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Our thoughts on the mobile industry

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In The News

The gender-based violence numbers in SA are horrific – but some successful interventions are taking root, albeit on a small scale.

In SA, a woman is murdered every three hours. Last year, 41,583 rapes were reported in the country — a rate of 114 a day, or almost five every hour. The country has the fourth-highest rate of interpersonal violence against women (12.5 for every 100,000); almost five times the global average.
Read the original article on financial mail

Apex Humans

Apex Humans: Bianca Christensen

Apex Humans

Learn more about the special humans in the Apex team.

Ready to make a career shift but unsure of the direction, Bianca Christensen, received a fateful LinkedIn message from Apex co-founder, Ryan Egnos, that would set her on a new path. ” I was at a point in my life where I needed a career shift, something new and exciting where I could learn and grow. On the 1st of July 2021, Ryan, reached out to me on LinkedIn and it couldn’t have been more perfect timing.”

Bianca went through a series of interviews and aptitude tasks to ensure that she was up to the Apex challenge. Since joining, Bianca has thrived in her new role and has shown a natural ability to manage the setup and day to day runnings of client accounts.

What does your work/life balance look like?

We’re given a lot of freedom and flexibility to manage our own time and work responsibilities. Since starting my role at Apex, the ability to work both remotely as well as at the office has been a great experience, trusting us as individuals to create and maintain a healthy and productive work-life balance. For me, the combination of working from home as well as from the office has helped me build confidence in my work while providing the ability to build relationships with my colleagues and growing my knowledge and learning from those around me. 

What was it like transitioning from an agency background to the mobile industry?

Before Apex I was an account manager at a digital marketing agency which exposed me to similar roles and responsibilities such as nurturing clients and building long-lasting relationships. This experience helped me to better understand the importance of client objectives and influenced me to approach each challenge and campaign with a strategic goal in mind, building unique solutions to best suit each client.

What do you find most rewarding about your job?

Every day presents a new challenge and learning curve, working with clients in many different industries requiring uniquely tailored solutions. The balance of autonomy and teamwork is unparalleled in many other work environments and builds a space for both personal and professional growth.

What is it like working in the Apex team?

The team culture is motivating, transparent and respectful. Each individual is driven towards a common goal of success while taking the time to enjoy and celebrate the wins. The culture within the team is humble and supportive.

Describe an average work week for an account manager at Apex

No week is ever the same which makes the role very exciting. Typically however a week involves setting up new client accounts, training clients, continuously updating accounts and attending to all client requests. A crucial part of my role is monitoring all accounts, ensuring all functions are running smoothly, analysing data on the accounts and driving new ideas and solutions to improve and adapt client solutions to best fit their objectives.

Describe Apex in one sentence:

Innovative and agile forward thinkers.

Chatbots, Tips

How to use Chatbots to Increase Sales

What is a Chatbot?

A chatbot is software that can converse with a user in their natural language through mobile and desktop apps or websites.

Chatbots are emerging as a major global trend across various industries. According to a recent study, 1.4 billion people use messaging apps and are willing to use Chatbots. The chatbot market is anticipated to hit approximately $1.2 billion by 2028 with an annual growth rate exceeding 24%.

Chatbots can perform all sorts of useful business tasks. Their features depend on the needs of your business. There are chatbots for customer support, marketing, surveying, information, healthcare support, sales, and more. 

Chatbots have the potential to increase sales for businesses in various ways. We have broken down the topic of how to use chatbots to boost sales to help you better understand the value of these incredible bots:

  1. Lead Generation
  2. Easy Quoting
  3. CRM & Customer Support
  4. Personal Shopping Experiences
  5. Breaking Language and Region barriers
  6. Directing Customers to Physical Store
  7. Instant Access to Promotions & Leaflets

Lead Generation

Generating quality leads at scale is key for any business. Whether your offering is digital or a physical product, selling to customers can be a fairly complicated and involved task of attracting, qualifying, and eventually converting the sale. Chatbots can help with various tasks in this process.

Chatbots can start conversations with customers who are using your website and app. They can send a proactive message to someone who visits a certain page or has been browsing for a specific amount of time.

