{"id":39441,"date":"2017-04-24T00:00:00","date_gmt":"2017-04-24T00:00:00","guid":{"rendered":"https:\/\/newrcblog.wpengine.com\/whats-up-with-using-whatsapp-for-customer-care\/"},"modified":"2025-08-11T04:55:18","modified_gmt":"2025-08-11T11:55:18","slug":"whats-up-with-using-whatsapp-for-customer-care","status":"publish","type":"post","link":"\/us\/en\/blog\/whats-up-with-using-whatsapp-for-customer-care\/","title":{"rendered":"What\u2019s up with using WhatsApp for customer care?"},"content":{"rendered":"<p style=\"font-weight: 400;\">WhatsApp currently has\u00a0<a href=\"https:\/\/techcrunch.com\/2017\/07\/26\/whatsapp-status-stories-250-million\/\">1.3\u00a0billion montlhy active users<\/a>\u00a0worldwide, 9 million of which are in France according to<a href=\"https:\/\/www.itespresso.fr\/mediametrie-audience-internet-mobile-reseau-social-video-149247.html\">\u00a0M\u00e9diam\u00e9trie<\/a>. Every day, these users exchange\u00a055\u00a0billion messages \u2013 twice as many as are exchanged by SMS. Users also love using the app as a phone \u2013 to the tune of<a href=\"https:\/\/blog.whatsapp.com\/10000625\/WhatsApp-Calling-100-million-conversations-every-day?l=en\">\u00a0100 million<\/a>\u00a0voice calls per day!<\/p>\n<p><img decoding=\"async\" class=\"alignnone size-medium wp-image-30269\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/whatsapp-key-figures-july-2017_0-300x169.jpeg\" alt=\"\" width=\"300\" height=\"169\" \/><\/p>\n<p style=\"font-weight: 400;\">WhatsApp\u2019s success can be attributed to its ease of use and the fact that it\u2019s a free tool for communicating internationally as long as there\u2019s a wi-fi or 3G\/4G connection. Thanks to its messaging, voice calling, and group conversation features, the app has been widely embraced by users.<\/p>\n<h2 style=\"font-weight: 300;\">WhatsApp for business: testing has begun<\/h2>\n<p style=\"font-weight: 400;\">In India (WhatsApp\u2019s largest market, with 15% of its users), the enterprise app<a href=\"https:\/\/www.cnet.com\/news\/whatsapp-trials-new-business-app-in-india\/\">\u00a0WhatsApp for Business<\/a>\u00a0is still in the testing phase. The API that will allow companies to adopt this channel should be available in 2017.<\/p>\n<p style=\"font-weight: 400;\">Some businesses are already using WhatsApp as a customer service channel by either developing their own front-end solutions or leveraging <a href=\"https:\/\/gallabox.com\/whatsapp-marketing\">WhatsApp marketing software<\/a> to capture messages without relying on an API. However, because this kind of hack is not officially authorized by WhatsApp, businesses risk losing their investment. WhatsApp has not officially released a business product, and could decide at any time to:<\/p>\n<ul style=\"font-weight: 300;\">\n<li style=\"font-weight: 400;\">block this traffic, cutting businesses off from WhatsApp messages<\/li>\n<li style=\"font-weight: 400;\">change the technical interfaces or add new features during an update, which would require companies to rewrite or write new code<\/li>\n<\/ul>\n<p style=\"font-weight: 400;\"><strong style=\"font-weight: 400;\">Update 30\/08\/2017 :\u00a0<\/strong><a href=\"https:\/\/faq.whatsapp.com\/general\/26000052?lg=en&amp;lc=US\">WhatsApp has officially announced the launch of verified business accounts<\/a>, currently limited to a small number of businesses participating in a pilot program. This is one more step towards the rollout of a program dedicated to businesses.<\/p>\n<h2 style=\"font-weight: 300;\">WhatsApp vs. Messenger: What are the differences?<\/h2>\n<p style=\"font-weight: 400;\">We recently wrote about<a href=\"https:\/\/www.dimelo.com\/en\/blog-post\/why-messaging-future-of-customer-relations\">\u00a0the benefits of messaging for customer care<\/a>. Messenger and WhatsApp are two of the main applications you can adopt to capitalize on this trend. Companies already have the option to use the<a href=\"https:\/\/www.facebook.com\/business\/products\/messenger-for-business\">\u00a0Messenger for Business<\/a>\u00a0app for customer care.<\/p>\n<p style=\"font-weight: 400;\">Although WhatsApp and Messenger are both owned by Facebook, there are some differences:<\/p>\n<h3 style=\"font-weight: 300;\">1. Registration process<\/h3>\n<p style=\"font-weight: 400;\">Messenger lets users register in 2 different ways: with their phone number alone, or with their Facebook account, which requires more personal information.<\/p>\n<p style=\"font-weight: 400;\">WhatsApp requires only a phone number, which lets users get started very quickly. Registering with a phone number allows users to instantly find those of their contacts who have WhatsApp accounts. WhatsApp is more rooted in current mobile user behaviors, and is increasingly replacing traditional text messages.