There’s hardly anyone who hasn’t used WhatsApp. With a massive userbase of over 400 million active users, India is one of the biggest markets for the Facebook-owned business messaging app. The eCommerce industry has been quick to evolve with technological advancements and WhatsApp has seen this as an opportunity to jump on to the eCommerce bandwagon.
Companies have started actively incorporating WhatsApp into their eCommerce strategy. WhatsApp Business has become the go-to messaging channel for customer care.
Small businesses have started using the catalog feature to share information like product photos, addresses, map locations, etc. Whenever a customer enquires about a product, a catalog can be shared to help view products and get information for a particular item.
A Nielsen report on FMCG consumption during COVID-19 has mentioned that consumers have started using WhatsApp to place orders due to the social distancing norms.
According to sources, WhatsApp Business will experience unprecedented growth of more than 5,400% among medium and large businesses looking to use its API. The findings are based on research involving all the major omnichannel messaging providers.
Mobilesquared believes 5.25 million small and micro businesses were using the free WhatsApp Business app at the end of 2019, and it expects this number to rise to almost 7 million by 2024.
- Enhance customer service & support
- Take advantage of broadcasting & alerts
- Ease of delivery & communication
- Distribute content
- Brand authenticity
As the pricing of mobile data stays low, and smartphones become affordable, penetration of WhatsApp would boost in the coming time and make it the most convenient platform for consumers to interact directly with brands.