For those who own or manage an e-commerce business, contacting consumers on WhatsApp is an opportunity to strengthen business relationships, build customer loyalty and, on top of that, share news. In addition, it is a very good technology for conversational commerce. This is something that can certainly help generate more sales in retail. Follow along!
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CONTACT ON WHATSAPP: WHY DO PEOPLE USE THIS APP TO COMMUNICATE WITH COMPANIES?
In April 2024, Opinion Box interviewed 1.100 WhatsApp users to learn more about the behavior of Brazilians on this app. Part of this research addressed the topic of these users' relationships with companies. In this context, according to the Opinion Box – WhatsApp Report – July 2024 :
- 77% of Brazilians use Whatsapp to ask questions or request information from companies;
- 67% to receive technical support;
- 58% to purchase products and services;
- 51% to receive promotions;
- 47% to cancel services;
- 41% to receive news and content.
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As can be seen, at least in Brazil, WhatsApp plays a leading role as a conversational commerce tool . In this context, contact via WhatsApp can be quite useful for boosting sales in both online and physical stores. Keep reading!
WHAT DO PEOPLE DO WHEN THEY RECEIVE OFFERS ON THE APP?
According to the Opinion Box – WhatsApp Report, what happens when people receive offers on the app? Basically:
- 47% of them read it and, if the offer interests them, they respond to the message;
- 31% ignore the message;
- 20% block contact before seeing what it is about;
- 2% read and even respond to the company's message.
According to these statistics, a large portion of Brazilians ignore messages from companies. However, almost half of them have a certain tendency to respond. And more than that, the survey found that 54% have already purchased a product more than once via WhatsApp, 8% only once, while 38% have never done so. For 49% of Brazilians, there is no problem in receiving advertising on the app, as long as they have provided their phone number to the company. Finally, 67% consider WhatsApp to be an excellent channel for communicating with companies. Keep reading to find out more!
CONTACT ON WHATSAPP: PAYMENT METHODS
The Opinion Box study also showed how contacts on WhatsApp like to pay for their purchases in the app. The majority, precisely 79% of them, do not use WhatsApp Pay, which is the app's official payment tool.
Of the 79% of consumers who do not use Whatsapp Pay, 25% do not do so because they are afraid of fraud, 24% because they do not know anyone who uses it; 23% because they do not feel comfortable sharing bank details on the app.
Meanwhile, 41% of people who participated in the study revealed that they prefer to use other tools or applications to make transfers via PIX to the companies from which they purchased a product. PIX, therefore, is the main payment tool for a contact on Whatsapp.
To learn more about companies' relationships with consumers in Brazil via WhatsApp, click the link in the second paragraph of this article and download the Opinion Box – WhatsApp Report directly from the Opinion Box website and read the full document!