Chatbots can ask users if they are interested in something specific like pricing, product details, availability or terms and conditions. Sometimes it even helps if your chatbot provides suggested quick replies to make it easier for customers to respond, this also makes it easier to identify their specific interests. 

Once a user responds the chatbot can then reply with targeted helpful answers or link to a web page with more information. You can also then tag the conversation as a specific interest.

You could then follow up with additional questions like: “How big is your organisation?” and provide more helpful information depending on whether they are a small business or an enterprise.

Or you could ask them “what is your role at your organisation?” and then point them to helpful documents depending on if they are a marketer, developer or finance person. 

Your chatbot could even offer to schedule a call with someone from your team directly in their calendar using a service like Calendly and ask the customer for their contact details.

Instant Quotes

If you offer a service, providing quotes to customers can be a time-consuming process. Most enquiries won’t lead to a sale so how does your business treat each and every customer with the attention they need to win them over? Chatbots can help you automate this process with a personal touch.

Chatbots can automate the quoting process. A chatbot could ask potential customers questions about their needs and use this information to provide a customised quotation.  Chatbots can provide instant quotes to users without the need to talk to a sales agent.

From there, the chatbot can encourage the user to take a preferred action like ordering the service, adding a product to the cart, or opting in to be contacted by a sales agent. South African car insurance company, King Price, use a chatbot to provide instant quotes to customers with the option of taking on a premium via a live chat agent. This has greatly increased the number of insurance premium sign-ups.

Read our case study about a chatbot that provides quotes over WhatsApp for King Price insurers:

Customer Support

If there is one thing customers dread, it’s waiting on hold for customer support. It can be such an inefficient experience for your customers, and sometimes they get no assistance. Even if they have just a simple question, like if your business delivers to their location, or how long does delivery take, or when a product will be back in stock? Instead of phone calls, chatbots can answer these questions so customers can get on with placing their orders. Because of the speed with which questions can be answered, customers will have a more positive user experience, which makes them more likely to purchase.

Personal Shopping Experiences

Chatbots are intelligent and can personalise each and every shopping experience according to the user’s preferences and history. They can up-sell by recommending products based on the user’s purchase history or help close a sale by offering free delivery for shopping carts over a certain amount.

Breaking Region and Language barriers

Most service and product-oriented businesses offer their expertise to the world and so communication can be an issue if your site or app does not accommodate more than the language of the country in which it is based. Chatbots can handle this by responding in different languages. 

With a chatbot, users can engage in the language of their choice to make an inquiry or place an order. Customers feel more comfortable purchasing from businesses when communicating in their own language.

This is taken a step further in a country like South Africa, which has 11 official languages. Power Fashion offers their WhatsApp Business chat in all 11 official South African languages – smashing any barrier that might prevent a customer from interacting with their brand.

Breaking the language barrier helps to leave a long-lasting and positive impression on buyers.

Directing Customers to a Physical Store

While the COVID-19 pandemic has forced many businesses to close their physical stores and moved to sell through eCommerce channels, there are instances where your webshop isn’t enough for a customer, or your service requires customers to come to you.

Using geo-location pins and street addresses, chatbots can instantly determine where a customer is and where their nearest store or branch is. The chatbot can provide instructions or send a Google Maps link to direct your potential customer.

Save Hyper uses a combination of the location features and promotional leaflets to get shoppers to their nearest store branch.

Instant Access to Promotions and Leaflets

In a recent study, it was discovered that South African shoppers prioritise convenience (40%), price (39%), and stock availability (33%) when making purchase decisions, with speed (41%) being the most important factor.

With these shopping behaviours in mind, chatbots can be a great way to highlight promotions that customers may be interested in.

These are just some of the ways you can harness chatbots to boost your sales and grow your customer base. There is immense value in the convenience, timeliness, and cost-effectiveness of chatbots.

Are you inspired and ready to set up your own business chatbot? Visit our chatbot product page or get in touch with sales to set up your chatbot in a few short steps.

