WhatsApp Business vs WhatsApp Business API: Upgrade Guide

There was a time when businesses wanted the first-mover advantage to attract customers and gain market share.

However, we live in a world where duplicating products and services is not that difficult. 

The key to surviving in this age is building customer loyalty. You can achieve that with the help of a strong customer-facing team willing to solve problems. 

One effective tool that has gained immense popularity is WhatsApp, with its staggering 98% open rate and extensive user base. However, when it comes to leveraging WhatsApp for your business, making a choice between WhatsApp Business and WhatsApp Business API can be overwhelming.

Understanding the key differences between these two options can help you make the best decision based on your business size, needs, and goals.

Read on as we explore the differences between WhatsApp Business and WhatsApp Business API, the features each offers, and how to choose the right option for your business.

What is WhatsApp Business? 

WhatsApp Business is an easy-to-use app designed for small to medium-sized businesses. It allows businesses to set up a professional profile and engage with customers more efficiently.

The app is available for both Android and iOS devices, and businesses can also use it on desktop computers.

Here are its key features:

• Create a WhatsApp business profile to add credibility to your WhatsApp number. You can add details like your email ID, store address, display picture, etc., to add credibility to your profile.
• Set up automated replies like greetings and away messages.
• Label customer chats to organize them effectively. It can help you respond to inquiries or complaints that require immediate response.
• Create catalogs to enable customers to browse through your products on the platform.

Ideal for: Small businesses that do not receive bulk customer messages.

What is WhatsApp Business API? 

WhatsApp Business API is not an app you can download and use directly on your mobile phone. Instead, you will need a trusted Meta partner like Gallabox to install and implement it.

WhatsApp Business API enables advanced features to manage a large volume of messages and allow your team to service them effectively.

Here is a list of the main features:

• Create WhatsApp Flows to help customers take suitable actions and collect data.
• Automate conversations with an AI-powered WhatsApp chatbot that can manage conversations independently. 
• Enable your team members to manage conversations through a shared inbox. It allows them to see the history of the conversation and respond appropriately while enhancing the customer experience.
• Use drip marketing to send a sequence of messages to boost the results of a campaign.
• Integrate WhatsApp Business API with your CRM and other systems for a smooth data flow.

Ideal for: Large businesses that handle hundreds or even thousands of customer interactions daily.

WhatsApp Business vs. WhatsApp Business API: Key differences

Here's a detailed breakdown of the main differences between WhatsApp Business and WhatsApp Business API to help you determine which option is best suited for your business needs:

Use cases: When to choose WhatsApp Business vs. WhatsApp Business API?

Now that we have seen WhatsApp Business vs WhatsApp Business API, let's explore particular use cases to identify what will work best for you:

Small-scale businesses

WhatsApp Business is suitable for a small store, boutique, or bakery, running as an individual entity in your neighborhood.

You can use it to manage customer queries, share your menu card, and answer customer queries through one-on-one chat. You can also use it to send messages about new launches, special offers, and seasonal discounts.

Cricheroes is a classic example of how a business can get all its sales and provide customer service through the app.

E-commerce business

If you are a small-scale or a new business selling handicrafts or small-batch fresh food items, you can use WhatsApp Business for your professional communication.

Using the app, you can show your catalog to your customers and take and confirm their orders. Most of the time, such businesses are willing to accommodate customizations. With WhatsApp Business, you can communicate effectively with your customers, share pictures of ideas and take orders.

Large-scale e-commerce businesses can benefit from using WhatsApp Business API. It can enable customers to register their returns and exchanges, register complaints, and track the delivery of their orders.

Restaurant and food delivery services

If you are a local restaurant with no branches, you can manage all customer communication via Whatsapp Business.

The app is suitable for sharing menus, taking food orders, and sending confirmations. You can also send expected delivery timelines to customers waiting for their orders.

