The popular messaging service WhatsApp has transformed into a potent tool for commercial collaboration. Businesses increasingly use WhatsApp, which has over 2 billion monthly users, to communicate with clients, partners, and customers in a variety of ways.
WhatsApp has become the most sought-after medium for companies to offer customer care in India. Customers can simply contact companies via WhatsApp to get information, ask for assistance with issues or complaints, or request quick support.
Businesses routinely use WhatsApp to promote their products and services in an effort to boost sales. Customers can receive essential updates, notifications, and promotional materials from them. Additionally, WhatsApp gives companies the ability to organise consumer groups, send customised messages, and even conduct sales transactions directly on the app.
In this post, we will examine the differences between WhatsApp Messenger vs WhatsApp Business to determine which is the better option for providing the best possible customer service
Which Is Better, WhatsApp or WhatsApp Business?
Let’s examine the numerous drawbacks of using WhatsApp Messenger and how WhatsApp for Business might be able to help you get past them.
1. Lack of Professionalism
Using WhatsApp Messenger for business purposes may not present a professional image to clients because it is primarily intended for personal communication. There’s a chance that it lacks WhatsApp Business’ level of branding, customization, and business-specific features because WhatsApp Business is made with businesses in mind.
2. Limited Business Features
WhatsApp Business provides extra features designed specifically for businesses like automated messages, product catalogues, and quick replies that can improve the customer support experience. Because WhatsApp Messenger lacks these features, it may be more difficult to automate and streamline customer support procedures
3. Restricted Contacts
Businesses can only communicate with customers through WhatsApp Messenger who have added them to their contact list or who have started a conversation. This might make it more difficult to contact customers proactively or interact with new clients who haven’t added the company to their contacts
Maximize the power of real-time communication
Discover Exclusive Offers on WhatsApp
4. Limitations on Message Volume
WhatsApp Messenger has restrictions on how many users a company can send messages to at one time. This could limit the ability to communicate with many customers at once, especially during busy periods, which could affect the effectiveness of customer support.
5. Compliance and Privacy Concerns
Privacy and compliance issues may arise if WhatsApp Messenger is used for customer service. These issues relate to privacy and compliance with WhatsApp’s terms of service. WhatsApp Messenger is designed for personal communication; using it for business communications could result in compliance issues, as well as potential security and privacy risks.
6. No Official Verification
WhatsApp Business accounts can receive official verification, proving the legitimacy and reliability of the company. For WhatsApp Messenger accounts, this verification badge is not available, which may affect customer credibility and trust.
7. Limited Customer Insights
WhatsApp Business offers analytics and insights into customer engagement, message delivery, and customer interactions that can be used by businesses to evaluate the success of their customer support initiatives.
It may be difficult to measure and improve the performance of customer support given that these insights may not be present or may only be partially present in WhatsApp Messenger.
Now the question is which one to choose: whatsapp messenger or whatsapp for business? The answer would be none of them makes the best choice for business to offer the finest services.
Whatsapp business definitely stands as a better choice compared to whatsapp messenger. But, the best choice is to integrate WhatsApp API for customer support.
WhatsApp Business vs WhatsApp API
Let’s examine the many advantages of using the WhatsApp API for customer support.
a) Convenience for Customers
Businesses can reach their customers wherever they are by integrating WhatsApp API for customer support. WhatsApp is a popular messaging platform with billions of active users.
Through WhatsApp, a platform they are already accustomed to and at ease using, customers can communicate with businesses, making it convenient for them to engage in customer support conversations.
b) Real-time communication
Real-time communication is made possible by WhatsApp API, allowing companies to respond quickly to client inquiries, grievances, or problems. By promptly addressing their concerns, this can enhance customer satisfaction and loyalty and result in a positive customer experience.
c) Personalised Interactions
WhatsApp API enables companies to send customised messages and give customers specialised support.
A more individualised and interesting customer experience, which can increase customer loyalty and retention, can be created by businesses using customer data and preferences to send targeted messages, offers, and updates.
d) Efficiency and Automation
The WhatsApp API enables the automation of customer support procedures. For example, chatbots can answer frequently asked questions, offer automated responses, and gather pertinent data from customers.
By reducing response times and increasing overall customer support effectiveness, this can help businesses manage high volumes of customer inquiries effectively.
e) Enhanced Features
WhatsApp API provides extra features like message templates, session messaging, and multimedia support that are especially created for businesses.
By enabling businesses to send structured messages, rich media, and interactive content to customers. These features can improve the customer support experience and lead to more interesting and productive interactions.
f) Professional Branding
Companies can project a professional image by using WhatsApp API for customer support. Customers may feel more confident in the legitimacy and credibility of a business when it has a verified WhatsApp Business Account, which also improves customer support processes.
g) Analytics and Insights
Analytics and insights are made available to businesses by WhatsApp API, enabling them to track and evaluate customer interactions, message delivery, engagement rates, and other performance indicators.
Through data-driven decision-making and customer support strategy optimization, this can assist businesses in evaluating the success of their customer support initiatives.
In conclusion, Whatsapp Business and Whatsapp Messenger are two distinct versions of the popular messaging app. Whatsapp Business is specifically designed for businesses to engage with customers and offer features like automated messages and business profiles.
On the other hand, Whatsapp Messenger is the regular version used for personal messaging between individuals. Understanding the purpose and features of each version can help users make an informed decision on which one to use based on their needs.
Accelerate Your Startup Growth
Unlock the Opportunities
In a Nutshell
- Whatsapp Business is designed for businesses to communicate with clients, offer customer care, and promote products/services.
- Whatsapp Messenger lacks business-specific features and may not present a professional image for business purposes.
- Whatsapp Business provides branding, customization, automated messages, product catalogues, and quick replies.
- Whatsapp Messenger has limitations on contacts, message volume, compliance, privacy, and customer insights.
- Neither Whatsapp Messenger nor Whatsapp Business is the best choice for business customer support; integrating Whatsapp API offers more advantages.