This research report examines how small and medium-sized enterprises (SMEs) are using WhatsApp as a sales and customer communication channel. It highlights the importance of exceptional customer service in today's market, with 40% of customers saying they will stop doing business with brands due to poor customer service. SMEs often lack the resources and structure to serve customers at scale, leading to disconnected customer service and tech silos. WhatsApp offers a solution to these challenges, providing a platform for SMEs to communicate with customers and automate large volumes of customer inquiries. The report concludes that WhatsApp can be a valuable tool for SMEs looking to improve their customer service and sales strategies.
