Talk to Your Customers Directly: How WhatsApp Voice Calls Are Changing Business

We all know how important it is to connect with customers on a personal level. Sometimes, a quick message just doesn't cut it. That's where voice calls come in – they add a human touch that can make all the difference. And now, WhatsApp is making it easier than ever for businesses to have those conversations with their customers!

Our latest research shows that most people prefer brand communication to feel like a friendly conversation. There are countless situations where a quick call to a business could save time and simplify a customer’s experience.

It can be to clarify a complex issue, discuss something personal, or speak to a real person before making a big purchase.

Why Voice Calls on WhatsApp?

Think about it: when you have a tricky question or need help with something complex, wouldn't you rather talk to someone directly? Voice calls let you get answers fast, build trust, and create a real connection. For businesses, this means happier customers, stronger relationships, and ultimately, more success. Whether it's fine-tuning intricate travel itineraries, or discussing the ins and outs of opening a new bank account, sometimes a direct voice call can be the most efficient and effective way to provide personalized assistance.

‍What's so great about WhatsApp Voice Call for Business?

• Super Customer Support: Solve problems in real-time and keep your customers smiling.
• Better Sales Conversations: Connect with potential customers in a meaningful way and turn those leads into sales.
• Personal Touch: Build stronger relationships by showing your customers you're there to help.
• Everything in One Place: No more switching between apps – keep all your conversations in WhatsApp for a smooth, easy experience.

Let's Get Technical: The WhatsApp API voice call Explained

Okay, so how does this all work? The magic happens with the WhatsApp API voice call.

This lets businesses add voice calling directly into their WhatsApp Business setup. It's like plugging in a new feature that lets you make and receive calls right inside WhatsApp.

‍Here's a closer look at the features:

• API-Powered Calls: This is the core of the whole thing. The API (Application Programming Interface) lets your business systems talk to WhatsApp, so you can make and receive calls automatically. Think of it as a translator that lets your computer systems communicate with WhatsApp's system.
• Smart Call Management: Imagine a busy call center. This feature helps you handle all those calls efficiently. It makes sure calls get answered quickly and wait times are kept to a minimum.
• Clever Call Routing: This is like having a traffic controller for your calls. It makes sure each call gets sent to the right person or department who can best help the customer. No more getting bounced around!
• Interactive Voice Response (IVR): Ever called a company and been greeted by a computer voice that asks you to press 1 for this, 2 for that? That's IVR. It lets customers help themselves with common questions or get directed to the right place without waiting for a human.

How Businesses Can Use the WhatsApp Business Calling API

The WhatsApp Business Calling API is designed to enhance customer and sales support, ensuring a seamless communication experience. The initial Beta release focuses on key use cases, with more to be introduced over time.

Customer Support

At some point, customers may need to speak with a human agent. If they have to leave WhatsApp to do so, it disrupts the experience, leads to fragmented communication, and increases the chances of dissatisfaction.

With WhatsApp’s calling feature, all interactions stay within a single platform, maintaining conversation continuity and preserving the complete interaction history.

For instance, consider a traveler engaging with an airline on WhatsApp. Simple inquiries—such as check-in, meal preferences, or flight status—can be handled efficiently by chatbots or agents. However, for more complex needs like flight rescheduling or urgent assistance, a direct call is often necessary.

The WhatsApp Business Calling API ensures that these critical conversations happen without switching apps, preserving the context and ensuring a smooth user experience.

Lead Generation & Nurturing

Research and experience show that customers prefer speaking directly with a business representative when dealing with high-value transactions, urgent matters, or sensitive topics like financial or medical concerns. In such cases, human interaction provides the reassurance needed for a satisfactory resolution.

WhatsApp has already proven to be an effective tool for nurturing leads by delivering rich media content and guiding users through the sales funnel.

With the WhatsApp Business Calling API, businesses can further optimize these workflows by allowing customers to initiate a call with an agent or granting permission to be contacted.

Making the Most of WhatsApp Voice Calls

Ready to get started? Here's how to make WhatsApp Voice Call for Business work for you:

• Connect to Your CRM: A CRM (Customer Relationship Management) system is where you keep all your customer info. By connecting it to WhatsApp, your agents will know who's calling and have all the details they need to help.
• Offer Help Before They Ask: See a customer struggling with something? Give them a call and offer assistance. It shows you care!
• Train Your Team: Make sure your agents know how to handle calls professionally and provide excellent customer service.
• Get the Word Out: Let your customers know they can now call you on WhatsApp! Promote it on your website, social media, and anywhere else you connect with customers.

The Future is Calling

The WhatsApp API voice call is a big deal for businesses. Currently, the voice call API is available in Brazil, Mexico, India, and Indonesia, in a 'beta' release. Meta plans to officially release the feature in 2025.

As more and more people use WhatsApp to connect with their favorite brands, this feature will become essential. By embracing voice calls, businesses can create better experiences, build stronger relationships, and stay ahead of the competition. Meta's focus on incorporating AI to address common questions and implementing Meta Verified for enhanced account support further underscores the platform's commitment to facilitating seamless and secure business-customer interactions. The future of business communication is here, and it's just a phone call away.