A Dimensions Data study reveals that 9 out of 10 consumers would prefer using messaging to communicate with businesses, and, according to Nielsen, 56% would rather message customer service than speak on the phone.
With a reach of 1.5 billion users globally, WhatsApp is becoming the leading chat-app partner of choice for enterprises to provide customer care self-service and support, to initiate and automate routine customer conversations with seamless agent assistance.
Existing high engagement of WhatsApp for day-to-day communication drives higher involvement, conversion, and delivery routes for businesses using WhatsApp as their promotional channel.
With changing global scenario and shift to digital platforms and hectic schedules, tech-savy and busy customers prefer communicating through messages rather than holding and using onto the IVR service for long until they get their queries solved.
For customized welcome message and pre-set and quick auto response to customers.
For keyword-based conversational flows without any human agent involvement.
For personalized customer care by human agents when solicited by customers.
WhatsApp have updated their opt-in policy within the WhatsApp Business API. As a reminder, businesses are required to obtain opt-in before sending proactive notifications to customers. This update will allow businesses to obtain opt-in from their customers for notifications via QR codes and/or short links.