Julien Rio, Marketing Director at RingCentral Engage Digital, outlines why the WhatsApp Business Solution matters and how it can improve your offering.
In January 2018, WhatsApp introduced WhatsApp Business Solution that enables medium to large businesses using a Digital Customer Interactions Platform to process a higher volume of customer messages. It is an important step and adopting this type of digital customer service can make a massive difference to customers in the hospitality sector. With customer experience set to be a more critical brand differentiator in this sector than ever before - now is the time to get on board!
As of July 2019, 1.6 billion users were accessing WhatsApp regularly. Hence, it is a primary way to engage with customers as one of the most popular messaging channels across the globe. WhatsApp Business Solution enables companies to integrate it as part of a broader strategy that unifies digital channels on a single platform, and this has become a significant factor in its adaption.
Being able to engage with hotel, restaurant and bar guests, or potential new customers in this way is not only handy for them, but it also reflects the trend of consumers wanting to communicate with brands at their preferred time and way. Adopting these channels can improve customer satisfaction, extend the reach of the brand, boost conversions, and deliver on other valuable company KPIs.
WhatsApp Business Solutions allows companies to create a branded profile, complete with a business description that includes all details, including the website. It can offer effective customer engagement with the use of images, location sharing, and other rich messaging features.