“Cheaper than push notifications and SMS”: experts have discovered what problems companies solve through messaging

According to TextBack, 52% of customers would like to communicate with support via chat. For almost all users (99%) it is important to be able to write messages and ask questions themselves.

The service analyzed what tasks a company that was not blocked by WhatsApp helps solve.

Marketing

This is the most promising direction that is actively used by companies. According to TextBack, of all the templates submitted by companies, 76% fall into the marketing category.

At this address you can:

• Use interactive mechanics (quizzes, surveys and various games);
• Invite to events. Thanks to this type of shipment, Out Of Cloud was able to increase workshop performance by 15%;
• Register for services;
• Edit customer database;
• Accept payments. You can send customers links to payment pages in Messenger for the customer to choose a convenient payment method;
• Return abandoned carts if the customer selected a product on the site and did not pay for it. This feature was used by Product University. Up to 20% of customers do not pay for their order. After sending WhatsApp to the database of said clients, 73% of them responded, and 43%, after correspondence or conversation with the manager, paid for the previously chosen service;
• Capture the flow of customers at offline points and accompany them online.

Inform

Another task that can be solved using messengers is information. Companies use WhatsApp to send customers information about the status of a transaction, order or delivery. This method is cheaper than setting up push or SMS notifications.

Thus, the opening rate of email newsletters is 21.6%, while a message on WhatsApp is opened by 80% of users. Furthermore, 16% of Russians do not answer the phone if they see an unknown number and treat such calls with distrust.

Authentication

We are talking about messages with password and login confirmation, one-time passwords and access codes. The messenger allows you to register new users and restore access to old ones. WhatsApp now has a separate newsletter category for this.

Customer service and support

Working with instant messaging helps automate customer service work. Users can find answers to their questions using chatbots, and integration with CRM helps them not miss incoming requests.

Today, couriers are suitable for a wide range of business tasks: from marketing to support and logistics. They help recover inactive users, motivate them to buy and make the work of managers easier, TextBack concluded.