Business culture in Malaysia is evolving at rapid pace. In Malaysia, businesses prioritize advanced technology to enhance operations and improve customer experience. The adoption rate of technologies like the WhatsApp Business API is high due to the tech-savvy population, enabling companies to better engage and serve customers.
This helps them in offering an ideal environment to incorporate WhatsApp business API into various industries of Malaysia. It has millions of active WhatsApp users across all age groups and professions, from students to businesses. WhatsApp has become essential for businesses to connect, interact, and grow sales.
In today’s era of digital space, the expectations has increased further among consumers that they should get better customer support and better services. Quality service is crucial for brands to retain customers. The WhatsApp Business API, introduced in 2018, helps businesses engage and connect with more customers via the trusted WhatsApp platform.
A tech-savvy business can use this feature directly or connect with a WhatsApp business solution provider for easy API integration, bringing website and app functionalities into WhatsApp.
WhatsApp business solutions will help in providing infinite opportunities such as:
1. User-Centric WhatsApp Business API
By seamless integration of WhatsApp business API with websites, apps or any programs, company can directly connect with customers of Malaysia on personal level via WhatsApp chatbot which is completely user friendly and convenient for messaging. Business can share product images, videos or demos, links in the conversation flow which is of customer’s interest.
2. Prompt and Reliable Communication
Using WhatsApp business API companies can direct send alerts and notifications on WhatsApp which has the high visibility and opening rate as compare to emails and apps. This will not only save time but also money and with opt-in/opt-out feature for customers, only interested customers will be notified which help in filtering of customers for remarketing easily.
3. Multiple Support Agents
Best feature of WhatsApp business API is to provide multiple support agents using inbox sharing feature for business due to which customers don’t have to dial so many number to connect with agent or wait in a queue to resolve their queries. There are multiple agents that can be connected for different categories of issues to instantly response to customer’s problems and requests.
4. AI powered chatbot
It is a best solution for brands as they can add the auto response chatbot feature which will address customers FAQs 24*7 due to which brand don’t have to allocate too many agents for same task and are only available when required. This will help them to focus on other valuable things in their business.
5. Real-Time Insights and Analytics
This becomes easy for business to track their marketing campaigns, performance of broadcasting, can check how many marketing posts are being opened, read on user-friendly dashboard so that business can filter whom to retarget as per their needs and choices. Business can also check past order history of customers so that relevant offers and discounts can be shared with them. Such insights will help the company to improve their performance and deliver maximum satisfaction to customers.
If we see the future scope for WhatsApp business API in Malaysia it is limitless. Business communication is transforming in Kuala Lumpur and beyond, Businesses are looking ways to engage more audiences to sustain in the competition. In this revolution, WhatsApp business API has a huge role in changing the landscape of communication in Malaysia.
We all know tourism and hospitality sector is the most focused D2C sector for Malaysia as they welcome people from around the world who speaks different languages to explore culture or for work purpose. It will be ideal for them to leverage WhatsApp business API services to enhance customer experiences. Hotels, restaurants, and travel companies can use WhatsApp Business services for booking updates, itinerary details, and concierge services. This platform provides personalized customer service, enhancing guests’ experiences in Malaysia and encouraging repeat visits.
Boost sales and marketing through WhatsApp business API
1. Engaging Customer Experience
For any business be it a small or large to succeed in engaging more customers it’s important to understand their buying behaviour. Understanding customer profiles is crucial for customized marketing, ensuring relevant content tailored to their interests. This helps the company to put their efforts and money in right direction.
2. Team Inbox Sharing
Unlike WhatsApp web where only one agent is available to handle customer requests or issues. WhatsApp business API has better solution where multiple agents are allowed to share WhatsApp chat. Depending upon the type of queries, different agents can be allotted which can handle multiple escalations. This will help in streamlining the customer queries proficiently via WhatsApp, providing a satisfied customer experience.
3. Connect With Your Customers
Selling a product/service is just not enough if a business or a brand can’t handle their customer’s problems and help their way out to resolve them. A good product always comes with good after sales services. In a D2C business, it’s crucial to be ready for customer issues post-purchase. This is an opportunity to connect with customers. Providing prompt solutions via both autonomous chatbots and customer support agents allows the business to focus on growth.
WhatsApp has become the personal choice for messaging in Malaysia as compared to leading platforms like Facebook, Telegram and SMS. Even the companies from various sectors are considering it as their best marketing tool for targeting customers. The main reason is its cost-effectiveness, reducing additional expenses and allowing businesses to focus on remarketing and retargeting due to the vast user base.
WhatsApp business API has got various features where they can effectively use it for getting more participation of customers. Segmenting audiences as per their choices will help in targeting better which is possible via WhatsApp dashboard. Can create different customer groups for broadcasting. Can do the test for new product launch on sets of group to check its market validation. WhatsApp offers an opportunity to brands to build a strong relation with their customer so that they can remember you for the best service- something that customer care for more.
