Shopping, Payments and Customer Service on WhatsApp

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Over the last few years, we’ve seen a real shift towards messaging apps for personal communication and increasingly people are relying on WhatsApp to get business done as well.

Many of the old ways in which people and businesses communicate are not working. While businesses spend billions of dollars annually managing phone calls, e-mails, and SMS, people do not want to wait on hold, get passed from person to person, or wonder if their messages were received.

The global pandemic has made clear that businesses need fast and efficient ways to service their customers and make sales. More than 175 million people every day message a WhatsApp Business account. Our research shows people prefer to message a business to get help and they’re more likely to make a purchase when they can do so.

For the last two years, we’ve provided the WhatsApp Business app and WhatsApp Business API to help businesses of all sizes manage their chats. We’ve listened to feedback on what’s worked and believe WhatsApp can help make messaging the best way for consumers and businesses to connect.