WhatsApp Business API

IMImobile is…
…an established software provider … operating in fast growing markets

Rapid growth of smartphone usage globally

• Helping companies to engage with their customers on digital
channels
• 19 years experience in mobile
• Delivering services in 60+ countries from cloud infrastructure
Customers increasingly demand mobile experiences
Companies recognise they need to invest in mobile and digital
Delivery of multi-channel communication, across multiple
organisation departments and in different geographies is
complex

…with a track record of international service delivery … for our clients worldwide
2003 First products sold in India and $1m revenue
2007 Internationalisation began
2010 Acquisition of WIN plc (AIM listed)
2012 IBM licensed IMIdigital in 17 countries
2014 AIM Listing and acquisition of Textlocal
2015 Acquisition of Archer Digital and launch of Textlocal in India
2017 Acquisition of Sumotext in US, Infracast & Healthcare
communications in UK
2018 Acquisition of Impact Mobile in Canada

Confidential & Proprietary © 2012-2019, IMImobile 2

 IMImobile Group Cloud Communications & Automation Stack

Operator BFS&I Utilities Healthcare Operator Retail Public Sector Broadcast Contact Centre Logistics Travel

Cloud Telco Infrastructure Products Cloud Communications & Automation Products

VAS
Virtualisation

IMImobile Cloud Customer Engagement Hub

Enterprise AI customer interaction automation software tools

Enterprise digital cloud communications platform - 24/7 Global Managed Service Infrastructure

Enabler Layer

Global MNO Connectivity OTT & IP Messaging Device Database Voice Gateway Payments

Confidential & Proprietary © 2012-2019, IMImobile

 Our global clientele

And many more…

Confidential & Proprietary © 2012-2019, IMImobile 4

 IMImobile’s association with WhatsApp

As a verified WhatsApp Business solution provider, we can

help you to seamlessly integrate WhatsApp Business to drive
customer engagement through intelligent, context aware
messaging.

Confidential & Proprietary © 2012-2019, IMImobile 5

What is WhatsApp Business API?

WhatsApp Business API allows enterprises to reach users on

WhatsApp through verified business accounts

WhatsApp primarily intends the channel to act as a medium

for
1. High value transactional notifications
2. Customer support
3. No promotional content

WhatsApp Business API allows enterprises to delivery high

volumes of notifications as opposed to WhatsApp for Business
App which is entirely manual and designed for very small
businesses
Based on global consumer surveys:

89%
of respondents expect a brand to
respond to them within 24 hours1

80%
of respondents say that the
experience a business provides is as
crucial as its goods or services2

52%
of respondents have switched brands
/ service provider because of poor
customer service3

Source: 1. SAP Hybris, The 2017 Hybris Consumer Insights Report, 2017. 2. Salesforce, State of
the Connected Customer, October 2016. 3. Accenture, Digital disconnect in customer
engagement, 2017
People turn to messaging across the entire consumer journey

PRE-PURCHASE PURCHASE POST PURCHASE

>84% >81% >74% >71% >76% >79%

Make a purchase Comment
Make a general inquiry Ask about a Schedule an Get product or
about a
product or service appointment service support
product

Source: “Motivations, Mindsets and Emotional Experiences in Messaging (vs. Feed)” by Sentient Decision Science (Facebook-commissioned survey
of 8,156 people in BR, GB, IN and the US), Jun 2018. Research refers to daily messaging app users surveyed who had messaged a business in the
past three months using one of their most commonly used apps.
 Solution Provider Architecture - Setting up a WABA

Business Manager
IMImobile

Account # 1
Account # 2
Phone Numbers WhatsApp
Business
Billing & Reporting Accounts
Brand 1 Brand 2 Brand 3 Brand 4 Brand 5
HSM’s

Confidential & Proprietary © 2012-2019, IMImobile 9

Message at Scale

Notifications
Templated messages that can
be sent any time. Business is
charged when the message is
received*.

Customer care messages

Can be sent free of cost
within 24 hours

Notes:
Promotional messages are currently not allowed to be sent via the WhatsApp Business
API
*Customers must opt in to receive notifications
Notification Customer
care
Use Case - Notifications

One off informational messages that can be sent to any

Notification Types
customer with a WhatsApp number that is expecting the • Account Update
message. • Alert Update
• Appointment Update
• Messages templates to be pre-approved by WhatsApp • Issue Resolution
and submitted to IMI account manager. Has an SLA of 48 • Payment Update
hours from submission to WhatsApp. • Personal Finance
Update
• Only rich-text notifications are possible today which • Reservation Update
• Shipping Update
support all Unicode characters (emojis)
• Ticket Update
• Notifications can be sent in a pre-defined language or
localized to user’s device language settings

• Each notification is charged a fixed fee by WhatsApp

Notifications on WhatsApp only support text messages currently

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Use Case – Customer Care

Assist customers on WhatsApp through IMIchat

• Customers can respond to a notification with a question

• Customers can find entry points WhatsApp business accounts through a

link that can be sent through SMS or Email or available on a Website –
https://wa.me/15551234567?text=I'm%20interested%20in%20your%20car

• There is no restriction using bot only conversations on WhatsApp

Customer care messages also known as “session messages” are free of cost
for up to 24 hours from last user response and support rich messages such
audio, video, images and documents

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 Opt-in guidelines

A user must first consent to receive messages in WhatsApp by

opting into them via a third party channel. It must meet the

following guidelines:

• Active opt-in: Opt-in is triggered by a user

• Must opt in with a visual element (slider) shown next to

the WhatsApp name and logo.

