Clear, personal communication is essential for repair and rental businesses to thrive, and WhatsApp makes this easier than ever. With 2.96 billion users globally by June 2024 and over 51 million downloads in January alone, it’s a platform your customers are already using. In the U.S. alone, it was downloaded over 5 million times in the second quarter of 2024. WhatsApp is one of the few apps with over five billion downloads worldwide across Android and iOS, showing its global dominance.
Hubtiger’s new WhatsApp integration allows you to harness this platform’s potential, giving you a more personal and flexible way to connect with your customers. In this blog, we share key benefits of using WhatsApp, guide you through how to set up the integration, and share essential information you need to know about using WhatsApp for your business.
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The Power of WhatsApp: Key Statistics You Need to Know
WhatsApp has transformed business communication with impressive results. Here’s why it’s a valuable tool for engaging customers:
- Businesses using WhatsApp Business have seen up to 34 times greater return on investment (ROI).
- By using WhatsApp for customer support, companies report a 33% drop in call volumes.
- Customer satisfaction has risen by 50% when businesses engage through WhatsApp.
- Messages sent through WhatsApp’s Business API are opened 98% of the time.
- Approximately 80% of WhatsApp messages are read within five minutes of being received.
- WhatsApp is available in 180 countries and supports over 40 languages, making it a global communication powerhouse.
- Users spend an average of 19.4 hours per month on WhatsApp, equating to about 38 minutes each day.
- 66% of customers have completed transactions after chatting with brands on WhatsApp, with 69% of users being more inclined to do business with a brand that uses the platform for communication.
5 Benefits of Using Hubtiger’s Integration with WhatsApp
WhatsApp integration with Hubtiger brings several benefits that can significantly improve how you manage customer communication:
1. Cost-effective Communication
WhatsApp is a more affordable option than traditional SMS. By integrating WhatsApp with Hubtiger, you can reduce messaging costs while maintaining high-quality communication with your customers. This is especially beneficial for businesses that need to send frequent updates, reminders, or promotional messages.
2. Easy Location Sharing
One of WhatsApp’s standout features is the ability to share your shop’s location directly with customers. This ensures they can easily find your store or service location with just a tap, improving customer convenience and reducing the number of missed appointments due to location confusion.
3. No Character Limits
Unlike SMS, WhatsApp allows you to send detailed messages without worrying about character limits. This means you can provide your customers with all the information they need in one message, making communication clearer and more effective.
4. Enhanced Personalisation
WhatsApp allows you to personalise your messages more effectively. You can use customer names, mention specific services, or refer to past interactions, making each message more relevant and engaging. This level of personalisation helps build stronger relationships with your customers.
5. Real-Time Engagement
With customers spending so much time on their phones, it’s essential for businesses to tap into effective communication channels. WhatsApp, as one of the largest messaging apps in the world, offers a dynamic platform for real-time engagement. This allows your business to interact directly with customers in a way that feels as natural as chatting with a friend, enhancing satisfaction and building stronger, more loyal relationships.
WhatsApp Integration with Hubtiger: Step-by-Step Guide
Integrating WhatsApp with Hubtiger is simple if you follow the steps below. If you prefer, you can also watch the video tutorial here:
Step 1: Use an Existing Number or Purchase a New Sim Card
Option 1: Using an Existing Number
You can use an existing number linked to your WhatsApp Business Platform on Meta, as long as it’s not already integrated with another platform. This number must be connected to your WhatsApp Business Profile on Meta and cannot be set up through just the WhatsApp Business app. For more details on why this is important, please read the linked article on the differences between WhatsApp Business Platform and The WhatsApp Business App.
If this number is already being used with another tool, such as a Customer Relationship Management (CRM) system, you won’t be able to use it for the Hubtiger integration. In that case, you’ll need to choose option 2, which involves purchasing a new SIM card to get a fresh number for this integration.