However, if you are a large food chain with a multi-city presence or a food delivery service, you will need WhatsApp Business API to manage the large volume of orders. The platform will allow you to communicate with several customers simultaneously and resolve their issues. You can set up workflows to show the delivery menu and take orders.

Domino's Pizza Indonesia is an example of a food chain that integrated its CRM with WhatsApp to increase its sales by 72% in the country.

Spas and wellness centers

Local spas, salons, and wellness centers with only one center can use WhatsApp Business to run their business smoothly. 

Using the app, you can schedule client appointments, manage appointment changes, and send promotional offers to your customers. You can also add your store's opening times to your profile so customers can book an appointment accordingly. 

On the other hand, large chains with a multi-city presence can benefit from using WhatsApp Business API. With workflows, appointment bookings can be simplified.

Banks and financial services

Banks and financial services companies have a large customer base, and their records require the highest level of data security. WhatsApp Business API not only allows you to secure customer communication, such as transaction alerts and credit application updates, but also ensures that it is smooth and uninterrupted.

Financial services firms can also provide chatbot-based account services to their customers and add another layer of safety. You can trigger the chatbot to share information only after verifying customer credentials.

Other than this, you can create marketing campaigns with multiple buttons to encourage customers to explore your products.

Banco Bolivariano built an automated digital assistant in WhatsApp to manage 98% of their inquiries and reduce 46% of their call center inquiries.

Airlines and travel agencies

If you are a small travel agency and manage tourists within your area, WhatsApp Business can effectively help you assist your customers.

If you are an airline or have a travel business, WhatsApp API will be more suitable for your needs. You can use it to share booking details, flight and hotel updates, and provide customer support. You can also set up triggers to send messages to customers when they make a booking or send reminders before the day of travel.

For instance, Pickyourtrail, a travel company, increased its lead generation by 77% and business growth impact by 70% by partnering with Gallabox.

Real estate agents 

Independent real agents can add a flavor of professionalism to their business by using WhatsApp Business to communicate with buyers. You can share available properties for sale and rent, schedule property visits, and answer buyers' questions. You can also use it to send your clients locations, pictures, and videos of the property.

Property2X, an Indian real estate company, partnered with Gallabox, reducing its marketing costs by 53% and increasing its business growth by 300% while personalizing its communication with customers.

Here is a template you can use to send marketing messages to your potential buyers:

Educational institutions and tutors

Small-scale coaching centers and private tutors can use WhatsApp Business to connect with the students. You can share lessons, practice tests, and material with your students using this app.

Multi-city coaching centers that have large-scale operations, schools, and universities need more sophisticated tools to communicate with a large number of students.

For instance, Gallabox's clients in the education space boosted their customer satisfaction scores by 60% and lead generation by 40% with the use of WhatsApp Business API.

Using WhatsApp Business API, you can collect feedback from students and improve your ecosystem. You can also set up a chatbot to answer the frequently asked queries of potential students and their parents. You can also use the app to broadcast messages and share relevant information with students.

Doctors and healthcare institutions

If you are a doctor or a physiotherapist, you can use WhatsApp Business to connect with your patients, manage appointments, send reminders for the next visit, and share other consultation updates. 

On the other hand, hospitals manage hundreds of patients daily and have a multi-member customer service team. They will benefit by using WhatsApp Business API, as the team can use a shared inbox to manage patient conversations. The hospital can also use it to share prescriptions and lab test reports.

For example, Farmacias del Ahorro, a health and pharmaceutical retailer, used WhatsApp Flows to manage free consultations with a medical specialist and reported a 160% increase in requests.

Logistics and delivery services

Customers are increasingly demanding real-time updates. As these companies work across locations and manage thousands of deliveries, they see a significant customer load. The WhatsApp Business App can help streamline communication and share individual updates. 

You can trigger notifications for different stages, such as order pick-up, tracking updates, and delivery confirmations. You can also use it to send out-for-delivery messages and help the customer plan their day.

Telecom company

A telecom company receives a huge volume of customer queries and complaints regarding network issues daily.

