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WhatsApp for Business Everything You Need to Know

What is WhatsApp Business

Unless you’ve been off the grid, you

would have surely noticed how

WhatsApp for Business has become

the talk of the town. In fact, it is one of

the most trending and highly effective

communication platforms, being

rapidly adopted by businesses.

So, what is making WhatsApp for

Business such a hit? What are its

business benefits? What is

technology? How can it represent a

business? There must be so many

questions in your head!

A large number of individuals and

organizations out there are utilizing

their own personal WhatsApp

accounts for their business activities.

They're using WhatsApp for customer

support and service, lead generation

and relationship management. But

many of the accounts are personal,

talking about business.

It only made sense that the

conversations shifted from personal

accounts of representatives and

employees and shifted to a more

formal profile that represented

business as a whole. Capitalizing the

power of a medium that is massively

adopted by the global population, for

the benefit of businesses is a cinch of

an idea.

WhatsApp for Business API was

introduced in 2018. It targeted small

and medium-sized business to aid

their communication. It was mainly to

reach out to clients and prospects on a

medium which is widely popular. It is

just like being out there on Facebook

and LinkedIn so that you become

reachable and accessible to your

customers.

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WhatsApp for Business Account or

WABA solves for a business what is

the very fundamental to nurture

customer relationships: Being always

available to your customers,

increasing brand reach and visibility,

building trust and loyalty and ultimately

not missing out an opportunity by

being available on a widely used

channel.

It is not a surprise that WhatsApp for

Business has not only interested

SMEs but big companies as well, who

wish to expand their presence and

make sure to penetrate in their user

journey by accessing each touchpoint

possible. WhatsApp, which has the

adoption of about 1/5th of the global

population, is clearly too big a medium

to omit, businesses have come to

realize.

WhatsApp for Business has the

following components for your

business representation:

o Verified Business Profile

o Company Address

o Company Email

o Company Description

o Website Link

o Business Timings

One also has the facility to view and

measure open and read rates of

messages helping in analytics and

making it easier to respond to

customers.

What can you do with WhatsApp

Business Account?

o Upload contact directory and

segregate users

o Send broadcast messages

o Setup business replies for various

business situations using

WhatsApp Business API

o Configure automated messages for

user engagement with your brand

on WhatsApp like greetings, away

messages or quick replies

o Add labels to messages on

WhatsApp Business App

o Send notifications and updates

o Setup reminders and appointments

o Create business profile reflecting

all business details and description

for brand representation

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Why WhatsApp Business API? o WhatsApp is the most used

messaging app in the world, which

has now opened for businesses.

Over 1.5 billion users across 180+

countries and 60 billion texts are

exchanged daily on the platform.

o It enables you to converse with

your customers instantly, engaging

them 24X7. There is no waiting

time for your customers. One can

communicate with them instantly,

synchronously and

asynchronously, transforming

engagement.

o It is a secure communication

channel with end to end

encryption, so the transactions

become secure and the channel

becomes trustworthy.

o Over 56% customers prefer texting

customer services than wait for

long durations over phone calls

o A Dimensions Data study reveals

that nine out of ten consumers

would prefer using messaging to

communicate with businesses

o Being a part of exclusive

WhatsApp verified business

community gives a business an

edge over others for being

accessible by the users at any

instant in any part of the world

There are numerous business use cases & customizations available, however

most popular features include:

• Notifications: Send important transactional notifications, updates, provide

real-time information and status tracking

• Inquiries: Respond to FAQs and Inquiries on products and services from

customers and prospects

• Support + Feedback: Support your customers through WhatsApp on

products & services by resolving grievances, answering queries and taking

feedback

• Engagement + Lead: Engage customers on the app & capture leads through

conversing with customers and finding their interest

• Reminders and Appointments: Enable bookings for appointments and push

reminders and critical alerts to customers

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Case Study of WhatsApp for Business API

WhatsApp for Business API can be used by various industries and for numerous use cases. Some of the case studies are given below: WhatsApp for Business : Chatbot with Live Agent Chat

A use case of user journey in the mutual funds vertical of BFSI sector. See how

WhatsApp can be combined with a live chat agent and take your business

engagement and processes a notch higher.

