Meeting the needs of today's ultra-connected customers means delivering service on their terms. 

It's about two-way conversations, consistent service, and being there at the right moment. It's also about making customer service effortless. Your customers want to engage with you via the same messaging apps they use in everyday life. One of the most popular apps is WhatsApp.

The mobile messaging app reached 2 billion users in 2020 and has been embraced by businesses across Asia as a way to service their customers. These businesses range from early-stage startups to companies like AirAsia. AirAsia launched an artificial intelligence (AI)-powered chatbot that responds to simple enquiries in several different languages. 

So, how can you use WhatsApp to better engage with your customers? 

As a start, WhatsApp should be used alongside all your other channels to deliver a connected customer journey. Salesforce can support you with this by providing you with a platform that allows you to manage all your channels and data in one place. It also lets you manage multiple text conversations at once so that you can deliver faster service and boost productivity. 

Let’s take a look at how businesses are using WhatsApp and how it can help you to scale your conversations.


Learn how Salesforce and WhatsApp can help you have two-way conversations with customers at various points in their customer journeys. Join us for our on-demand webinar on how to leverage conversational platforms.