Customer Service, Tips

Best Practice Tips for Customer Service Chatbot

As digital transformation gains more traction, many businesses are having to go beyond using online channels as mere billboard space for advertising to wider audiences. While customer acquisition remains a primary goal for businesses with an online presence, a lot of them need to use digital technologies for other crucial operations like providing customer support.

In this aspect of business, live chat and chatbots have emerged as some of the go-to solutions when trying to improve customer service in general. This comes as no surprise since chatbots and live chat come with a lot of benefits. Businesses can assist customers much faster, handle much more queries and complaints concurrently, automate branded messages, etc.

They can also gather more leads, gain actionable insight into customer behaviour, integrate with other marketing tools and deliver more personalized experiences. Nevertheless, different businesses have unique and ever-evolving needs, which often makes it hard to find the right chat solutions.

Therefore, let’s go through a number of practices worth considering if you’re aiming to provide excellent customer service with chatbots and live chat in any industry:

Create a consistent experience across multiple channels 

Customers spend time on various platforms and that definitely influences businesses’ decisions regarding where to present their content, but also how customers interact with these businesses. If a customer is used to tweeting and has seen your Twitter account posting consistently, there’s a good chance they might send you a direct message (DM) via Twitter. The same goes for other avenues.

Because of this, it is important to be responsive and consistent across whatever channel a customer may contact you through, be it Facebook Messenger, WhatsApp, Telegram, Twitter, Instagram, etc. This should also be the case for other touch-points like webchat widgets. Your chatbot experience should provide consistent services across all these platforms.

From response times to accuracy in answers, greeting messages and other copy or brand phrases, the experience should remain consistent. However, you can always leave room for platform-specific variations like “sent to this number” instead of “sent to this account” when communicating on WhatsApp.

Give users a list of options

When customers first interact with your chatbot it’s helpful to let them know what the chatbot is able to help them with. The best way to do this is to present a list of options that they can choose from when the chatbot first greets them. This allows the customer to respond with minimal effort and also provides a consistent response that you can easily identify and respond to.

The Mpact Recycling WhatsApp chatbot powered by Apex presents a list of features when engaging with the chat for the first time

Customers often have similar enquiries but they do not always phrase these questions in the same way. Some customers may have broad questions like “what are the top products to check out?” or even a mere “Hullo/Hi/Hey”, especially on their first interaction.

This is why your chatbot should have some options already prepared and display them upon receiving a customer’s initial communication. These options may also be used to pursue your current conversion goals. 

Here are some examples of options your chatbot can present to users:

  1. Get a quote
  2. Place an order
  3. Check the status of my order
  4. Submit a query
  5. Return or exchange an order
  6. Chat with an agent
  7. Find a nearby store
  8. Give feedback
  9. Sign up for updates

It all depends on what you’re trying to get customers to do. Have a think about your businesses common transactions and see where you’re able to automate them effectively with a chatbot.

Automate common questions

When it comes to offering customer support, you’ll almost certainly encounter recurring queries from customers. No wonder websites have a Frequently Asked Questions (FAQs) section. This can play into your hand when delivering customer support through chatbots since you can identify common keywords and phrases in customer queries.

Ask your customer support team what questions they get most frequently from customers, then see where you can prepare automated responses that are triggered when certain keywords are detected in a customer’s message. These automated replies can even contain links to web pages with more information. If done right this can provide instant helpful answers to customers and free up your team to personally respond to more complex queries.

However, be sure that your automated responses are actually helpful to customers as they can quickly become frustrated if your chatbot provides an irrelevant response. A good way to do this is to have the chatbot ask them if the response provided was helpful.

You can then analyse customer conversations, by looking at what was asked and the reply provided, to see if you need to improve it. If you feel that you cannot effectively automate a

particular query then it is best to avoid automating it until you can provide a useful response. You don’t want to risk making your customers think that you don’t care about them.

The key to building a good chatbot experience is to continuously analyse conversations and optimise them based on customer feedback and reactions. Look for your most common queries from customers and see where there are opportunities to automated responses to these effectively.

