Meet the WhatsApp Channel – Support Your Customers on the #1 Messaging App

With over 2 billion users , WhatsApp is the world’s most popular messaging app. Even for those not using it, the words “messaging” and “WhatsApp” are nearly synonymous.

By adding WhatsApp as a support channel, you can reach your customers on the messaging app that they’re already using to stay in touch with family and friends.

With Userlike, you can offer WhatsApp alongside website chat and other popular messaging apps, while receiving and answering all your messages from one hub - the Message Center.

WhatsApp and Userlike – a perfect match

Userlike's WhatsApp channel relieves your customers from the need to go to your website to reach you. Instead, they can contact you in the app through which they are already constantly in touch with their family and friends.

All brands aim for top of mind awareness among their customers. They want customers to think of them as a friend. Being added as a contact on WhatsApp doesn't automatically make you a friend, but it's a good place to start.

An increasing number of innovative players have already started with WhatsApp support, including KLM , Unilever’s Hellmann’s and luxury hotel chain Steigenberger .

The advantage of connecting WhatsApp to Userlike is that Userlike, unlike WhatsApp, is built for customer support. Relying on WhatsApp's browser messenger to offer customer support is like using a fax for newsletter marketing. It leads to inefficient service. And we don't like inefficiency.

Userlike's Message Center, on the other hand, has been engineered precisely for service efficiency. It contains all your customer interactions with all your contacts from all your messaging channels. Your support agents can answer them from one single place, empowered by the Message Center’s great overview and potent efficiency features.

An illustration of the Conversation list in the Userlike Message Center.

The Message Center can be connected to WhatsApp, but also to your Userlike website chat and other messaging channels like Telegram, Facebook’s Messenger and SMS. WhatsApp may be the market leader, but your customers are distributed among the messaging apps. With Userlike, you can reach your customers over the most important ones.

Ways to use WhatsApp for your business

WhatsApp for sales

The most evident place to use WhatsApp – on your customer’s way toward a purchase. It’s an exclusive channel to consult them in their product choice. This is especially true for products and services with longer sales cycles. Whenever a question or doubt arises, they can send you a message and receive a reassuring message.

Read more about how to use WhatsApp for sales.

WhatsApp for support

By adding your WhatsApp Service number to your checkout page or confirmation email, you give your customers a low-barrier channel to ask about their order. KLM already use WhatsApp like this. They send their customers booking confirmations, boarding passes and flight status updates via messenger.

Image of KLM using WhatsApp as a support channel.
KLM sends boarding passes and flight updates to customers via WhatsApp.

WhatsApp for recruiting

In the war for talent, WhatsApp can be a powerful weapon. The low-barrier nature makes it a perfect channel for applications and follow-ups. When combined with chatbots, you can even automate part of the application process.

Read more about how to use WhatsApp for recruiting.

WhatsApp for physical shop support

Now, this is one we are excited about because so far WhatsApp’s use has been restricted to the e-commerce arena. Businesses like Lidl are turning the tide, however, by offering fast support for day-to-day queries “for on-the-go shoppers”.

Through the chat app, people who are on their way to or are at the supermarket can expect an answer to their everyday questions within half an hour.

With WhatsApp’s announcement that they are expanding ways for customers to check out available products and make purchases right from a chat, this will make it easier for other businesses to follow in the footsteps of Lidl.

WhatsApp for marketing

Maybe you are running a campaign that makes your prospects curious. Adding your WhatsApp number to the ad so they can follow up directly can be a good way to power boost your ads.

In 2019, to help recreational sports teams to replace unreliable teammates, Adidas opened up a WhatsApp hotline. By messaging ‘PRED’ to the “Rent-A-Pred” hotline, London teams were able to apply for a high-skilled player (wearing Adidas’ Predator 20+ Mutator shoes) to be sent out to their game.

Those are just some ideas to get you started. For more, check out our post 7 Ways to Use WhatsApp for Business.

What about data privacy?

Despite WhatsApp’s switch to end-to-end encrypted chats, data privacy concerns remain the elephant in the room when talking about the Facebook-owned messenger app.

With Userlike, all of your conversations are securely handled and protected in a GDPR-compliant setup . When you decide to connect WhatsApp, your conversations on this channel will inevitably pass through their servers. As WhatsApp explains here , all WhatsApp messages are secured with end-to-end encryption. This means that nobody but you and your customer can read them, not even WhatsApp.

We’re constantly reviewing WhatsApp’s current setup and stance on data privacy to make sure your conversations with customers via Userlike are safe and sound on any channel you add.

How to get started with WhatsApp

If you're interested in getting started with the WhatsApp API through Userlike, get in touch with us through this form. Our support team will then be in touch with you to guide you through the WhatsApp API application process.

Go tell the world

Your WhatsApp channel is up and running? Great! Then go inform your (potential) customers about your brand new contact option. Spread the word on social media or link to the WhatsApp channel from your website’s contact page and your email footers.