CX Files Gareth Bray - Premier CX - Why Customers Prefer WhatsApp
Gareth Bray is Business Development Director and WhatsApp Guru at Premier CX. He is based in Odiham, Hampshire, UK.
Over 100 billion WhatsApp messages are sent daily by users - that's more than a million messages on the platform every second. Between 1 to 3 billion of these daily messages is a customer talking to a business.
Gareth was on the Meta team when they launched WhatsApp in Europe so he has a long background using this asynchronous messaging tool. In many global markets WhatsApp has entirely redefined customer service. In Brazil and India it can be used to locate local businesses and almost all businesses engage with customers using WhatsApp.
It's not so prevalent in the US (although still over 100m users) or Europe, but should more companies be looking at this tool?
After all, as so many CX directors look to AI for a quick win, they could be exploring a tool that is used billions of times daily and offers a way to engage with customers that is much more convenient than webchat. It's also free for the customer and very low cost for the business.
Mark Hillary called Gareth to explore WhatsApp and why more companies should be considering this messaging app.
https://www.linkedin.com/in/gareth-bray-207105a/
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Summary:
Mark Hillary and Peter Ryan discuss the rise of WhatsApp as a customer service channel, particularly in Brazil and India, with Gareth Bray from Premier CX. WhatsApp's asynchronous support allows for convenient customer interactions, improving efficiency and reducing costs by 85%. Bray highlights that 1 billion people weekly message businesses on WhatsApp, and the platform's user base in the US is growing rapidly. WhatsApp offers features like decision trees, video clips, and integration with CRM systems, enhancing customer experience and agent efficiency. The platform's automation and AI capabilities are also emphasized, with a focus on agentic AI that allows customers to accomplish tasks within a flow.