Measure your chatbot performance

It is important to gauge how well your chatbot is doing when handling customer queries. Quantitative data can be very insightful, but metrics indicating things like the number of messages exchanged in an interaction and the duration from the first message to the last don’t paint the full picture.

You’ll need to complement this data with more qualitative feedback. So on top of asking customers to give the service a star rating, you can display short objective-type answers that they can choose from. These can give you a more accurate picture of how the customer felt throughout the process.

Let people speak to a real person

While chatbots excel at taking some tasks off your team’s plate, sometimes customers will have unique queries that you cannot anticipate and in that case, it’s best to allow the customer to divert the conversation to a real person.

For the more high-stakes complaints like a failed transaction involving a large sum of money, some people will want to be able to hold a human being accountable rather than chat with a bot. Up to 79% of consumers actually prefer live chat to other customer support delivery modes.

You should therefore allow customers to choose to have a conversation with a real person when they want to. Forcing them to battle through a chatbot when they know they have a unique and complex query will only frustrate them further. If your team is busy and cannot respond immediately, then it’s always a good idea to ask the customer to leave their email address so that you can follow up with them when an agent is free.

King Price Insurance gives their users the option to receive a call back or chat to an agent directly in WhatsApp and is powered by Apex

Categorize conversations

A good practice is to categorize the conversations you have with customers. Grouping all of your conversations into various categories allows you to build reports and see what queries are most popular, emerging, changing and so on. This will help inform you to optimize your chatbot flows and customer support strategy accordingly.

Doing this will ensure that your team understands what are the most important issues for customers and help them design optimal solutions to serve them more effectively.

Choose the right chatbot service

When it comes to picking a service to build your chatbot with, it’s important to make the right choice. A well-developed chatbot will help you scale your customer support to serve customers faster and at a lower cost per conversation, whereas a poorly designed chatbot will only frustrate customers and damage your reputation.

Your business typically has its own unique products, services and processes and so you’ll want to go with a chatbot that can be tailored to fit the way your business works. Flexibility is one of the most important traits of a good chatbot service, this will ensure that you can evolve and refine your chatbot experience over time to scale your customer support effectively. You don’t want to commit your time and money to deliver a modern customer experience and be constrained to generic unhelpful answers or simple conversation flows.

It’s also important to have a chatbot that communicates over as many channels as possible to maximize the investment you’ve made in crafting conversation flows. Over time, this will allow you to build an effective customer service offering that can serve a variety of customer queries across channels and provide the best return on investment.

Companies like Apex help many organizations to design and run tailored multi-channel chatbots for retail, finance, insurance, food & drink, logistics, NGOs and more in an average timespan of two weeks. First-time customers can also receive a 20% discount on the first three months of their chatbot service. 

If you’re thinking about implementing a chatbot for your business then look for a service that takes the time to understand your needs and help to deliver something that will truly help you scale your customer support in a meaningful way.

WhatsApp, WhatsApp for Business

How to use WhatsApp for Customer Service & Support

As traditional brick and mortar businesses were forced to close their doors, quickly shift online, and rapidly digitally transform their offerings due to the COVID-19 pandemic, the consumer demand for omnichannel digital solutions has increased exponentially. One such solution is WhatsApp for Business, which has seen a huge adoption increase in 2020. High delivery and read rates as well as rich media functionality make the Facebook-owned app a perfect channel for providing real-time customer service and support to your audience on an app that experiences over 65 billion peer-to-peer messages shared on a daily basis. We are helping businesses all over Southern Africa to utilise the channel and have broken down How to use WhatsApp for Customer Service and Support in 2021.

Our List

  1. Travel
  2. Auto Industry
  3. Retail
  4. Logistics
  5. Banking & Insurance

Why it’s important to connect with your customers on a 1-to-1 level

Customers expect swift, private, and personalised responses from the brands they communicate with. WhatsApp for Business allows a business to instantly engage with customers on the platform they are already using every day in an asynchronous and personalised manner.

Why WhatsApp

WhatsApp has become ubiquitous in today’s instant messaging world. It is the most popular messaging app in the world and businesses can now build automated customer service solutions, such as LiveChat and ChatBots, customised to their business needs and focused on the user experience. This was made possible by WhatsApp releasing their Business API, which saw huge uptake in applications across industries in 2020.

