WhatsApp is now part of our daily lives and has become a corner stone of our private life. But what about interactions between brands and their customers? In this article, we are giving you 5 reasons why your brand should offer WhatsApp as an additional communication channel:
1 – Interactions without boundaries with your customers
According to Nielsen,
WhatsApp is the most popular messaging app in the United-Kingdom, Germany, Spain and South America. Thus, businesses should use this touchpoint to provide their customers with customer service without boundaries. 9 out of 10 consumers want to communicate with brands via messaging apps – Caroline Langer, International Marketing Manager at iAdvize
Sources: WhatsApp, Facebook, Tencent, Venturebeat,, TechinAsia.com, Telegram, Twilio
2 – Your brand can be part of your customers’ daily lives
For most users, WhatsApp is a key communication channel. It’s used for friends and family interactions – Sabine Hoffmann, founder and CEO of the social media agency ambuzzador.
3 – Be competitive by offering premium customer experience
WhatsApp is a touchpoint that allows you to interact with your (potential) customers at any time. The advantage for businesses is that few companies are already using WhatsApp as part of their customer service strategy. Thus, by using WhatsApp as an additional touchpoint, you can show how innovative your customer service is and create a positive experience for your customers.
A lot of pioneers have been able to successfully differentiate themselves from competitors through customer experience – with a clear impact on sales. – Karin Glattes, Expert in customer experience management.
4 – An additional touchpoint when your customer service team is not available
WhatsApp can be a good alternative when none of your customer service agents are available via chat or over the phone. With WhatsApp, potential customers can interact with your brand without having to make the effort of writing an email.
At EDF, the second largest electricity producer in the world, chatbots are used to qualify conversations before they are redirected towards a customer service agent. This doesn’t only save time but it also allows EDF to respond within seconds to their customers – Charlotte Trillaud, Customer Success Manager at iAdvize