My morning rant: For many users, messenger services are by far the most widely used apps – also in Germany. However, many companies only offer conventional communication channels via telephone or email – a mistake.
The majority of companies offer their customers various contact options, from telephone hotlines to e-mail access to chatbots on the website that automatically answer questions.
However, one channel is still severely underrepresented: the ability to communicate via messaging app, especially WhatsApp. Smartphone messengers are now by far the most frequently used apps in many countries.
According to the recently published ARD-ZDF online study, for example 83 percent of all Germans over 14 years of age Messenger at least once a week, 81 percent of them WhatsApp; Every day there are still 71 percent, of which 70 percent WhatsApp, each with Telegram, Threema and Signal on the seats.
Many consumers definitely want to communicate not only with friends but also with companies via messenger. After all, every second German says they would “always” or “often” want to communicate with a business via WhatsApp, as reported on this blog this week.
At the same time, many companies often do not offer this communication channel at all – partly because of data protection concerns or out of ignorance. Messenger, for example, with its WhatsApp Business function, offers a wide range of additional services especially for companies. Companies should include messengers more than before in their communication mix!
Related articles:
When spying on the net, the GDPR proves to be a toothless tiger to this day!
The inadequate digitization in production is now affecting employees!
Krokers RAM: Collaboration requires more than just a software tool!
Krokers RAM: The human double standard is exemplified on Facebook!
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