1. Air Travel

  • Booking Confirmation Documents
  • Flight Status Updates
  • Boarding Passes
  • FAQs
  • Live Chat with Air Travel 

Air travel operators were early adopters of WhatsApp for Business, using the platform to send booking confirmations, check-in notifications, boarding passes, and flight status updates to passengers. This ensures that receiving critical information like boarding documentation and flight updates is a seamless experience on a platform passengers are already using in the palm of their hand.

Passengers wanting to make changes to their flights or to get more information can visit an automated ChatBot FAQs page 24/7 or chat live to an agent who can assist them further during normal business hours. With COVID-19 lockdown levels and restrictions changing on an ongoing basis, timely COVID-19 air travel notifications can be sent to passengers engaged on the channel

South African Airline, FlySafair, is leading the pack in terms of  customer service through WhatsApp in South Africa. They were one of the early adopters of this dynamic channel, using WhatsApp to send boarding passes, provide critical health and safety information, enable passengers to make a change to their booking, and more. Want to see how it works? Save ‘+27769585303’ to your contacts and say Hi on WhatsApp.

2. Auto Industry

  • Roadside Assistance Support
  • Service Booking

Automotive companies that offer services like Roadside Assistance and servicing plans are using WhatsApp for Business to improve the ease of use of these customer value-adds.

Vehicle owners who have experienced a breakdown can request roadside assistance through an automated ChatBot that will ask validating questions such as live location pin,, customer ID, and car registration. Once these information fields have been submitted, they are automatically passed onto the roadside assistance team via an API. A Live chat agent can then be assigned to ensure the case is seen to and that the customer receives all the necessary support. This makes the process as seamless as possible for the vehicle owner and ensures that they receive timely assistance.

Another way that WhatsApp for Business can improve the customer service layer is the ability to make, confirm, and change vehicle service bookings. Vehicle owners can request to book a service, receive their confirmation via a WhatsApp push notification, and then be able to chat live with an agent to edit or cancel their service booking. 

WhatsApp location services allow a vehicle owner to send their location pin to find their nearest auto service location or to help roadside assistance agents to correctly locate the broken down vehicle.

3. Retail

  • Customer Returns
  • Find a store near me
  • Account Management

One of the biggest challenges in the retail industry is dealing with unhappy customers. WhatsApp provides an instant means for shoppers to learn more about a stores’ return policy, opening times, and more by visiting an FAQs page or by chatting to a live customer care agent.

When a customer wants to return an item, they can request the details for their nearest store by using the “Find a Store Near Me’ feature. By sending a WhatsApp location pin, an API can automatically suggest the nearest store based on the location details provided.

If a retail store provides a credit or higher purchase offering, the WhatsApp for Business chat can be turned into a full account management solution with the ability for customers to check account balances, pay accounts, and take advantage of the latest promotions.

Save Hyper, KwaZulu Natal’s largest independent retailer, uses their Apex-powered WhatsApp for Business to enable customers to chat live with Save customer care agents, browse promotions, and find their nearest Save Hyper store. Print costs have been eliminated and customer satisfaction is at an all-time high.

4. Logistics

  • Freight Tracking
  • Parcel pick-up requests

Historically speaking, customer-facing logistics management is cumbersome and trying to speak to the right person oftentimes is impossible. WhatsApp for Business can solve many of the most commonly faced issues by providing a convenient way to request parcel pickups, track freight-in-transit, and to chat live via the WhatsApp channel.

A WhatsApp message containing the waybill number can be sent to a customer after they have sent a parcel or are waiting for a parcel from a brand. This enables the customer to send their Waybill number to the chat and receive instantaneous updates about where the parcel is and how long it will take to arrive. Back-end System API integrations allow the customer to receive on-the-go updates as the parcel is being delivered.

If the customer needs to update the delivery information, a live chat with a logistics agent can help locate the parcel and identify the correct supervisor who can assist the customer. 

