Customer Service via WhatsApp

Updated: July 31, 2023

Customer service via WhatsApp is a modern and convenient approach that allows businesses to interact with their customers directly on the popular messaging platform. With WhatsApp Business API or WhatsApp Business App, companies can respond to customer inquiries, provide support, and address concerns in real-time through instant messaging. This form of customer service offers a more personalized and efficient communication channel, enabling businesses to engage with customers on their preferred platform. WhatsApp's multimedia capabilities also allow businesses to share images, videos, and documents, enhancing the customer service experience. With the widespread use of WhatsApp worldwide, offering customer service via this platform can improve customer satisfaction, foster brand loyalty, and strengthen the relationship between businesses and their clientele.

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2019. Zendesk enabled customer service via WhatsApp


Last year, Zendesk made headlines by acquiring Smooch to enhance its messaging app integration capabilities. Now, Zendesk has exciting news to share: the integration of WhatsApp, the widely popular messaging tool, into its customer service toolkit. Smooch was an early adopter of the WhatsApp Business API program, which enables businesses using Zendesk to have a dedicated WhatsApp phone number. This integration holds significant importance considering the vast number of individuals who rely on WhatsApp as their primary communication channel. As part of the integration, the entire WhatsApp interaction experience seamlessly merges with the familiar Zendesk interface utilized by customer service representatives. Consequently, WhatsApp becomes an additional communication channel for them, further expanding their capabilities in providing efficient customer support.


2019. Zendesk acquired Smooch to improve support via messaging apps like WhatsApp



Customer support service Zendesk has completed the acquisition of Smooch, a startup renowned as an "omnichannel messaging platform." Smooch enables customer care teams to engage with individuals across various messaging platforms such as WhatsApp, WeChat, Line, Messenger, as well as SMS and email. The startup has been a long-standing partner of Zendesk, contributing to the development of features including Zendesk's WhatsApp Business integration. This acquisition highlights the significant impact that messaging apps have had on customer service. Although phone and internet remain crucial channels of contact, messaging apps have emerged as one of the most sought-after features requested by Zendesk's customers.


2019. WhatsApp’s Business app came to the iPhone



The WhatsApp Business app, previously available only for Android, has now been launched for iPhone users as well. This iOS version offers small business owners a convenient way to connect with their customers on smartphones. It provides various features, such as the ability to create detailed profiles with descriptions, email addresses, physical addresses, and website links. Additionally, the app offers messaging tools for efficient customer communication, including automated greetings, quick replies, and away messages. Furthermore, businesses can access WhatsApp Business from their desktop computers, which now include tools for chat organization, message filtering, and quick replies. As of January, WhatsApp had reported having 5 million business customers. The company generates revenue by charging Business API customers with high volumes of incoming messages.


2019. WhatsApp Business app added customer service features to its desktop and web apps



About a year ago, WhatsApp launched its dedicated app tailored for small businesses. Now, the company is enhancing the usability of the app on desktop and web platforms by incorporating several popular features that were previously exclusive to mobile devices. These additions encompass tools for organizing and filtering chats, as well as facilitating prompt responses to customer inquiries. One such feature is Quick Replies, which enables businesses to swiftly address common customer questions using pre-written responses. It joins a suite of other customer service features, including automated greeting messages triggered when a customer contacts the business account, and scheduled away messages for instances when immediate responses are not feasible.


2017. WhatsApp launched business-accounts



Messager WhatsApp, a messaging platform owned by Facebook, is currently conducting experiments to provide verified accounts to businesses. These business accounts will be marked with a green tick badge, similar to Viber, indicating that WhatsApp has verified their phone number as belonging to a business account. Additionally, WhatsApp will be launching a free app called WhatsApp Business, designed for small-to-medium sized businesses, although the specific features of the app have not been detailed. This enterprise solution will enable global companies to send valuable notifications to customers, such as flight updates, delivery confirmations, and other relevant information. At present, registration for a business account on WhatsApp is available only through invitation.