Here’s Why Businesses Are Using WhatsApp for Customer Service

Posted by on Oct 17, 2016 in Blog | 0 comments

Here’s Why Businesses Are Using WhatsApp for Customer Service

WhatsApp was intended to be a simple communication app for friends and family. But many businesses have started to use WhatsApp for customer service.

Some Fascinating Facts About WhatsApp:

WhatsApp was founded in 2009 by Jan Koum and Brian Acton. Since its inception it has grown to over one billion users worldwide, and is actively used in more than 109 countries.

Its top two markets in the world are India and South Africa, but it’s popular in the UK too. Around 70% of WhatsApp users use it every day, and 18-34 year olds are the biggest demographic.

And get this: The average WhatsApp user sends around 1,000 messages a month!

So what makes it so popular? And why are businesses using it as a customer service tool?

No Ads! No Games! No Gimmicks!

Koum and Acton wanted WhatsApp to be a platform with simplicity at its heart. There was to be no advertising, no hidden bits, and no messing around.

WhatsApp was designed to be a simple messaging service for connecting friends and family. But of all the messaging apps, WhatsApp has forgone the greatest growth since its launch. In February 2016 it finally surpassed the one billion active user mark.

The simplicity of WhatsApp is one of the main reasons for its popularity. Users are able to send text, video, audio and even PDF messages to other users around the world, for FREE! All without seeing a single advert or annoying pop-up. All you need to use the app is a smartphone and an internet connection.

WhatsApp’s privacy terms have also contributed to its success. As of April 2016, WhatsApp announced its default end-to-end encryption, meaning messages could be shared securely.

WhatsApp For Customer Service!

Thanks to this combination of simplicity and security, certain businesses have adopted WhatsApp as a means of communication with customers.

For example, London based jeweller Rare Pink uses WhatsApp to connect with customers who are too busy to come to the store. Nearly 10% of their sales are generated through WhatsApp, and these often come from overseas.

Meanwhile in Brazil, doctors are using WhatsApp to conduct patient consultations. The accessible interface enables a quick and easy conversation, while the encryption features guarantee confidentiality.

What’s Next For WhatsApp?

We have already seen numerous examples of how businesses have embraced WhatsApp as a communication tool. And it feels like businesses are just getting started.

Of course, there will likely be some subtle updates to WhatsApp in the coming months and years, but it’s unlikely that any updates will compromise the platform’s core values of simplicity and privacy. And at the same time, social media platforms on the whole are moving towards business-friendly interfaces that seem purpose built for customer service. Twitter provides an excellent example of this.

So maybe it’s time your business started to explore the potential of using WhatsApp for customer service. And if you need a hand integrating WhatsApp into your communication channels, get in touch.

You can read about how we’ve helped businesses generate sales on other social media platforms too.

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