WhatsApp Business API Integration

WhatsApp business API is a platform provided by WhatsApp that allows businesses to communicate with their customers using WhatsApp messaging service. Integrating this API with ID Cloud offers businesses a transformative avenue to establish a dynamic and responsive communication channel. Our software leverages the rich multimedia capabilities of WhatsApp, enabling businesses to share documents, images, send electronic tickets, videos, audio files, QR codes, store locations, and any other document or even conduct secure transactions, fostering a holistic customer experience. It facilitates proactive customer outreach, they can initiate inquiries, seek assistance, or receive updates, businesses can send transaction notifications, updates, and promotional content using pre-approved templates in a familiar conversational interface. 

As a WhatsApp ISV (Independent Software Vendor), Teckinfo assists businesses in their customer communication and engagement processes at all stages of sales, marketing - with their customer’s consent and in real time service support journeys on their most preferred app at every touch point.

Overview

WhatsApp Business API - Streamline Customer Communication with WhatsApp Business Management API: Engage, Support and Connect with Ease

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What is WhatsApp Business API?

It is an application program interface that businesses use to integrate WhatsApp with their existing CRM applications, 3rd party applications or database. It allows businesses to send, receive and answer unlimited messages.

Whatsapp Business App vs Whatsapp Business API

Features

  • Broadcasting Limit
  • Multi-User Access
  • Install Chatbots
  • Automated Messaging
  • Broadcast Reaches
  • Verified Green Tick
  • Clickable Messages
  • Integrations
  • Ticket Management

Whatsapp Business App

  • 256 Contacts
  • Single Device Access
  • Not Possible
  • Not Possible
  • Only who have saved your number
  • Not Possbible
  • No
  • No
  • No

Whatsapp Business API

  • Unlimited Users
  • Unlimited Users
  • Yes
  • Yes
  • All Users
  • Yes
  • Yes
  • Yes
  • Yes

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Benefits of WhatsApp API Integration with ID Cloud Platform

Multi-channel Communication

Enables businesses to communicate with customers through multiple channels, creating a unified experience. Customers can choose to connect with your call centre via traditional voice calls, while also having the option to send messages, images, and even multimedia files through WhatsApp. This flexibility empowers customers to communicate in the way that is most convenient for them.

Enhanced Customer Experience

WhatsApp API integration with ID Cloud contact center software, businesses can provide an enriched customer experience. Customers can reach out for support, inquiries, or assistance directly through their preferred messaging app. The real-time nature of this messaging allows agents to respond promptly, minimizing wait times and reducing customer frustration.

Personalized Interactions

Access relevant customer information, purchase history, and previous interactions. This data empowers agents to deliver personalized responses and solutions, making customers feel valued and understood. This level of personalization fosters stronger customer relationships and brand loyalty.

24/7 Availability

Empowers businesses to extend their customer service window beyond traditional working hours. This 24/7 access enhances customer satisfaction and helps address urgent inquiries promptly.

Efficient Ticketing and Routing

Automatically generate tickets based on incoming messages. These tickets can be categorized and routed to the appropriate agents based on skill sets or departments. This streamlines the workflow and ensures that customer queries are directed to the most suitable agents, improving issue resolution times.

Multimedia Support

Allows customers to share multimedia content such as images, videos, and documents. WhatsApp business API enables agents to receive and send these media files, enhancing the quality of communication. This is particularly beneficial when customers need to share visuals for troubleshooting or clarification.

Analytics and Reporting

Provides valuable insights through data analytics and reporting. Businesses can track metrics such as response times, resolution rates, and customer satisfaction scores. These analytics help in identifying areas for improvement and optimizing the overall customer service strategy.

Reduced Call Volumes

Many routine inquiries and service requests can be efficiently handled through text. Integrating WhatsApp with a chatbot enables customers to find quick answers to their questions, reducing the need for them to make lengthy phone calls. This leads to a reduction in call volumes, allowing agents to focus on more complex issues.

