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Why should we use Whatsapp Business instead of SMS or E-mail?

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For a very long time E-mail and SMS have been the most commonly used channels to communicate with customers. But in a very fast changing world like ours, customer expectations are rising. Faster responses, increasement in conversation, reachable help at all times and higher security. These channels may not be enough anymore to reach those expectations

Whatsapp Business is the next step in developing your businesses delivery services. Whatsapp is the most popular messaging app and the second most used app with 2 billion users from all over the world. This shows that your customer is mostly likely to already be using the app.

1) Easily accessible and preferred

The statistics show that more than half of the users open Whatsapp at least once a day. Compared to other applications, it has a higher reading rate. The dominance it has in our lives can not be overlooked. That’s also why the app brings great opportunities for businesses.

2) More familiar and friendly communication experience

Lots of people find communicating through it more genuine and friendly compared to other channels. It makes the customer feel safe and familiar with the brand.

In fact, 75% of adults surveyed in 2020 said they want to communicate with a business the same way they do with friends and family through messaging.

3) Engage globally

If you have a customer base from different countries, WhatsApp has become the most popular app for personal and business conversations. That popularity is unrivaled in Latin America, Europe, Africa, and Asia.

WhatsApp is currently available in over 180 countries around the world (WhatsApp, 2020). To cater to the local crowd, the app is also available in 60 different languages. 

Its market penetration is the highest in several European countries, specifically the Netherlands at 85 percent, followed by 83.1 percent in Spain, and 83 percent in Italy.  In fact, there are only a couple of dozens of countries in which WhatsApp is not the leading app for mobile messaging.

4) Richer dialogues

Today’s customers want to reach out to businesses and have real conversations, not just respond to one-way messages sent to them.This is especially true in parts of the world where two-way interactions were not possible at all due to regulatory issues, poor quality of phone numbers, and connectivity issues.

5) Secure and private

One of the most significant benefits of Whatsapp is its end to end encryption to protect the subscribers privacy. It prevents potential eavesdroppers – including telecom providers, Internet providers, the government, and even the provider of the communication service (like WhatsApp) from being able to access the cryptographic keys needed to decrypt the conversation

6) Account options

Whatsapp provides two types of accounts for companies that have different needs. The WhatsApp Business app is ideal for small businesses that want to personally communicate with less than a thousand customers per month. It’s free to use and comes with a lot of powerful features like catalogues, quick replies, and away messages.  

The WhatsApp Business Platform enables medium and large businesses to chat with customers at scale through programmatic access to WhatsApp. Businesses also get access to rich messaging features on the platform such as the ability to send media with messages and add quick reply buttons. 

7) Suitable for automation

Attracting a new customer costs 7 times more than it does restraining one. Lack of speed in customer service is the number one reason for the customer’s frustration. That frustration leads to unhappy customers and a bad experience and as expected losing the customer. By using Whatsapp Business you can easily interact with customers while saving time and energy, using tools to automate, sort and quickly respond to messages.

You have the option of replying to messages that are received outside your business hours, you can create shortcuts for messages you regularly send and you can pin the conversations that need your attention the most so you can respond to them quickly.

To start using Whatsapp as one of your main communication channels Exairon provides a comprehensive Autonomous Customer Experience Platform. Exairon’s Platform enables you to connect your Whatsapp Business API Account, define main communication topics and respond or send proactive messages to your customers as human/operator hybrid teams. You can automate your Customer Journey on Whatsapp using Exairon Machinas (AI Virtual Assistants) and design highly integrated workflows to improve first contact resolution customer satisfaction rates.

For further information on Exairon Platform you can visit our Product Page.

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