WhatsApp Business Multi-user is a tool that has been revolutionizing the way companies communicate with customers and manage their customer service teams.
In Brazil, WhatsApp is present on 98% of smartphones with internet access and, as a consequence, has become a strong communication channel with customers. Along with this, the difficulty of managing large teams has emerged, where each member uses a different WhatsApp number.
As a solution, WhatsApp Business multi-user emerged. In this content, we will explain everything about the topic, as well as present the 10 best platforms available in the market.
Shall we proceed with the content?
What is WhatsApp Business Multi-user?
WhatsApp Business Multi-user is a version of the WhatsApp Business application designed for larger companies or those with larger customer service teams.
It allows multiple people within the same organization to manage the WhatsApp Business account simultaneously.
With WhatsApp Business Multi-user, several business accounts can be linked to one phone number, and multiple people can have access to send messages, respond to customer inquiries, manage contacts, and perform other tasks related to customer service.
This is particularly useful for companies that receive a high volume of messages and need to distribute the workload among several employees.
Additionally, WhatsApp Business Multi-user generally offers additional team management features, such as custom permissions for different users, performance metrics, and analysis reports, making it easier to track the performance of customer interactions.
What is WhatsApp Business Multi-user for?
WhatsApp Business Multi-user is useful for facilitating the management of commercial interactions on WhatsApp for larger companies or those with larger customer service teams. It offers several advantages and important functionalities:
Team Management: It allows multiple people within the organization to have access to the WhatsApp Business account and work together to manage customer interactions.
Task Distribution: It helps distribute the workload among different team members, ensuring that customer inquiries are handled in a timely and efficient manner.
Efficient Customer Service: It facilitates communication with customers, allowing multiple people to respond to inquiries, provide support, and solve problems quickly and effectively.
Performance Analysis: It provides reporting and analysis features to monitor the performance of customer interactions, identify areas for improvement, and measure the success of customer service strategies.
Custom Permissions: It allows assigning different levels of access and permissions to users, ensuring that only authorized individuals have access to certain functionalities or information.
Centralized Management: It allows the company to have a unified view of all customer interactions on WhatsApp, making it easier to manage and coordinate customer service activities.
WhatsApp Business Multi-user serves to improve efficiency, collaboration, and control over commercial interactions on WhatsApp, especially for companies dealing with a high volume of messages and in need of a scalable customer service solution.
What are the advantages of WhatsApp Business Multi-user?
WhatsApp Business Multi-user offers a range of advantages for companies that need to manage their commercial interactions efficiently. Some of the key benefits include:
Efficient Collaboration: It allows multiple people within the company to have access to the WhatsApp Business account, facilitating collaboration among team members to respond to customer inquiries and provide support.
Task Distribution: It helps distribute the workload among team members, ensuring that customer inquiries are handled quickly and efficiently, even during periods of high message volume.
Quick Responses: With several people monitoring the account, customer messages can be responded to more quickly, improving the customer experience and increasing satisfaction.
Better Customer Service: It allows the company to offer more personalized and quality customer service, as multiple people can collaborate to solve problems and provide useful information to customers.
Simplified Team Management: It offers team management features, such as custom permissions and performance reports, that make it easy to supervise and track team members’ activities.
Scalability: It allows the company to scale its customer service operations according to business needs by adding new users to the WhatsApp Business account as needed.
Analysis and Monitoring: It provides reporting and analysis features to monitor the performance of customer interactions, identify trends and areas for improvement, and make data-driven decisions to enhance customer service.
WhatsApp Multi-user offers a comprehensive solution for companies looking to improve efficiency, collaboration, and the quality of customer service in their WhatsApp business operations.
Is it possible to use WhatsApp Business Multi-user for free?
WhatsApp Business Multi-user was a feature available only to commercial accounts that opted for the WhatsApp Business API business plan, which is usually a paid solution aimed at larger companies or those with specific customer service needs.
The WhatsApp API offers advanced integration and automation features, as well as the ability to manage multiple users, but it is typically made available through third-party solution providers that charge for the services provided.
These costs may vary depending on the message volume, the number of users, and the desired additional features.
Therefore, if a company wants to use WhatsApp Business Multi-user as part of its business operations, it will generally need to consider the option of investing in a paid solution, either through the WhatsApp Business API or solution providers that offer access to this functionality.
How to choose a WhatsApp Business Multi-user platform?
Choosing the right platform to implement WhatsApp Business multi-user is crucial for the success of your company’s customer service operations. Here are some steps to help you make this choice:
Evaluate your needs: Before starting to look for a platform, identify your specific needs. Consider the size of your team, the expected message volume you will handle daily, the features you need (such as analysis reports, integrations with other systems, etc.), and the budget available.
Research reliable providers: Conduct thorough research to find WhatsApp API providers that are reliable, have a good reputation, and offer support for WhatsApp Multi-user. Check customer reviews, online ratings, and references from other companies using the platform.
