My first Magazine WhatsApp Is Becoming the Preferred Platform for Bu | Page 2

When Mark Zuckerberg made the decision in 2014 to acquire this social messaging app, the decision
wasn’t bereft of quantifiable frowning by many. But with the unparalleled popularity and its multiple
usages, WhatsApp has made the $19 billion dollar investment look as successful as it ever could be.
One-to-one personal communications to group communications among professionals to large forums,
WhatsApp has its varied user base far and wide.
One of the them are the businesses which are leveraging unprecedented benefits of this social media
platform to accomplish many goals.
Internal Communication
WhatsApp has assumed the role of an unofficial platform for quick official correspondence and
communication. More and more organizations are making use of this platform for varied purposes time-
to-time from communicating motivational messages to discussions on projects with their employees.
Internal departments – sales, marketing, and production etc. – also have their own WhatsApp group to
share and discuss issues and fulfill department specific communication needs. This practice saves time in
sending mails and help in reducing chances of mails getting lost among myriads of mails received every
day.
Customer Communication
WhatsApp is fast becoming a go-to tool for businesses to reach out to existing customer base and also
new potential customers. It is an effective marketing tool adopted by businesses for reaching target
group which is essential for businesses to reap out the best benefits of its marketing activities. Since
WhatsApp is text message outlet, it saves the initial jerk of a cold sales call. Besides, according to
statistics, follow ups through WhatsApp yields better responses than phone calls to prospective
customers.
Customer Service
WhatsApp has become an extended channel for customers to reach business and shares their views,
comments, queries and feedback. Most businesses now include this channel as one of multiple channels
such as email, phone, fax, to simply send a text message.
Vice-versa businesses have also integrated it as an effective tool for providing customer service.
WhatsApp provides businesses a scope for real-time customer service through prompt reply which go a
long way in creating brand value and customer loyalty. Since WhatsApp is a media rich platform,
businesses also make use of customized text, images, audio, and videos to provide guides and solutions
to customers.
Similarly, WhatsApp is helping businesses to conduct virtual customer survey and collect valuable
customer feedback about products and services much faster. Instead of reaching each customer at a
time, a questionnaire or specific questions in a target group garner responses which build up the path
for continuous improvement.
Multipronged Marketing
WhatsApp are helping businesses in accomplishing many marketing targets from a single platform.
Businesses send promotional messages through WhasApp to initiate a conversation with a potential
customer. What more, for existing customers, businesses use status feature of WhatsApp which they