Today, in the already thriving digital age, businesses have moved from traditional methods of buying and selling to majorly online transactions. This has resulted in the rise of frustrating experiences of delayed or lost orders. In such situations, the primary concern is to quickly determine the status of the order. However, locating the contact details of the company responsible for the delivery can often be a daunting task.
Traditionally, one might resort to checking the frequently asked questions (FAQ) page on the website or engaging with a chatbot for assistance. However, an alternative approach that has proven to be more efficient in resolving such issues is – turning to social media platforms and specifically seeking out companies that offer direct communication through WhatsApp.
Whatsapp as a Customer Service Tool
Why do we recommend this method, you may wonder? The reason is simple.
WhatsApp allows your customers to instantly message the company and inquire about the status of my order, eliminating the need to endure long waiting times associated with phone calls to customer service. This article aims to shed light on the untapped potential of WhatsApp as a valuable tool for marketers, highlighting its accessibility, speed, cost-effectiveness, and status as one of the world’s most popular chat platforms. By leveraging WhatsApp effectively, marketers can establish meaningful connections with their customers, gain valuable insights into their preferences, and enhance overall customer satisfaction. If you remain unconvinced, let’s delve into five key reasons why incorporating WhatsApp into your marketing strategy is a must:
Benefits Of Whatsapp In Customer Engagement
- Easily Access Target Audience
Statista reports that WhatsApp is the leading messaging platform in 109 countries worldwide, boasting an impressive user base of over 2 billion individuals. Moreover, 71% of these users fall within the age range of 18 to 44, with Gen Z particularly favoring this channel for communication. These statistics unequivocally indicate that your target audience is likely already active on WhatsApp, making it an ideal platform to engage and connect with potential customers.
- Unparalleled User Engagement
The level of engagement on WhatsApp is unparalleled in the realm of messaging platforms. A staggering 65 billion texts are sent daily through this platform, with an astounding 98% open rate and 90% of messages being responded to within a mere 3 seconds of receipt. This translates to a mere 2% chance of messages going unread. Such exceptional engagement rates present a remarkable opportunity for marketers to initiate direct interactions with their customers and foster a personal connection, leading to increased brand loyalty and customer satisfaction.
- Cost-Effectiveness and Wide Accessibility
One of the most enticing aspects of utilizing WhatsApp as a marketing platform is that it is entirely free of charge. Since the introduction of its business app in early 2018, WhatsApp has emerged as a global marketing tool, equipped with a wide array of features. These features include access to a broad and engaged user base, the ability to share content in various media formats, and a seamless connection with customers. By embracing WhatsApp, marketers can harness its cost-effectiveness and leverage it as a powerful channel for reaching and engaging with their target audience.
- Preferred Chat Communication Channel
Incorporating your marketing efforts through the preferred communication channel of your target audience is a critical aspect of any successful marketing strategy. Surprisingly, studies indicate that more people use their smartphones for texting rather than making phone calls. By establishing a business account on WhatsApp, you ensure that you are available to customers at all times, enabling them to reach out to you conveniently through a quick text message. This approach aligns with the communication preferences of modern consumers, facilitating seamless and effortless engagement with your brand.
- Enhances Customer Service and Experience
Integrating webcare into your marketing activities can create a unique and personalized customer experience. WhatsApp serves as a versatile tool for resolving customer queries promptly, providing updates on product and delivery tracking, initiating voice calls for more in-depth assistance, and even integrating chatbots for an enhanced shopping experience. By implementing WhatsApp as a communication platform, you establish a fast and accessible channel through which your customers can reach you anytime and from anywhere, resulting in improved customer satisfaction and loyalty.
We strongly believe the utilization of instant messaging tools such as WhatsApp presents an invaluable opportunity for businesses to establish direct and meaningful connections with their target audience. By embracing WhatsApp as part of your marketing strategy, you not only gain access to a vast user base but also enable your customers to reach out to you quickly and conveniently whenever and wherever they require your assistance. This symbiotic relationship between businesses and customers fosters mutual benefits, making WhatsApp an indispensable asset for any modern marketer. Therefore, it is imperative to seize the untapped potential of WhatsApp and leverage it effectively to maximize customer engagement, satisfaction, and ultimately, the success of your business.