In the latest industry report for consumer relations, Landbot shows WhatsApp is rapidly becoming the preferred channel for business communications. 

According to the report, 60% of respondents to a 600-person survey taken by professionals and consumers across the United States, United Kingdom, Spain and Germany prefer WhatsApp for customer support as opposed to traditional avenues such as email. 

Another 40% said they are more open to receiving marketing through WhatsApp. This is in stark comparison to the 31% and 29% of customer service operatives and marketers respectively who already adopted WhatsApp into their strategies. 

In the United Kingdom, the Customer Satisfaction Index is on the decline at 77 points out of 100. According to the bi-yearly report, more organisations have declined than improved by at least two points in the past year. The report also noted that roughly one in six customers experienced a problem with an organisation, growing significantly in the past two years. 

The United Kingdom is home to over 30 million WhatsApp users and is the most-used messaging platform with almost 75% of internet users aged 16-64 chatting on it, according to a report. In its industry report, Landbot found almost half of the respondents preferred chatbots for their 24/7 availability, convenience, and quick response time. 

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In an attempt to meet customer’s needs with modern solutions, 23% of  organisations use AI chatbots integrated into communication streams for customer support, and 31% say they plan to use them in the near future according to a Salesforce report. However, these numbers are relatively low, considering the widespread use of automation in other industries. 

According to the Landbot report, one in five customer service operatives think the automation process is too complex and takes too long to implement. Large language models such as ChatGPT could proliferate the use of chatbots for customer service streams, as it becomes easier to integrate AI into customer service strategies.