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Key Benefits of Using WhatsApp Business with Infobip

Key Benefits of Using WhatsApp Business with Infobip

Ready to build end-to-end experiences on your customers’ favorite chat app? Here’s everything you need to get started.

WhatsApp has become a household name for over 2 billion users worldwide. A reliable, safe and familiar channel that offers people a way to connect to family and friends around the world- for free.  

It’s no wonder that businesses are looking for ways to get into their customers’ WhatsApp inboxes to boost their campaign visibility, sales and streamline customer support.  

In the past year, interactions between businesses and customers on WhatsApp increased by 80% on our platform. Customers want to easily connect with businesses without the hassle of switching between applications or calling call centers.  

The benefits of using WhatsApp are many, but simply put, WhatsApp allows businesses to create conversational experiences with customers. By creating a WhatsApp Business account, organizations can manage customer support, sales, marketing, and other functions.  

Let’s get started with the WhatsApp Business Platform and discover how you can digitally transform your business interactions.  

What can the WhatsApp Business Platform do  

The WhatsApp Business Platform offers features that make it easier to connect with customers for a variety of use cases.  

Here are seven ways WhatsApp can diversify your business messages:  

1. Verified business accounts 

Eliminate any doubt about spam messages by using a verified WhatsApp Business Account. With a little green check mark next to your brand name, your customers will know that your messages are legitimate, and that they can trust your interactions. WhatsApp is popular for private use, and keeping your brand image clean and verified on WhatsApp allows for customers to feel more comfortable interacting with you on their favorite chat app.  

2. Collect opt-ins  

Customers must opt-in to receiving messages from your brand on WhatsApp. This allows for them to approve who sends them messages on their personal WhatsApp account and helps reduce spam messages. Collect customer opt-ins over social media pages, your website or through QR codes, and make your business account easily accessible to customers.  

3. Quick replies  

Offer customers an instant and easy way to reply to your messages, and in turn boost engagement on WhatsApp. With quick reply buttons, customers can simply choose the option relevant to them and avoid typing out lengthy replies- making automation simple.  

4. List messages 

Ideal for repeat orders or appointment bookings, list messages can add variety to your interactions and make your customer journey on WhatsApp simpler. Customizable to your customers’ preferences, you can send a list of relevant products or time slots for them to choose from right in your WhatsApp conversation. 

5. Chatbot or live agent support 

Speed up your time to resolution for customer support queries with chatbots or live agents on WhatsApp. Customers can access self-service messaging flows from your business to get their FAQs answered quickly or interact with a live agent over WhatsApp for instant support.  

6. Product catalogs  

Make shopping and exploring your products simpler by offering product catalogs in WhatsApp. You can enhance your shopping journey by allowing customers to browse your selection of products without having to switch apps or devices.  

7. Secure file sharing 

Send important documents to customers via WhatsApp. From payment receipts, bank statements, images, videos, tickets and more, you can keep share all important documents in the chat app customers know and trust. 

Benefits of the WhatsApp Business Platform

Businesses now have access to a powerful and popular tool to connect with customers. A WhatsApp Business Account gives brands a competitive advantage allowing them to benefit from securely reaching audiences globally, going to market quickly, and being present on the world’s most popular chat app.  

One channel for any use case 

Businesses can build end-to-end journeys over WhatsApp and apply any use case to enhance their customers’ experience with their brand. From discovery to re-engagement, businesses use WhatsApp to interact, inform and retain customers with ease.  

Meet customers where they are 

Your customers are already on WhatsApp daily. Meet them where they are in their personal inbox and start connecting on a deeper level with customers to drive loyalty and improve your services.  

Global reach  

WhatsApp is available in over 180 countries with 2 billion monthly active users, giving you the reach your business messages need to support growth. 

Private and secure messaging  

End-to-end encryption on WhatsApp means that only the receiver and sender can access messages. Keep your business messages private and customer data and information secure by interacting on a safe and reliable channel that customers trust.  

Simple integration  

It’s fast and easy to get started building a business account on WhatsApp. With a simple and easy to use API, developers can start designing message flows and user journeys to help boost engagement and improve overall experience on a single channel. 

Infobip as your WhatsApp Business Solution provider 

Infobip became a WhatsApp Business Solution Provider in 2018 and an official Meta Business Partner in 2022 – enabling medium and large enterprises to engage a potential audience of over 2 billion people in 180 countries on their favorite app using our platform.

Since then, 2,000+ brands around the world have successfully moved their customer communication to the chat app powered by Infobip with an aim to deliver rich, engaging experiences.

With over 70 offices on 6 continents, 24/7 support in over 10 languages, and in-house CX consulting and professional services – our goal is to help businesses build end-to-end customer journeys that convert.

Read on to learn how you can leverage our expertise and cloud solutions to deliver conversational experiences that convert and retain.

Boost sales with connected customer experiences

If you want to do more than simply connect with your customers on WhatsApp, our omnichannel cloud solutions might be a great fit for your business.

Setting up conversational experiences is becoming a standard across industries. Consumer demand has shifted from downloading different apps or channels that serve one purpose to expecting an end-to-end experience in one place.

Combining WhatsApp’s wide feature set with our marketing, chatbot, and customer support solutions can help you build just that – one, connected journey on your customers’ favorite channel.

