At least one effective channel for customer engagement and service, should be part of a larger omnichannel strategy. Omnichannel customer engagement involves providing a seamless, consistent experience for customers across all channels and touchpoints. Incorporating WhatsApp as one of the channels in an omnichannel strategy can help most businesses reach customers and provide a personalized, convenient experience and achieve said effectiveness.
According to a study by Accenture, 80% of consumers prefer instant messaging as a mode of communication for customer service. Additionally, a survey conducted by Zendesk found that businesses that offer messaging options for customer support experience 25% higher customer satisfaction rates compared to those that don’t.
WhatsApp’s real-time communication features provides significant benefits for businesses engaging with customers. A survey conducted by Nielsen found that 67% of customers worldwide have messaged a business in the last year, and 53% of customers prefer to message businesses to get support rather than calling or emailing. Moreover, the app’s multimedia sharing capabilities can enhance customer engagement, as 70% of users said they feel more connected to businesses that use images or videos in their messaging.
Finally, accessibility and convenience make WhatsApp an attractive channel for customer engagement. WhatsApp’s availability on both mobile and desktop devices means that customers can engage with businesses from anywhere, at any time.
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