In today's world, where immediacy and proximity make the difference, companies are looking for tools that allow them to improve the customer service experience. WhatsApp Business, the world's most widely used messaging platform, incorporates a feature that takes communication to the next level… voice calls!
Although this option has been available for a few months, many companies still aren't taking full advantage of it. In this article, we'll tell you what it is, how it works, and why it can transform your customer relationships.
What are voice calls on WhatsApp Business?
WhatsApp Business Calling API allows businesses to make and receive voice calls directly from the WhatsApp Business app, just as users already did with the standard version of WhatsApp.
This means that, in addition to sending messages and having a conversation in the chat, now your business can offer a more direct, personalized attention and efficient without leaving the channel.
Benefits for your company
Closer and more human communication:
Nothing replaces the tone of voice. A phone call allows you to convey confidence, resolve questions more quickly, and create a stronger bond with the customer.
Faster service
Some questions require an immediate response. Instead of a long chain of messages, a phone call can resolve in minutes what could take hours.
Integration into a single channel
You no longer need to switch between traditional phone calls and messaging; with WhatsApp Business, you can manage everything in one place.
Improving customer experience (CX)
Smoother service translates into more satisfied customers, greater loyalty, and more sales.
How it impacts the customer experience
For users, the arrival of voice calls to WhatsApp Business It means a leap in convenience and proximity. They could already chat with your company quickly and for free, but now they have the option to start a call without changing channels or devices. This continuity in the same chat gives them a simpler and more natural experience, where they can choose between texting or speaking depending on what they need.
Immediacy is another of the great attractions. Often, a query that could become a long chain of messages over chat is resolved directly over a voice call. This is especially useful in situations that require quick responses, such as technical assistance, coordinating a shipment, or confirming a reservation.
But beyond speed, there's an emotional value that shouldn't be underestimated: a voice conveys trust. Speaking with a real person creates closeness, clears up complex doubts, and strengthens the relationship with the brand. In cases of important purchases or delicate decisions, customers feel more supported by receiving real-time guidance from an advisor, which reinforces their security and satisfaction with the service they receive.
Use cases in different sectors
The incorporation of voice calls in WhatsApp Business opens up a range of possibilities that adapt to different industries. In the e-commerce, For example, this feature becomes a key ally in resolving pre-purchase questions. A customer who is about to purchase a product may have specific questions about features, shipping times, or warranties. Instead of abandoning the cart or searching for information on another channel, they can call directly from the chat and receive the guidance they need at the right time.
In it health fieldImmediacy takes on even greater value. Patients who need to confirm an appointment, receive treatment instructions, or inquire about side effects find WhatsApp a fast track to connecting with a professional without long waits or switching channels. The call, in this case, reinforces trust and facilitates more humane support in sensitive situations.
He insurance sector and financial They also find a differential value in this tool. Imagine a customer who has just suffered an incident with their vehicle or who urgently needs to activate travel insurance. Thanks to the call option within the chat, they can instantly communicate with an agent who will guide them through the next steps. Similarly, banks and financial institutions can address sensitive questions about products, investments, or loans, offering more personalized and secure service without forcing the user to go through multiple customer service channels.
Even in the tourism industry And hospitality, this function is positioned as a strategic resource. The ability to confirm reservations, coordinate travel details, or resolve unforeseen issues during a stay through a channel so familiar to users significantly improves the traveler experience and strengthens the relationship with the company.
In each of these scenarios, the same pattern is repeated: voice as a complement to chat not only addresses specific needs, but also brings the company closer to the customer when they need it most.
At Simpletech, we help you implement this new feature easily and effectively.
We connect voice calls in WhatsApp Business directly in Wittysuite, so you can offer a more personalized, agile, and centralized experience to your customers. Implementation is fast: first, we integrate your call center with Meta, then we connect it with Wittysuite…and that's it! If you don't have a central yet, you can do so through 3CX, where we're a Platinum Partner. In just a few steps, you'll have the functionality up and running, and your team ready to provide outstanding service from the first contact.
Voice calls in WhatsApp Business They're not just a technological innovation; they represent a strategic opportunity for any company looking to improve its customer service and strengthen its bond with its users.
Integrating this function means offer a more humane, agile service and efficient, on the same channel where your customers already spend a lot of their time.
In Simpletech We help you implement WhatsApp Business Calling API so that your business can take the next step in digital communication.
We are revolutionizing the world of CX, join the transformation
We can help you with your business needs! Leave us your message and our experts will contact you.
