What's best for customer communication? WhatsApp, SMS, or email?
Mohamed Elbadwihi
11 replies
What do you use? What have you found to be most effective?
Let me know in the comments :)
P.S. While you're here, we've launched something exciting today that'll supercharge your WhatsApp operations:
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Replies
Chirag Dodiya@chirag_dodiya
Email has worked well for us. Since most of our customers are worldwide and the communication is not time sensitive.
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Intercom
Top Product
WhatsApp all the way – Though this is mainly applicable in Messaging-first geos (LATAM, MENA, India, parts of SEA)
Videodeck
It really depends on where your specific customers/clients are. For ours, it's Discord :D
For customer communication, I prefer using WhatsApp for its ease of use and popularity among customers. However, email is also essential for formal communication and documentation purposes. So i use Clariti for managing multiple email accounts.
@efficient_builder923
It really depends on the customers and their communication tools)
Octopods
@serhii_uspenskyi That's true :-) What's it like in your team?
@serhii_uspenskyi Yup, that's a very healthy way of approaching customer communication! Customers use a variety of tools and like to be approached on their most convenient platform.
@yehya_eldeeb agree, so we need to be flexible)
The choice between WhatsApp, SMS, or email for customer communication depends on various factors, including the nature of your business, the preferences of your target audience, and the specific goals of your communication. Each platform has its own strengths and weaknesses.
WhatsApp is a popular choice for its immediacy and ability to facilitate real-time conversations. It is great for providing quick responses, addressing urgent issues, and offering a more personal touch. However, it may not be suitable for formal or lengthy communications.
SMS, on the other hand, is highly effective for time-sensitive messages, given its high open and response rates. It's particularly useful for appointment reminders, order confirmations, or short, important updates. Its character limit can be limiting for more detailed information, though.
Email is a versatile and widely-used platform that's excellent for delivering detailed information, newsletters, promotions, and longer messages. It provides a professional appearance and allows for structured, branded content. However, it may not be as immediate as WhatsApp or SMS, and the response rate can be lower.
Ultimately, the choice depends on your specific goals and your customer base. A combination of these communication channels may be the best approach, catering to the diverse needs and preferences of your customers while ensuring your messages are both effective and efficient.
The choice of the best communication channel for engaging with customers really depends on the specific context and your target audience. WhatsApp is great for real-time interactions and personal touch, making it ideal for quick queries and providing immediate support. SMS, on the other hand, is a reliable and direct way to reach customers, especially if you need to share time-sensitive information. Email, while more formal, is perfect for sending detailed information, promotions, and updates. The key is to use these tools strategically to best cater to your customers' preferences and the nature of your message. So, think about your goal, your customer's needs, and the urgency of the communication to determine which platform will be the most effective. It's all about finding the right balance and being flexible in your approach to ensure great customer communication.