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Everything you need for great customer service — in one platform
Everything you need for great customer service — in one platform
With over 2 billion users worldwide, WhatsApp is the most popular messaging platform. For online stores, it's become an essential customer service channel: customers ask questions via WhatsApp, want to receive order confirmations, and expect quick replies. This guide explains everything.
There are two versions of WhatsApp for businesses:
For most growing online stores, the API is the right choice once you have more than one person on customer service. The API allows businesses to leverage advanced features like automation and integration with other platforms, which can significantly enhance customer interactions.
Emails are opened by an average of 20–30% of recipients. In contrast, WhatsApp messages are read in more than 90% of cases — often within minutes. According to a study by WhatsApp, businesses that use the platform see an average response time of just 30 minutes. This rapid engagement can lead to increased customer satisfaction and loyalty.
Many customers prefer sending a WhatsApp message over filling in a form or writing an email. A survey conducted by HubSpot found that 71% of consumers prefer messaging over traditional phone calls. Lower barriers to contact = more customer engagement. This preference highlights the necessity for online stores to adapt their communication strategy to include WhatsApp, making it easier for customers to reach out.
With the API, you can automatically send order confirmations, shipping notifications, and tracking links via WhatsApp. This can significantly reduce the number of inquiries regarding order status, allowing your team to focus on more complex customer needs. For example, if a customer places an order, they can receive a message like:
"Hi [Customer Name]! Your order #[Order Number] has been confirmed and will be shipped shortly. You can track your order here: [Tracking Link]. Thank you for shopping with us!"
Short messages are answered more quickly than emails. Your team can handle multiple conversations simultaneously. A study by Zendesk indicates that customers who interact with brands through chat channels like WhatsApp tend to have a higher satisfaction rate compared to those who use email or phone. This is because the interactions are often more casual and direct, leading to quicker resolutions.
Fill in: business name, address, website, opening hours, and a short description. A complete profile builds customer trust. Including your logo and a professional description can enhance your brand's credibility. Businesses with complete profiles see 20% more messages compared to those without.
Automated messages should be friendly and informative. For instance, a welcome message could read:
"Hello! Thank you for contacting [Your Business Name]. How can we assist you today?"
With the API, you can connect WhatsApp to platforms like Bugalou, so your team manages messages jointly — with order info directly alongside. This integration allows for seamless communication and ensures that no message is missed, improving overall efficiency.
| Feature | Business App | Business API |
|---|---|---|
| Cost | Free | Via BSP/platform |
| Users | 1 device | Multiple agents |
| Automation | Limited | Extensive |
| Integrations | None | Yes, via API |
| Bulk Messaging | Limited | Yes (with opt-in) |
| Green Tick | No | Requestable |
Questions like "Where is my order?" or "What are your return conditions?" can be automatically answered by a chatbot or AI. Implementing a chatbot can reduce the workload on your customer service team significantly. For example, a well-trained bot can handle up to 70% of common customer inquiries, allowing human agents to focus on more complex issues.
Connect WhatsApp to your store to automatically notify customers when their order is shipped, delivered, or delayed. This not only keeps customers informed but also reduces inquiries about order status. Statistics show that 67% of consumers would prefer to receive updates via messaging platforms, making this a crucial feature for online stores.
Let customers start a return request via WhatsApp and automate the follow-up steps. By providing a simple option for returns, you enhance customer satisfaction. For example, a customer could send a message saying "I want to return my order," and the automated response could guide them through the return process step-by-step.
Most online stores communicate via multiple channels: email, WhatsApp, Instagram, bol.com, and more. Managing all those conversations in separate apps takes a lot of time and leads to missed messages. According to research, businesses that use an omnichannel approach can retain 89% of their customers, compared to 33% for those who don’t.
With a customer service inbox like Bugalou, you manage all channels — including WhatsApp — in one place. You see the order history per conversation, can add internal notes, and assign tasks to colleagues. This centralized management helps streamline operations and improve customer service efficiency.
Try Bugalou free.You can, but it's not recommended. Use a separate business number to maintain professionalism and avoid mixing personal and business communications.
WhatsApp Business offers high open rates, faster response times, and the ability to send order updates directly to customers, all of which improve customer satisfaction and engagement.
You can integrate WhatsApp with customer service platforms like Bugalou via the WhatsApp Business API, allowing you to manage all customer interactions in one place.
Yes, ensure you comply with data protection regulations, such as GDPR. Always obtain customer consent before sending marketing messages and respect their communication preferences.
Founder of Bugalou and e-commerce entrepreneur. As a business owner, I noticed that customer service tools were either unaffordable or so complex you needed an IT department. That frustration led to Bugalou.