It brings live chat directly to the consumer, so they don't have to go to your site. With WhatsApp, customer service agents can engage with customers on a global scale, on a platform they're already on. In fact, 35% of customers expect to be able to contact the same customer service agent through any communication channel. Having several channels is important to your customers. It's a valuable communication channel.Īs a customer service team, there are many channels your customers can reach you: email, live chat, social media, and the phone. Today, we're going to focus on why WhatsApp should be used in your customer service department. There are 3 million companies using WhatsApp Business and 84% of SMBs think that WhatsApp helps them communicate with customers.īelow, let's dive deeper into WhatsApp and learn how you can use it for customer service.īeyond its popularity, businesses can use WhatsApp in marketing, sales, and customer service strategies. Businesses have begun using it in their marketing, sales, and service strategies as well. However, this isn't just a messaging app for friends. The number of US WhatsApp users is predicted to grow to 25.6 million by 2021. It has over 1.5 billion monthly active users and 450 million daily active users.Īnd those numbers are expected to grow. WhatsApp is actually one of the most popular messaging apps in the world. This was our first introduction to the messaging app because none of us had ever used it. We wondered how we'd communicate, given that we were going to be on three different continents. I was moving back home to California, one of my friends was going to continue her education in Europe, and the other was going to begin her Peace Corps service in Indonesia.
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