Gartner predicts that 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.
These numbers show the shift in online behaviours and platforms your audience are now using to engage with your brand.
Consumers are moving away from traditional channels such as phone or email which are now becoming too slow and ineffective. They are turning to social messaging, chat apps and live chat expecting fast, seamless service and on their own terms.
Download our WhatsApp info sheet to understand how to use WhatsApp to its full potential.