WhatsApp has transformed the way we communicate with our customers, serving as a direct and personalized tool. As a result, utility messages play a crucial role in informing customers about transactions, deliveries, and other essential aspects. This value contribution has significantly reduced messaging costs, creating a unique opportunity for businesses to optimize their communication strategies and enhance the customer experience.

What Are Utility Messages and Why Are They Important?

Utility messages are those sent by businesses to provide valuable and timely information to their customers. Their purpose is not just to inform but to foster loyalty and retention:

• Order Confirmations: Helping customers track their purchases, which builds trust.
• Shipping Updates: Allowing real-time tracking of orders.
• Response to Inquiries: Providing immediate and satisfactory answers.

The accompanying image offers a clear and concise classification of utility messages on WhatsApp, categorizing them by sectors such as Retail & eCommerce, BFSI (Banking, Financial Services, and Insurance), Healthcare, and Telco. Each sector showcases practical examples of how businesses can use WhatsApp to communicate effectively with their customers.

Cost Reduction: An Opportunity for Growth

The decrease in utility message costs (98% in Colombia and 62% in Mexico) opens up new possibilities for businesses:

• Wider Reach: Lower costs enable businesses to reach a broader and more diverse audience.
• More Personalized Communication: With a higher volume of messages, it’s possible to segment customers and offer more relevant information.
• Improved Customer Experience: More fluid and personalized communication enhances customer satisfaction and encourages repeat purchases.
• Process Optimization: Automating utility messages frees up internal resources, allowing businesses to focus on higher value-added tasks.

How to Make the Most of This Opportunity

• Review Your Communication Strategy: Identify customer touchpoints where utility messages can be utilized.
• Personalize Your Messages: Segment your customers and provide them with relevant information.
• Use Clear and Concise Language: Avoid technical jargon and use a friendly tone.
• Measure Results: Use our platform’s reports to evaluate the impact of your campaigns.
• Explore New Features: WhatsApp offers tools to enrich your messages, such as quick reply buttons and interactive menus. Our experts are here to assist you through the process.