MOBILE TECHNOLOGY

WhatsApp is one solution to keeping business connected with customers

By our News Team | 2021

Part of a successful omnichannel marketing and branding strategy requires the adoption of new digital technology solutions.

To meet the changing demands of customers today, businesses need to improve the customer experience of their brand and drive better relationships across all possible channels and touchpoints. Chat application WhatsApp has fast become an essential channel in any omnichannel marketing and branding strategy. Its reach and rich media support make it the most popular messaging service in over 100 countries.

It has more than 2.5-billion active global users – and many people in Africa across all ages and income brackets use it as their primary communication method. In Africa, many businesses prefer it to email as a reliable communication channel.
The WhatsApp Business API helps businesses to create a more significant impact on customer satisfaction. It improves brand reach and message deliverability rates. It enables secure conversations with customers, increasing conversions and assisting with achieving critical business goals.

WhatsApp can be used in various scenarios, such as appointment reminders, shipping alerts, order notifications, product demonstration videos, verification codes, boarding passes, and two-way customer surveys and support messages.
If employed correctly, chat applications can elevate business communications. In WhatsApp’s case, it can drive customer engagement with private, real-time business-to-consumer conversations delivered on demand and on a real-time basis.

Understanding the data

Yet an omnichannel strategy is not just about adding new channels. It needs to involve understanding the data and also which channel would yield the best results. A reputable technology provider understands the nuances of the data. This, too, is essential in driving meaningful insights to enhance business capabilities and competitive advantage.

Omnichannel experiences are redefining the customer journey and offering businesses and consumers better, more intuitive ways of engaging. However, the implementation of AI in data analytics to feed omnichannel is extremely important to make the most of such implementations.

The right technology partner is thus an essential step to maximising WhatsApp and any other channel that a business may wish to use to connect with its customers, suppliers and other partners.

Source: AlphaCodes and own reporting

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