WhatsApp 2022 User Statistics states that the application has around 2.4+ billion active users worldwide and over 100+ billion messages that are sent every single day! Businesses globally are setting up WhatsApp to achieve greater customer reach and efficient customer engagement.
WhatsApp has been proven to be a huge addition for many organizations worldwide, irrespective of their size and kind. Post the release of WhatsApp Business API Integration on 19th May ‘22, 3CX got to work immediately to enhance this app on their platform. Some customers may argue saying, “But why not simply use WhatsApp Business?”
Read this blog to find out the Business WhatsApp limitations and how the 3CX WhatsApp integration features can overcome these limitations.
Ease Of Setup:
WhatsApp Business – Every business individual/group, downloads and uses WhatsApp Business. The WhatsApp Business application can be easily downloaded like any other app from the app store.
3CX WhatsApp API Integration – 3CX WhatsApp API integration may not be as easy to set up as it involves steps that are all fully documented in the WhatsApp integration guide. Users may need to spend an extra 30 minutes setting up the WhatsApp API integration platform, but it is guaranteed that the organization will benefit from so many additional features thus proving that spending the additional time was totally worth it.
Device Limits:
WhatsApp Business – A total of 5 devices can be connected at a time using WhatsApp Business. This includes – 1 physical device in which that app has been installed along with 4 other browsers that are linked by scanning the QR code in the app. For a small/medium office or enterprise organization with a distributed workforce, this device limit could be a major obstacle. For e.g. – Setting up WA Business on 4 other browsers, the admin will need to individually share the QR code with the physical device so that they can authenticate the employees’ browsers.
3CX WhatsApp API Integration – By integrating 3CX using the WhatsApp Business API, the admin can allow an unlimited number of agents to access/reply to messages. Although may sound hectic, the setup is very simple. When any new user is set up with a 3CX account, by default, they will receive a welcome email to log into their 3CX Web Client Portal no matter where they are or in what time zone they work. So, having a distributed workforce is no longer going to be a challenge.
Agent Ownership & Chat Management
WhatsApp Business – Cutting to the chase, WhatsApp Business does not have any chat agent ownership of chat management features. Message delivery is similar to that of a group chat. There is no function available for any specific agent to take ownership of a chat conversation thus making the company’s customer support cumbersome.
3CX WhatsApp API Integration – This is one of the most powerful features of the 3CX API integration. This feature allows an agent to take complete ownership of the chat conversation thus helping in delivering great customer service. Incoming messages could not only be delivered to a single agent but also to a group of agents without any number limit.
Upon receiving a message from any customer, the admin can either –
- Choose to have the agents manually ‘Take’ the WhatsApp chat by using the highlighted button or,
- Auto-assign the chat to the agent who responds first.
(Note – Only after taking/assigning the conversation will the agent be able to respond)
But what happens if a chat needs to be escalated from one agent to another? The answer is simple –
- The agent can Use the ‘Transfer’ button (1) and easily transfer the conversation to another agent.
- Once the conversation is transferred, the new agent will receive a full transcript of the chat. This will prevent asking the same questions again.
- Once a conversation has been finished successfully and the customer is satisfied, the agent can use the ‘Dealt With’ button (2) to keep the chat panel clear and archive the conversation.
Quick Response Templates
This is yet another powerful feature that creates and saves templates to speed up agent responses, so they are, as the name suggests, quick to access and share.
WhatsApp Business – WhatsApp Business’s custom quick replies are no doubt easy to set up, but they are not filterable. This means that an agent could take longer to find a quick reply instead of just typing it manually.
3CX WhatsApp API Integration – On the other hand, 3CX’s quick response templates are completely customizable and can be sorted or categorized into many different or unique categories depending upon the departments in your company. Also, they have over 16 different languages to choose from. Also, placeholders can be used to personalize the message templates. This will not only save agents time but also boost the overall customer experience. To know more about quick response templates, click here.
Message Delivery
WhatsApp Business – It may have happened to you that while using a web browser linked to a physical device, a message just does not get delivered and an error text pops up. WhatsApp’s help center says that sometimes one might see the above message in place of a message you sent or received. This may occur due to end-to-end encryption, and you might need to wait for a little longer for the message to arrive on your linked device. This is a possibility when either you or the person you’re chatting with are using an older version or may have recently reinstalled WhatsApp. To speed up the process, WhatsApp’s help center suggests a few steps, however, needless to say, the entire process could be very hectic.
3CX WhatsApp API Integration – 3CX gets WhatsApp messages delivered every time. There is no tie to a physical phone device to check messages. Users can simply answer WhatsApp messages from any 3CX client including mobile apps, desktop apps for Windows and macOS, or 3CX web client.
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WhatsApp Business can prove to be a fantastic addition to your organization’s communication channels no matter its size. Whether you are a small or medium-sized business with few agents replying to messages or a large enterprise with hundreds of agents working, the WhatsApp 3CX API integration will definitely set you apart!
Bits Secure IT Infrastructure LLC is a leading 3CX platinum partner in the UAE and Oman regions.
Interested in 3CX? Contact us today and start reaping the benefits of 3CX as your effective business communication tool. Connect with BITS Secure on Facebook, Twitter, and LinkedIn to receive the latest news on 3CX features and updates!
