How to Serve Customers via WhatsApp in 2023

In the digital era we live in, instant messaging has become one of the most popular forms of interaction. One of the most widely used applications globally is WhatsApp. Therefore, it's not surprising that many companies have chosen to use it as a customer service tool. There are different versions of WhatsApp, and in this article, we will focus on those specifically designed for businesses, which have become one of the most efficient and effective ways to serve customers.

Versions and Benefits of Using WhatsApp for Customer Service

The general advantages of using the application are related to the connection it allows you to establish with customers:

• Immediate Communication: WhatsApp enables fast and efficient communication between customers and the company. Customers can send messages and receive real-time responses, streamlining the support process.

• Personalized Attention: By engaging in direct conversations with customers, the company can better understand their needs and offer tailored solutions, providing customers with a personalized and close experience.

The added value you gain depends on the version you use. Let's dive deeper into these versions and the benefits they offer.

Currently, WhatsApp offers three available versions: WhatsApp for personal messaging, WhatsApp Business, and WhatsApp Business API.

WhatsApp Business is the version for businesses that allows you to create business profiles, load predefined messages, share catalogs, and create labels to organize chats. Many companies use this version, but it has some limitations when it comes to centralizing and tracking team performance, among other things. If you choose this version, you won't be able to connect multiple devices simultaneously, as each agent needs a separate line, and you'll have to access each device to evaluate the service each agent provides. Additionally, it cannot be integrated with a business CRM, and while it allows for the creation of quick responses, it lacks the ability to automate their use.

One advantage of this version is the ability to create mass broadcast lists. However, it's important to note that its real reach is limited to customers who have the company's number saved in their phones, and there's a risk of account blocks due to spam.

Finally, WhatsApp Business API is the most advanced version, addressing the limitations mentioned earlier and adding specific advantages, which we'll discuss in the next section.

Why Choose WhatsApp Business API to Serve Your Customers in 2023?

Next, we'll detail the specific advantages that make WhatsApp Business API the best choice for enhancing and optimizing your company's customer service:

• 24/7 Support: The API version allows you to provide round-the-clock support with automated quick responses. Customers can send messages at any time and from anywhere, and the company will always be there to address their needs.

• Automation and Chatbots: With WhatsApp Business API, you can create your own customized chatbots, not only to answer frequently asked questions but also to perform simple tasks like scheduling appointments, tracking tickets, providing specific information, and directing customers to the appropriate support agents when necessary. Chatbots can also be trained to guide customers based on their interests using phrases or keywords, delivering a faster and more effective support experience. This eliminates long phone waits and email asynchrony.

• Multi-Agent Connection and Centralized Support: With the WhatsApp API, all agents can connect from various devices to a single number, segmented into the appropriate teams, and manage centralized support on a single platform. This also facilitates team performance monitoring with all the information in one place.

• Cost Reduction: Using WhatsApp for customer service allows you to reorganize your teams and optimize your agents' time, enabling them to focus on more profitable tasks rather than constantly answering the same questions.

• CRM Integration: Starting with this version, WhatsApp can be integrated with other business management tools, such as CRM systems, which enables more efficient information management.

• Mass Messaging via WhatsApp: With the API, you can run marketing campaigns or send important information (order statuses, support updates, appointment confirmations) securely and effectively. Customers will no longer need to have your company's number saved to receive your communications.

• Reporting: Tracking your team's performance is essential for making informed decisions, and WhatsApp Business API simplifies this task with a wealth of advanced statistics that are quickly obtainable.

In summary, WhatsApp offers an effective and cost-efficient way to provide support and assistance, allowing direct, personalized, and flexible communication with customers, which can significantly enhance their experience and their relationship with the company.

How to Transition to WhatsApp Business API and the Best Alternative to Do So?

To use this version of the app, you need to hire a software company that works with it and provides the necessary tools to fully utilize the functionalities we mentioned. There are several solutions that offer this service, and we will tell you what you need to consider when choosing one, which ones are the most prominent in the market, and which is the best option among them.

First, you need to understand your company's needs and the primary features you require to fulfill them. Many providers offer their services in the market, and this aspect will be crucial in choosing the one that best fits your business model and budget.

Among the most prominent options are Optiwe, B2chat, Callbell, and Wati. Each of these solutions offers a wide range of features, which are generally quite similar but with significant differences in terms of plans and acquisition costs. Therefore, it's advisable to be well-informed about their terms when making your choice.

In the following table, you can see a comparison of the key aspects of each solution in relation to the most affordable plan they offer for using WhatsApp Business API.

Based on the information, it can be considered that currently, Optiwe stands out as the most comprehensive and cost-effective alternative in the market to start using WhatsApp Business API and unify all customer support channels into a multi-agent platform. This facilitates an omnichannel presence, allowing your company to be available at all times and places without incurring additional costs. Unlike other solutions, Optiwe includes features from the start, such as unlimited conversation history, access to personalized support, and integration of extra channels into WhatsApp.

Optiwe's plans are designed to adapt to the needs of small, medium, and large companies, depending on their goals and budgets.

Would you like to learn more about how Optiwe can help you elevate your company to the next level?

Find us at Optiwe or contact us via WhatsApp.