Global logistics provider, Aramex, is using the WhatsApp API to great effect. Since introducing the new channel, Aramex has served over one million customers while at the same time experiencing a 19% decrease in incoming call volumes. 41% of all shipment enquiries now come through the Aramex WhatsApp for Business.

5. Banking & Insurance

  • Account Signups
  • Quoting

Banking no longer needs to take place in a physical branch location. Some of the biggest challenges faced by banking customers can be solved like enquiring about new accounts, getting a quote for a loan or insurance package, updating personal details, and much more via digital channels like WhatsApp for Business.

Bank customers who want to see if they qualify for a loan can complete the approval process by answering automated questions followed by a live banker confirming sensitive information all in the same chat. Insurance companies can engage with customers and fulfill quoting requests using agents who chat live with customers on WhatsApp.

Banks and insurance companies are starting to fully understand how WhatsApp for Business can easily integrate into their legacy systems and create immense value for the customer and business.

King Price Insurance uses WhatsApp for Business, powered by Apex, to provide support  and account management services to existing customers. Prospective customers can request a call-back from a King Price agent or chat directly to an agent in real-time. Insurance agents can chat with new prospects to provide them with quotes and initiate the sign up process. This has greatly increased monthly customer care resolutions and has lead to a huge reduction in call centre bottlenecks.


WhatsApp for Business possesses immense value when it comes to improving your business’s customer service and support layers. Whether it’s banking, retail, auto industry, travel, or even logistics – providing customer service resolution via an instant and trusted channel like WhatsApp will be critical to successful customer service in today’s digital world.

News, Tech, Tips, WhatsApp

Everything you need to know about WhatsApp Business

What is WhatsApp Business?

WhatsApp is one of the world’s most popular mobile messaging services. After popular demand they have now opened up WhatsApp Business so that organizations can create WhatsApp accounts to engage with their customers. This can be an incredibly effective way to engage with your customers, if done correctly.

This guide will help you to understand everything you need to know about WhatsApp Business and how you can use this to communicate and engage with your customers.

What are the benefits of a WhatsApp Business account?

WhatsApp is a communication channel that most of your customers will be familiar with as they already use it to communicate with their friends and family. Now that the service has allowed businesses to set up accounts it can enable your business to provide quick and personalised service to your customers.

You can use the WhatsApp Business app for simple interactions with customers from a single phone, or if you want to build a more interactive service you can use the WhatsApp Business API to do this.

The WhatsApp Business API essentially allows the software systems of your business to interact with customers via WhatsApp. Some examples of services you can build with the WhatsApp Business API include:

  • Customer order notifications
  • Product catalogues
  • Customer support and sales chat services
  • WhatsApp chatbots
  • WhatsApp storefronts
  • Information portals
  • Locations based services (like finding nearest store)
  • Customer notifications (such as order confirmations)
  • Sharing images (flyers or promotions for your business)
  • Sharing business documents (PDFs)
  • Getting user generated content (people sending in images, videos or voice notes)

For example, you you might want to integrate your e-commerce website with your WhatsApp business account to send customers messages about order updates or let them chat with your customer service team.

Examples of WhatsApp Business services

Here are some more examples of how organizations are using WhatsApp to engage with their markets.

Save allows people to view the latest promotions, find stores and chat with customer support using WhatsApp.

Richfield is an education provider that allows prospective and existing students to find more information about their courses, campuses, bursaries and more.

Health Systems Trust uses WhatsApp to provide information for people to get checked and collect medication from the government for chronic conditions.

Having a presence on WhatsApp goes a long way towards building a modern, trusted brand that customers can easily communicate with.

How do I interact with customers on WhatsApp Business?

Customers can interact with your business on WhatsApp just they like do with any other person. First they need to start a conversation by sending a message to your WhatsApp Business phone number that you’ve registered with your account, just like they would message a new friend.

A neat tip to make this really easy for people is to create your own shortcut link to start a conversation with your WhatsApp number. You can do this by adding your WhatsApp number to the end of the domain, as well as some optional starting text. Like the example below:

Now you can put this link on your website, include it in an SMS or anywhere else and whenever someone taps or clicks on the link it will open up a conversation with your WhatsApp Business phone number. You can try it out by clicking the button below to chat with our own WhatsApp chatbot.

