Messaging apps have the highest customer satisfaction rating of any help channel and their utilization has skyrocketed. In reality, the number of help tickets over WhatsApp alone jumped 101 p.c in 2020, by our 2021 Customer Experience Trends Report.
Customers need to work together with firms over the identical channels they use with buddies and households. And companies are following swimsuit: 53 p.c of firms that launched a brand new channel in 2020 added messaging. With the help that’s quick, private, handy, and safe, messaging has rapidly turned into a fan favorite for each prospect and company.
WhatsApp is the hottest chat app in the world, with a whopping 2.5 billion users. If what you are promoting isn’t utilizing WhatsApp, you would be lacking an enormous alternative to help your prospects. Here’s what it’s good to know to get begun.
The variations between WhatsApp and WhatsApp Business
WhatsApp is the shopper model of the messaging app, whereas WhatsApp Business is particularly designed for firms. The fundamental difference between WhatsApp and WhatsApp Business is that firms get a verified and extra full Business Profile so prospects can believe who they’re chatting with. Companies trying to take their WhatsApp conversations to the subsequent degree can profit from the WhatsApp API, which permits companies to combine WhatsApp right into a CRM and buyer-help software program and unlock extra options comparable to chatbots and media-rich messages.
Read on to be taught the fundamental variations between WhatsApp, WhatsApp Business, and the WhatsApp Business API.
WhatsApp is not solely the main chat app for shoppers, it’s additionally the top messaging app utilized by firms. The app works wherever with an Internet connection—no telephone community or SMS charges are required. It’s particularly standard amongst youthful generations: 55 percent of the platform’s customers are between 18 and 35 years outdated.
Like different messaging channels, WhatsApp is asynchronous—which means prospects can reply to conversations in real-time or at their very own comfort. Unlike web-based reside chat, prospects have the flexibility to troubleshoot whereas they do different issues, like tuning in to a Zoom assembly or watching The Bachelorette, and brokers might help extra prospects without delay. It’s additionally doable to protect the dialog thread for later. This consists of earlier interactions prospects had with the model (together with conversations with bots, reminders, updates, and notifications), giving brokers context to personalize the expertise and which means prospects don’t should repeat themselves.
WhatsApp vs. WhatsApp Business vs. WhatsApp Business API
WhatsApp provides an app and/or API to firms trying to talk with prospects on the WhatsApp platform, each of that are sometimes called WhatsApp Business. Businesses can direct prospects to message them on WhatsApp by inserting a WhatsApp launcher icon wherever on their websites, e-commerce shops, and cell apps. This opens a dialog in the app, and the buyer can get straight to the query.
WhatsApp Business app
The WhatsApp Business app is designed for small enterprise homeowners managing mild volumes of buyer requests. It has the identical interface as the shopper WhatsApp app, with some extra options. For occasion, firms get a verified Business Profile so prospects can believe who they’re chatting with. They may also arrange Catalogs, a cell storefront for small companies to showcase and share their items on the platform.
Only one consumer on one gadget can use the WhatsApp Business app—a minimum of for now. If you’re the proprietor of a mom-and-pop store, you’re probably the one serving your prospects. This is what the WhatsApp Business app is nice for.
WhatsApp Business API
WhatsApp Business has an Application Programming Interface (API) for enterprise, industrial, and bigger SMB groups managing extra buyer requests. The API is designed to help groups that are scaling and have outgrown the WhatsApp Business inbox.
With the API, companies can combine WhatsApp right into a CRM and buyer-help software program like Zendesk to trace, prioritize, and reply to buyer requests at scale. Support groups can present help over WhatsApp alongside their different channels, so conversations and buyer information aren’t fragmented throughout techniques and software programs. This permits them to have several brokers managing conversations whereas leveraging instruments like chatbots and automation.
What is the difference between WhatsApp and WhatsApp messenger
WhatsApp options for companies
Compared to the private WhatsApp app, WhatsApp Business consists of options designed for firms. And with the API, companies can unlock extra options to offer extra wealth, and customized, and organized buyer conversations.
The protracted battle to interchange SMS (Short Message Service) with RCS messaging (Rich Communication Services) as the new messaging normal is half of a bigger motion to make enterprise messaging extra interactive—suppose: typing indicators, learn receipts, emojis, carousels, and fast replies. WhatsApp permits companies to create these sorts of next-generation experiences with wealthy messaging sorts obtainable out-of-the-box and extra interactive and personalized options obtainable with the API and some growth work.
WhatsApp’s wealthy messaging sorts transcend customer support. They’re laying the groundwork for conversational commerce—the intersection of messaging and e-commerce. Customers need to message an enterprise, and following analysis by Facebook, 75 percent make a purchase order after they do. At the identical time prospects are messaging companies to get help, they’re more and more utilizing messaging apps to analyze merchandise and companies, get consultations, make funds, e-book appointments, and extra. That means conversations have to be related throughout the enterprise, which is why these firms’ main effort is integrating WhatsApp with their CRM.
FAQs
Q: What is the difference between WhatsApp & WhatsApp Messenger?
A: Unlike WhatsApp, Messenger would not use end-to-end encryption by default. When you ship a standard message in Messenger, it is encrypted on the approach to Facebook’s servers earlier than being despatched to the recipient, which implies that Facebook does have entry to your communications.
Q: What is WhatsApp Messenger used for?
A: WhatsApp is a free cross-platform messaging service. It lets customers of iPhone and Android smartphones and Mac and Windows PC name and change textual content, picture, audio, and video messages with others throughout the globe without cost, no matter the recipient’s gadget.
Q: Which is a safer messenger or WhatsApp?
A: WhatsApp is safer than different social media platforms owing to the end-to-end encryption function. This function ensures that solely the sender and receiver decode the messages.
Q: Why do individuals desire WhatsApp more than Messenger?
A: WhatsApp works easily on 3G, Wi-Fi, and even 2G networks. Meanwhile, group calling is higher on Messenger, particularly when it’s good to name 50 individuals! WhatsApp means that you can begin a bunch of names with no more than 4 individuals.
Q: Is it secure to make use of Messenger?
A: Unlike most messaging platforms like WhatsApp or Signal, Facebook Messenger doesn’t help with end-to-end encryption. This implies that your messages might be intercepted as a result they don’t seem to be safe.
Q: Are WhatsApp and messenger related?
A: The integration of WhatsApp into Facebook Messenger is not obtainable but,’ the website defined. But in the future, the nearer integration of the apps would imply any consumer with a Facebook account might attain buddies using WhatsApp without having to obtain the app.
