Everything you need to know about WhatsApp for Business WhatsApp for business helps build stronger customer relationships, cuts down customer acquisition costs & increases engagement, ten folds
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Table of Contents 2. What is WhatsApp for Business? 4. WhatsApp for Business Features 6. How to integrate WhatsApp seamlessly with your other platforms? a. Bajaj Finserv Case Study c. Leo’s Coffee Case Study www.yellow.ai 02 05 07 12 13 13 1. WhatsApp: Key Metrics 03 3. Why WhatsApp for Business? 05 5. How to Use WhatsApp Business 11 7. WhatsApp Business Impact 13 b. Heads Up For Tails Case Study 13 d. Sayurbox Case Study 13
Consumers prefer messaging over othercommunicationmethod
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They don’t want to call (and get stuck on choose messaging business phoning
WhatsApp: Key Metrics
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Launched in 2009 by ex Yahoo! employees; Brian Acton and Jan Koum, WhatsApp is among the most popular apps for voice and text communication. The app has now evolved from messaging to video and audio calls to business services. WhatsApp can recognize individuals who are on the application in your phone contacts and add them automatically once you register on the app. WhatsApp allows you to build groups of up to 256 people. It lets you select your context and send an online map to your GPS location. You may enter a status message that lasts up to 24 hours or until it is altered. In the app, you can restrict contacts from inside the app or transfer the information from a person to another person. WhatsApp supports over 2 billion people & has become the top messaging app In 169 countries, although not in the United States, where Messenger is more popular. Germany, India & UK are countries that are top users.
One of the latest features on WhatsApp is the disappearing messages. You can send messages that disappear on WhatsApp by turning disappearing messages on. Once enabled, new messages sent in the chat will disappear after seven days. The most recent selection controls all messages in the chat.
They don’t want to email (and wonder if anyone’s at the other end) choose messaging over email
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Messages sent or received before disappearing messages are enabled won’t be affected.
Using a personal account for businesses isn’t a viable option. It can get mind numbingly tough to manage the messages too. In order to use WhatsApp for your business, you can take the following three paths WhatsApp Business app (for small businesses) WhatsApp Business API (for enterprises) WhatsApp Business Solution Providers Once you’ve got a WhatsApp Business Account, you’ll be able to converse with people in various ways, in any language. One can expand omnichannel support to customers with a WhatsApp Business account. Some of its features are as follows Formatted text messages Media messages (audio, video, document, image, stickers) Other Message Types (contact and location) Group messages Mediamessage templates Adding a new channel to your customer support suite is not as challenging as you might think. This guide on WhatsApp talks about its features, benefits & uses to help you with your journey. www.yellow.ai 04
What is WhatsApp for Business? WhatsApp is the most popular global messaging channel. Over 5 million business users take precedence of this popular messaging platform today. Facebook (the developers behind WhatsApp) expanded their platform to include a business application which is an OTT (over the top) chat app that brings the functionality and convenience of personal messaging to customer communications. Texting services were traditionally supplied by mobile network operators as native messaging. OTT messaging apps are third party alternatives to that. WhatsApp Business can be used in conjunction with other mobile channels. This makes WhatsApp for Business an indispensable element of a successful omnichannel marketing strategy. Why WhatsApp for Business? People prefer to message businesses on WhatsApp for... Greater trust www.yellow.ai 05 71% feel more confident about a business after messaging on WhatsApp
People prefer to message businesses on WhatsApp for... Easy communication People prefer to message businesses on WhatsApp for... More conťdence 65% feel more confident messaging businesses vs. sending an email 68% call WhatsApp the easiest method of contacting a business
People prefer to message businesses on WhatsApp for... A personal connection WhatsApp Business Features? Security WhatsApp encrypts messages and calls end to end. Each message has a unique lock and key, so only senders and recipients can read the contents not even WhatsApp. Interactive Message Templates This feature allows one to include interactive components to messaging like a button. WhatsApp Business Account users can now build two types of predefined buttons: www.yellow.ai 07 64% of WhatsApp users agreed WhatsAppthatfostered a personal connection to businesses
