WhatsApp’s integration makes it easier for retailers to communicate with their customers using their preferred channel. More than 1.5 billion people in over 180 countries use WhatsApp, making it the largest messaging app in the world. It allows retailers to talk with shoppers on that channel, if that’s the channel they prefer.
Benefits for Customers:
It’s instantaneous, as opposed to email as an example
Privacy & security:
--> The end-to-end encryption offered by WhatsApp ensures only you and the person you are communicating with can read what is sent and nobody in between. This enhanced sense of privacy is something that makes customers feel secure, as they do not get the same level of encryption on channels like email, social media, phone, or IVR.
Customers who are moving online want to find your business on accessible channels that they are already familiar with
Frictionless experience with no social sign in required
Chat with customer for product discovery, consideration and purchase
Benefits for Businesses
WhatsApp for Business APIs can help you automate tasks (up to 80%), consolidate support queries, and generate leads–almost like a mini help-desk, but in a simple and familiar interface like the WhatsApp Messenger.
Reduce wait times and spends by 60% by diverting traffic from phone to WhatsApp
All in one inbox, so you can see all message in a unified way, no matter the channel
You can resolve customer issues privately by projecting WhatsApp as their main channel of support. They can avoid potential breakouts of customers venting out their frustration on social media, which affects brand perception
You can send outbound notification to clients, with personalized messages
Level of effort/development required
Technical Requirements:
Facebook business page must be verified
Business phone number
WhatsApp Specific data requirements (Facebook Business ID, Address, Description, Logo, etc)
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