Option 2: Buy a New Sim Card or eSIM
You can choose to purchase a physical SIM card or an eSIM if your phone supports it. Ensure the SIM or eSIM has both calling and messaging capabilities, as you’ll need to receive an authentication code via SMS or phone call during the setup process.
Step 2: Insert the SIM Card Into a Phone
How to do it:
Insert the SIM card connected to the number you would like to use into a mobile phone. You’ll only need this during the setup phase to receive the authentication code. Once the setup is complete, you can remove the SIM card.
Why it's necessary:
For the initial integration process, the SIM card needs to be inserted into a mobile phone to receive an authentication code. This is a security measure set by Meta to verify the ownership of the number being linked.
Step 3: Upgrade Your Hubtiger Plan
How to do it:
Log in to your Hubtiger dashboard and navigate to Settings > General > Manage Subscription or click here to update your plan. Once on the Manage Subscription page, scroll down to the Add-ons section. Find and select the WhatsApp option to add it to your plan.
You’ll be charged a pro-rata amount for the WhatsApp add-on, but it won’t be billed immediately. Instead, the cost will be added to your next invoice. Going forward, the $10 (or equivalent in your currency) for WhatsApp will be added to your normal Hubtiger subscription and billed together each month.
Why it's necessary:
Hubtiger’s WhatsApp integration comes with a small monthly subscription, giving you access to powerful messaging tools that streamline customer communication. By integrating WhatsApp directly with Hubtiger, you can enhance your customer interactions, improve response times, and provide a more personalised service, all from one platform.
Step 4: Access the Integration Page
How to do it:
Go to Settings > Messaging > WhatsApp Integration on your Hubtiger dashboard. From this section, click the ‘Login with Facebook’ button. Ensure any pop-up blockers are disabled in your browser, as the integration will open additional windows that require your input.
Why it's necessary:
The integration page is where you’ll begin linking Hubtiger with your WhatsApp Business account through Facebook. This page provides access to the necessary tools and permissions to connect the two platforms seamlessly.
Step 5: Log in to Facebook
How to do it:
Click the ‘Login with Facebook’ button and enter your Facebook credentials. Make sure you use the login details of an account with administrative rights over your Facebook Business Account. If you don’t yet have a Facebook Business Account, you’ll be prompted to create one during this step.
When you create a Facebook Business Account, it will be linked to the admin’s personal Facebook profile. Meta connects the business account through this profile. If needed, you can easily add more admins or users later by logging into Facebook and updating your account settings.
Why it's necessary:
WhatsApp Business integrations are managed through your Facebook Business Account. Logging into Facebook verifies that you have the correct permissions to manage WhatsApp for your business.
Step 6: Approve the Connection
How to do it:
Depending on the security settings on your Facebook account, you may be prompted to authenticate the connection via two-factor authentication (2FA). You can receive a 6-digit verification code via SMS or through an app like Authy. Enter the code when prompted to approve the connection. If you don’t have 2FA enabled, the connection will proceed automatically.
Why it's necessary:
If you have two-factor authentication enabled on your personal Facebook account, Meta will require this verification step when connecting third-party platforms like Hubtiger and WhatsApp. This ensures that only authorised users can link their accounts, adding an extra layer of security.
Step 7: Confirm Your Business' Information
How to do it:
After logging in, your business information should auto-fill from your Facebook Business Account. Take a moment to double-check that all information is correct. If something is missing or incorrect, you can edit it at this stage.
If you don’t have a Facebook Business Account yet, you can easily create one during the WhatsApp integration by clicking ‘Create Account.’ There’s no need to leave the setup wizard, as everything can be completed within the process, making the integration smooth and simple.
Why it's necessary:
Confirming your business information ensures that the correct information is displayed to your customers when they receive WhatsApp messages. This not only builds trust but also helps create a professional impression. Verifying this information guarantees smooth integration with WhatsApp, allowing for more efficient customer communication.
