No need to visit a webshop anymore, use WhatsApp!
Nowadays smartphones are all around us. When taking a train, walking around on campus or visiting a concert, you can see people using their phone everywhere. One of the major purposes of the mobile phone is texting. However sending SMS (for the ones who never heard of it: Short Message Service) messages is completely out-dated. Mobile service providers lost their cash cow to various message services that are using an Internet connection for getting messages from one person to another. The most popular one is WhatsApp.
Currently WhatsApp is installed on 90% of all smartphones in the Netherlands and the application has 9.5 million Dutch active users (Bathoorn, 2015; Multiscope, 2015). Furthermore, the app is used frequently: on average Dutch WhatsApp users are sending 30 messages per day while receiving 65 messages. For young adults between 18 and 34 years old, these numbers are even 60 and 150 respectively (Multiscope, 2015).
Mobile phones notifying you all day long about a new picture that has been send by your friend or about your mom asking you when you will visit your parents again. But the app is not just used for personal messages. Currently 38% of all WhatsApp users are using the app for business purposes as well. Among young adults (18-34 years) this number reached 48% already (Multiscope, 2015).
Since WhatsApp is one of the most popular apps and people tend to use it for business purposes as well, why haven’t a lot of companies switched to WhatsApp in order to reach customers yet? That is exactly what Jarno Duursma discusses in his book called ‘WhatsApp voor bedrijven’ (WhatsApp for businesses). Duursma describes four major reasons why businesses should use WhatsApp (Bathoorn, 2015):
- With 9.5 million active users, target groups are using the app on a large scale.
- WhatsApp is user friendly; everyone knows how to use the app.
- Messages are more likely to be read. WhatsApp is currently in the top 5 of apps being used most frequently worldwide.
- WhatsApp can lead to higher conversion in comparison to social media, since messages can be send anonymous instead of via a public page.
An early adopter of WhatsApp for business is SuitSupply, a well-known men’s fashion brand. To provide high quality service via the app, SuitSupply linked the message service to their CRM system. By doing that, they directly know whether a customer purchased something before, whether he is still waiting on a package to arrive or whatsoever (Duursma, 2015). As mentioned by Martijn van der Zee, marketing director at SuitSupply, customers can send WhatsApp messages when they need any style advice. Customers can easily send a picture of their suit and a SuitSupply employee will find and share matching shirts and ties. If a customer is interested, he can even pay via WhatsApp and in most cases the products will be delivered the next day (Duursma, 2015).
So, with an incredible number of active users and the successful case of SuitSupply, WhatsApp seems to be a valuable way of contacting and serving customers. So, would you prefer WhatsApp instead of other social media platforms such as Facebook and Twitter? And do you believe in ordering via WhatsApp, or would you rather visit a webshop?
Let me know!
Bathoorn, J. (2015, June 6). WhatsApp voor bedrijven, doe jij al mee? Accessed on: October 10, 2015, at frankwatching.com: http://www.frankwatching.com/archive/2015/06/06/whatsapp-voor-bedrijven-doe-jij-al-mee/
Duursma, J. (2015, October 5). WhatsApp als servicekanaal: Suitsupply pakt het innovatief aan [case]. Accessed on October 10, 2015, at frankwatching.com: http://www.frankwatching.com/archive/2015/10/05/whatsapp-als-servicekanaal-suitsupply-pakt-het-innovatief-aan-case/
Multiscope. (2015, July 28). Nederlander krijgt 65 berichten per dag via WhatsApp. Acessed on October 10, 2015, at multiscope.nl: http://www.multiscope.nl/persberichten/nederlander-krijgt-65-berichten-per-dag-via-whatsapp.html