92% of Brazilian companies use WhatsApp for customer service

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According to a survey carried out by the OTRS Group in collaboration with Pollfish, WhatsApp is the main application used by Europeian companies to provide customer service. The “OTRS Spotlight: Consumer Service”, among more than 500 executives interviewed, points out that 92% of companies in the country use the social network as a communication tool🇧🇷

The value is expressive when compared to other countries, such as Germany, United States, Mexico and Singapore, where email is the most used channel, with 80%. Next are tools such as the telephone (69%), WhatsApp (58%), Facebook (41%), chat (38%), Instagram (35%), the company’s own application (23%), Twitter (15 %) and LinkedIn (15%). The messenger is highlighted by some users as practical and accessible, since it is free, and for allowing a faster service, which speeds up the service between customer and store owner, almost in real time — in addition to the possibility of inserting robots that have a lot of communication precision.

Among respondents overall, 77% say they use self-service channels and 68.6% were able to increase customer satisfaction by doing so. In addition, 44% argue that they have more time for contact with the consumer public, 23% recorded fewer consultations and 19% even managed to reduce the customer turnover rate. In Europe, 89% of companies recognize that self-service tools added to commerce, something less in the United States (83%), Singapore (77%), Mexico (73%) and Germany (63%).

And you, do you have a business and use WhatsApp to talk to customers or are you a consumer who already uses the tool? Leave your comment about the experience below.

>#wrapperApp {-webkit-box-shadow: 0px 0px 5px 1px rgba(0,0,0,0.23);-moz-box-shadow: 0px 0px 5px 1px rgba(0,0,0,0.23);box- shadow: 0px 0px 5px 1px rgba(0,0,0,0.23);padding: 5px;background-color: white;display: flex;height:155px;}#appImage { width: 25%;} #appLogo { width: 154px;height: 154px;}#appDetails { flex-grow: 1;padding-left:1px;}#name {font-size:150%;}#price, #developer, #size {font-size:80%; }#links{flex-grow: 1;padding-left:50px;}.lojaImg {width: 35px;height: 35px;margin-right:3px;vertical-align:middle;}.lojaImgWindows {width: 27px;height: 27px;margin-left:3px;padding-right:6px;vertical-align:middle;}.storesdivs {margin: 5px;margin-bottom:10px;}.storeslinkmobile {margin-right: 6px;}.stores {margin- right:6px;margin-top:13px;}#lojasmobile{display:none;} @media only screen and (max-device-width: 480px) { #wrapperApp {height:auto;}#appDetalhes {padding-left:42px ;}#lojasmobile {display:block;}#lojalinkmobile {font-size:85%}#nome {pading-bottom:4px;margin-bottom:4px;font-size:110%;}# price, #developer, #size {display:none;}.stores{display:none;}.storeImg {width: 19px;height: 19px;}.storeImgWindows{width: 19px;height: 17px;}#appLogo {width: 115px;height: 125px;} }

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Abraham
Expert tech and gaming writer, blending computer science expertise