Digital channels like WhatsApp have surged in popularity in recent years, completely transforming the way people interact. With digital natives expected to account for over 75% of the workforce by 2030, the trend toward digital channels will only grow.
- 60% of all customer service engagements will be delivered via digital and web self-serve channels (like social messaging, chat apps, and live chat) by 2023—Gartner
- 2.77 billion people use messaging apps frequently—eMarketer
- 64% of people would prefer to message rather than call a business—Facebook for Business
In this guide, we'll show you how digital channels like WhatsApp can help you create better, more customer-centric experiences in several key ways.