Connecting with customers over WhatsApp builds a personal touch. In a survey, 64% of users agreed that WhatsApp fostered a personal connection to businesses. For brands, this trickles down into higher customer lifetime value and increased retention.
User interactions with brands over WhatsApp increasingly lead to purchases. Giving way to a new way of doing business – conversational commerce. Shoppers today put more value on convenience than mere price. Chat-based buying, therefore, is set on a growth trajectory with social media being a major entry point for shoppers.
Customer service and support are a big component of the overall customer experience. Customers today do not want to wait for businesses to respond to their queries and issues. With WhatsApp, you can resolve their issues with one to one communication over a channel they prefer. This helps in increasing Customer Satisfaction and Net Promoter Score.
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