• User should have control over what number is used

through explicit action (e.g. typing in or editing).

• Clear messaging: A user knows what type(s) of messaging

he/she is signing up to receive on WhatsApp

• Show language adjacent to the UI elements

Confidential & Proprietary © 2012-2019, IMImobile 13

Getting Started

Map out your Identify Decide integration Set up required Drive discovery Agree on metrics
consumers’ journey opportunities to approach notification and ask for and measure
and friction points reduce frictions messages customer opt-ins at results
with notifications the right touch
and customer care points
Identify friction points in the customer journey

Share photos on social media

Email or call hotel to share feedback Search and shortlist hotels online
Find time to call / email hotel or unavailability Too much or unclear information
of online forums for feedback sharing

Inquire on status of crediting hotel points

Find time to call / email hotel Read Hotel Reviews

Find directions and transportation

options to and from airport to hotel
Tedious process

Select type of room

Plan activities at travel destination

Opt for additional services
Make booking amendments
(e.g. breakfast, special needs etc.)
Unclear or complicated online process / long
waiting queues on helpline, need to explain
prior context Pack for Book hotel online
Retrieve booking details/tickets trip Track emails, SMS etc. for confirmations,
Time consuming to find prior saved emails/SMS transaction details
Identify friction points in the customer journey

Share photos on social media

Email or call hotel to share feedback Search and shortlist hotels online
Notifications
Find time to call / –email
to request forunavailability
hotel or feedback Customer
Too much care- prospect
or unclear can easily initiate
information
of online forums
Customer for–feedback
care to resolvesharing
any issues conversation and specify individual needs

Inquire on status of crediting hotel points

Find time to call / –email
Notifications hotel
Updates on Read Hotel Reviews
crediting of hotel points

Find directions and transportation

options to and from airport to hotel
Customer care &Tedious
Businessprocess
profile – easily
available location information or business
profile and ability to chat for directions Select type of room

Plan activities at travel destination

Make booking amendments Opt for additional services
(e.g. breakfast, special needs etc.)
Customer care – Easy and smooth process
Unclear or complicated online process / long
for making changes
waiting queues on helpline, need to explain
prior context Pack for trip Book hotel online
Retrieve booking details/tickets Notifications – proactive Track Notifications
emails, SMS –etc.
all transaction details, booking
for confirmations,
All communication
Time consuming housedemails/SMS
to find prior saved under one reminders to prepare for trip, transaction detailsshared proactively under one chat
summaries
conversation for easy reference share document or preparation
checklist
Retail Order Management Search and shortlist products online
Too much or unclear information
1. Website
Discovery

2. Product
10. Returns
Issues with product Search

Search for proper feedback paths on

web or call customer care

9. Product
3. Basket
feedback

Order online
Track emails, SMS etc. for
8. Order 4. Order confirmations, transaction details
delivered confirmation

Check delivery status 7. Order out 5. Loyalty/

for delivery Bonus points
Go to a website or sift through SMS 6. Order
inbox for delivery notification dispatch Inquire on status of bonus points
Find time to call the retailer
Retrieve order details
Time consuming to find prior saved
emails/SMS
 Offer customer care
Retail Order Management Search
Allow and shortlist
customer products
to message your online
brand for
assistance
Too much or unclear information
1. Website
Discovery

2. Product
10. Returns
Returns
Issues with product Search

Customers
Search for can respond
proper in the
feedback same
paths onchannel
that
web they received
or call notifications
customer care on

9. Product
3. Basket
feedback

Confirmation
Order onlineNotification
Send a confirmation
Track emails, SMSnotification
etc. for as a template
8. Order 4. Order message
confirmations, transaction details
delivered confirmation

Delivery Notifications
Check delivery status 7. Order out 5. Loyalty/
for delivery Bonus points
Let Loyalty update
Go customer know
to a website so that
or sift thereSMS
through is little
6. Order
chance
inbox for delivery notification dispatch Inquire
Send on status
points of when
update bonusthepoints
transaction is
confirmed
Find time to call the retailer
Dispatch
Retrieve order details
Proactive notifications
Time consuming to to keep
find priorthe customer
saved
upemails/SMSes
to date and avoid anxiety
Drive discovery & opt-ins
Ensure you have placed prominent
opt-ins at the right customer
touchpoints
Opt-in is mandatory to initiate
notifications
During the online transaction process
While setting up user profile
and preferences
Via email, SMS, or within mobile app
Via lead ads that allow opt-in
Agree on metrics & measure results

Measure business outcomes

Reduction in customer service

channel cost

Increase in revenue

Improvement in customer
satisfaction
 A note on phone numbers

Every WhatsApp account is a phone number. The phone number that you intend to

use with WhatsApp must be clean, that is, with no previous registration or affiliation

with WhatsApp. It is recommended for the support team to handle the number.

