WhatsApp Business API Popular use cases
With close to two billion users worldwide, WhatsApp is the messaging market leader driving businesses to innovate and improve customer experiences.
In the last few years, digital messaging channels like WhatsApp have witnessed large scale adoption. What began as an instant, free messaging service for personal communications, has since become a one-stop solution for all virtual interactions. Businesses have started to view the WhatsApp Business accounts as an opportunity to promote their brand and build meaningful relationships with their customers online.
There are many reasons why businesses should invest in a WhatsApp business account. As a customer communications channel it offers:
End-to-end encryption - customers can trust their interactions with your business are private and secure.
Personalization – businesses can only get in touch with customers who have given their consent to being contacted on WhatsApp and are limited by the type of communication they can send.
Rich messaging – businesses and their customers can exchange files, images, videos and links as well as share their location directly within the channel to speed up interactions and make them more engaging.
Combined with intelligent automation and end-to-end orchestration capabilities, the WhatsApp Business API can transform CX all while helping businesses to reduce operational costs, boost contact center efficiency, and save time.
Retail
With the surge in online shopping and expansion of eCommerce in recent years, retailers have had to adapt to new ways of communicating with customers. Where brands could once compete on prices and location alone, they now need to predict what customers need based on consumer preferences and purchase history.
Millennials and Gen Z make up a large percentage of today’s digital messaging world. They are always on-the go and appreciate a quick and seamless shopping experience. Sending them personalized abandoned cart reminders can be a great way to help them complete their journey.
WhatsApp’s rich messaging features allow businesses to share images of the items or provide a list view if there is more than one. In just a few taps, customers can confirm if they’d like to proceed with the purchase or discard it without having to leave the channel. Retailers can also recommend similar products or upsell new products, creating an immersive shopping experience.
Banking
Given their nature, banking alerts and transaction related communications tend to be monitored by recipients. Banks can further build trust with customers by keeping them proactively informed of relevant products and services they may need or benefit from.
WhatsApp recently updated its policies to allow businesses to proactively reach out to customers about relevant product and service offerings. Banks can leverage the channel to communicate changes and notify customers of credit limit and interest rate increases.
Banks can boost customer loyalty by announcing customized loyalty programs and sending personal communications containing exclusive offers and rewards.
Automotive
Automotive brands need to interact with consumers at every stage of the buyer journey. During the pre-sales phase this could involve answering inquiries about new models, managing test drive bookings, and providing information about existing offers or leasing programs. Post sales scenarios could range from service enquiries to booking service appointments and managing vehicle pick-ups and drop-offs.
Each of these scenarios involve continuous, and sometimes lengthy interactions with customers. WhatsApp is an asynchronous channel, meaning consumers can respond to businesses on their own time. WhatsApp also offers businesses the ability to provide various entry points to customers so they can opt-in and interact with them. Think QR codes, websites and direct links as just a handful of examples.
The WhatsApp Business API offers several rich messaging features like list menus, quick replies, rich media, and more. Businesses can leverage these features to showcase their fleet of vehicles and share brochures, catalogues and price lists with their customers instantly. Companies can nudge customers to book a test drive and send reminders of their upcoming booking.
They can also enable customers to modify their own booking from within the channel. Brands can deliver personalized experiences by communicating their latest offers or discounts proactively based on a customer’s interests and previous chat history.
Solutions for every industry
WhatsApp for Business can enable an array of different use cases across multiple industries and can all benefit from leveraging this channel to power their customer interactions.
Download our latest eGuide to learn about common WhatsApp use cases, from abandoned basket reminders, parcel delivery alerts and booking updates.
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