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How a WhatsApp Business Integration Can Improve Your Customer Flow

by Qtrac

What’s up with WhatsApp? As it turns out, it can be a game changer for you and your business. This cost-effective, versatile, and (dare we say it?) fun-to-use messaging app can help your team level up your approach to customer communication.

Whether you’re interested in seeing more engagement, establishing your brand’s persona, making your resources and services ultra-accessible, or trying to increase your company’s global reach, WhatsApp’s messaging toolkit can help you get where you need to be.

Interested? Intrigued? Inspired? We hope so—there’s a lot you can accomplish with a strategic WhatsApp Business integration. Let’s get into it!

What Is WhatsApp?

Not familiar with WhatsApp? You may be missing out—but we’ve got you.

WhatsApp is a messaging app. It allows its users to send messages (much like texts), make voice or video calls, and share content within group and individual channels. WhatsApp is easy to use, provides key communication functionalities, and is secure.

It’s also free for people to use. All you need to use WhatsApp is an internet connection, which gives this messaging platform a key advantage over SMS for many people. (And many people there are: WhatsApp has more than 2 billion worldwide users.)

WhatsApp’s universal user base, easy-to-use interface, and versatile toolkit of business-friendly features make it an excellent integration option for savvy, communication-focused companies.

So far, so good. But why should your business seriously consider a WhatsApp business integration when you’ve already got SMS and email set up and running well?

What Is a WhatsApp Business Integration? (And Why Is It Useful?)

A WhatsApp Business integration gives your business a unique, powerful way to communicate with your customers in one streamlined, easy-to-navigate platform.

When you integrate with WhatsApp, you can create an official WhatsApp Business account. This keeps your personal and professional personas distinct and allows you to interact with your community as your brand.

WhatsApp Business integrations allow businesses to leverage intuitive messaging settings that make handling communication easier, too. These include automated messages, labels for conversations, quick replies, and more. More and more businesses are using WhatsApp to showcase their services and business information (think: store hours and product catalog) in the second most-downloaded messaging app in the world.

What Are The Benefits of a WhatsApp Integration?

WhatsApp is easy to set up. It’s affordable and feature-rich—and there’s a good chance your team and your customers are already familiar with the app, making onboarding and training with WhatsApp a piece of cake.

Still on the fence? There’s more. For example, WhatsApp connects you with …

More People

We mentioned it above, but it’s worth emphasizing: WhatsApp has more than 2 billion users worldwide. However, it’s more than just popular; it’s ubiquitous. In WhatsApp’s largest markets, India and Brazil, WhatsApp is one of the main methods of communication. (More than 95 percent of the digital populations of Brazil, South Africa, and Argentina use WhatsApp monthly.)

Expanding your company’s communication integrations to include a platform that’s so widely used, particularly outside the United States, can help make you an intuitive option for people reliant on that platform.

More Savings

WhatsApp is free for your customers to use (which increases their likelihood of using it).

For businesses, WhatsApp can be extremely cost-effective because teams using it for customer service or engagement don’t need to worry about the typical fees associated with texting or managing phone calls. WhatsApp also doesn’t charge extra for international communication, making it a great option for businesses seeking to expand their global presence.

Instead, WhatsApp uses a simple conversation-based pricing model. After a business uses a certain amount of free conversations monthly, WhatsApp charges when you use it, allowing you more flexibility and control over what you pay.

More Security

Wondering if a low-cost, internet-based communication method is safe for your business? Your instincts are good—but luckily, with WhatsApp, you don’t need to worry.

WhatsApp uses end-to-end encryption to secure messages. This means the messages you and your customers send through WhatsApp are only accessible to the sender and recipient—not to unauthorized third parties.

This protects you and your customers, but the benefits go beyond that. If your customers know you prioritize their safety, they’ll trust you and your services. Customers may also feel more comfortable reaching out for assistance or establishing loyalty with your company.

More Engagement

Meeting your customers where they are has practical benefits.

By integrating your customers’ go-to communication method with your intuitive customer flow systems, you’ll make it far easier for people to interact with your business. But don’t just take our word for it; we’ve got numbers to prove it!

  • We already know that SMS messages have higher open and response rates compared to email.
  • WhatsApp has even higher engagement rates than SMS. (Messages sent through the WhatsApp Business API get opened nearly 99 percent of the time.)
  • This means that by integrating with WhatsApp, you can increase the chances that your messages will be read—a necessary prerequisite for your customers engaging with your business.

This might seem simple, but the results can be astounding. By increasing your customers’ open rate, you can increase the number of customers who show up to their appointments, submit helpful survey information, use your virtual queuing system, and interact with your business in the most mutually beneficial ways possible.

More Fun!

We’ve saved the best for last:

WhatsApp offers brands a more interactive, conversational way to communicate. Emails and even texts can sometimes feel abrupt and impersonal. WhatsApp offers features beyond those available in many other messaging platforms to help businesses customize their conversations and add a little personality and joy to each customer interaction. (One example? WhatsApp allows users to react to messages with any emoji, instead of limiting reactions to a small subset of options.)

This can help you build a rapport with your customers, enhance the quality of your customer experience, and ultimately see an increase in customer loyalty.

What’s Your Next Step Toward Integrating with WhatsApp? Start Here!

WhatsApp can be a cost-effective, relationship-building, and enjoyable way to engage with your client base.

And, even better, if you select a virtual queuing or customer flow management system that integrates seamlessly with WhatsApp, using WhatsApp will be incredibly intuitive for everyone involved. This can make your team’s life better, enhance your relationship with your customers, and even help you increase customer retention and use of your services.

Interested in setting up a customer flow management system that leverages WhatsApp? You’re in the right place. See or schedule a demo with the friendly team at Qtrac today to learn more about onboarding with our easy-to-use virtual queuing and appointment scheduling software.

Want to know more? We’ve got you covered—check out this guide about further ways to save with the right queue management provider: How to Avoid the Hidden Costs of Queue Management Systems.


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