If you’re working remotely or from home during lockdown because of COVID-19 (Coronavirus), you’re going to need an effective but compliant method to stay in touch with your clients & customers. Stitch can help, read below to find out how.
If your business is attempting to operate with a BAU attitude during lockdown but your workforce is working remotely or from home, you could definitely benefit from using our services to stay connected with your customers and clients during these uncertain times. You could also use our services to respond to new equiries quickly, ensuring you capture as much business as possible during this very competitive time.
Our business WhatsApp solutions take advantage of WhatsApp’s new API features allowing businesses to chat with their customers in the same way they chat with their friends and family – with fast, simple, and secure messaging that’s 100% compliant with WhatsApp’s T&C’s and GDPR regulation.
Businesses of all sizes looking to provide their customers with a direct channel of communication, prompt support, and an efficient customer experience are eligible to use the WhatsApp Business API.
These include but are not limited to:
Enabling your team to offer quick, efficient and personalised support & communication.
Other features include:
Team Inbox: Enabling all staff to manage and respond to all Whatsapp conversations from one place.
Automation: Automate conversations using our easy-to-use chatbot builder, allowing you to convert enquiries into solid leads without the need for any initial human intervention. Including out of hours enquiries.
Contact Management: Manage contacts and start a conversation with any contact with a click.
One WhatsApp Number: One number, unlimited team member, enabling everyone in the Team Inbox to manage and communicate with client via one WhatsApp Business number.
Assign Chats To Team Members: Ensure faster responses by assigning chats to other team members so no message goes unanswered.
How often do you scroll through T&C’s and click accept without reading a single word? Don’t worry, you don’t have to, we’ve read them for you already, and unfortunately it’s not good news for many businesses up and down the country! You may have heard the rumour and chosen to turn a blind eye, but yes it’s true, WhatsApp’s Terms of Service prohibit its use for non-personal & commercial purposes. Using the regular version of WhatsApp for business purposes also breaks GDPR regulations.
Still sceptical? For those not wanting to read through the full version (https://www.whatsapp.com/legal/), We’ve highlighted the relevant part for you below:
The many thousands of businesses who use the free version of WhatsApp on their phones to communicate with customers and clients are exposing themselves to prosecution by WhatsApp and could also face fines by regulators over GDPR and privacy laws.
The use of WhatsApp within the sales industry is now widespread, but many businesses from small independent companies to large corporations often have no idea that their staff are breaching the conditions of WhatsApp’s T&Cs or GDPR regulations.
Most businesses assume that the hugely popular free version of WhatsApp (which 80% of people aged between 18 and 44 years old use on their personal smartphones to message friends and family) can be used for business purposes too.
However the Facebook-owned platform has, since December, brought in new terms & conditions that outline quite clearly that people who use it for ‘non-personal’ use could be sued.
Granted, it’s still early day’s but Stitch have been rolling out business WhatsApp solutions via this API to clients for over 6 months now, including Estate Agents, Mortgage Brokers, Vets, Automotive, PR Agencies, Marketing Agencies, Schools, Solicitors, the list of verticals is long – if you want your brand, company or team to be accessible by clients over WhatsApp, then WhatsApp API is for you.
WhatsApp API enables businesses and customers to communicate freely over WhatsApp, fully encrypted, adhering to GDPR and of course, WhatsApp T&C’s.
You can now give free reign for your sales & service teams to communicate freely over your business WhastApp account, via our “Shared Team Inbox” for WhatsApp API.
Need to integrate your business WhatsApp to your CRM? No problem, there is an API for complete integration capabilities available via Stitch’s Sendbee solution.
Of course you can, but not without limitations, but for any business with a team of 3 people, WhatsApp API is a must – see below:
You may or may not be aware, but the WhatsApp API have number of rules in place, to prevent misuse. At first, you might think these are very restrictive, but when you think about it, you can actually use them to your advantage.
There’s a reason why email has open rates of 14% and WhatsApp has 92%. Email is full of junk, and if WhatsApp didn’t place certain controls in place, WhatsApp would lose relevance.
What does this mean for businesses? Well, firstly, you can only message a user that has A) messaged you first, or B) given consent to you contacting them (which can be achieved by a tick box on a contact/enquiry form.
Secondly, whilst you can freely message the customer for a period of 24 hours (after their last message), after 24 hours you can only engage via “notification templates”.
These messages must be targeted & relevant (based on reasons for original enquiry).
For example, this notification is NOT acceptable (and WhatsApp will not approve it):
“Hi John. I hope you are having a great day. My name is Alice from the ABC Insurance team. You are now at the perfect point in the process to discuss your mortgage insurance options. I want to book you in for a half hour appointment to go over your personalised options. We can also go over any questions or concerns you might have about the next steps. Can you let me know a good day/time for you? Thanks.”
This would be rejected upon the grounds of “marketing”.
However, the following message IS acceptable. Therefore OK to send, to try and re-ignite a prospect.
“Hi John. We were just following up your recent enquiry for a 3 bed house to rent. Please let us know if you are still interested in this, or similar properties? Kind regards, Alice.”
If the customer replies, you are then back into free form messaging – send pics, videos, whatever – its WhatsApp as you know it.
If you would like to find out more about how Stitch can connect your sales & service teams over your business WhatsApp API account, then WhatsApp Us to discuss further!
Just click on this link, Or use good old fashioned email to contact us firstname.lastname@example.org
Alternatively, please use the form below: