Have you received the One Time Password (OTP) via SMS for various online activities, such as account login, transaction confirmation, and identity verification? With the growing popularity of WhatsApp, businesses are increasingly switching from SMS to this messaging app for service, marketing, utility and also authentication purposes.
What is OTP?
OTP refers to a one-time unique password, which usually contains numbers, letters and alphanumeric characters. From account registration, identity verification to transaction approvals, OTP which is only valid for a short period can be used as the second step of the two factor authentication (2FA) for enhanced protection and security.
Why not SMS OTPs?
Having relied on SMS for OTP delivery, numerous companies have come to recognise the limitations it presents:
Lack of end-to-end encryption
SMS does not have the capability to support end-to-end encrypted messages, possibly resulting in data leakage and potential hacks which stand against the security objective of sending OTP.
Absence of business verification
SMS messages can be dispatched from various random phone numbers, and even with a display name, customers cannot verify if the messages they receive are from an authenticated business.
Suboptimal customer experience
SMS is limited to plain text messages without any buttons or interactive features. While businesses can include an enquiry number in the message content, customers rarely engage in follow-up conversations through this method due to the inconvenience it poses.
Higher delivery costs
Sending OTP via SMS is less cost-effective than WhatsApp OTP after Meta announced a new pricing rule for WhatsApp authentication conversations.
What WhatsApp OTPs can bring you?
Enhanced security
All WhatsApp messages (including OTP) are encrypted end-to-end. This ensures that third parties cannot retrieve verification codes, effectively preventing any form of data leakage and safeguarding customer information.
Increased brand trust
The WhatsApp Business Platform offers ‘Green Tick verification’ for businesses, enabling customers to see the business logo and display name with a verified Green Tick in WhatsApp conversations, instilling a greater sense of trust.
Better customer experience
WhatsApp OTPs offer customers a more convenient means of communicating with businesses and seeking assistance when encountering authentication issues. Mead Johnson Nutrition has seamlessly integrated with Omnichat’s WhatsApp Business Platform for OTP delivery. Customers can effortlessly copy the temporary code by clicking a button, enhancing the overall customer experience.
With strengthened security, WhatsApp OTPs provides a more trustworthy and seamless experience for both businesses and customers. Embrace this powerful tool and unlock a new level of convenience and security for your business today!
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