Such companies can benefit tremendously by integrating WhatsApp Business API with their CRM, automating responses, and driving chatbot conversations. It can significantly reduce your staff's workload and get them on calls where the chatbot cannot manage customer queries.

For example, Numberwale.com, an Indian telecom number provider, worked closely with Gallabox to enhance its sales by 25%.

Hospitality industry

This is a field where customer relationships matter the most. When they book a stay at your hotel, customers expect the highest level of service. 

You can make their stay pleasant by initiating all conversations and keeping them updated. You can send their room booking details and reminders before their travel. With WhatsApp Business API, you can also take their food preferences and other requirements to make their holiday great.

Event planners

Event organizers usually work with a limited number of clients. For this purpose, WhatsApp Business is sufficient to manage client bookings and vendors. You can use it for one-on-one conversations, sharing mood boards, finalizing ideas, and confirming details with your clients.

Recommendations for businesses on choosing between WhatsApp Business and WhatsApp Business API

Choosing between WhatsApp Business and WhatsApp Business API is a decision that can impact your business directly.

Here are our recommendations based on your specific requirements:

Personal, one-on-one communication

When you are a small business or a solo operator and prefer direct communication with your customers, go ahead with WhatsApp Business. It can help you organize chats, send quick replies, and share catalogs.

Manageable message volume

With WhatsApp Business, you can manage a reasonable message inflow that can be labeled into categories like taking orders, solving queries, and scheduling appointments. However, if you are unable to manage it on your own, you may go ahead with WhatsApp Business API.

Integrations with other systems

If you want your messaging platform to integrate with your CRM, order management system, or payment tools, it is advisable to use WhatsApp Business API. WhatsApp Business cannot be integrated with other systems.

Work locations

WhatsApp Business allows limited use. A user can use one mobile app and one desktop browser session. If you have multiple people managing your customer service operations, WhatsApp Business is not the right tool for you. Opt for WhatsApp Business API to facilitate multi-user access with a shared inbox.

Automation

WhatsApp Business API enables automation through the chatbot. It allows you to use the chatbot to answer FAQs, track orders, schedule appointments, or generate leads.

Advanced analytics

WhatsApp Business API is available through a third-party integration and enables advanced reporting and analytics such as message delivery, read rates, agent performance, and customer satisfaction scores.

WhatsApp Business vs. WhatsApp Business API: Make the right choice for your business

There is no denying that WhatsApp is a powerful tool that can unlock several features and take your business to the next level. 

Whether you're a small business aiming to improve customer communication or a large enterprise handling many interactions, understanding the differences between WhatsApp Business and WhatsApp Business API is key to choosing the right solution.

If you believe WhatsApp Business API is what you need, consider partnering with Gallabox for a reliable solution for your business problems. We will enable you to focus on your business growth and expand your presence while the Business API manages customer interactions and service operations for you.

Try for free today and see an immediate shift in your communication and engagement!

FAQs about WhatsApp Business vs WhatsApp

1. Can I upgrade from WhatsApp Business to WhatsApp Business API?

You can start using WhatsApp Business API, but the upgrade will not happen on your phone app. Instead, you can use it through a Business Service Provider like Gallabox.

2. Which businesses should use WhatsApp API?

Medium—or large-sized businesses with a large geographical expanse can benefit from using WhatsApp API. It comes with several features that can help your team manage a large volume of incoming messages.

3. Can I use WhatsApp Business on multiple devices?

WhatsApp Business can be used on only one mobile and one desktop browser session at a time.

4. Is WhatsApp Business API suitable for small businesses, or is it more geared towards larger enterprises?

WhatsApp Business API is suitable for larger enterprises. Small businesses that require one-on-one communication with customers can benefit from WhatsApp Business.

5. Can I use WhatsApp Business API without losing the ability to make phone calls from my business number?

Yes, you can use WhatsApp Business API and continue making phone calls from your business number. However, do not download WhatsApp to the same number that you used for API migration. It will deactivate your API.