In recent years, many companies in the UK have turned to WhatsApp as a way of communicating with their customers. This messaging app has become an increasingly popular customer service tool, and for good reason. In this article, we’ll explore why companies are using WhatsApp to communicate with their customers in the UK.
Widespread Use
One of the primary reasons why companies are using WhatsApp to communicate with their customers is because the app is widely used in the UK. According to a 2021 survey, over 58 million people in the UK use WhatsApp, making it one of the most popular messaging apps in the country. By using a platform that customers are already familiar with, companies can make it easier for their customers to communicate with them.
Convenience
Another reason why companies are using WhatsApp for customer service is because it is convenient. Customers can easily send messages to businesses through the app, and they can receive responses on-the-go. This is particularly useful for customers who don’t have the time or patience to wait on hold on the phone or send an email.
Personalised Service
By communicating with customers through WhatsApp, companies can provide personalized customer service. They can respond to customers’ inquiries in a tailored and timely manner, which can improve the overall customer experience. In addition, companies can use WhatsApp to send personalised messages to customers, such as updates on orders or promotions, which can help to build a stronger relationship with their customers.
Multi-Media Support
WhatsApp also supports various multimedia formats, such as images, videos, and documents. This makes it easier for customers to share information with companies, and for companies to provide visual or informative responses. For example, a customer might send a photo of a product they received that was damaged, and the company can respond with a video showing how to make a return or exchange.
Cost-Effective
Using WhatsApp for customer service can also be cost-effective for companies. It eliminates the need for expensive call center infrastructure and reduces the number of support tickets that need to be handled through other channels. This can result in cost savings for companies, while still providing a high level of customer service.
In conclusion, there are several reasons why companies are using WhatsApp to communicate with their customers in the UK. It’s widely used, convenient, allows for personalized service, supports multimedia formats, and can be cost-effective. By using WhatsApp for customer service, companies can improve the customer experience and build stronger relationships with their customers.