Step 8: Adding Your WhatsApp Business Account and Chosen Number
Adding a WhatsApp Business Account and Profile
Under the dropdown menu ‘Choose a WhatsApp Business Account,’ you can either select an existing profile (linked to your Facebook Business Account) or, if none appear, choose ‘Create a New One.’
Next, under ‘Create or Select a WhatsApp Business Profile,’ you can choose an existing profile or create a new one. If you try to use a number that’s already connected to another system, it won’t work with Hubtiger. In that case, you’ll need to buy a new SIM card and use a new number for the integration.
Adding and Verifying Your Number
Now, enter chosen existing number or the one connected to your new SIM card or eSIM. Make sure the SIM card is in a mobile phone at this stage so you can receive the authentication code.
You will receive a PIN via text message or phone call, depending on what you select, to verify the number. Once you enter the PIN, you can continue onto the next step. After you are sure the setup is working, you can remove the SIM card from the phone, but remember to store it in a safe place in case it’s needed in the future.
Important Info:
If you already have two numbers connected to your Facebook Business Account, you will need to verify your account to add more numbers. Once verified, you can connect up to 25 numbers to your WhatsApp Business Account.
To verify your Facebook Business Account, refer to our guide further down in the blog. If you need to extend this limit for specific reasons, contact Meta’s direct support.
Step 9: Approve Permissions and Complete The Integration
How to do it:
Once you’ve completed all the previous steps and entered the code, you will be prompted to link your WhatsApp Business account to Hubtiger by clicking ‘Continue’. By giving us permission to access your WhatsApp for Business Account, this enables you to send messages through our platform and take advantage of WhatsApp’s advanced messaging features.
Once you click “Continue”, Meta will now take a few moments to verify all of the information you have provided during the setup in order to complete the integration.
You will now see a final screen that gives you the option to either ‘add a payment method’ or ‘finish’ the integration. Go ahead and click ‘Finish’ to complete the integration between Hubtiger and WhatsApp.
Important info:
If you chose to ‘add a payment method’ at this step, you would have been redirected to your Facebook Business Account on Meta’s website. When you return to the Hubtiger portal after adding your payment information, the page should look like the image to the right.
If you can only see the ‘Login with Facebook’ button then simply click it again (all your details will still be there and autofilled) and go through the steps until you get to the final step and select ‘Finish’ this time instead of ‘add payment method’.
WhatsApp is now ready to use on your Hubtiger account.
Step 10: Add a Payment Method to Your Facebook Business Account
How to do it:
It’s crucial to add a payment method to your Facebook Business account. If you don’t add one, your WhatsApp messages won’t be sent, and the system will send default SMSs instead.
Click this link to add a payment method to your account. This link will open a new tab and take you to the billing and payments section of your Facebook Business Account on Meta. Now add a payment method if you don’t have one already linked to your account. If you already have a linked payment method, it will appear on this page. We recommend checking the card details to ensure they are up to date.
Next, fill in your payment information, including your country/region, currency, and time zone, then click ‘Next.’ Select your preferred payment method from the options available and click ‘Next.’ Finally, enter your card details and click ‘Save.’
Important info:
Return to the tab displaying the Hubtiger platform and check that the WhatsApp integration page doesn’t still say ‘Login to Facebook’. If it does, follow the steps to login again (all of your information will be still be there and already filled in), click through the steps and on the final step click ‘Finish’.
Your WhatsApp integration is now complete, and you’re all set to customise your message templates so they can be sent via WhatsApp.
Step 11: Customise Message Templates for WhatsApp
WhatsApp templates allow you to standardise and automate your customer communication, making it easier to send personalised messages for common scenarios like appointment reminders, service updates, or rental reminders.
How to do it:
Go to Settings > Messaging > Message Templates. For each template you wish to use with WhatsApp, click the template and toggle the ‘WhatsApp Active’ button to activate WhatsApp as the communication channel. You can customise each template by adding a header (text, image, or document), personalised messages using merge tags (e.g., customer name, appointment details), footer text, location sharing, and CTA (call-to-action) buttons like ‘Approve Quote’ or ‘Reschedule Booking’’.
