Item: WhatsApp Business
Rating: 10
Author: Verified User

Use Cases and Deployment Scope

There are so many people who are using WhatsApp Business to communicate. We have many employees and clients who use the application too. WhatsApp Business is used to inform staff and customers of weather conditions, delays, and ward off other calamities. It is also helpful in communicating event information like holiday parties, open enrollment, and wellness fairs.

Pros and Cons

Easy to maintain a user community in terms of adding or removing people.
Employee/ customer questions can be directed to appropriate sources.

People have to download a new app on their phone.
The tool is banned in some countries, so it is not useful employees/ clients want to obtain information while traveling.

Return on Investment

While email and text messages are in place, WhatsApp Business has helped reinforce the message.
WhatsApp Business groups are also useful in managing communication towards targeted people.

Alternatives Considered

Viber

Many people are using WhatsApp Business for personal and business reasons. Due to the size of the user community, we felt it would be useful during communication. It has excellent features like calling, texting, video calling, setting up auto alerts that worked for our business needs. We can see when the message was delivered and if it has been read or not. While it is a great tool to communicate, data obtained from customers has to be fed into other systems.

Support Rating

There were some issues in the beginning when the app used to get hanged. We had emailed customer support, and we received a response promptly. There was an issue with the phone where some updates had to be downloaded. You can also complete a form online to contact customer support. The staff can speak many languages.

Key Insights

Do you think WhatsApp Business delivers good value for the price?

Yes

Are you happy with WhatsApp Business's feature set?

Yes

Did WhatsApp Business live up to sales and marketing promises?

Yes

Did implementation of WhatsApp Business go as expected?

Yes

Would you buy WhatsApp Business again?

Yes

Other Software Used

SkillSurvey Reference (formerly SkillSurvey Pre-Hire 360), ZipRecruiter, Indeed.com

Likelihood to Recommend

WhatsApp Business is useful to view messages on the phone, but it requires internet connectivity or network data to view messages. The WhatsApp Business Web feature is handy as one can type information on the computer rather than type on the phone. The use of emojis is particularly helpful while communicating. Photos and documents can also be shared. Not all employees are using WhatsApp Business, so we do need to use additional channels like phone, email, text to communicate.

WhatsApp for Business

Overall Satisfaction with WhatsApp Business