WhatsApp It has become a key tool for customer service and business management. However, many companies face a common question: should they use WhatsApp Business or opt for one multi-agent solution?
In this article, we analyze the differences between WhatsApp Business and WhatsApp Multi-Agent, the advantages of each, and which option is best for your company's needs.
What is WhatsApp Business?
WhatsApp Business is a free version of WhatsApp designed for small and medium-sized businesses. Its key features include:
- Company profile with information such as address, hours and business description.
- Automated messages, such as quick replies and welcome or absence messages.
- Labels to organize chats and improve customer management.
- Product catalog to display and sell directly from the app.
💡 Ideal for: Small businesses with a single person or a small team managing customer service.
What is WhatsApp Multi-Agent?
WhatsApp Multi-Agent is a solution that allows multiple people to serve customers from a single WhatsApp Business account. This is achieved through the WhatsApp Business API either CRM platforms, chatbots and automation tools.
Its benefits include:
- Team Customer Service, allowing multiple agents to respond from different devices.
- Greater scalability, ideal for companies with a high volume of messages.
- Advanced automation, with chatbots and intelligent conversation routing.
- Analysis and metrics, to measure team performance and improve care.
💡 Ideal for: Growing companies that need to manage a high flow of conversations with multiple agents.
Which one to choose for your company?
- If you have a small business or handle a low volume of messagesWhatsApp Business is a simple and efficient solution.
- If your company receives many messages and you need a team to attend simultaneously, WhatsApp Multi-Agent is the best option.
To finish
Both tools are useful, but your choice will depend on the size of your business and the number of customer interactions you have. While WhatsApp Business is ideal for small businesses, WhatsApp Multi-Agent is the perfect solution for companies looking for scalability, automation, and communication efficiency.
If your business is growing and you need to optimize customer service, Migrating to a multi-agent solution can make a difference in your customers' experience.
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