Who does not like receiving a Whatsapp message? We have family groups and friend groups, groups for baby showers, groups for birthdays, sport teams and work teams, to name a few.
The end objective of customer care is always trying to make things simpler, better, faster. The sooner you are able to deliver a faster response the more likely you will be to retain happy customers. Providing quality customer care requires brands to embrace the latest digital communication channels. Although social media remains a popular channel, the increasing role of Whatapp, in customer care, cannot be avoided. Ranked the number one app in 107 countries and used by 1 billion people every day, Whatsapp is the method of choice for easy rapid social communication.
But what about businesses using Whats App for customer care?
Following their announcement on 1 August 2018 of the launching of their Business API, means that if Whats App was not part of your customer care strategy before, now it definitely should be. The Whats App Business API is ideal for medium to large businesses and it is an extension of their previous launched “Whats App Business App”, which was more suited to small business owners.
There are plenty of reasons why your customers will be grateful that they can contact you over this great app. Below are some benefits.
4 Benefits of Adopting WhatsApp in your Customer Care Strategy
1. Safe and Secure
Whatsapp is fully encrypted which means that the conversations cannot be leaked or hacked into which ensures privacy for the customer.
2. The Personal Touch
Whatsapp is a highly personal channel and customers will be willing to engage with brands on Whatsapp if it means that their query/ issue is resolved quickly. It is certainly convenient for a customer not to have to explain the issue several times, be transferred to various departments or have the hassle of checking their social media accounts for responses. The Whatsapp platform is a personal one-on-one channel, and for customers the expectations will be that their issue will be resolved quickly.
3. Timely Conversations
The challenge in customer care is to resolve the customer’s issue in a timely manner. Whatsapp allows just that. The customer controls the pace of response. Sending a message to someone’s phone means that the progress of the query can move along as quickly as the customer is comfortable with. There are no long phone queues, late e-mail responses and the hassle of having to go in in person.
4. Rich Media Support
Whatsapp easily supports the sharing of photos, video and voice recordings, links and PDF’s making its easy to resolve queries and issues in one channel.
As with any new customer care channel, using Whatsapp requires a strategy. Decide on the team who will manage this, define their remit and responsibilities and ensure you are geared to deliver through this channel.
FMI offers Customer Contact Centre Services among other services. Learn more about how we can help your brand today. Call us on 01 496 3399.
If you’re exploring customer service in more depth, you may also find these related articles useful:
Who does not like receiving a Whatsapp message? We have family groups and friend groups, groups for baby showers, groups for birthdays, sport teams and work teams, to name a few.
The end objective of customer care is always trying to make things simpler, better, faster. The sooner you are able to deliver a faster response the more likely you will be to retain happy customers. Providing quality customer care requires brands to embrace the latest digital communication channels. Although social media remains a popular channel, the increasing role of Whatapp, in customer care, cannot be avoided. Ranked the number one app in 107 countries and used by 1 billion people every day, Whatsapp is the method of choice for easy rapid social communication.
But what about businesses using Whats App for customer care?
Following their announcement on 1 August 2018 of the launching of their Business API, means that if Whats App was not part of your customer care strategy before, now it definitely should be. The Whats App Business API is ideal for medium to large businesses and it is an extension of their previous launched “Whats App Business App”, which was more suited to small business owners.
There are plenty of reasons why your customers will be grateful that they can contact you over this great app. Below are some benefits.
4 Benefits of Adopting WhatsApp in your Customer Care Strategy
1. Safe and Secure
Whatsapp is fully encrypted which means that the conversations cannot be leaked or hacked into which ensures privacy for the customer.
2. The Personal Touch
Whatsapp is a highly personal channel and customers will be willing to engage with brands on Whatsapp if it means that their query/ issue is resolved quickly. It is certainly convenient for a customer not to have to explain the issue several times, be transferred to various departments or have the hassle of checking their social media accounts for responses. The Whatsapp platform is a personal one-on-one channel, and for customers the expectations will be that their issue will be resolved quickly.
3. Timely Conversations
The challenge in customer care is to resolve the customer’s issue in a timely manner. Whatsapp allows just that. The customer controls the pace of response. Sending a message to someone’s phone means that the progress of the query can move along as quickly as the customer is comfortable with. There are no long phone queues, late e-mail responses and the hassle of having to go in in person.
4. Rich Media Support
Whatsapp easily supports the sharing of photos, video and voice recordings, links and PDF’s making its easy to resolve queries and issues in one channel.
As with any new customer care channel, using Whatsapp requires a strategy. Decide on the team who will manage this, define their remit and responsibilities and ensure you are geared to deliver through this channel.
FMI offers Customer Contact Centre Services among other services. Learn more about how we can help your brand today. Call us on 01 496 3399.
If you’re exploring customer service in more depth, you may also find these related articles useful:
Related News
December 18, 2025
Who doesn’t love a freebie? The novelty of being given something for nothing is an utter treat for consumers. For brands, the benefits of sampling can be...
November 26, 2025
Ethics is a word that tends to be associated with the finance sector to ensure appropriate business practices around controversial subjects, including corporate governance and...
November 16, 2025
The request for customer feedback from brands can be found everywhere; from in-store to online and on social media. While customer service centres are set...
