WhatsApp Business App and WhatsApp Business Platform: what are the advantages?
Posted: Sat Jan 04, 2025 4:14 am
Instant messaging apps are all the rage! According to a 2020 Hootsuite and We Are Social study , 89% of Internet users worldwide regularly use mobile apps like WhatsApp for instant messaging. Faced with this craze, more than 5 million businesses have already adopted this famous application to stay in touch with their customers. Focus on the potential of WhatsApp Business App and WhatsApp Business Platform for businesses.
Instant messaging to manage your customer relationship
It's a fact: consumers now prefer to send a message to contact a brand when they have a free moment rather than picking up their phone. Customer relations are increasingly omnichannel today. It is the consumer who chooses the means of communication that suits them best by opting for either the telephone, email, social networks or instant messaging such as WhatsApp.
To respond to these changes in consumer behavior, companies must do everything they can to maintain conversations with their customers as often as possible and thus support them throughout the entire purchasing journey.
It is in this context that many companies have grasped the potential of instant messaging and are already using it as a central tool for their customer relations. Messaging
, or instant messaging, is a live chat that allows companies to communicate directly with their customers . The operation is simple: the customer sends a message via the application as they would to exchange with a friend and receives a response within a short time.
Indeed, instant messaging applications allow businesses to:
simplify exchanges with their customers;
create an optimal customer experience ;
build a relationship of trust;
increase conversion rates;
retain their customers.
Also read : Omnichannel chat: an efficient and cost-effective approach pakistan whatsapp list for contact centers in the financial sector
What are the differences between WhatsApp Business App and WhatsApp Business Platform?
WhatsApp Business App
WhatsApp Business App is a standalone version of WhatsApp that is primarily aimed at SMEs. Businesses can interact with their customers as they would through the standard WhatsApp app.
The goal of this professional version of the application is to allow brands to easily and instantly communicate with their customers. Among the advantages of WhatsApp Business App:
creating a professional profile and presenting the company (address, description, email address, opening hours, website);
setting up an automatic welcome message;
the creation of a product catalog;
prompt delivery of essential information, such as order confirmation and package delivery;
the ability to assist customers and immediately clarify crucial questions related to their purchases;
sorting customer messages and conversations through a label system (new customers, new orders, completed orders, etc.);
recording “Quick Replies” to quickly respond to support requests;
sending images, videos or documents;
access to statistics on messages delivered, received and read.
The app is easy to use for any business and it’s free. Additionally, WhatsApp incorporates security protocols like end-to-end encryption and two-factor authentication to ensure the safety of both consumers and businesses.
WhatsApp Business Platform
WhatsApp Business Platform goes further and further improves the communication of companies with their customers. It is a programming language interface. It is a paid tool designed for large companies that offers more features than WhatsApp Business App.
In fact, this release allows businesses to integrate WhatsApp with their internal solutions such as CRMs and customer support platforms, in order to simplify messaging automation and monitor customer experiences across all channels.
The big advantage of WhatsApp Business Platform is that it allows the company to manage multiple chats at the same time. Users can choose from 10 response options defined in advance by the company via their WhatsApp Business Platform account. This solution also allows sending messages in bulk and automating them.
With WhatsApp Business App, businesses are limited to sending one-off notifications, which prevents real customer follow-up. WhatsApp Business Platform offers more possibilities and variety in terms of the messages that businesses can send to their customers. For example, they can deliver a message to notify them when a product is back in stock. To access this solution, businesses must use a certified partner such as Esendex. WhatsApp Business Platform offers several API implementations.
Instant messaging to manage your customer relationship
It's a fact: consumers now prefer to send a message to contact a brand when they have a free moment rather than picking up their phone. Customer relations are increasingly omnichannel today. It is the consumer who chooses the means of communication that suits them best by opting for either the telephone, email, social networks or instant messaging such as WhatsApp.
To respond to these changes in consumer behavior, companies must do everything they can to maintain conversations with their customers as often as possible and thus support them throughout the entire purchasing journey.
It is in this context that many companies have grasped the potential of instant messaging and are already using it as a central tool for their customer relations. Messaging
, or instant messaging, is a live chat that allows companies to communicate directly with their customers . The operation is simple: the customer sends a message via the application as they would to exchange with a friend and receives a response within a short time.
Indeed, instant messaging applications allow businesses to:
simplify exchanges with their customers;
create an optimal customer experience ;
build a relationship of trust;
increase conversion rates;
retain their customers.
Also read : Omnichannel chat: an efficient and cost-effective approach pakistan whatsapp list for contact centers in the financial sector
What are the differences between WhatsApp Business App and WhatsApp Business Platform?
WhatsApp Business App
WhatsApp Business App is a standalone version of WhatsApp that is primarily aimed at SMEs. Businesses can interact with their customers as they would through the standard WhatsApp app.
The goal of this professional version of the application is to allow brands to easily and instantly communicate with their customers. Among the advantages of WhatsApp Business App:
creating a professional profile and presenting the company (address, description, email address, opening hours, website);
setting up an automatic welcome message;
the creation of a product catalog;
prompt delivery of essential information, such as order confirmation and package delivery;
the ability to assist customers and immediately clarify crucial questions related to their purchases;
sorting customer messages and conversations through a label system (new customers, new orders, completed orders, etc.);
recording “Quick Replies” to quickly respond to support requests;
sending images, videos or documents;
access to statistics on messages delivered, received and read.
The app is easy to use for any business and it’s free. Additionally, WhatsApp incorporates security protocols like end-to-end encryption and two-factor authentication to ensure the safety of both consumers and businesses.
WhatsApp Business Platform
WhatsApp Business Platform goes further and further improves the communication of companies with their customers. It is a programming language interface. It is a paid tool designed for large companies that offers more features than WhatsApp Business App.
In fact, this release allows businesses to integrate WhatsApp with their internal solutions such as CRMs and customer support platforms, in order to simplify messaging automation and monitor customer experiences across all channels.
The big advantage of WhatsApp Business Platform is that it allows the company to manage multiple chats at the same time. Users can choose from 10 response options defined in advance by the company via their WhatsApp Business Platform account. This solution also allows sending messages in bulk and automating them.
With WhatsApp Business App, businesses are limited to sending one-off notifications, which prevents real customer follow-up. WhatsApp Business Platform offers more possibilities and variety in terms of the messages that businesses can send to their customers. For example, they can deliver a message to notify them when a product is back in stock. To access this solution, businesses must use a certified partner such as Esendex. WhatsApp Business Platform offers several API implementations.