How SMEs are using WhatsApp to offer better customer service

Although small and medium enterprises (SMEs) account for the majority of businesses worldwide, they often lack the resources and structure to serve customers at scale in comparison to larger companies. This opens up SMEs to great risk as industry research by Statista has shown that 40 percent of customers say they will stop doing business with brands because of poor customer service, whether this is because the brand is failing to provide solutions to issues fast enough or is not available across multiple channels.

Messaging apps are the way forward for SMEs. Consumers are familiar with channels like WhatsApp as they use them to communicate with friends and family, and are now expecting businesses alos be active on these channels. By offering an easily integrated, single-channel solution for customer communication, businesses can better engage with customers. Companies that use messaging apps are therefore able to prevent missed customer opportunities caused by being unable to provide the service expected.

Drawing on CX Network’s poll results from a panel of 68 customer experience enthusiasts at SMEs, this report explores the current state of customer service for SMEs in e-commerce. It also digs down into the untapped benefits like automation and decreasing repetitive tasks that services like WhatsApp can offer SMEs to increase sales and improve customer service.

Download this report to learn:

• The current state of customer service maturity for SMEs
• What customer service challenges and blind spots SMEs are facing
• How WhatsApp supercharges customer service maturity at SMEs