New technology only matters if it improves daily business operations, customer experience and ultimately the bottom line. Adoption of new technology requires extensive effort on research, analysis, motivation and crucially budget, which often comes from reallocating existing funds.
Justifying new technology in one department, where cost savings will be realised in another department, is challenging. Executive support and procurement involvement will have to champion the process across the different departments for successful adoption and implementation.
The hurdle gets higher where an existing well-matured service, is targeted to be replaced with a more costly service with vast improved potential and impact, but having execution risks associated with it.
Promoting WhatsApp for Business can be challenging where the full potential of the solution gets missed because it is classified as a social media product, or where the full scope of the potential is limited to merely a chat solution. This conundrum is further proliferated where WhatsApp for Business service providers lack the capability to handle bulk transactional communications in campaign style, which is core to the transactional world. API integration is key for access to information and executing workflows, however, this does not solve the very high-volume distribution requirement for bulk campaigns, where companies are not equipped to drive bulk campaigns through this technology.
Bidvest Data implemented large-scale WhatsApp messaging into our omnichannel platform, reporting delivery success in a unified format, with automated fail-over to alternate channels when a WhatsApp delivery fails. Our WhatsApp for Business solutions support transactional campaigns, two-way live chat, webforms, and AI supported self-service in the same solution.
Key budget considerations for WhatsApp implementation include:
SMS is a lower cost widely used old technology, that suffers from low engagement, high spam profile, and very limited interactivity. Replacing SMS with WhatsApp for Business usually reallocates budget within the same business unit offering higher value, richer engagement at a higher cost.
USSD remains relevant where smartphone adoption is low. It is costly for end-users and limited in content, however, market trust sustains its use case. As smartphone adoption grows, WhatsApp for Business will increasingly compete for this audience. WhatsApp for Business would be a direct competitor and therefore would require additional budget as USSD cost sit with the end user.
Call centres are well-established, integrated and essential platforms operated predominantly by expensive human agents. Implementing a WhatsApp for Business solution with an AI Chatbot and structured menu options is a very attractive and popular alternative in addition to a call center operation.
End users are frustrated dealing with dialer IVR (Interactive Voice Response) systems, waiting queues, and having to repeat their query. WhatsApp will reduce call volumes, improve user experience, and cut costs by offering structured menus and conversational support.
Bidvest Data provides a full WhatsApp for Business suite supported by AI Chatbots, language options, API integrations, webforms, enabling enterprise-level omnichannel workflow driven communication. Our solution supports transactional and marketing campaigns while reducing call centre costs and improving overall engagement.
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