WhatsApp Customer Service?

WhatsApp is a Meta-owned messaging app that has helped shape modern communications today. Even though it was launched in 2009, it continues to introduce timely and powerful updates that are designed to improve the overall experience of the user. 

The popularity of WhatsApp has continued to skyrocket throughout the years—this compelled WhatsApp to expand its services. They are no longer just limited to exchanging messages between family and friends; the application can now be used for both personal and business purposes

WhatsApp created different versions of their application to improve the customer service and company operations of specified fields like local SME businesses and large international enterprises through the WhatsApp Business App and WhatsApp Business API.

In this article, we’ll be talking about what WhatsApp is and how it differs from WhatsApp Business App, WhatsApp Business API, and how they’ve helped major corporations improve their customer services. 

WhatsApp is a free messaging platform that lets the user send text messages, make video and voice calls, and more just by connecting to the internet. With over 2 billion monthly active users and 500 million daily active users, WhatsApp is especially popular among those who live in different countries and want to stay in touch.

WhatsApp Business App on the other hand is a completely different version of the standard WhatsApp—although it works in the same manner. The main purpose of the WhatsApp Business App is to connect small local businesses and customers, rather than friends and family. WhatsApp Business API conversely is made for larger business and international enterprises that have multiple customer bases all over the world.

WhatsApp Customer Service has become an extremely essential tool that allows businesses to provide live chat and automation features to their customers for a more efficient and reliable customer service performance. AirAsia is just one of the global companies that utilize and benefit from WhatsApp’s customer service features. With the help of WhatsApp and Ada’s chatbot, Airasia was able to  increase its customer service rate to a whopping 98%

What is WhatsApp?

There are several features in WhatsApp that captured the attention of the public. For one, WhatsApp allows billions of users to send and receive calls and messages just by using the internet—making local and international calls to be absolutely free. Another benefit to using the WhatsApp app is that there are no sign-up fees and no data plan allowances to be anxious about. 

Those who have not tried WhatsApp may think that it’s nothing more than just a text messaging app—but little do they know that this application is a powerhouse that can do much more than just sending free text messages and calls. Here are a few of WhatsApp's unique features:

  • Desktop version: Even though the WhatsApp app is a mobile feature, it has a desktop version. 
  • Voice and video calls: Besides voice calls, WhatsApp also allows video calls that include a group function that allows up to eight participants in one call. 
  • Voice messages: Recoding voice messages can be sent to individual chats or group chats.
  • Photos and video sharing: Sending photos and videos is possible on WhatsApp since it doesn’t lower the quality. 
  • Secure messaging: WhatsApp utilizes end-to-end encryption. It’s a highly secured communication standard wherein only the people who are messaging have access to their conversation. 
  • Document sharing: WhatsApp allows you to send essential documents like PDFs, docs, spreadsheets, and slideshows with little to no effort. 

As of today, WhatsApp has over 2 billion monthly active users and 500 million daily active users around 180 countries; with this information alone, the demand for WhatsApp’s services doesn’t seem like it will be slowing down any time soon—making it the perfect platform for personal and B2C communication. 


What is WhatsApp Business?

WhatsApp’s popularity outside the business sector made it clear to everyone that the app is an important asset, especially for forward-thinking businesses. The pandemic has emphasized that businesses need an efficient messaging platform to service their customers and make sales. Because of this, immediate, personal, and global interactions between the company and the customer have turn out to be the key asset most businesses should have. 

In 2018, WhatsApp released WhatsApp Business—a version that only caters to local small businesses instead of using it for personal use. This genre provides companies a common messaging platform with customers who are also on the app and it allows them to use two accounts on the same phone instead of making another standard WhatsApp account. 

WhatsApp Business is packed with special features. One of them is the “Quick Reply” feature which allows employees to send pre-made replies regarding customer’s most commonly asked questions. Aside from this, WhatsApp Business also comes with automated welcoming messages and away messages to inform the customer, and more.

Countless companies are convinced that WhatsApp Business is by far the best platform to use since it allows them to send messages directly to their customers exclusively and free of charge—as long as they’re connected to the internet. The app is so popular that in 2019, WhatsApp announced a milestone: on average, there are about 650 billion messages were being sent using its app in just a single day. In addition, there are over 5 million businesses around the world that use the WhatsApp Business App as their main messaging platform and they still continue to use it today.

WhatsApp Business API?

While the WhatsApp Business is tailored for local small businesses, the WhatsApp Business API is specifically made for larger companies and enterprises that cater to various customers all over the world.  

The WhatsApp Business API is built for large, established companies that receive an immense amount of messages which the average Business App can no longer handle. One downside to this version is that the WhatsApp Business API can only be used on one phone or desktop per user. Although, the standard WhatsApp Business App is also limited in terms of automation. 

There is no question that the WhatsApp Business API is more robust than the WhatsApp Business App. It’s more useful to more prominent companies and a wiser investment for fast-paced international corporations. 

WhatsApp Customer Service: How are businesses using this channel?

Almost immediately, WhatsApp’s audience size makes it appealing for marketers. This is especially true if the business has outlets and a massive demand in countries like India or Brazil which have a whopping 150 million active users combined. But how exactly does a business maximize this channel? There are two ways: live chat and automation.

  • Live Chat through Whatsapp

The modern business competition is no longer limited between which company has the best product—the generation of customers today also look at the reply rate of each business. There are about 42% of people who message brands expect a reply in less than an hour. Additionally, a recent study found that the faster a business replies to a customer’s query, the higher the chance the customer will pay for their products. 

WhatsApp allows you to reply to a customer service request as quickly as possible; even if the person you’re talking to isn’t from the same state or country. Using WhatsApp provides a quick and easy messaging platform for the business; not to mention that it doesn’t require customers to be stuck on hold for hours. This makes WhatsApp a great partner tool for brands.

  • Automation through Whatsapp

There is also an option to add a chatbot to WhatsApp to boost a business’ customer service efficiency to potentially increase sales. Millions of companies around the world integrate chatbots into their WhatsApp app to answer the most commonly asked questions like: “What are your payment options?” or “How long will it take before I receive my order?” 

Installing a chatbot in your WhatsApp Business App or WhatsApp Business API App will provide your customers a 24/7 bot that answers their queries. With this, it can save you and your team time and energy in the long run. 

Examples of WhatsApp Customer Service In Action

AirAsia is one of the largest airlines in the world. As a global leader in customer service who catered to more than 100 million travellers to over 140 destinations every year, the demand for an automated messaging solution has become a business need instead of just an afterthought. 

AirAsia needed an easy self-service app that enables its customers around the world to stay connected with them 24/7. Aside from utilizing WhatsApps’s services, they also teamed up with Ada to implement a new strategy to scale an automated support system across several channels. 

Ada helped AirAsia to build and launch a 24/7 multilingual chatbot that is designed to guide customers with different nationalities across the brand’s website and app. In just a month, with the help of Ada, AirAsia was able to improve its customer service by 98%

Today, AirAsia’s guests can use the chatbot to access real-time flight status, update passenger information, book flights, and add ancillary products to a booking on their own.