CX challenges through a popular chat medium – WhatsApp Messenger

63% of customers say that they have messaged brands over WhatsApp more often now, over the past 2 years

67% of customers say that their habit of texting brands over WhatsApp may increase over the coming 2 years

WhatsApp Business claims to house around 15 million monthly users in India, and more than 50 million globally.

This year, WhatsApp has seen a surge in brand-customer relations! Here’s how:

According to The Mint, WhatsApp Business Solution was devised with the strategy of leveraging omnichannel
communications, support the rise of conversational commerce and bring personalization to customer
conversations – and customers love it!