According to Prodware, a leader in information technology consulting services, consumers are increasingly more curious, impatient, demanding, and require instant and personalized communication, which has led to the establishment of new commercial approaches to respond to emerging demands from the market.
In this context, WhatsApp, the most used messaging application in the world with more than 2 billion users worldwide, is an important tool to consider for businesses.
In fact, the company formalized its intentions to become the sales communication platform par excellence with the launch of WhatsApp Business in 2018.
"WhatsApp allows you to open a sales channel that is already being used globally by customers, most people check their messages several times a day. It is also a less invasive option than a phone call and more personal than email,” stated Prodware. Thus, despite the fact that WhatsApp was not born as a marketing tool or as a sales channel, many companies are already making use of this alternative to sell their products and services, to have a direct communication channel with the client, and as a key tool to generate engagement.
The application allows companies to connect with customers no matter where they are, thus establishing a more personalized relationship and offering an excellent experience.
The WhatsApp API was born to offer large companies a scalable and flexible way to use WhatsApp Business. This technical interface allows companies to receive and respond to messages from customers via WhatsApp on a large scale in a simple, secure, and reliable way, thus boosting communication and sales around the world.
Today, 28% of companies located in Europe, the Middle East, and Africa have already adopted the use of this application, according to a study conducted by Zendesk. This means that, if the tool continues to develop and implement improvements, the consolidation of WhatsApp Business will mark a before and after in electronic commerce and in the retail industry as a priority sales and customer service application.
“Omnichannel, cross-channel, and unified commerce are moving in the same direction, seeking to offer an exceptional and totally personalized service based on a homogeneous customer experience between the different channels. The determining factor is not the channel, but the crossing of channels that allows information to be available in real-time, centralizing and integrating all processes and placing the client at the center of the strategy,” Prodware stated.