Customer expectations are rising fast. Whether you’re managing thousands of daily service interactions or evolving CX strategy, the pressure to deliver a seamless, fast and effective service is intensifying. As customer behaviour accelerates toward a mobile-first, asynchronous service, a quiet revolution is underway and WhatsApp is at its core.
WhatsApp is no longer just a messaging app, it’s rapidly becoming THE channel for modern customer engagement. The next wave of CX transformation has already begun. Forward-thinking contact centres aren’t asking if they should integrate WhatsApp, they’re asking how fast.
WhatsApp stands out as the most powerful and scalable messaging channel for modern contact centres.- blending automation, AI, rich media, and frictionless integration into one fast, secure, cost-cutting solution.
• WhatsApp is the dominant UK messaging platform, with over 59m monthly active users in the UK. It has become the strategic channel for any contact centre looking to meet customers where they already are.
• It is currently the only business communication platform showing consistent growth in the UK CX landscape. UK contact centres are increasingly adopting WhatsApp as a channel, with usage rising from 19% in 2023 to 22%
in 20242.
• The business case for WhatsApp is clear, with proven results including a 54% increase in agent productivity, a 33% reduction in call volumes, and up to 85%3 lower costs per customer interaction when compared to phone-based support.
WhatsApp and AI
A WhatsApp channel works brilliantly with AI. Whether for agent assist, chat, flows, or agentic applications, marrying your customer’s preferred channel with AI is a winning combination.
WhatsApp and Video
Whether answering an FAQ; describing a product, or selling an experience, video on WhatsApp is best. The average reading age in the UK is 9yrs old, video is replacing text at an accelerating rate (newspapers to TikTok; printed product guides to online ‘how to’ videos etc.). WhatsApp also enables a customer to demonstrate an issue to an agent in a video, resulting in much faster resolution and happier customers.
How do businesses get started with WhatsApp?
At Premier CX, we help you identify the most effective and feasible WhatsApp integrations for your existing systems, and guide you on what works best technically and strategically to maximise impact and efficiency at your company.
For your complete guide to the WhatsApp revolution transforming contact centres, click here. Or to speak to us about our WhatsApp Managed Service, click here.