Industry Wise Use Cases of WhatsApp Business Account

E-Commerce and Retail
  • Order Updates: Send real-time order status updates and tracking information to customers via WhatsApp API.
  • Customer Queries: Provide instant responses to product inquiries, availability, and pricing questions.
  • Abandoned Cart Recovery: Remind customers about items left in their shopping carts to encourage purchases.
Hospitality and Travel
  • Booking Confirmations: Send booking confirmations and travel itineraries to customers using WhatsApp business.
  • Reservation Changes: Allow customers to modify or cancel reservations.
  • Travel Alerts: Notify travellers about flight delays, gate changes, and weather-related updates.
HealthCare
  • Appointment Reminders: Send automated appointment reminders and follow-up instructions.
  • Medication Reminders: Help patients adhere to medication schedules with timely reminders.
  • Telemedicine Support: Enable patients to reach out for virtual consultations and medical advice.
Banking and Finance
  • Account Alerts: Notify customers about account balances, transactions, and security alerts.
  • Customer Service: Address banking inquiries, fund transfers, and credit card issues.
  • Loan and Mortgage Updates: Keep customers informed about loan approvals, payment schedules, and interest rates.
Automotive
  • Service Reminders: Send maintenance reminders and schedule service appointments.
  • Vehicle Updates: Inform customers about recalls, software updates, and warranty information.
  • Test Drive Scheduling: Allow potential buyers to schedule test drives and get vehicle details.
Real Estate
  • Property Listings: Share property listings, photos, and virtual tours with potential buyers and renters.
  • Virtual Consultations: Facilitate virtual property tours and answer inquiries from interested parties.
  • Lease and Purchase Updates: Provide status updates on lease applications, purchase agreements, and contracts.
Education
  • Enrolment Information: Share enrolment procedures, deadlines, and required documents.
  • Class Updates: Inform students about class schedules, assignments, and announcements.
  • Parent-Teacher Communication: Allow parents to connect with teachers for updates on student progress.
Food and Beverage
  • Order Placements: Enable customers to place food orders, customize preferences, and make payments.
  • Menu Updates: Notify customers about new menu items, special offers, and promotions.
  • Delivery Tracking: Provide real-time updates on order preparation, delivery status, and estimated arrival time.
Entertainment and Media
  • Ticket Bookings: Allow customers to book tickets for movies, concerts, and events.
  • Content Updates: Share release dates, trailers, and exclusive content with fans.
  • Customer Feedback: Gather feedback on shows, movies, and experiences to improve offerings.

WhatsApp Business Management for Various Functions

Some key use cases of WhatsApp API integration are personalized customer support, automated notifications, and alerts (such as order updates, appointment reminders, and shipping notifications, product demonstration videos, transaction updates, lead generation and marketing campaigns, helpdesk ticketing, airline boarding pass), conducting customer surveys and customer engagement through chatbots.

Combining WhatsApp Business API with Teckinfo’s call center software offers a strategic advantage in enhancing customer interactions, service support, streamline operations and contribute to a positive brand image. By leveraging capabilities provided by this integration, businesses can provide seamless, personalized customer experiences and efficient communication that meets the evolving demands of modern consumers. This allows agents to engage customers on a familiar messaging channel while benefiting from automation, routing, analytics, and compliance capabilities provided by ID Cloud. Organizations embracing this innovative integration have positioned themselves at the forefront of customer engagement, adapting cutting-edge communication technology while reaping the benefits of enhanced connectivity and responsiveness.Contact us today to further explore WhatsApp business API integration and transform your customer engagement to achieve greater success.

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    See Frequently Asked Questions

    What is WhatsApp business?

    It’s a tool for businesses that makes interacting with customers easy by providing tools to automate, sort and quickly respond to messages. It's also intended to feel and work just like WhatsApp Messenger. You can use it to do everything that you're used to doing, from messaging to sending photos. Some of the features the app includes:

    • Business profile to list important information, such as a company's address, email, and website.
    • Labels to organize and easily find your chats and messages.
    • Messaging tools to quickly respond to customers.

    The key difference between is that the latter is strictly for personal communication while the former gives you a few marketing tools. Organisations can use the business account for free to answer questions and take orders via chat. WhatsApp business API does not have its own front-end interface; it uses the front-end of the platform with which it is integrated. This may be the CRM platform or e-mail marketing platform that you are using.

    Some of the limitations are mentioned below:

    Pre-On boarding:

    1. WhatsApp business solution providers do not allow access to previous chats.
    2. A number registered with a cloud API solution provider can't be used with any other app.

    Post On boarding:

    1. A business can send session messages to customers only after a customer sends a message. These messages can be sent only for 24 hours from the time the customer sends a message.
    2. When the session expires after 24 hours, businesses can only send 'template messages' to their users. Template messages must be pre-approved by WhatsApp. 
    3. It is mandatory that all template messages adhere to WhatsApp's commerce policies.

    All messages sent using WhatsApp business accounts are end-to-end encrypted and secure.

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