Call-To-Action This one enables users to either call a phone number or visit a website. Quick-reply Avoid reinventing the wheel with every message. Quick replies allow you to craft quick responses that customers can use to chat you back without writing out a complete Theseanswer.buttons can be attached to text messages or media messages. Post development, the interactive message templates need to be sent for approval. If approved, you can use them in WhatsApp notification messages as well as customer service/care messages. www.yellow.ai 08
New Feature: Interactive Message Templates on WhatsApp Automate Messages Respond to customers 24/7, so customers never feel neglected or overlooked. Creating a welcome greeting to new customers’ messages helps your brand build trust while providing introductory information about your company. Runs on Desktop & Mobile Having accessibility that spans across device types and locations is a powerful way to ensure you’re always at the pulse of your customer communication. Today users are engaging with brands across platforms. Consumers switch between Web chat, FB Messenger chat, and WhatsApp seamlessly. Moreover, they expect brands to retain context and experience. With Interactive Message Templates for WhatsApp Business accounts, you can now provide a consistent experience across all text automation channels you deploy. Organisation Ensure customer messages never fall through the cracks by labelling your conversations. Add colours or labels to designate departments, sort by conversation types, and quickly retrieve messages. www.yellow.ai 09
Delivery statistics Know if and when your messages have been received or read, giving you valuable feedback on your delivery and messaging efforts. Branded persona Providing information like your business address, contact information, and website URL inform customers and helps them find you online and in person. Zero Drop Offs With Interactive Message Templates, you can direct your customers to take the desired action. Users can smoothly transition from one medium to another without wasting time, waiting for information, or switching between many channels. For marketers, this is a way to track the user journey for the purpose of modifications that can enhance the customer experience. The entire process of browsing to buying and repeating is all possible on WhatsApp. www.yellow.ai 10
How to Use WhatsApp Business? Here are a few use cases that some of our clients rely on to deliver world class omnichannel experiences: Send Alerts & Notifications Use WhatsApp Business to notify or alert your customers of time sensitive information, such as a payment, system outage, or order alerts. In-App Booking & Scheduling Create your own WhatsApp chatbot to let customers easily book appointments with your business, anytime. Send Reminders Help your customers remember their appointments and payments to avoid delays or penalties. Streamline Customer Service Support agents can communicate with customers in real time to answer questions and resolve support tickets. Simplify User Verification 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 enhances your customer service and product development efforts. Upsell & Cross-sell Your WhatsApp chatbot is capable of reading millions of conversations to understand individual customer needs. This helps provide proactive service & recommendations on the items that the customer might like to purchase. www.yellow.ai 11
How to integrate WhatsApp seamlessly with your other platforms? Yellow.ai is an official WhatsApp partner. As Business Solution Provider for WhatsApp Business API, we enable messaging through the WhatsApp Business API and help deliver WhatsApp Business as a messaging channel integrated seamlessly into the Mobile Service Cloud. Our multi channel platform provides all the benefits of an omnichannel, mobile driven buyer’s journey providing marketing, support, service, transactions, payments, and sales simultaneously throughout multiple messaging channels. It reduces your workload, optimizes productivity, and maximizes efficiency while improving your service quality. www.yellow.ai 12 “Businesses reported that the WhatsApp Business API led to 89% higher average CSAT rating and 133% higher agent efficiency compared to alternative customer service channels.”
WhatsApp BusinessImpact Awareness 20K new insurance inquiries/month Renewals 40% for bank loans Efficiency 35% call center cost Engagement +50% for critical card services The average interaction between the user and the chatbot is observed around 4 mins Interaction growth of 1.6% per day 38K messages received in 2 3 weeks of launch The CSAT has risen by about 45% after deploying the WhatsApp bot The purchasing process is simpler, ensuring customers can fulfill their orders, reducing cart abandonment Reduced customer support cost Increased revenue Within a few days of deployment, the subscription order value provided by Leo Bot has crossed 100K Total order value has crossed Rs.150,000 www.yellow.ai 13 Case study Case study Case study Case study
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