At the same time, customers expect fast and easily accessible support. Phone support remains important, live chat continues to grow rapidly, and WhatsApp combines the strengths of both: personal, direct, and flexible. A conversation doesn’t need to be resolved immediately; it can continue whenever it suits the customer. The question is no longer whether WhatsApp is relevant for customer service, but why it is not yet a structural part of many organizations’ service strategy.
In this whitepaper, we explore how WhatsApp can function as a fully-fledged service channel. We explain what WhatsApp is, how it compares to live chat and voice, and why the WhatsApp Business Platform API is essential for deploying the channel in a professional, scalable, and secure way. Always as an integrated part of your existing customer service operation, not as a standalone channel.