WhatsApp: A Gateway to the market.

How businesses are using WhatsApp to open a bigger door into the market.

As a frequent traveler for both work and leisure, I've found WhatsApp to be an incredibly useful tool for staying connected with businesses while on the go. Just last week, I had a particularly busy work trip that took me from Durban to PE, then PE to Cape Town, and finally back to Durban, all in just three days. With such a tight schedule, I needed a way to easily manage my travel plans and stay updated on any changes or updates.

Luckily, I was able to use WhatsApp to check in for my flights with FlySafair, who promptly sent me their magazine, boarding gates, boarding pass, and other important information all through the messaging app. It made my life so much easier to have all of this information in one convenient location, especially when I was rushing from one airport to another.

This experience got me thinking about how other businesses could benefit from using WhatsApp to streamline their customer interactions. Social media platforms have become a significant part of businesses' marketing strategies. However, as eCommerce continues to grow, companies need to explore new ways of connecting with their customers and streamlining their sales processes. WhatsApp has emerged as a powerful tool for businesses looking to open a bigger door into the market.

WhatsApp allows businesses to connect with customers in real-time, making it easier for them to communicate and transact. WhatsApp Business is an extension of the app designed specifically for small businesses. It offers additional features such as business profiles, automated messages, and catalog displays to enhance communication with customers.

One of the most significant advantages of WhatsApp is its API, a set of communication protocols that allow businesses to integrate the app into their existing systems and workflows. This means that businesses can send automated messages, notifications, and updates to their customers, improving customer engagement and streamlining the sales process.

To put it simply, WhatsApp's API makes it possible for businesses to use the messaging app in a way that suits their needs. For example, a business can use the API to send automated messages to customers who have abandoned their shopping carts or to provide updates on an order's status. This allows businesses to provide a more personalized experience for their customers, which can lead to increased sales and customer loyalty.

Twilio and MessageBird are two of the leading providers of WhatsApp API services. They offer a wide range of features and services that enable businesses to connect with their customers via WhatsApp. From chatbots to customer support solutions, businesses can leverage these services to create a seamless experience for their customers. I know for example MessageBird is free to a certain extent, allowing digital nomads a fail safe space

But is WhatsApp the king of social eCommerce platforms? While WhatsApp has a massive user base in countries like South Africa, where feature phones are still prevalent, it's not the only player in the market. Telegram, for instance, is a messaging app that offers similar features to WhatsApp and has gained popularity among younger audiences.

Telegram is ahead of WhatsApp in terms of automation capabilities. Telegram's bot platform allows businesses to create custom automations for their chatbots, enabling them to handle complex queries and improve the overall user experience.

However, WhatsApp's user base in South Africa is massive, with over 38 million monthly active users. People in the region often use WhatsApp as their primary mode of communication due to the prevalence of feature phones with limited storage space. This presents a significant opportunity for businesses looking to connect with customers in our part of the world.

In conclusion, social media platforms like WhatsApp are becoming increasingly important for businesses looking to tap into the growing eCommerce market. While WhatsApp may not be the only player in the market, its massive user base and API integration capabilities make it a powerful tool for businesses. With the rise of chatbot technology and increasing demand for seamless customer experiences, WhatsApp and its competitors are likely to play a significant role in the future of eCommerce.