If the user taps the link from their phone, it will open the conversation in their WhatsApp app. If they’re using their computer it will open the conversation in WhatsApp’s desktop chat application.

If you are using the WhatsApp Business app on your phone you can then freely chat with users through the app. Just remember that you can only have the app installed for your business on one phone. If you need multiple people in your business to interact with customers over WhatsApp then it’s you’ll need to use a tool that’s integrated with the WhatsApp Business API.

How to set up a WhatsApp Business account

An example of a verified WhatsApp Business profile

There are two ways that you can interact with customers using WhatsApp Business.

WhatsApp Business app

If it’s only going to be one person communicating with customers you can download and use the WhatsApp Business app for free.

Just download the app and following the instructions when you start it up. WhatsApp uses the phone number of the phone that it’s been installed on so make sure you’ve bought a SIM card for your business and noted down the number as this will be your WhatsApp Business phone number.

WhatsApp Business API

If you need multiple staff to interact with people using WhatsApp Business, then you can use a tool that’s integrated with the WhatsApp Business API.

Basically, WhatsApp’s Business API (Application Programmable Interface) allows businesses to integrate their systems with their WhatsApp Business account. So for example, if a customer orders something on your website, you could have your website send a notification to the customer on WhatsApp from your WhatsApp Business Profile.

WhatsApp’s Business API can be used to create all kinds of useful applications. We’ve used this to create several kinds of applications for including chatbots, storefronts and more.

How to get a WhatsApp Business API account

To set up a WhatsApp Business API account you will need to be approved by a WhatsApp partner. These are companies that WhatsApp works with to help verify and get business set up with their WhatsApp Business API account. This is something that we have helped several businesses to do. The process goes like this:


To get started with setting up a WhatsApp Business account you’ll need to make sure you have the following in order:

Use caseA clear description of what you will be using your WhatsApp Business account for
Brand nameThe name that will appear on your WhatsApp account
LogoHigh-resolution logo to be used on your WhatsApp profile
Website URLThe website URL that will appear on your WhatsApp password
RegionWhat region your WhatsApp account will be operating in
About (135 chars max)This is a brief bio that appears on your WhatsApp business account.
Description (200 chars max)A more detailed description about what people can expect from your WhatsApp Business account. This appears when people open up your profile.
Estimated monthly messagesAn estimate of how many messages do you expect to send per month.
Facebook Business Manager IDYou need to have a verified Business Manager account for the business or brand that you are applying for. Facebook provides instructions for how ot verify your business.

Once you have all of this in order you’ll need to submit it to a WhatsApp partner company who will then apply to WhatsApp to have your business account created.

If you have any questions or need advice at this point, we’ve helped many businesses get up and running on WhatsApp Business. So feel free to send us a message, we’re happy to answer any questions you might have.

WhatsApp Business Pricing

Using the WhatsApp Business app is free. Aside from the costs you may have of the mobile phone, SIM, data plan etc.

When using the WhatsApp Business API, it’s common for there to be a monthly cost for having a WhatsApp number as well as a per message fee to respond to users. You’ll also need to take into the account any fees associated with using software that integrates with the WhatsApp API. For example, a customer chat service that provides an interface for your business representatives to chat to customers.

As such, the costs of implementing a WhatsApp solution depend on what exactly you’re planning to do with it. We’ve helped and advised many businesses to estimate the costs of their WhatsApp solutions so if you’ve got an idea that you’d like to explore but have questions about how to approach this, you’re welcome to get in touch with our team for advice and an estimate at no cost.

News, Tech, WhatsApp

How organisations can use WhatsApp to handle the COVID-19 crisis

COVID-19 has levelled economies, as cities the world over went into lockdown from March 2020 in an effort to contain the epidemic. Businesses are having to radically adapt in the current conditions and rethink their approach to how they need to operate and innovate to stay alive during these incredibly difficult times. WhatsApp for business offers a quick, accessible route for restoring communications between business owners and customers.

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