Soprano recognised as a ‘CPaaS Leader’ by Quadrant Knowledge Solutions Get the report

Why you should use WhatsApp for customer service

whatsapp for customer service 1

WhatsApp for customer service has become a must-have for companies of all sizes and industries. With more than 2 billion active users, it is an excellent mobile channel to boost customer satisfaction and improve sales.

The world is changing so fast that many ways businesses used to communicate with their customers are not working anymore. People don’t want to wait minutes on hold, speak with more than one person to solve a problem or receive phone calls.

What people want is to text brands. According to WhatsApp, customers are more likely to purchase if they can message a business. And here is where WhatsApp Business comes in.

There is no doubt that WhatsApp is one of the most popular messaging apps in the world. It started as the preferred mobile channel for personal communication in real-time. But over the last few years, most people have started using it to get business done.

With the rise of WhatsApp Business and WhatsApp Business API, companies are taking advantage of the great benefits of WhatsApp. So, if you have customer service issues and don’t know how to solve them, please keep reading.

More than 175 million people everyday message a WhatsApp Business account.

whatsapp for customer service
whatsapp for customer service

WhatsApp Business App vs WhatsApp Business API

From a mobile device, WhatsApp Business App allows small companies to create a business profile and send product catalogues and quick responses to their customers. With WhatsApp Business API, medium and big companies can integrate WhatsApp into their existing IT systems to send and receive massive customer messages.

Nowadays, there are more than 50 million WhatsApp Business app users. It’s a great mobile channel for small companies because it’s easy to use (they only need a mobile phone) and gives a more professional profile to their business.

But WhatsApp app lacks crucial functionalities that bigger companies need, such as multi-user and advanced automation. That’s why medium and large companies prefer to use WhatsApp API to scale sales and customer support.

With the API, companies can offer customers a complete experience, where they can receive information, research, buy, and receive support from customer service if it’s necessary – all from their mobile phones.

Why should you use WhatsApp for customer service?

  • WhatsApp allows rich interaction: With a WhatsApp Business API, you can create configurable templates, scripted conversations, and manage lists and consent. Unlike SMS, you can send your customers documents in pdf, images, videos and more to deliver a great customer service experience.
  • WhatsApp is engaging: Your customers want to interact with you in the mobile channels they are already using. Allowing them to communicate with you and receive support from WhatsApp – their favourite app – enables you to create with them more meaningful interactions.
  • WhatsApp means immediacy: With WhatsApp API, your business can be there for customers 24/7. For example, you can integrate AI chatbots to automate responses and help them quickly when needed.
  • WhatsApp is secure: Thanks to its end-to-end encryption, WhatsApp communication is private and safe. It also has communications policies to avoid spam and make customers feel comfortable.

WhatsApp API is also great for improving sales

WhatsApp for customer service is great, but you should also take advantage of it to improve your sales. Thanks to the catalogues’ feature, businesses can share their products and services efficiently and attractively

Each month, more than 40 million users view a WhatsApp business catalogue.


It’s also one of the best WhatsApp API features because people can share it with their family and friends with only a click.

Ready to boost your customer service and customer experience? Discover more about the power of Soprano’s WhatsApp Business API.