5 reasons why your customer service team should be available via WhatsApp

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, 53% of consumers are more likely to shop with a business they can message with. With more than a billion users, WhatsApp is the most popular instant messaging app in the world. The app is used in more than 180 countries. 

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

At school, we used to have good old lists of contacts on our phones but now we can use WhatsApp groups! WhatsApp has become part of the daily lives of Britons. Group conversations can be used for private interactions but most importantly, they are not only used by youngsters.

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.

Read more: Learn more about our WhatsApp integration for businesses

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


5 – Increase customer loyalty by getting closer to your customers

WhatsApp has great potential to enter the daily life of customers and, thus, to enable brands to get closer to them. This mix of contacts from friends, to family or favorite brands illustrates the evolution of the relationship between brands and their customers. You can finally speak with a brand like you would with a friend: you can be authentic, mostly informal and most importantly, without doing any efforts. It’s ideal to improve customer loyalty!

By offering a contact via WhatsApp to their visitors, brands place themselves alongside friends and family, in the most popular app in the world (over one billion monthly active users) – Maxime Baumard, VP of Marketing at iAdvize

Read more: Learn more about our WhatsApp integration for businesses

WhatsApp integrated within iAdvize's full-stack platform

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