1 week ago

Businesses Struggle As 24-Hour Customer Expectations Reshape Communications

Customers increasingly want businesses to answer quickly.

They also prefer using messaging channels they already have, such as WhatsApp.

A report says many people dislike waiting on hold.

It also says most people want to know that a brand is legitimate before replying.

Businesses can lose customers when messages are handled on personal phones or unmanaged accounts.

New platforms give teams a shared place to manage conversations.

Some platforms use AI to answer questions and collect customer details.

WappBiz is one example and is used by businesses in several industries.

Key facts

Consumer waiting expectations: 69% of consumers surveyed consider waiting on hold a waste of time.
Message legitimacy: Nearly 80% say they need proof of legitimacy before engaging with a brand message.
Study scope: The Meta-commissioned Kantar study covered 22 global markets, including India.
Featured platform: WappBiz is described as an official Meta Business Partner.
CRM integration: WappBiz is integrated with MDOC, a CRM used across the real estate industry.
Other integrations: The platform also supports ZOHO, Google, Shopify and other business applications.
AI capabilities: Specialized agents can share real-estate materials, collect customer information and help book site visits through WhatsApp.

theprint.in · 1 week ago