Beyond WhatsApp: Why Businesses Need Conversational Strategies to Succeed

June 22, 2020 (Updated)

Conversational Messaging

There’s no denying that WhatsApp is a powerful communication channel. With 1.5 billion users in 180 countries, WhatsApp is the most popular messaging app in the world.

But, in the rush to meet their customers on WhatsApp, businesses often overlook a central need: the need for a conversational strategy. Without conversational strategies, brands are not nearly as successful as they could be. 

Brands must offer seamless experiences, regardless of the channel

WhatsApp, Facebook Messenger, Telegram, Viber. When you start looking for ways to engage with your customers, you’ll realize there are lots of choices. 

Winning brands, however, know that the choice is best left to the customer. The whole point of most conversational strategies is to communicate with customers in the way that they prefer. 

No matter how customers approach you, the conversation should be seamless. It should be personalized, consistent, and contextual. 

We get it. It sounds complicated (and costly). But creating those unified experiences is less difficult than you might think. And, it’s certainly less difficult (and cheaper) than finding yourself without a real strategy later on. 

Without conversational strategies, brands miss out on revenue opportunities

It’s tempting to open communication channels without giving it much thought. But you will be surprised by the high volume of customers that will contact you. Are you prepared to handle it? 

Not responding to your customers immediately defeats the purpose of opening a messaging channel. You need automation. Having a strategic approach to these conversations with your customers pays off big-time.

By using a conversational apps platform like Hubtype, companies can go beyond text-based messaging and incorporate graphical interfaces that include carousels, buttons, date pickers, attachments, and more. These elements enhance the customer experience even further.

Hubtype’s conversational platform combines helpdesks, analytics, messaging channels, and automation all into one interface.

By adopting an all-in-one solution like Hubtype, businesses gain powerful efficiencies. They’re able to collect and share data between different online platforms and sales channels. 

With more information and connections, businesses can automate more. They can serve customers faster, more efficiently, and more intelligently. 

In short, conversational strategies help businesses work smarter, not harder. They integrate sales, marketing, and customer support functions in ways that improve overall organizational health. 

Does your business need more than just WhatsApp? 

There are many companies out there that can help you open up a WhatsApp channel. So, how do you know if you need more? 

Ask yourself: 

  • Do you want to improve your customer conversion and retention rates? 
  • Do you want to lower your customer acquisition costs? 
  • Would automating 80% of FAQs make your team more productive? 
  • Is reducing customer wait times a priority? 
  • Do you want to decrease operational costs?
  • Will you need to scale your conversations as your company grows? 
  • Do you need help managing the handoff between automation and human agent?

If you answered “yes” to any of these questions, you probably need more than just WhatsApp. You need a conversational strategy.


The Workbook & Checklist for Opening WhatsApp and Other Messaging Channels

Businesses are a decade behind their customers in adopting messaging: they’re still using expensive traditional channels like email and phone. This free, 16-page workbook and checklist outlines the project structure necessary to succeed in conversational at an enterprise level.

Download your free practical guide to:

  • Define scope and use case
  • Improve customer experience
  • Determine a go-live strategy
  • Evolve and scale
Download the Workbook and Checklist Now