Important info:
Adding your location to WhatsApp Messages
In order to send a location within a message template, begin by updating your address by navigating to Settings > General > Shop Profile and add your shop’s full address, including zip codes/area codes/postal code and country. Then, navigate to Settings > Messaging > Message Templates and select a message template you would like to include your location.
In the pop-up settings window, click the toggle to turn WhatsApp on for this template, then use the dropdown menu to select the location. Your location will now be sent with this template only.
If you would like it to be sent on multiple templates, please repeat the process of editing each template so that WhatsApp is toggle on and you have selected the location in the dropdown menu.
Viewing Your Approved Message Templates
If you would like to see what the approved templates will look like when sent to your customers, you can log in to your Facebook Business Account to view all approved templates. If your account was used to set up the Facebook Business Account, Meta will also email you when a template is approved, and you can see the templates in those emails as well.
Messaging Customers
When communicating with customers, it’s important to understand how the 24-hour messaging window works. Once a customer replies to a message, a 24-hour chat window is opened, allowing you to freely exchange messages back and forth within that time frame.
- Technician Communication: Technicians can chat directly with customers from the job card screen, making it easy to manage all communications without needing to switch between platforms.
- Message Status: El técnico puede ver si un mensaje se ha enviado correctamente, lo que se indica mediante una doble marca de verificación. Cuando el cliente lee el mensaje, las marcas de verificación se vuelven verdes y proporcionan actualizaciones en tiempo real sobre la entrega y la recepción del mensaje.
Este sistema asegura una comunicación clara y eficiente entre su equipo y el cliente, agilizando el proceso y mejorando los tiempos de respuesta del servicio.
Envío de imágenes
Debes agregar imágenes a la sección de archivos adjuntos en la tarjeta de trabajo y el portal del cliente, ya que no se pueden enviar imágenes a través del chat de WhatsApp en el portal del cliente. Sin embargo, aún puedes enviar y recibir mensajes de WhatsApp en el chat.
Después de agregar una imagen a los archivos adjuntos, sugerimos enviarle al cliente un mensaje modelo para informarle y solicitarle confirmación de que la recibió. Si le pide que confirme que recibió la imagen, se abrirá nuevamente el chat durante otras 24 horas, lo que le permitirá continuar comunicándose con el cliente a través del portal.
Paso 12: Aprobación de la plantilla de WhatsApp
How to do it:
Después de personalizar tus plantillas, se enviarán automáticamente a WhatsApp para su aprobación. Este proceso puede tardar unos minutos, ya que las aprobaciones se pondrán en cola y se aprobarán una a la vez. Una vez que se apruebe la plantilla, verás que el ícono de WhatsApp junto a la plantilla en el nombre se vuelve verde, lo que indica que está lista para usarse. Hasta que se apruebe, el ícono permanecerá rojo (pendiente de aprobación).
Para obtener una descripción general rápida de todas las plantillas de WhatsApp aprobadas o pendientes, dirígete a Configuración > Mensajería > Integración de WhatsApp. Aquí, puedes ver todas las plantillas de WhatsApp aprobadas o pendientes y hacer clic en cada una para realizar cambios.
Todas tus plantillas y configuraciones de correo electrónico y SMS permanecerán iguales. Si has habilitado WhatsApp para una plantilla, Hubtiger enviará primero tu mensaje a través de WhatsApp. Si, por alguna razón, el mensaje de WhatsApp no llega a tu cliente, nuestro sistema enviará el mensaje a través de un mensaje de texto como respaldo, así que asegúrate de tener algunos créditos de mensajes de texto disponibles, por si acaso.