<\/p>\n<p><img decoding=\"async\" class=\"alignnone size-medium wp-image-30271\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/whatsapp-messenger-signup-300x208.png\" alt=\"\" width=\"300\" height=\"208\" \/><\/p>\n<h3 style=\"font-weight: 300;\">2. Features<\/h3>\n<p style=\"font-weight: 400;\">Both applications have many similar features: group conversations, file sharing, emojis, voice messages, and more. Messenger is developing additional features, such as games, payment, and geolocation, while WhatsApp continues to focus on essential features linked to messaging. With its plans to offer a business version of WhatsApp, however, Facebook is working on extending WhatsApp\u2019s features and capitalizing its popularity.<\/p>\n<p style=\"font-weight: 400;\">There are also differences between the desktop interfaces of the two: Messenger\u2019s interface is more complete than that of WhatsApp, which is more limited and less suited to this type of use.<\/p>\n<h3 style=\"font-weight: 300;\">3. Worldwide use<\/h3>\n<p style=\"font-weight: 400;\">WhatsApp is very popular in some countries where mobile plans do not include unlimited SMS messages, while Messenger is more widely used in countries that have a high rate of Facebook use.<\/p>\n<p><img decoding=\"async\" class=\"alignnone size-medium wp-image-30272\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/messaging-apps-similar-web-267x300.png\" alt=\"\" width=\"267\" height=\"300\" \/><\/p>\n<p style=\"font-weight: 400;\">It should also be noted that, because Facebook owns the leading messaging apps in<a href=\"https:\/\/www.similarweb.com\/corp\/blog\/worldwide-messaging-apps\/\">\u00a084% of the countries studied by SimilarWeb<\/a>, it is in Facebook\u2019s interest to maintain the differences that made each of the two apps successful in order to reach the maximum possible number of users worldwide.<\/p>\n<h3 style=\"font-weight: 300;\">4. Privacy<\/h3>\n<p style=\"font-weight: 400;\">When it comes to privacy, the encryption of conversations on WhatsApp remains an advantage compared to Messenger, since WhatsApp decided not to share its data with Facebook<a href=\"https:\/\/www.theguardian.com\/technology\/2016\/oct\/28\/whatsapp-pause-sharing-user-data-facebook-european-privacy-regulators-yahoo\">\u00a0following the warning of the Article 29 Data Protection Working Party<\/a>\u00a0(European privacy regulators)<\/p>\n<h2 style=\"font-weight: 300;\">Our recommendations<\/h2>\n<p style=\"font-weight: 400;\">Dimelo recommends waiting until the WhatsApp API is officially released for businesses. WhatsApp will then be easy to incorporate into the Dimelo Digital platform, which will enable companies to manage client interactions received through this channel in the same way they do other digital channels. With the API, companies will be able to interact with customers through WhatsApp with complete peace of mind.<\/p>\n<p style=\"font-weight: 400;\">Because Dimelo is an open platform, however, companies that do not wish to wait have the option to develop their own WhatsApp connector (internally or with the help of a third party), in which case they can then manage customer exchanges on Whats App through Dimelo Digital. It is possible to add channels that don\u2019t have an API using our Source SDK, although there are some risks to this type of integration.<\/p>\n<p style=\"font-weight: 400;\">We can see that, based on Internet user behaviors and the ways platforms are evolving, the major customer care trend at the moment is messaging. Communicating via WhatsApp will allow brands to truly adapt to their customers\u2019 behaviors by adopting the same communication method that they use with their friends and family. Like WeChat, WhatsApp could also ultimately evolve into much more than a messaging app to encompass multiple functions, such as shopping and payment. In order to capitalize on the popularity of this channel, it is therefore essential for brands to adopt WhatsApp as soon as its enterprise service is available.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>WhatsApp currently has\u00a01.3\u00a0billion montlhy active users\u00a0worldwide, 9 million of which are in France according to\u00a0M\u00e9diam\u00e9trie. Every day, these users exchange\u00a055\u00a0billion messages \u2013 twice as many as are exchanged by SMS. Users also love using the app as a phone \u2013 to the tune of\u00a0100 million\u00a0voice calls per day! WhatsApp\u2019s success can be attributed to its &#8230;<\/p>\n","protected":false},"author":291,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[18885],"tags":[],"class_list":["post-39441","post","type-post","status-publish","format-standard","hentry","category-ringcentral-newsdesk"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v19.3 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>What\u2019s up with using WhatsApp for customer care? | RingCentral Blog<\/title>\n<meta name=\"description\" content=\"WhatsApp currently has\u00a01.3\u00a0billion montlhy active users\u00a0worldwide, 9 million of which are in France according to\u00a0M\u00e9diam\u00e9trie. 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