Messaging has become an indispensable part of modern communication. Messages, small group communication and stories are by far the fastest growing areas of online communication. Probably the most used consumer messaging provider is WhatsApp, a global leader in simple and reliable instant messaging. With its product extension WhatsApp for Business, the messaging service provider wants to enable consumers to discover, communicate and transact with businesses.

Exactly at this stage, Teamwire is able to connect with WhatsApp. Teamwire is a business messaging app focusing on sovereign internal communication and providing a fast and effortless collaboration experience across an organization in order to accelerate business productivity and efficiency. However, most enterprises need to communicate with partners, suppliers and customers. Especially for customer service and sales to end clients this is a relevant topic. It’s important to foster an engaged and continuing relationship by offering a simple and conditioned external communication path to them.

WhatsApp Integration Mockup

Teamwire‘s WhatsApp for Business integration allows WhatsApp end users to connect with selected teams of an organization that use Teamwire in real-time. The connection of Teamwire to WhatsApp improves ease of use, accelerates the external communication and solves all data protection issues, that enterprises normally encounter with the use of WhatsApp.

How it works

Let’s take customer service as one possible scenario. An enterprise will be equipped by a WhatsApp for Business phone number. This number will be published on the company’s website. A customer who requires support can open WhatsApp and simply send a message to this WhatsApp for Business phone number.

We connect secure enterprise and consumer instant messaging.

Via Teamwire’s integration the message will be forwarded to a selected group of recipients - in this case the customer service team. These recipients receive the customer’s message in real-time directly in Teamwire and can reply immediately. The reply message then will be sent back from Teamwire to the WhatsApp user, who again instantly receives this answer.

 

WhatsApp Integration infographic BlogThe benefits

Teamwire has created a state-of-the-art connection between internal and external communication channels to maximize ease of use and speed in conversational exchange for both parties, internal employees and external end clients.

Benefits for end clients: no registration needed, no change to another service and no download of another app needed. The most simple and intuitive user experience.

Benefits for organizations: secure real-time communication with external WhatsApp users. Usually WhatsApp for Business messages are collected in some web interface or inbox. That means a selected group of employees needs to check this inbox and must to be online regularly. With the Teamwire integration, the selected group of recipients receives messages from WhatsApp users instantly via push notifications in their Teamwire app and can answer straight away. On top, the selected group of people can access Teamwire from any device – mobile, tablet and desktop – anywhere, anytime, in any event.

Data Protection issue solved: The connection between Teamwire and WhatsApp for Business solves data protection issues, which organizations normally face when using WhatsApp. Teamwire provides complete data sovereignty and full GDPR compliance. That means NO address books of the organization are uploaded to WhatsApp/Facebook and NO meta data analysis take place. Furthermore, all data is stored in the data center of choice of the enterprise (German cloud, private cloud or on-premise). And for audit purposes, there would be even a secure messaging archive, that documents the communication with external WhatsApp users.

Many use cases

There are multiple uses cases for specific departments, branches and industries, amongst others:

Customer Service:
- A prospect can easily communicate with the sales team for information requests
- A customer can solve support questions with the customer service
- A citizen can directly ask questions to the citizen service team of a public authority

Public Safety:
- A mother can share information of her missing child with the police
- A person in an emergency can send her whereabouts and medical details to the ambulance

Healthcare:
- A patient can directly communicate with her ward in the hospital

Contact us for more information

If you would like to learn more about the WhatsApp for Business integration, the possibilities for external communication and Teamwire, please contact us and ask for a demo.