage to improve your systems and provide your customers with nothing but the best.
In this post, we’ll dive into five of the biggest benefits of a WhatsApp integration and run through ways you can incorporate WhatsApp into your business.
Ready to get catalyzing? Let’s start.
1. Increases Reachability
We’ve said it before, we’ll say it again, and we’re not afraid to repeat it whenever needed: WhatsApp is the most popular instant messaging app in the world.
The numbers speak for themselves—there are a whopping two billion WhatsApp users globally and growing. That’s a huge pool of potential customers you can tap into by simply integrating WhatsApp into your business.
Sure, customers can already reach you through traditional channels like phone calls, chatbots, and emails. But given the app’s popularity, WhatsApp should be at the forefront of it all.
That’s because integrating WhatsApp into your communication efforts isn’t just about adding one more way for customers to contact, it’s by far the most convenient way.
WhatsApp also ranks among the most used apps of the past decade, beating out even Gmail. It wouldn’t be a stretch to say that consumers check their WhatsApp messages more than their emails.
By integrating WhatsApp, you’re introducing a new level of ease for your customers as they can now interact with you through their favorite chat app and even while on the go.
2. Combines the Best of Tech and Human
One of the best features of WhatsApp business is its automated messages to facilitate your customers with the information they need as quickly as possible.
When set up properly, they can be fully trusted to speed processes up and reduce inefficiencies, especially when no customer service agents are available to attend to them.
But leaving it all to technology can have its drawbacks.
Though automated replies can help to reduce response time, not all problems can be resolved this way.
The beauty of WhatsApp integration is that while it has automatic processes in place, it also allows real people to jump in and take over the reins as and when a dispute arises and a human touch is needed.
It’s also one great way to go the extra mile with WhatsApp customer support as, more often than not, what unsatisfied customers really need is to know that beyond the tech interface, there’s an actual person looking into their problems.
3. Provides Quick Responses and Resolution Time
Immediacy is inherent in text messaging and WhatsApp is no exception to this rule.
By integrating WhatsApp into your customer service processes, you open a two-way channel with your customers that encourages swift interaction and quick replies.
This results in a back-and-forth communication that’s much more efficient than old-school contact forms and emails. In their place, WhatsApp offers customers prompt answers and quick dispute resolutions.
Plus, as a chat app, there’s a casual feel to WhatsApp. That translates to not needing to structure your sentences as formally as you otherwise would in an email, which can be time-consuming.
The WhatsApp Business API also offers a shared message inbox. This means that anyone on your team can take over a case at any time and have full access to the chat history and customer information immediately, which is very practical for customer service teams that work rotating shifts.
This also offers a visibility that’s useful for problems involving other departments.
An example would be a customer reaching out about a problem with entering a discount code. The underlying issue could be a technical one, which IT could take a look at, or a typo in a promotional campaign, which would concern the marketing team.
4. A Secure Channel for Exchange of Information and Data
One of WhatsApp’s biggest selling points is its end-to-end encryption, which guarantees a secure and safe environment.
Everything sent through WhatsApp can only be read and accessed by chat participants and no other third party—not even WhatsApp themselves.
This means that brands can send over specific and private information and documents without worrying about prying eyes and jeopardizing their customers’ privacy.
As an added plus, WhatsApp supports many different media formats. Basic text aside, images, videos, files in .pdf and .docx (and more), and locations can also be sent.
Given its multimedia nature, there’s so much businesses can do within this secure space WhatsApp has created.
Airlines can issue boarding passes and update flight information, banks can send monthly statements, third-party logistics companies can provide delivery notifications, HR firms can receive CVs, hold video interviews, and even notify job-seekers of their application status.
The list goes on.
5. Personalize Your Strategy With Analytics
With WhatsApp integrations, brands can also benefit from the data provided by WhatsApp analytics to adjust their strategies.
By tracking an entire range of metrics, the data collected helps you better understand how your customers are interacting with you on WhatsApp and offers valuable insights so you know exactly what’s working and what’s lacking.
Armed with this information, you can confidently tweak and finetune your strategy as necessary for better results going forward.
Such benefits extend beyond running targeted marketing campaigns or providing better customer service because the end goal of this, or that of any business, for that matter, is to keep buyers satisfied and happy.
So by sending more personalized and engaging messages, you’re giving them a more positive brand experience, which is one step closer to converting them into a sale—a win-win.
WhatsApp Integration: Ways To Do So
So where and how should you begin integrating WhatsApp?
To start, list your WhatsApp Business number on your website and give it as much visibility as possible. Instead of simply adding the number to your contact page or footer, we recommend adding a WhatsApp chat button to your website that opens up a WhatsApp conversation with you.
Make sure you’re promoting your accessibility on WhatsApp across platforms. If you’re marketing on Facebook, add a WhatsApp chat button on your Facebook business page and create ads that click through to WhatsApp (available on both Facebook and Instagram).
Beyond the Facebook umbrella, the WhatsApp Business API also offers integrations with some of the top and most popular and business software including Salesforce (CRM), Zendesk (customer support), Mailchimp (email marketing), Slack (messaging), Trello (project management), and more.
With these WhatsApp integrations, you’re essentially establishing systems to streamline your business operations and processes.
Increased employee efficiency and productivity are direct results of these. But at the end of the day, it will all translate into better service, happier customers, and business growth.
How To Integrate WhatsApp?
With so many benefits to WhatsApp integrations, you must now be itching to get your hands on them.
So how can you actually get it?
To integrate WhatsApp, the very first thing you need is access to the WhatsApp Business API, which can be only be obtained through official WhatsApp Business Service Providers (BSPs).
WATI is a verified and WhatsApp-approved BSP and can help you with your WhatsApp integrations.
WATI is created by Clare.AI, a digital assistant startup that fuses the best machine learning and artificial intelligence technology to develop digital and top-notch customer communication solutions for its clients. Clare.AI is trusted by multinational firms and Fortune 500 companies including Cigna, Birdie, Everbright Sun Hung Kai, AXA, Bupa, and Fidelity.