Last week we have discussed the use of Emoji’s in marketing strategies. This week we will discuss the #1 platform in which Emoji’s are used: WhatsApp. It’s quick, it’s fast and with over 9.5 million WhatsApp users in the Netherlands (from the 17 million citizens), it is no surprise that brands are getting more interested in using WhatsApp marketing as a way to engage with customers. Here are a few ways in which brands can implement WhatsApp in their marketing communication strategies:
Many insurances and retailers are now offering customer care through WhatsApp. Customers get the opportunity to ask a question, and response times are usually quicker and may be less than within a few hours. Complaints are also less likely to go viral when handled in a one-to-one chat.
Do you need any help preparing your Christmas dinner? No worries! Albert Heijn is ready to guide you through a perfect recipe through WhatsApp!
Apart from customer care, it is even used as a newsfeed service e.g. by the NRCQ, in which they send you news articles throughout the day. The chances of getting your content shown through a whatsapp text, are more likely than an post on Facebook.
WhatsApp has a lot of potential in marketing strategies and it is a great tool for relationships and engagement when used for customer service. However, WhatsApp does have strict rules in terms of privacy and the commercial usage. Which is why it is a one of the few places left in which consumers are there to engage with the friends and families without being disturbed by brands.
What do you think of WhatsApp marketing in business strategies? Use the WhatsApp share button down below!
Ps. This article is not sponsored by the Albert Heijn or NRCQ.