From timely notifications to engaging proactive messages and fast, personalized support – using WhatsApp with Infobip will enable you to build and orchestrate a customer journey designed to convert, regardless of which industry you work in.

Combine WhatsApp’s rich and engaging product and list messages to set up cross-sell or upsell campaigns, onboard new customers, and create an efficient sign-up experience using our omnichannel customer engagement solution.

Then, set up self-service options by deploying a WhatsApp chatbot using our chatbot building platform. Setting up quick reply and call-to-action buttons in your chatbot logic will help connect your customers to your website or customer care center so they can complete the next step in their journey.

WhatsApp benefits self-service

From there, you can enable customers to connect with a live agent in the same chat by connecting your chatbot to our cloud contact center solution. And with a pre-integrated customer data platform, your agent can pick up the conversation where the customer and chatbot left off – without losing conversation history or context.

Using various message types across the customer journey will make each stage engaging. While having your marketing, chatbot, and support communication all on one platform will give your customers an uninterrupted experience and your teams a productive, efficient way to work.

As a result, you can deliver personalized, one-to-one experiences that increase engagement, conversions, and overall customer satisfaction.

In addition, to help you stay ahead of the customer experience curve, we continuously develop and deploy new features with value-added functionalities including:

  • anti-virus capabilities
  • auto content cleaner
  • URL shortener and tracker
  • SMS failover
  • Easy access to out-of-the-box integrations with companies such as Salesforce, Microsoft, Adobe, and Oracle

These add-ons help ensure high security and deliverability – so your customers never miss a message or compromise personal information.

Maximize your ROI with tailored CX consultancy

Although having a channel and solutions that are full of interesting, robust features are useful for setting up an engaging experience – knowing how to use them is just as important. Otherwise, you risk using your energy and resources for little to no results.

That’s why we built a team of in-house CX professionals, fully certified in Conversation Design by the Conversation Design Institute, to provide our customers with in-depth, personalized consultancy services through their WhatsApp-specific program.

With this program, you can get all the expertise and guidance you need to transform your customer journey and leverage the full potential of WhatsApp as a channel on our omnichannel communications platform.

Through collaborative design-thinking workshops, our CX consultants work with your teams to transform your business objectives into use cases that will bring you the most value.

Then, they help you design the best customer journeys with the right combination of chatbot, customer support, and marketing automation flows by applying human-centric conversational and behavioral design processes.

However, if in-depth CX consulting is a step too far for your current business objectives, you can opt-in for a less hands-on approach. Our experts also offer a guided launch option that provides a fixed number of sessions. The goal is to get you up and running with the channel as quickly and smoothly as possible.

With our years of industry expertise and best practices, you can maximize the return on your marketing and customer experience investments while providing a superior experience to your customers.

WhatsApp messaging for any organization 

As the world’s number one messaging app, businesses from any industry can reach more customers than before, scale their messages as they need on our platform, and create personalized and customized communications for any use case.  

Whether you have a small business or large enterprise, WhatsApp and Infobip offer a variety of messaging options and business account features that can meet your brand’s needs. 

Travel

Be available 24/7 for any travel emergencies or updates with a WhatsApp chatbot. Ideal for airlines, travel agencies, bus

Banking

Offer a convenient and secure way to bank over the world’s most popular chat app. Perfect for insurance providers and financial institutions.

eCommerce

Digitalize your shopping experience by creating a customer journey on WhatsApp. Available for small to large retain businesses.

Telco

Add variety and convenience to your telco customer support with WhatsApp. Perfect for cellphone, landline or cable support.

Learn from global brands that use WhatsApp with Infobip

  • ANGHAMI recorded 265% higher engagement on WhatsApp than email when connecting with their users.
  • BOLT enjoyed a 40% rise in the percentage of drivers who complete registration after optimizing the process with WhatsApp. 
  • ANGEL BROKING saw 39% of customers onboard using WhatsApp and 47% of them engage each month to get personalized advice.
  • NISSAN saw a 138% increase in sales leads generated through a WhatsApp chatbot powered by Infobip. 
  • JAZZ delivered faster customer service at 32% fewer costs.
  • RETAILO achieved 100% deliverability and reduced costs by 50% with WhatsApp.
  • MUKURU now has 42% of customers using WhatsApp and 80% higher customer satisfaction.

Choose the right solution for your business

Whether your team has a do-it-yourself attitude about code, or they want to be guided by industry experts – we have a solution for you.

Integrations

Choose between integrating the WhatsApp Business Platform into your existing system via API or use it through our omnichannel cloud solutions – Moments, Answers, and Conversations. You can also collect, store, and activate your customer data with Infobip People.

Sender Hosting

Our sender hosting is another option. Depending on your business size and messaging requirements, you can choose between our on-premises or cloud hosting options:

  • Our on-premises option is ideal for large enterprises that require a higher level of security
  • The cloud-hosted sender is great for small and medium businesses looking for a more cost-effective solution

You can also easily switch between the two without losing our platform’s benefits.

Regardless of which sender hosting option you choose, you can easily connect it to our leading CPaaS and SaaS solutions by following the steps in our technical product documentation – and be guided by our industry experts every step of the way.

>> Check out our WhatsApp API documentation

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This post was last modified on January 30, 2023 and originally published on July 27, 2021.

Unlock the full potential of WhatsApp with Infobip

Take advantage of our global reach, local presence, and over 15 years of industry experience to build end-to-end customer journeys that convert.