WhatsApp has over 2 billion users in over 180 countries, making it the most popular messaging app in Latin America. 96% of the Brazilian population uses WhatsApp (according to a Statista survey). This means that, regardless of your target audience, WhatsApp is almost certainly one of their favorite communication channels, and it may already be one of the best channels for establishing a commercial dialogue with that audience .
For a culture in which the customer
Must be at the center of any and all communication, marketing, advertising costa rica email list 619628 contact leads or publicity actions, starting the dialogue through the customer’s favorite channel, or simply having it as an option for a transfer, is already a step in the right direction to engage much more.
That said, it is important to remember that engagement goes beyond “communicating.” It represents a much closer relationship between the consumer and the brand, and it does not come without efforts relat to personalization. Twilio’s 2024 Customer Engagement Report found that 82% of interactions between customers and brands are digital and that 36% of people spend more with companies that personalize their communications. Personalization leads to engagement, which ultimately generates financial returns.
With this line of thought in mind
It’s time to think about how to achieve financial returns, in this case how to implement crm without chaos using WhatsApp as a tool for personaliz and engaging dialogue. Twilio recently releas an e-book entitl “ The Power of WhatsApp to Engage Customers: A Practical Guide ”. It presents a lot of relevant information on this subject , as well as providing powerful insights on the topic.
Bas on this, I want to provide a general overview of what is discuss in the material, in order to make you curious to check out the material in full and start embracing WhatsApp in your journey to improve the relationship between you and your customers. So, let’s reflect on the direction of WhatsApp in the customer journey and six hot tips on how to get start on the customer engagement journey with WhatsApp.
What functions should WhatsApp target?
WhatsApp can be a tool us to send promotional messages, such as mobile lead loyalty programs, engagement campaigns, customer acquisition, lead qualification, after-sales and loyalty, self-service via chatbot, among other possibilities.
Meta recently launch, and Twilio is now with customers in beta testing for the new WhatsApp Business Calling functionality, where the user can make a voice call to the company using the WhatsApp application with Twilio Programmable Voice. With WhatsApp Business Calling, customers and brands will have the voice channel to communicate, for various use cases, such as service, customer support, sales, after-sales, among others.