According to a recent survey and report by Zbooni, businesses are urged to utilize WhatsApp as their primary communication channel with customers. The study, conducted by YouGov and encompassing 1,000 participants across the UAE, reveals that 85% of residents favor WhatsApp for engaging with companies. Notably, WhatsApp surpasses other platforms in terms of speed, accuracy, and helpfulness, as highlighted in Zbooni’s 2024 MENA cCommerce Report.
This report delves into the dynamics of business-customer interactions in the realm of ‘connected commerce,’ emphasizing the significance of chat and social channels. Results indicate that 88% of respondents perceive WhatsApp as the most convenient avenue for prompt and accurate responses from businesses, while 84% believe it to be superior to email for communicating with companies.
WhatsApp emerged as the predominant communication channel for reaching out to businesses, with 65% of UAE residents utilizing it to inquire about products or services in the past year. This surpasses other channels, such as call centers (55%), email (48%), and social media inboxes (less than 30%).
Ramy Assaf, co-founder and CEO of Zbooni, emphasized the effectiveness of WhatsApp, stating, “Engaging via WhatsApp allows for swift resolution without the frustration of waiting on hold or the formality of email. Given the significant demand from customers, UAE businesses should explore leveraging WhatsApp to enhance customer experiences, boost sales, and foster retention.”
For further insights, refer to the complete report.
