The majority of companies have now come around to the realisation that social media usage is of paramount importance if they are to effectively engage with audiences across the globe. Customers now expect 24-hour service, 7 days a week and social media allows for quick communication between consumers and brands.
You may be surprised therefore to learn that users of messaging apps such as WhatsApp, Facebook Messenger and WeChat far surpass that of traditional social channels such as Facebook and Twitter, and with recent research from Webio finding that 62% of millennials are more loyal to brands that engage with them via messaging apps, the need for companies to transition over to more ‘talkative’ methods of communication has never been more crucial.
Having been purchased by social media giant Facebook for a whopping $19 billion in 2014, WhatsApp alone now boasts some 700 million active users, who are sending 30 billion messages a day via the planet’s most popular messenger service.
So what are the main perks of putting your company on WhatsApp and how can you tailor it to meet your company’s needs?
Respond in real time
If your target market is largely made up of Millennials, that is the generation born between the 1980’s to early 2000’s, then you will find that you have a small window in which to reply before people get agitated and move on to other companies offering a similar service. The young and old alike have got used to a world in which communication is instant and waiting around for email replies or phone calls is no longer a preferred option for the majority.
Promoting your WhatsApp number and informing your customers that they can make enquiries via it will put you leaps and bounds ahead of your competitors and boost customer satisfaction levels.
WhatsApp provides a free and easy way to speak not only to friends, but also to colleagues, which is particularly handy if you have teams based in different locations. The WhatsApp group feature allows you to chat with up to 100 people at once, which is a major benefit for a large company looking for quick and efficient ways to communicate information across its different branches.
In addition to that, users can send pictures, documents and links privately to a set group of people whilst on the move – a useful tool for busy individuals.
If you’ve ever dabbled in the computer game ‘The Sims’ and wondered what you’d look like as an Avatar, then look no further than the Bitmoji app.
Purchased in 2016 by Snapchat, the social media messenger favoured by pre-adolescents, for $100 million, the free app allows you to send a cartoon character, set with your features, choice of clothing and catch phrases to people in your group.
Not only does Bitmoji inject a bucket full of personality into your messages, but it also enables you to connect with younger audiences who are more likely to express their emotions and thoughts via social media channels.
Social media messenger apps can be a real benefit to large companies looking for new ways to communicate with new or existing customers, but it must be done properly. If you are opening up the chat feature to the general public to use, then a monitoring schedule would be recommended to ensure that someone is always on hand to manage queries and deal with requests.
Put the right procedures in place from the beginning and there are huge opportunities for success. After all, the social media trend is here to stay and companies must adapt and tailor their services to meet the expectations of today’s tech savvy customers.