WhatsApp, with over 1 billion users, launched the WhatsApp Business API to cater to the demand for chat commerce
Fast, direct line to customers
Chat commerce lets consumers quickly connect with brands, and they’re willing to pay a premium for simplicity and speed.
A PwC study found consumers would spend more in exchange for good brand experiences. And customers value speed and efficiency as the most important contributors to molding positive experiences.
Companies are creating chat commerce offerings to meet these demands.
MTN South Africa, for example, has partnered with Clickatell to launch MTN Chat, giving customers the ability to engage with the telco over WhatsApp.
MTN customers can now easily – and securely – perform a range of transactions, including checking balances and purchasing data bundles and airtime.
In finance, institutions like Steward Bank offer chat banking via WhatsApp. The bank worked with Clickatell to provide the chat commerce channel, attracting over 30 000 users in the first three weeks. Steward Bank customers can check balances, access customer service, open accounts, and purchase digital products.
If you’re driving chat commerce on the platforms your target audience is active on, it’s easier for your customers to connect with you.
“To truly scale conversational commerce for your brand, it is necessary to follow the omnipresent approach… The aim is to reduce app or task switching. Otherwise, the chatbot is defeating the purpose of conversational commerce,” reads the MarTech Advisor article.
A tool like the WhatsApp Business API enables companies to have real-time conversations with customers in WhatsApp, creating a direct line between shoppers and brands. This solution offers businesses global reach, and the API integrates easily into existing systems. On top of that, it’s a cost-effective way to boost customer satisfaction.