Analyze the offered features: Make sure the platform offers all the necessary features for your business. In addition to supporting WhatsApp Multi-user, check if the platform offers integrations with CRM systems, analysis tools, message automation, among other features that may be useful for your operations.
Test usability: Before making a final decision, test the platform’s usability. See how easy it is for your team to navigate the interface, manage conversations, assign tasks, and access necessary features. An intuitive and easy-to-use platform can increase team productivity.
Consider customer support: Customer support is essential when choosing a WhatsApp Multi-user platform. Make sure the provider offers good technical support, with quick response times and availability to resolve any issues that may arise during the implementation or use of the platform.
Evaluate the cost: Finally, consider the cost of the platform. Compare prices and plans offered by different providers, but remember that price should not be the only decisive factor. Prioritize quality, features, and customer support when making your choice.
By following these steps and making a careful choice, you will be better prepared to select a WhatsApp Business Multi-user platform that meets the specific needs of your business and contributes to the success of your customer service operations via WhatsApp.
Step-by-step guide to implementing WhatsApp Business Multi-user
Implementing WhatsApp Business multi-user involves several important steps to ensure successful integration and efficient operation.
Here is a step-by-step guide to help you implement this functionality in your company:
Needs Assessment: Determine your company’s specific needs regarding customer service on WhatsApp. This includes the size of the team, the expected message volume, the required features (such as analysis reports, integrations, etc.), and the available budget.
Platform Selection: Research and select a reliable platform that supports WhatsApp Multi-user. Make sure the platform meets your needs and offers the desired features.
Account Registration and Configuration: Register your account on WhatsApp Multi-user through the chosen platform. Follow the provided instructions to set up your account, including business information, contact details, and any other necessary settings.
Adding Users: Add
team members to your WhatsApp Business Multi-user account. Make sure to assign the correct permissions to each user according to their roles and responsibilities.
Team Training: Provide proper training for all team members who will use WhatsApp Business Multi-user. This includes familiarizing them with the platform, teaching best practices for customer service, and ensuring they know how to use the available features.
Process and Procedure Definition: Establish clear processes and procedures for managing messages, task distribution, internal communication, and performance monitoring. This will help ensure efficient and consistent operation.
Integration with Existing Systems (Optional): If necessary, integrate the WhatsApp Business Multi-user platform with other systems or tools your company uses, such as CRM, helpdesk, management systems, among others.
Testing and Optimization: Perform tests to ensure everything is working as expected and make adjustments as needed. Monitor team and platform performance and make continuous optimizations to improve efficiency and customer service quality.
Continuous Support: Provide ongoing support for the team, ensuring that any issues or questions are quickly resolved.
Additionally, stay updated on platform updates and new features to make the most of its functionality.
By following this step-by-step guide, you will be able to effectively implement WhatsApp Business Multi-user and enjoy all the benefits that this functionality can offer for your company’s customer service.
The 10 best multi-user WhatsApp platforms in the market
The choice of the best multi-user WhatsApp platforms may vary depending on the specific needs of each company. However, here are ten popular and well-rated options in the market:
Twilio: Offers a wide range of communication solutions, including WhatsApp Business API with multi-user support.
MessageBird: Cloud communication platform that offers integration with WhatsApp API and multi-user support.
Gupshup: Provides enterprise communication solutions, including integration with WhatsApp Business API for multiple accounts.
Infobip: Omnichannel communication platform that offers support for WhatsApp API multi-user, along with a variety of other messaging channels.
Kaleyra: Offers enterprise communication solutions, including integration with WhatsApp Business API and multi-user support.
Zendesk: One of the leading customer support platforms that offers integration with WhatsApp API and multi-user features.
HubSpot: Marketing and CRM platform that offers integration with WhatsApp Business API and multi-user support for conversation management.
Freshdesk: Customer support software with integration with WhatsApp API and multi-user features for ticket management.
Zapier: Automation platform that offers integration with WhatsApp API and multi-user support for workflow automation.
Aivo: Omnichannel customer service platform that offers integration with WhatsApp API and multi-user features for conversation management.
Before making a decision, it is important to assess the specific needs of your company, consider the cost, features offered, and ease of use of each platform.
Additionally, checking customer reviews and conducting tests or demos can help find the best option for your WhatsApp customer service operations.
Nexloo: the best multi-user solution in the market
When it comes to optimizing customer service via WhatsApp Business, choosing the right platform is crucial.
With the rise of digital communication, tools like Nexloo are emerging as effective multi-user solutions, offering advanced features for customer service teams.
Nexloo, an emerging platform in the market, deserves special attention. With its innovative approach and advanced features, such as custom integrations and detailed analytics, Nexloo is quickly becoming a popular choice for companies seeking a multi-user solution for WhatsApp Business.
