On the other hand, smaller businesses that offer goods and services use a dedicated business app from WhatsApp to respond to customer queries.
For larger companies, WhatsApp also offers an interface (API) for customer support systems or inventory management software instead of a smartphone app, which can be used to handle a larger number of customer requests.
WhatsApp Business grows
WhatsApp Business was launched in January 2018. Since then, the service has developed dynamically. According to WhatsApp, more than 175 million people now send messages to a WhatsApp Business account every day.
Among the first customers of the service were Vodafone Germany and the Spanish airline Iberia, which have so far mainly used WhatsApp chat to respond to customer queries.
WhatsApp Business' interface is also used by startups like Twillo, MessageBird, Yalochat and Infobip, which use it to offer their own cloud communication platforms for their commercial customers.
WhatsApp COO Matt Idema said the Corona pandemic has made it clear that businesses need fast and efficient ways to serve their customers and make sales: "WhatsApp has become an easy and convenient resource during this time."
The task now is to expand the service. WhatsApp will expand the possibilities for consumers to find out about available products and make purchases directly from a chat. (SDA)