There are 3 types of eligible phone numbers for this product:

Landlines - Probably the easiest to use as long as the developer can pick-up a

phone call when doing the setup.

Cellphones - Can be used as long as the number has not been used for WhatsApp

in the last 6 months.

1-800 or toll-free numbers - Possible as long as the phone number is capable of

receiving SMS or voice calls directly. You will not be able to use numbers that are

behind IVR

Confidential & Proprietary © 2012-2019, IMImobile 21

 Security and data handling

Data security - WhatsApp’s end-to-end encryption ensures only

the customer and the business you're communicating with can

read what's sent, and nobody in between, not even WhatsApp.

All customer data traversing the platform is encrypted using TLS

or Noise Pipes. WhatsApp communications are encrypted with

customer-specific keys.

Data storage and handling - WhatsApp doesn't store

messages or customer contacts. Only the business and

WhatsApp business solution provider have access to the data.

Any unauthorized third parties cannot discern the content of

these messages.

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Sample use-cases for your business

Brand
Brand Bank

Alerts and Notifications Support Channel Customer feedback

Send real-time notifications on Instantly answer FAQs and Gather valuable feedback from
purchases, account updates or other queries for faster support your customers easily
reminders resolution

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Better consumer journey with WhatsApp

15% 5X
reduction in refund Increase in open rate
related calls to of notifications
customer care centers compared to email

MakeMyTrip created customer centric experiences

through WhatsApp, offering a convenient and efficient
communication platform. The customers enjoyed the
fuss-free experience at every step of their booking
process - from viewing booking details to managing
refunds and receiving timely notifications.

Source: Client-provided measurement, WhatsApp Success Story, July 2018

Benefits of building WhatsApp Flow on IMIconnect
Orchestrate multi-channel experiences using a single platform, IMIconnect

SALES
Voice

SMS

E-mail
BUSINESS CHANNEL
MARKETING
EVENTS EVENTS Push
notifications
RULE ENGINE
RCS

WhatsApp
OPERATIONS

Messenger
WORKFLOWS

INTEGRATION Twitter DM
ACTIONS INTERACTIONS
SUPPORT
In-app
messages

WeChat
Apple
business
chat
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 IMIconnect -WhatsApp Integration Advantage
Faster time to market
› Rapid development with
visual work flow builder
› Re-usable
communications building
blocks and flow
Confidential & Proprietary © 2012-2019, IMImobile
Unified messaging API
› Integrate and deploy › Easily fallback to SMS or
messaging in minutes
with our multi-channel
API and interact with your
customers anywhere in
the world on any device
and any channel.
Intelligent fallback NLP enabled
conversation
› Use IMIconnect’s NLP
other channels and send
architecture pipeline to
messages to customers
deploy artificially
who do not have
intelligent communication
WhatsApp activated
flows
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 Security & Quality Certifications
Information Security Management
System Certification 27001
ISO/IEC 27001 is the best-known standard in the family
providing requirements for an information security
management system (ISMS). This standard will help an
organization manage the security of assets such as
financial information, intellectual property, employee
details or information entrusted to you by third parties.
Confidential & Proprietary © 2012-2019, IMImobile
ISO 9001 – 2015 Certification on
Quality Management
The ISO 9001 – 2015 qualifies where product meets
customer and applicable statutory and regulatory
requirements, and
aims to enhance customer satisfaction through the
effective application of the system.
Service Management System
Certification ISO 20000
ISO 20000-1 IT Service Management ensures day to
day service delivery is carried out in a way that drives
customer satisfaction through improved service and
leads and also ensure the effective running and
delivery of IT services.
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 Thank You!

Let’s discuss some use-cases..

Offices

London High Wycombe Theale Johannesburg

IMImobile Europe Ltd. IMImobile Europe Ltd. IMImobile Intelligent IMImobile South Africa
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London 32 Desborough Road Abbey House Building no. 3, First Floor.
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United Kingdom Roodepoort, Gauteng,
South Africa

Dubai Hyderabad Little Rock

IMImobile VAS Ltd. FZE IMI Mobile Pvt. Ltd IMImobile North America
P.O. Box 293593 Plot No. 770 201 E. Markham,
Office # 624, Building 5EA Road No. 44 Suite 150
Dubai Airport Free Zone, Jubilee Hills Little Rock,
Dubai, U.A.E Hyderabad – 500 033 AR 72201
USA