It’s also possible to preserve the conversation thread for later.

Unlike web-based live chat, customers have the flexibility to troubleshoot while they do other things, like tuning in to a Zoom meeting or watching The Bachelorette, and agents can help more customers at once.

Like other messaging channels, WhatsApp is asynchronous-meaning customers can respond to conversations in real-time or at their own convenience. It’s especially popular among younger generations: 55 percent of the platform’s users are between 18 and 35 years old. The app works anywhere with an Internet connection-no phone network or SMS fees required. WhatsApp is not only the leading chat app for consumers, it’s also the top messaging app used by companies. Read on to learn the main differences between WhatsApp, WhatsApp Business, and the WhatsApp Business API. Companies looking to take their WhatsApp conversations to the next level can benefit from the WhatsApp API, which allows businesses to integrate WhatsApp into a CRM and customer support software and unlock additional features such as chatbots and media-rich messages. The main difference between WhatsApp and WhatsApp Business is that companies get a verified and more complete Business Profile so customers can trust who they’re chatting with. WhatsApp is the consumer version of the messaging app, whereas WhatsApp Business is specifically designed for companies. The differences between WhatsApp and WhatsApp Business

The differences between WhatsApp and WhatsApp Business.

Here’s what you need to know to get started.

If your business isn’t using WhatsApp, you could be missing a huge opportunity to support your customers. WhatsApp is the most popular chat app in the world, with a whopping 2.5 billion users. With support that’s fast, personal, convenient, and secure, messaging has quickly become a fan favorite for both customers and businesses. And businesses are following suit: 53 percent of companies that launched a new channel in 2020 added messaging. In fact, the volume of support tickets over WhatsApp alone jumped 101 percent in 2020, according to our 2021 Customer Experience Trends Report.Ĭustomers want to interact with companies over the same channels they use with friends and family. Messaging apps have the highest customer satisfaction rating of any support channel and their usage has skyrocketed.

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