You’re probably familiar with using WhatsApp Business for communicating with customers. We believe WhatsApp is an extremely user-friendly messaging application for people of all backgrounds. After all, WhatsApp can be used on all types of operating systems currently in use. However, have you thoroughly understood the advantages and disadvantages of WhatsApp Business?
Understanding these aspects is crucial for maximizing its potential. Especially where customer communication plays a pivotal role in advancing your business. Are you aware of the strengths and weaknesses of WhatsApp Business? If not, let’s dissect them one by one.
Introducing WhatsApp Business
WhatsApp Business is a WhatsApp application that can be utilized by small to medium-sized businesses to fulfill their communication needs, promotional activities, and maintaining relationships with their customers. As time progresses, WhatsApp Business has also been adopted by professionals as a primary channel for communicating with their clients.
Equipped with features tailored for businesses, this platform becomes an ideal solution for enhancing customer communication on a messaging platform that has become a part of billions of people’s daily lives. However, similar to other applications, WhatsApp Business has its own strengths and weaknesses. In this article, we will together dissect the advantages and disadvantages of WhatsApp Business.
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Advantages of WhatsApp Business
After learning about the drawbacks of WhatsApp Business, it’s important not to immediately dismiss it. WhatsApp Business also boasts a range of advantages beneficial for your business. Here are some of its strengths.
1. Ensured Message Security
WhatsApp employs end-to-end encryption, ensuring that messages can only be read by the sender and the receiver. This reduces the risk of important conversations being leaked or fraudulent activities. Thus, sending crucial messages, such as transaction receipts, can be done with greater confidence.
2. Automated Messaging Features
You can send automated welcome messages or greetings to customers when they initiate a conversation. These welcome messages are automatically sent when customers send their first message, creating a friendly impression.
3. Multi-Device Usage
WhatsApp Business allows usage on two devices simultaneously. By switching your WhatsApp Business mode to beta mode within the settings, you can achieve this. This enables message synchronization across both devices, enhancing accessibility and convenience.
4. Catalog Feature
For businesses in sectors like fashion, automotive, or those requiring an online catalog, this feature is immensely helpful. You no longer need to repeatedly send product photos to customers. Instead, you can simply prompt them to view your WhatsApp Business profile for product images.
It’s essential to understand that the drawbacks of WhatsApp Business can be minimized, while its advantages can be further enhanced. You can consider transitioning to WhatsApp Business API, especially if you’re operating on a larger scale where customer service is a current concern.
Disadvantages of WhatsApp Business
WhatsApp stands as the most widely used messaging application or social media platform with the highest number of active users. In Indonesia alone, as of January 2024, 90% of the population aged between 16 and 60 actively uses WhatsApp. With this data, it can be said that WhatsApp is the primary communication application for the target market of your products. Therefore, it’s crucial for you to truly understand WhatsApp Business, especially its drawbacks, outlined below:
1. Limited Message Sending Quantity
You can only send 5000 messages per month. This amount is clearly insufficient to accommodate your messaging needs, especially if your business operates on a large scale, such as online healthcare consultation services or tutoring. You need to verify your phone number to obtain a higher message sending quota.
2. Inability to Integrate with Other Applications
Without an API, WhatsApp Business cannot be integrated with other applications. Consequently, you won’t be able to monitor messages from multiple applications on one device. It requires multiple people to monitor messages coming from various social media platforms. This makes the work less effective and less efficient.
3. Affected by Office Hours
You won’t be able to respond to customer messages quickly on holidays. WhatsApp Business only allows sending one automated message. Subsequent messages will be responded to by customer service agents. However, customer inquiries can arise at any time, which ultimately disadvantages consumers.
4. Lack of WhatsApp Green Checkmark
WhatsApp Business accounts that are not verified do not receive the automatic green checkmark like WhatsApp Business API accounts. The absence of this verification symbol can affect the credibility perception in the eyes of some customers, especially during the current prevalence of WhatsApp scams, making customers more cautious about receiving messages from unfamiliar numbers.
5. Limited WhatsApp Catalog Feature
One of WhatsApp Business’s shortcomings is its limited catalog feature. WhatsApp Business can only display a few products in the catalog. If customers want to view other product catalogs, they have to open other applications such as the official website and e-commerce accounts. Consequently, there’s a high bounce rate and a decreased likelihood of converting sales.
6. Limited Agent Numbers
WhatsApp Business can only be used on two devices, namely smartphones and computers or laptops. This means that one number can only be handled by two agents at a time. If you want to increase the number of agents, you’ll need to create a new WhatsApp Business account.
READ MORE: How to Secure Your WhatsApp Business Account: 7 Vital Steps!
7. Limited Automation Features
Although it provides features for automated messages and quick responses, the automation function on WhatsApp Business is still basic. Compared to WhatsApp Business API, its automation capabilities are lower, especially if you desire chatbots or more complex message logic.
Transitioning to WhatsApp Business API
Through the discussion of the advantages and disadvantages of WhatsApp Business earlier, hopefully, you’ve reached the conclusion you need. Upon closer inspection, WhatsApp Business indeed has many shortcomings. If you feel that you’re not sufficiently aided by WhatsApp Business features, you can start transitioning to WhatsApp Business API.
WhatsApp Business API is generally an enhancement of the WhatsApp Business you’re already using. By utilizing WhatsApp Business API, you can reach more customers. Here are the benefits you’ll receive when using WhatsApp Business API:
1. Integration with Multiple Applications
API enables integration with various applications, not limited to social media for monitoring incoming messages, but also integration with CRM applications. This allows you to monitor communication movements on your sales lead prospects.
2. No Message Pile-up
WhatsApp Business API provides an Omnichannel dashboard useful for distributing messages ideally. Incoming messages will be automatically distributed to customer service agents promptly. This ensures that customer messages receive responses promptly and assists in responding to incoming sales leads quickly.
3. Unlimited Message Sending
WhatsApp Business API allows you to send messages without limits. When using WhatsApp Business API, your account is automatically verified and gains access. Additionally, you can create various customer message templates, making them more personalized. Message sending can also be automated and scheduled.
4. 24/7 Response
Through WhatsApp Business API, you can activate the auto-reply feature for customer messages. You can set up responses to commonly asked questions, referring to your product FAQ. This ensures your presence for customers without being affected by office hours.
5. WhatsApp Green Tick
The green tick WhatsApp or verification will be provided after you verify your WhatsApp Business API. You can start the verification process through Facebook Business Manager by entering necessary data. Required data includes official email address, address, and your company’s official website. Afterward, you just need to wait for confirmation from Facebook.
WhatsApp Business API Service by Qiscus
It’s time for you to consider switching to WhatsApp Business API service. With all the conveniences it offers, your customer service will run optimally. To enjoy WhatsApp Business API service, you can partner with Qiscus as the official WhatsApp Business API partner in Indonesia.
Qiscus is ready to provide consultation regarding your needs for implementing WhatsApp Business API. In addition to consultation services, Qiscus also offers after-sales services to address all your questions and concerns after the implementation is ready. Don’t hesitate, contact Qiscus here.