WhatsApp for Business : Shriram Transport

Another example is of a small finance industry use case – Shriram Transport.

They give loans to farmers and truck owners to buy new trucks. The unique thing

about this use case is how WhatsApp becomes a tool in empowering not only the

business but the end user to simplify an occupational transaction.

Shriram Transport

Part of the Shriram conglomerate, the

company was incorporated in 1979.

Also called STFC decided to finance

the much neglected small truck owner.

Shriram understood the power of

‘Aspiration’ much before marketing

based on aspiration became

fashionable. Shriram started lending to

the small truck owner to buy new

trucks.

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ValueFirst Digital Media found a

mismatch between the aspiration and

ability. The truck operator was honest

but the equity at their command was

not sufficient to support the credit

levels required to buy a new truck.

Notification – Brand2User Comms

• Internal Communication (30K

employees)

• EMI reminder in regional language

• Motor Policy for Vehicle Number

XYZ has been issued

• Rich Media Notifications (Images,

Documents etc.)

• Motor Insurance Policy shared as

a PDF file

Industry Use Cases E-Commerce and Retail

o Customer inquiries: return / refund

requests, order updates / changes,

product availability requests,

payment / billing, product service

inquiries

o Customer resolution: immediately

resolve order changes or shipping

delays

o Purchase confirmation: purchase

receipts, order receipts

o Purchase updates: delivery

notifications, delivery tracking

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Travel and Hospitality

o Customer inquiries: seat selection,

cabin upgrades, payment / billing,

itinerary changes, reward points,

product service inquiries, re-share

tickets

o Customer resolution: ticket

changes or cancellations

o Travel updates: flight cancellation,

delays / flight rescheduling, gate

changes, check-in notifications,

passport requirements / known

traveller number requests

o Purchase confirmation: boarding

passes, hotel bookings, hotel

information / directions

Financial Service and insurance

o Customer inquiries: account

statements, loan balances, credit

limits, lost and stolen credit cards

o Customer resolution: account

related issues between account

manager and customer

o Updates: irregular or suspicious

credit card transactions, fees

charged, reaching credit limit, two

factor authentication

o Account updates: bank

transactions, appointment

reminders, policy application

approved, policy changes updated

Telco

o Customer questions: account

balance, upgrade or downgrade of

mobile or internet plans, plan

inquiries

o Customer resolution: order

changes, shipping delays

o Updates: late payment, two-factor

authentication

o Purchase confirmation:

appointment reminders, mobile

phone order confirmation

Getting Started WhatsApp Business API powers communication with customers all over the

world. It is a secure and reliable way of connecting with your customers.

In order to create a WhatsApp API for Business Account or WABA, your

business would need to partner with one of WhatsApp’s global business

solutions providers. They are the organizations who are messaging experts in

customer communication for business and enterprises.

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This is precisely why we are here- to enable WhatsApp communication for your

business.

o ValueFirst is a leading & authorized partner to provide ready to use API of

WhatsApp for Business Account (WABA)

o We can enable intelligent re-routing and multi-channel broadcast for urgent

critical messages

o We are technology driven providing full integration handshake and support

o We can help you harness early mover advantage in what is predicted to be

a booming communication channel for enterprises

All you need to do is write to us and we take care of complete process from

setting up of WhatsApp for Business Account, enabling WhatsApp API to

getting your account approval to start business communication.

Send notifications, customer service messages and essential

information to your customers on WhatsApp

Reach out to us at marketing@vfirst.com and we would love to get

you started with WhatsApp for Business

www.vfirst.com

Get Started

Engage your Customers

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