Want to know how to use WhatsApp to improve customer service in your business? In this article, we share 6 surprising facts that demonstrate the importance of this platform in increasing customer satisfaction and sales. Don't miss this opportunity to learn how to make the most of WhatsApp!
Using WhatsApp in your business?
Rarely do we have the opportunity to integrate a tool into our company's operational processes that we already know and use every day to communicate with family, friends, and other areas of our daily lives.
Anyone would think that having extensive experience with this type of technology would make the decision-making process less uncertain and internal buy-in relatively simpler. We might even bet that adoption by teams and users would be fast and meet little resistance, that the user experience would hold few surprises, and most importantly, that our market would be grateful and ready to connect with us through this channel because they already use it in their daily communications.
Surprisingly, however, not all companies are ready to make this decision based solely on these assumptions. We understand that current circumstances require us to be more cautious with our decisions. For this very reason, we need clear, hard data to reduce anxiety and uncertainty. At Awtana, we are confident that information is the best ally in the decision-making process.
- It drives fast resolution of customer requests. Thanks to its usability and performance, 80% of messages are viewed within the first 5 minutes of receipt.
- It leverages your market's habits and routines to strengthen communication. The average WhatsApp user checks the app at least 23 times a day for new messages.
- Users evaluate accessibility when making purchasing decisions. Did you know that 67% of messaging app users expect businesses they buy from to provide service through this channel? Furthermore, for 53%, this capability is a fundamental buying criterion. (Nielsen's Facebook Messaging Survey)
- A survey in Switzerland revealed that the #1 reason for using WhatsApp to contact a company is post-sales support. 54% of customers consider this the app's most important business function.
- Perception is everything. Even though companies can guarantee similar response times across all customer service channels, a survey conducted by YouGov found that the primary reason for using a digital channel (such as text messaging) is the delivery of a more positive experience than waiting on hold on the phone or relying on store hours.
- Follow the leader. Globally, more than 50 million businesses use WhatsApp. (2020, Wall Street Journal)
If there is one thing we know, it is that the market appreciates and rewards companies that offer options. We understand that some segments do not engage with any type of technology, but these niches are steadily shrinking. Today, WhatsApp serves as the perfect complement to a comprehensive service and inquiry management strategy. In the near future, it may very well become the core of any customer service operation.
