First, there was WhatsApp, a chat app service officially launched in November 2009 (1). It has skyrocketed to become the world’s most popular messaging platform, with over 2 billion monthly users (2); and every day more than 100 billion messages are sent on WhatsApp, talk about impressive (2).
WhatsApp for Business empowers businesses to build relationships and elevate customer service through direct, real-time online communication. With its diverse multimedia capabilities, businesses can effortlessly share texts, images, videos, and documents; whether it’s for product demonstrations, marketing, order confirmations, or delivery updates.
Now, let’s dive into OmniChat—a buzzword that’s making waves for all the right reasons. This one isn’t just noise; this one will help to keep your business from being left behind. So, when we mention “OmniChat” alongside “WhatsApp for Business”, we’re essentially talking about integrating WhatsApp into an omnichannel communication strategy—fully API-driven and no mobile number required. This approach acknowledges the changing preferences of customers to interact with businesses in the same way they communicate with family and friends.
With an Omnichat approach, your customer conversations across WhatsApp for Business, and your other communication channels such as email, SMS, and social media all funnel into one central unified platform. This means your customers can chat live with an agent or get automated responses from a chatbot, and, thanks to clever routing courtesy of Omnichat, enquiries are automatically directed to the right team member, giving your customer a great experience. Customer communications can come back to just one user – or even to a whole team be it sales, service, customer care, success, quality & compliance ~ you decide.
When a team member is on their well-deserved holiday or not at their desk, by using the out-of-office setting your team can redirect enquiries to colleagues or a designated team, or even the whole team, ensuring no lead slips through the cracks.
There are so many features to talk about that we could easily get carried away and turn this blog post into a dissertation so we’ll keep it simple with WhatsApp for Business API: Omnichat key features…
- Business Profile: Set up a profile with all your important information like what you do, how to reach you, and your website.
- Messaging Tools: Use quick replies, and labels or let the system do the talking with automated messages.
- Integrations Galore: Easily integrates your preferred apps and technology stack into a unified hub.
- Chatbots on Duty: Let the bots handle customer questions or qualify leads.
- Team Access Made Easy: Everyone can jump into the conversation from one login, keeping everyone in the know.
- Click to Chat: Make chatting with your team easy for your website visitors with just one click.
- Dig into the Data: Get fancy with analysis and reporting to see what’s working and what’s not.
- Bulk Contacts: Import all your contacts from your CRM or mailing list to send out promotions or updates.
- Stay in the Loop: Tag contacts for mass notifications and marketing blasts.
- Template Message Manager: Create templates to keep your messages consistent and add that personal touch.
- Never miss a call: By adding within a message the ‘best number to call should you wish to talk to us’ we can move these calls across to your telephony platform, providing professional business routing, call recording, and those all-important business analytics.
- Stay organised: You may be wondering how your team would handle all the countless messages flooding in, without getting in a muddle, they’ve thought of this too, with organisational tools such as labels and folders.
- GDPR: OmniChat delivers a fully managed, GDPR-compliant, and centralised WhatsApp business messaging solution allowing you to safely and securely message customers within WhatsApp.
So, welcome to the realm of OmniChat and our trusted ally, WhatsApp for Business—a dynamic duo poised to help elevate your business goals while connecting with customers on their preferred platforms. So whether you’re a small business nurturing customer relationships or a large enterprise scaling your operations you can explore the possibilities of Omnichat for WhatsApp for Business by contacting our super-friendly team. So give us a call at 01590 278278 call our free-of-charge sales line at 0800 8403688 or drop us a line at [email protected].