Reasons to consider using WhatsApp Business in your customer communications

1. Create a superior brand connection.

Establishing a good brand relationship with customers is the most important thing for most businesses. And WhatsApp delivers on that promise by providing a closed, private environment for businesses to communicate one-on-one with their customers. With WhatsApp, companies can consider creating a 'Business Profile', a unique and fully branded business identity. This allows you to provide specific information such as email and phone contacts, social media links, store address, website URL, and appropriate business details or offers. More importantly, your WhatsApp Business profile gives you the opportunity to inject your brand personality with every customer interaction. And because WhatsApp verifies all business accounts, your customers can be confident it's not a scammer on the other end when they choose to connect with you.

2. Connect with customers where they are already.

When was the last time your work or home phone rang? Or the last time you responded to direct mail? Traditional communication channels like these — and even newer digital channels like SMS and email — no longer simply meet consumer demand. In fact, they are being abandoned in favor of more convenient omnichannel solutions. Successful companies understand that to provide a great customer experience, they have to fish where the fish are and be in the channels their customers prefer. In fact, a Dimensional Data study revealed that nine out of ten consumers prefer to use messaging to communicate with businesses, and, according to Nielsen, 56% would rather text customer service than talk on the phone.

3. Engage globally.

If your customer base is global, or if your customers travel globally, know this: as of early 2018, WhatsApp is the number one messaging app in 104 countries. And it has the highest smartphone penetration rate of up to 95% in some of these countries. Because it is free for users, WhatsApp, in less than a decade, has become the most popular application for personal and business conversations. This popularity is unmatched in Latin America, Europe, Africa and Asia, except China which tends to prefer WeChat for business communications. Increasing smartphone penetration in the region has also accelerated the use of messaging apps as the channel of choice for commercial transactions. If you want to enter a more global market, WhatsApp should be in your communications portfolio.

4. Champion a two-sided conversation.

On WhatsApp, chat is a two-way street: businesses and customers can interact directly. A real conversation doesn't require one of the participants to text 'Y' for yes, or close the app and call the phone if they want to take the conversation to the next level. Today's customers want to reach out to businesses and have real conversations, not just respond to one-way messages directed at them. This is especially true in parts of the world where two-way interaction is completely impossible due to regulatory issues, poor phone number quality, and connectivity issues. WhatsApp solved this problem by becoming the first application to send quality and reliable two-way messages worldwide.

And while WhatsApp serves as a great channel for notifications like shipping alerts, purchase confirmations, and customer support, it also allows for a more direct way to engage your customers and have two-way conversations that would normally take place at a physical store location or beyond. the phone. Apps are increasingly being used to research products and services, get reviews and consultations, process payments, file complaints, or book (or reschedule) a service call — all without having to call, email, or even visit a brand's website. Recently, conversations like this have been happening inside messaging apps.

5. Order privately and securely.

Complying with ongoing domestic regulations and compliance issues is a constant struggle. One of WhatsApp's most important benefits is its end-to-end encryption and strict attention to protecting customer privacy. The appeal for WhatsApp users is clear: customers want a familiar yet secure way to connect with the businesses they care about. And because businesses' need to stay compliant and secure is a constant balancing act, WhatsApp also protects companies. Also with two-factor authentication (2FA) baked right into the app, you can be confident that the users you message are who they say they are.