How To Use WhatsApp Business API – 5 Unique Use Cases

So you know your customers are using Whatsapp, and you know you’re missing a big opportunity if you’re not on the communications platforms they’re using. However, one question remains – how exactly can I use WhatsApp Business API to improve the customer experience for my business?

To help you out I came up with 5 potential use cases for the WhatsApp Business API to inspire you. Using these examples, we’ll show you how you can both delight your customers and stand out from your competitors. Before we begin, here’s a quick refresher on the key features of the WhatsApp Business API:

• More than 1 billion engaged users
• Business Profile displaying company name, website, description, and more
• Messaging tools including Quick Replies and Greeting Messages
• Message reporting and analytics

1. Provide accessibility like never before

11 million people in the UK are deaf or hard of hearing. There are 151,000 BSL users in the UK. Deaf people are more likely to: have poor mental health - up to 50%, compared to 25% for the general population. Additionally, almost 2 million people are living with sight loss. Of these, around 360,000 are registered as blind or partially sighted. This can make traditional channels such as making a phone call or sending an email really difficult, if not impossible.

Your customers can be empowered with features on WhatsApp through their phone’s settings with the following tools:

• Turning on the TalkBack screen reader allows your customer to interact with their device using touch and spoken feedback.
• Adjusting the display or font size, temporarily zoom or magnify their screens, and adjusting contrast or colors.
• Using BrailleBack to connect a refreshable braille display to their phone via Bluetooth.
• Turn on various audio and on-screen text settings such as captions, Live Captions, Live Transcribe, Sound amplifiers, hearing aid support, and real-time text (RTT).

2. Delivery Tracking for Customers

Using GPS for live location sharing has always been a useful feature on WhatsApp. You can now implement live location sharing for your customers to locate their deliveries with WhatsApp Business API. This will be particularly useful for e-commerce and food delivery businesses, as users will be able to see the location of the delivery person and chat with him without switching between apps.

3. Two-Way Customer Conversations

One of the biggest game-changing features for WhatsApp Business API is the support of two-way conversations with customers. This means that customers can initiate WhatsApp conversations with businesses seeking support, queries, or feedback. Additionally, with the automatic reply features, businesses can significantly reduce the time spent on customer support.

4. Rich Real-Time Notifications

Using WhatsApp Business API, you will be able to attach rich content such as images and documents directly into your messages. This can help reduce friction in your customer journey as all attachments are on a single platform. For example, an airline can now send a boarding pass directly to the customer’s WhatsApp for easy retrieval. Real-time updates on flight delays or changes can also be easily pushed. Additionally, your links can display a preview of the destination. Adding link previews also adds to the trustworthiness of your links, and improves their clickability.

5. Instant Customer Feedback

After rendering your services, ask customers to rate you immediately via the same text conversation. This will ensure a high response rate and real-time updates as well. Customers are much more likely to respond to feedback surveys or messages if they are convenient for them. The WhatsApp Business API helps you reach your customers through their most used messaging app, and gather instant feedback through their replies. Leverage the data you receive to understand your customers better, through more reliable reporting based on a larger pool of responses.

Chat Apps APIs, including WhatsApp, can improve the efficiency and productivity of your business, making you a key player in this new era of technology. To learn how we can help expand your business’s growth through WhatsApp and other chat apps, please email me at [email protected]