Messaging apps have become the #1 form of communication amongst consumers and businesses. In most countries, landline phones and even SMS messaging have become secondary options next to these new means. This is because omnichannel solutions are much more efficient and immediate than traditional methods.
In this article we will delve into why you should use messaging apps, especially Whatsapp, for your business.
1.It’s where most, if not all, your customers are.
According to a recent study led by Facebook-Nielsen on messaging apps’ users, 76% of them said that these apps have improved their lives. They increasingly choose messaging first, and this highly affects their behaviours when interacting with brands. Based on this study, 53% of users say they are more likely to shop with a business they can contact via a chat app. This is a clear indicator of how messaging apps should be incorporated into a business’s strategy.
Out of all the messaging apps currently in the market, Whatsapp is the most used one, followed by Facebook Messenger and WeChat. It is the number one messaging app in 104 countries and it has the highest smartphone penetration rate, especially in Latin America, Europe, Africa and Asia.
Finding where your target audience is is key to a good marketing and communication plan. This ensures faster and more effective responses. By using Whatsapp, your business and potential customers can interact directly and in real time at all times.
2. Great reach and accessibility.
As previously mentioned, Whatsapp is one of the most used messaging apps worldwide, with more than 2 billion users around the globe. Now is the time for businesses to make themselves more available and accessible for their customers, to contact them in channels they usually use and feel comfortable with. Whatsapp ensures that, by offering a quick, efficient and reliable form of communication with particular individuals or groups of people in real-time.
Since Whatsapp is a messaging app that works by using an internet connection, you can use it anytime and anywhere with a WI-FI or other internet signal. This is especially useful if your contacts travel globally or you have a global customer base. You don’t need to worry about international fees when communicating with your potential clientele.
It can also be used either on mobile devices or in web and desktop form. All messages can be seamlessly synced to your computer so you can chat wherever is most convenient.
3. Quicker responses
As we have seen in the previous points, everybody is using Whatsapp, which enables businesses to deliver faster customer service. By using Whatsapp, you are able to answer more quickly by reusing useful and frequently sent messages to speed up the support process. You can contact your target audience directly to their phones, anytime and anywhere. Afterall, 53% of people prefer contacting your business vía messaging apps than over the phone.
4. Guarantees better engagement
Whatsapp increases engagement because it transmits and strengthens credibility. It shows potential consumers that your business is not restricted to traditional bureaucratic channels of communication and that the customer experiences is an important part of said business. According to the previously cited Facebook-Nielsen report:
Source: Facebook-Nielsen report
Using this messaging app allows businesses to get more personal and authentic with their customer base. There is no need for mediums in order to have a conversation with a potential client. Whatsapp can be used to send personalized deals, updates, promotions and more from a branded profile and customers can also see when a business’ profile has been authenticated, providing said business with credibility and a sense of security.
5. It’s free and secure
Creating a Whatsapp account is completely free because there is no subscription payment, and it uses your phone’s internet connection to send messages. This way you can avoid SMS and traditional phone call fees. Furthermore, if you’re connected via Wi-Fi, it won’t eat into your data plan either. There are no hidden costs for either side of the communication, and it allows them to send, receive, forward and save various texts or messages that include images, GIFs, audios or videos.
Whatsapp itself claims it is a trustworthy service. It encrypts messages and doesn’t share information with third parties. By doing so, they protect the user’s privacy. Another key point is that this messaging app doesn’t hace ads. This reassures it’s subscribers that they are safe and have a private place to have conversations online regularly.
Whatsapp also offers a two-factor authentication (2FA). This means that you can trust that the person you are talking to is actually who they say they are.
All in all, it is clear to say that messaging apps are here to stay. Its incorporation to your business’s plan is unavoidable. Smart businesses have already implemented said channels and so should you. By using messaging apps such as Whatsapp you can improve your customer’s experience and generate better engagement and accessibility.
If you have further questions about how you can implement messaging apps and what is the most efficient alternative for your business, we are here to answer all your inquiries and help you in anything you need.