What is WhatsApp Business?
In addition to the classic WhatsApp messenger service, which the majority of us use on smartphones to chat privately with friends and family, WhatsApp Business has also been around for several years. This is a special version of the WhatsApp application that especially for companies was developed to customer communication to facilitate.
WhatsApp Business can be used either as app (WhatsApp business app) or as API (WhatsApp business platform), i.e. as a programming interface. Which of the two applications is most suitable depends primarily on the size of the company and the respective area of application.
The features of WhatsApp Business
Using WhatsApp Business enables companies to, with the help of numerous functions selling products to customers who customer loyalty to strengthen or even provide classic customer service services:
Setting up a company profile
Companies can set up a profile that includes basic information such as address, opening hours, website, and a brief description of the company.
Automate messages
WhatsApp Business offers the option to automate messages, such as welcome and absence messages.
Writing predefined answers
Recurring questions can be processed quickly and easily using ready-made answers.
Message analysis
WhatsApp Business provides statistics on Message analysis which, among other things, provide insights into the number of messages sent, delivered and read.
Create labels and folders
Labeling messages and dividing messages into folders helps companies with organized, structured and clear customer communication.
Setting up a product catalog
By adding a product catalog, WhatsApp Business makes it possible to present products and services directly in the chat.
Contact list management
Companies can organize and manage their contact lists to effectively track and maintain customer contacts.
Integrate with other applications
To utilize the full potential of WhatsApp Business, it's a good idea to integrate the application with other tools.
Getting started with WhatsApp Business — that should be considered
In order to get started with WhatsApp Business, it is important to know some special features of the application. Especially about the Differences between the WhatsApp Business app and the WhatsApp Business platform (API) you should be well informed so that you can use the ideal solution in your own company and take full advantage of the benefits of the application.
WhatsApp Business App vs. WhatsApp Business Platform
In contrast to classic WhatsApp, both the WhatsApp Business App and the WhatsApp Business Platform (API) are designed to be used by companies. However, the two applications differ significantly in the area of functions, who Target group and the Data protection.
WhatsApp business app
The WhatsApp Business app is a free tool for mobile devices (Android and iOS), primarily for small and medium-sized enterprises was designed and enables direct communication with customers. Although the app offers features such as creating a company profile, setting automated messages, composing quick answers and analyzing messages, its capabilities and Usage options However limited.
So the WhatsApp Business app can only be used on a mobile device can be used at the same time because it is designed to be used by only a single user for business purposes. In addition, the app can be installed on four other desktop devices (or ten devices with a premium subscription), but they must all be linked to the same number. The WhatsApp business app is therefore only suitable for companies with a low and medium communication volumes.
Probably the biggest disadvantage of the WhatsApp business app is that it not fully compliant with data protection regulations is. This is due, for example, to the fact that the tool automatically reads out all contacts and their telephone numbers that are stored on the smartphone. For companies that 100% GDPR compliant Unfortunately, the WhatsApp Business app is therefore not suitable.
WhatsApp business platform
The WhatsApp business platform is a interface (API), which is a integration enabled into existing CRM or customer support systems. Since the API does not run on mobile devices but on servers of the respective companies and the use can also be approved for several users, the WhatsApp business platform primarily at large companies and corporations.
The use of the WhatsApp business platform is therefore worthwhile for companies with a high Support volume, the one automated and scalable communication solution require. The API has a wider range of functions than the app and offers, for example, a central inbox, use on many different devices or a connection to a chatbot solution.
In addition, the WhatsApp Business Platform differs significantly from the WhatsApp Business App in terms of data protection. comprehensively GDPR-compliant is, it is significantly better suited for professional and secure use in a business context than the business app.
WhatsApp Business API: What is the difference with the platform?
The WhatsApp Business API is nothing more than the WhatsApp Business Platform. This is a programming interface that allows WhatsApp Business features to be integrated with other tools, such as CRM or customer service software. The WhatsApp Business API is chargeable and is particularly suitable for large companies that need a scalable solution for customer communication.
Is WhatsApp Business possible on multiple devices?
Yes, WhatsApp Business can be used on multiple devices.
Die WhatsApp business app can be used on a mobile device and four other desktop devices. In the premium version of the business app, even 10 more devices can be added. However, all devices must be linked to the same phone number via a single account.
Die WhatsApp business platform On the other hand, it can be used on any number of devices with different accounts and multiple users.
