The Difference Between WhatsApp Business vs WhatsApp Business API

You must have heard about WhatsApp Business API and must have confused it with WhatsApp Business, right? When the idea of using WhatsApp to upscale sales arises in a medium to large-scale business, they redirect to WhatsApp Business API.

Confusing, it may seem a bit difficult to understand–but we are here to explain it as simply as possible. WhatsApp has two types of services—WhatsApp Business and WhatsApp Business API. Both services come with a purpose to help brands communicate with their customers; however, when it comes to functionality, it is important to understand the difference.

With over 3 billion active users a month, WhatsApp is undoubtedly the most popular messaging app in the world. However, we are here to learn the difference between WhatsApp Business App and WhatsApp Business API.

WhatsApp Business App:

You must have an understanding of WhatsApp, but there are two routes that you can take for your business. WhatsApp Business App provides better customer support in a more professional manner. You can download it for free, and it is available for both IOS and Android. Basically, the WhatsApp Business App is designed for small business owners—they can interact and engage in a more sorted manner with their customers. Just like the standard WhatsApp, you can share photos and messages and create a connection with your customers. You can add your business address, email, website, and social media links to your business profile.

But what are the limitations?

Similar to standard WhatsApp, it has limited message automation. Does not support multiple messages or company business hours. The chat administration is done manually. If you think that it supports integration, then it does not, which is the reason why it is not suitable for medium to large enterprises.

Another limitation is the response time, as the app is totally dependent on data from a mobile device or Wi-Fi. All in all, it does not support the high demand for messages.

Coming Back to WhatsApp Business API….

WhatsApp Business API, also known as WhatsApp Business platform, is without any second thought and is ideal for medium to large businesses and SMBs looking to upscale. However, it is not standard like WhatsApp Business and WhatsApp; a certain service amount is charged, and after that, you will be able to integrate WhatsApp Business API with your system, CRMs and chatbots.

It is much more than WhatsApp Business; it allows you to access more functionalities, send automated messages, and create customer chatbots to engage with your customers. We won’t be exaggerating if we put it like—it is ideal. However, you need to use a reliable third-party WhatsApp Business API provider to start revolutionary interaction with your customers.

And do you know? WhatsApp has a direct open rate of 98%, whilst email stands at 17-28%

Let’s look closely at the key features of WhatsApp Business API.

  • Official Business Presence:

    By means of WhatsApp Business API, businesses can achieve their objective of appearing on WhatsApp as well-known companies with verified business profiles. This, in turn, helps to build cultural equity and loyalty amongst customers.

  • Two-Way Communication:

    Companies now can be open to dialogue with their customers that log into two-way conversations, casual discussions, and technical support. These tools make it easier for businesses to render individualized customer service and solve problems in real-time.

  • Automated Messaging:

    The API has developed auto-messaging with pre-loaded templates, enabling businesses to send messages like updates, notifications and reminders to customers. It helps enable the working of a communication process that is more precise and effective in this aspect.

  • Rich Media Support:

    These forms of advertising allow local enterprises to send different kinds of media, which can be textual, visuals and videos, as well as audio, an important way to successfully engage the customer and effectively transmit information.

  • Message Analytics:

    WhatsApp Business APIs give insight and analysis of message delivery statistics, as well as open rates and customer engagement metrics. The information acquired by this method can enable businesses to point out that their communication aspects work and that proceeding measures can be made.

  • Integration with CRM Systems:

    The API connects with CRM (Customer Relations Management) systems and other operational instruments, allowing the whole communication control system to work without human intervention.

  • Security and Compliance:

    WhatsApp, in particular, focuses on the privacy and data protection of the users. The API is equipped with functionalities such as end-to-end encryption. Businesses will likewise have to abide by WhatsApp’s rules and regulations to maintain compliance.

Benefits of WhatsApp Business API:

  • High-Engagement Rate:

WhatsApp has a strong user engagement base; you track whether the users open and read the message. This is what makes it a vital instrument for businesses to get through to the right target and communicate needed stuff. For example, A retail store uses WhatsApp Business API to inform and track deliveries and give personalized product recommendations to customers. It elevates the level of customer service, creating a customer base that is different from that of regular stores.

  • Real-time Customer Support:

Through the WhatsApp Business API, businesses are now able to provide instant customer support as they can answer inquiries, complaints, and any other issues that their customers might have in a timely manner. Operators, through the live chat or putting customers in touch with human representatives to provide prompt assistance and guidelines.

The customers’ satisfaction and loyalty increase due to the speed of the internet and the responsiveness, which is missing in other service provision enterprises. For example:

A telecom network reaches customers on the go by using WhatsApp to instantly invite feedback about its plan options or troubleshooting problems with its services. Customers have now become very much inclined to either text in or speak to the company support team directly, which eventually speeds up the process of finding solutions.

  • Cost-Effective Communication:

The WhatsApp messages are more accurate as compared with traditional SMS or phone calls for international ones. This cost efficiency helps the business communicate more frequently with its customers. However, there will still be an opportunity to increase the communication budget after that. For example: If you are a travel agency, you will be able to send pre-travel notifications, itineraries, and travelling advice to your customers on WhatsApp. Through the ability to use WhatsApp to send cheap messages, the department cuts down on the costs related to short message service or the use of a phone to communicate with customers internationally.

  • Increased Brand Visibility:

The business can get its products, services, offerings, and events displayed bacross millions of people’s perspectives if it makes use of WhatsApp status updates. Frequent updates help people remember the brand, and as a result, such a brand can achieve more brand awareness.

Consider a restaurant sending occasional updates on special dishes, frequent offers, and weather announcements to customers through status updates on WhatsApp. Besides regular status updates, which keep the brand up and lead people to eat in or take out daily, the restaurant can also hold occasional contests that help it attract customers and increase its sales.

  • Personalized Marketing Campaigns:

The WhatsApp Business API empowers businesses to send individualized messages, coupons, and personalized recommendations to customers based on their preferences, earlier purchases, and demographics. Tailored marketing programs develop interest and convince potential buyers to keep in touch and make a purchase by putting the right content out there for each individual.

Companies may operate on WhatsApp platforms and send media files as well and they may develop multimedia and engaging campaigns that will effectively resonate with their target audience. The business knows the history of a client’s purchase; they can send a personalized product recommendation and exclusive offers via WhatsApp Business API.

 

Purpose WhatsApp Business WhatsApp Business API
User Small Scale Business Medium-Large Enterprises
Features Business profile, Automated messages, Broadcasts (Limited) Broadcasts (Unlimited), Chatbots, Analytics, Integrations
Cost Free Usage based service charges
Platform App or Desktop Solution Provide Interface
CTA No Various type of buttons
Integration No Support Integrations

 

The above chart clearly explains the differences between WhatsApp Business and WhatsApp Business API—Now, you can decide between the two depending upon the nature of the business and the intended use.