Digital Transformation has made it a lot of things easier in the new age with new solutions coming through in different sectors everyday.
Among the areas that have improved with digital transformation is communication. Today, communication has been made easier with new apps and softwares that have made it easier to communicate with anyone around the world, real time.
Whatsapp messaging app is one of the platforms that have connected the world, reducing to a global village, with more features being introduced to the platform. One thing that is clear about Whatsapp is that its users spend a lot of time on the platform.
Given the amount of people connected on WhatsApp and the amount of time they spend on the platform, there’s a lot that can be done on the app. We have already seen WhatsApp for Business and digital advertising that is done on the platform.
The next step for WhatsApp is for businesses to use the platform to develop and improve its customer experience. Actually, this is already happening and many businesses are seeing the benefit of having WhatsApp communication with customers.
This was the main topic of discussion at the Gupshup Whatsapp Webinar as experts debunked the opportunities that WhatsApp has in the business world and how it can be leveraged to improve how businesses engage with their customer.
The webinar was moderated by the Chairman and Publisher at CIO Africa, Harry Hare, with panellists; Barinderpal Mumick (the VP, Business Development & Operations at Gupshup), Divine Muragijimana (a Marketing and Communication Executive), Flora Kinuthia (Head of IT at Farmers’ Choice Ltd.), and Peter Malla (the Head of IT Infrastructure at NBK).
The panellists agreed that WhatsApp is still developing and there’s more opportunities in the future for WhatsApp to grow and be used in different things. However, the different panellists had different ideas on what should be prioritized for a business to grow its relationship with customers on Whatsapp.
According to Divine, the most important thing is working to bring delight to customers.
“The most important thing is creating a conversational experience with the customer. Making the customer feel like they are valued and are being hears. This will bring about customer delight and improve customer experience,” Divine said.
Business Development and Operations VP at Gupshup, Barinderpal Mumick, agreed with Divine’s statement adding that now is the time for businesses to invest in this.
“Businesses need to start putting themselves on WhatsApp and promote their WhatsApp number to customers. This way, the businesses can communicate with customers whenever and even automate responses to suit what the customer needs,” Barinderpal noted.
“Customer experience is taking the front seat in the market. AI Conversations is helping brands create better customer experience and WhatsApp is part of this. Making communication with the customer quick, simple and creative,” Barinder added.
On his part, the Head of IT Infrastructure at the National Bank of Kenya (NBK) Peter Malla said that we are not even close to realizing the potential of WhatsApp.
“WhatsApp is at its infancy stage and there are a lot of things that can still be done via the platforms. WhatsApp Business is just but an example of how WhatsApp can be leveraged to improve a business’ customer experience,” Peter said.