Can WhatsApp Business respond automatically?
Yes, WhatsApp Business allows you to set up automatic replies.
This feature is available for the following message types:
- Welcome messages: This is a message sent to customers when they first contact the company.
- Absence messages: Absence messages are sent to customers when the company is unavailable outside business hours.
- Quick answers: Hereby Preformulated answers to frequently asked questions are meant.
However, it should be noted that the “automatic responses” feature is the simplest form of automation. It is certainly practical, but cannot be compared with technologies that have a very high level of automation. One example of highly automated tools is AI-based chatbots, which are based on Generative AI Be able to generate texts independently and freely, learn from conversations with their users and constantly develop.
Is there a difference between WhatsApp Business and WhatsApp?
Yes, there is big differences between traditional WhatsApp and the special WhatsApp Business version.
Die classic version of WhatsApp is only suitable for private use and should never be used for corporate purposes in customer communication. Not only the lack of functions, but also the lack of GDPR compliance would be damaging to companies. Most users use WhatsApp on their smartphones, but there is also a web version.
WhatsApp Business On the other hand, it was developed specifically for companies and can therefore be used as a communication channel for customers. However, while the WhatsApp Business app, just like the WhatsApp app for private individuals, is not GDPR-compliant, the WhatsApp Business Platform (API programming interface) can be safely used for customer communication, as it meets the requirements of the General Data Protection Regulation.
The differences between WhatsApp and WhatsApp Business therefore relate primarily to Scope of application And the Target group.
How much does WhatsApp Business cost?
WhatsApp Business is available in both a free and paid version.
- Die Basic version of the WhatsApp business app is free of charge and can be easily downloaded from the App Store and Google Play Store.
- Die Premium version of the WhatsApp business app is chargeable and can only be used by selected users. If the “Premium” menu item appears in the app settings, the (trial) subscription can be concluded. The prices for the premium version are not publicly available.
Die WhatsApp business platform (API) is also chargeable. The costs are calculated per entertainment and by entertainment category and are for all countries and currencies in the current price list available from Meta.
The benefits for businesses with WhatsApp Business
High range
The figures speak for themselves: WhatsApp counts 2 billion monthly users all over the world and is therefore the most used messenger servicethat exists. It can therefore be assumed that the majority of customers are very familiar with how to use the tool and that the inhibitions to use it are virtually zero. Thanks to WhatsApp Business, companies therefore have the opportunity to get in touch with a large number of customers.
Strong customer loyalty
With features such as quick answers, automated messages, and message analysis, the customer service are significantly improved, which has a positive effect on customer loyalty. Customers can use one of them known communication channel Get in touch with the company and get quick answers to your questions.
Good interaction options
With personalized offers, membership rewards, support, and predefined answers, companies can proactively Reach out to customers and thus increase interaction with customers. This can also have a positive effect on customer satisfaction and have an impact on customer loyalty.
moinAI x WhatsApp Business — the ideal chat symbiosis
WhatsApp Business alone offers some benefits, but the tool's potential can even be expanded when connected to a high-quality AI chatbot solution such as moinAI. This is how the combination of moinAI and the WhatsApp Business API offers the perfect symbiosis:
- High level of automation: With WhatsApp Business alone, only a small portion of the answers to Automated customer inquiries become. In order to achieve an even higher level of automation, an AI chatbot should be used that is available 24/7 and does not create any service gaps.
- Relieve customer service: WhatsApp Business can only have a positive effect on customer communication if there is appropriate capacity to use the channel. An AI chatbot can be used so that customer service, which is already busy, is not burdened with additional tasks. He does most of the work and only hands over complex inquiries to a service employee (keyword: Human Takeover).
- 100% GDPR compliance: In order for a company to be 100% GDPR-compliant, all tools that are integrated into business processes must also comply with European data protection regulations. The issue of data protection is very important to moinAI - the combination of the WhatsApp Business API and moinAI therefore guarantees 100% GDPR compliance.
- scaling: To be able to roll out the WhatsApp Business communication channel across the board and the quality of customer support when the volume of communication increases at a consistently high level To keep up, the introduction of an AI chatbot is worthwhile. In contrast to service employees, this is not only available on weekdays, but also on weekends and public holidays and can process any number of inquiries at the same time.
Find out all the benefits of AI chatbots by reading our free chatbot guide. 👇