Why it's necessary:
Meta exige que todas las plantillas de mensajes de WhatsApp pasen por un proceso de aprobación para garantizar que cumplan con las políticas de WhatsApp. Esto evita que las empresas envíen mensajes inapropiados o spam a los clientes, protegiendo así su privacidad.
¿Tiene problemas para configurar WhatsApp?
Reserve una demostración con uno de los miembros de nuestro equipo para obtener ayuda.
Essential Information and Considerations
¿Cuánto cuesta WhatsApp para mensajes comerciales?
Los costos de los mensajes de WhatsApp Business dependen del tipo de conversación y del mercado (país) en el que los envíes. Las conversaciones tienen un precio por períodos de 24 horas, lo que significa que puedes enviar varios mensajes dentro de ese período sin cargos adicionales. A continuación, se muestra un desglose de las categorías:
- Conversaciones de servicio: Se producen cuando un cliente se comunica contigo con una pregunta o un problema. Si respondes en un plazo de 24 horas, suele ser más económico porque el cliente inicia la conversación.
- Conversaciones de utilidad: Se trata de mensajes relacionados con transacciones, como confirmaciones de pedidos, actualizaciones de entrega o recordatorios de facturación.
- Conversaciones de marketing: Entre ellos se incluyen ofertas, promociones, sugerencias de productos y mensajes de carritos abandonados. Dado que tu empresa es la que inicia estos mensajes, suelen costar más.
- Conversaciones de autenticación:Se utilizan para enviar códigos de acceso de un solo uso para iniciar sesión o verificar cuentas, por ejemplo. También tienen un costo aparte.
Se requieren mensajes de plantilla para iniciar conversaciones de marketing, servicios públicos o autenticación. Para encontrar las tarifas exactas, seleccione el mercado (país), la moneda y el tipo de conversación en Sitio web de WhatsApp para tener una idea del precio exacto de cada tipo de mensaje.
Costo de suscripción por número
La integración con WhatsApp cuesta $10 por número (o el equivalente en tu moneda local). Si tienes varias tiendas, cada una necesitará su propio número de WhatsApp, lo que significa que tendrás que suscribirte por separado para cada ubicación.
Tener un número exclusivo para cada tienda garantiza una comunicación clara con los clientes, lo que evita confusiones sobre trabajos o alquileres en distintas ubicaciones. Esta configuración ayuda a agilizar el servicio al cliente y mejora la experiencia general tanto para el personal como para los clientes.
Se le cobrará un monto prorrateado por el complemento de WhatsApp, que se agregará a su próxima factura. Después de eso, $10 se agregará a su suscripción mensual regular de Hubtiger y se facturarán juntos para mayor simplicidad.
Políticas de mensajería de Meta
Meta tiene reglas específicas que rigen la forma en que las empresas pueden interactuar con los clientes a través de WhatsApp para evitar el spam. Puedes enviar un mensaje de plantilla transaccional a un cliente en un plazo de 24 horas. Una vez que el cliente responda, puedes continuar la conversación durante un máximo de 24 horas.
Si el plazo de 24 horas se cierra sin una respuesta del cliente, deberá enviar otro mensaje transaccional para reabrir la comunicación. Esto garantiza que sus mensajes sigan siendo relevantes y no intrusivos.
Cómo verificar tu cuenta comercial de Facebook
Meta requiere que tu cuenta de Facebook Business esté verificada si deseas conectar más de dos números. Para verificar tu cuenta:
- Inicia sesión en tu Administrador comercial de Facebook.
- Ir a Configuraciones de negocios > Centro de seguridad.
- Bajo Verificación de negocios, haga clic Iniciar verificación.
- Siga los pasos para proporcionar los detalles de su negocio y enviar la documentación requerida.
- Una vez verificada su cuenta, podrá conectar números de WhatsApp adicionales según sea necesario.
¿Tienes alguna pregunta o necesitas ayuda para configurar WhatsApp?
Reserve una demostración con nuestro equipo para obtener asistencia adicional