Due to lockdown, business owners and sellers are using Whatsapp Business to communicate with their customers. It has helped them to increase their service and keep in touch with the prevailing customers. It has been reported that WhatsApp business has a download rate of 91 Million in India in the past few months. It has crossed 105 Million downloads in the second half of the last month and around 98% of the downloads are done in Android phones.

Shashank Mittal, a departmental store owner in Delhi said,” WhatsApp Business helped us communicate with users and push inventories and offers virtually because there was very little offline interaction during the lockdown period.” People also prefer this over other social media platforms like Instagram and Facebook as it is user-friendly and easily available everywhere.

“All types of customers, irrespective of age, income, and status use WhatsApp. Since people spend a lot of time on the app, it’s natural for small and medium-size merchants like us to engage existing customers there,” said Amol Dalmia of a Gurugram-based drycleaning.

Due to their growing user base, WhatsApp is also looking for widening their local team and is how hiring marketing managers for Small and Medium Business (SMB) and Commerce. With the launch of WhatsApp pay, the app is seeing tremendous growth in recent times and is widely adopted by small business owners and merchants all across India.

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Ms Pepper helps a customer by assisting them to gather relevant information relating to flight schedules or any cancellation that is been done. It also provides information about the airport, the travel guidelines, credit shell policies, and COVID related information among others. Working together with Whatsapp gives it an added advantage to function even when the network around is not good. The pandemic has created a situation when people around the world are seeking for contactless customer service from the airline companies. Ms Pepper stands as a solution that can give an uninterrupted service to its customers resolving all their doubts that they might come in their mind and the solution for the same is just a click away. The automatic agent will also help to connect with human customer service agents in case it is not able to provide the desired solution to the customer.

Debojo Maharshi, Chief Marketing Officer, SpiceJet said, “With Ms Pepper, we have tried to cater to all the important queries of our passengers who would otherwise call us or visit our website for resolution and have made the process completely hassle-free. Our latest offering would help passengers not only save time and energy and get instant resolution to their queries but also access all the important information about their bookings at their fingertips. We hope to see Ms Pepper winning hearts as our passengers embrace this new digital leap of ours.”

The 24×7 automated customer service agent will now get its second launch with improved features that will enable it to provide additional information to the customers such as the state-wise health protocols, requirements of e-pass/registration of different states, flight status modules, and details on boarding gate. Customers can also ask about the details regarding the airline’s add-on services which included SpiceMax. Queries relating to the priority check-in preferred boarding and bag out service as well as COVID insurance and booking of extra seats will also be answered. In short, the service agent is a one-stop solution for any queries /doubts that can come up before onboarding the flight.

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In order to maintain the app’s private nature and curb the spread of misinformation, this follows steps the Facebook-owned messaging application took earlier this year to limit the number of times messages can be forwarded. On Monday on Android, iOS and web for users in Brazil, Ireland, Italy, Mexico, Spain, the U.K., and the U.S the new Search the Web feature began rolling out.

WhatsApp said in a blog post-Monday that users with access to the feature can tap the magnifying glass icon in their chat, which uploads the message to their browser and enables them to find related news results or other sources of information about the content within.

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The campaign, namely ‘It’s Between You’, depicts WhatsApp’s commitment to the privacy of its users.

“With WhatsApp’s end-to-end encryption, we come closest to replicating real-life interactions and that’s when we can truly be ourselves. The conversations you have, the jokes you tell, and the memories you relive belong to you and deserve to stay between you,” said Avinash Pant, Director of Marketing at Facebook India.

WhatsApp along with Gauri Shinde, a celebrated Indian Bollywood director, and BBDO India had created two ads each of 60-seconds, which showcased the various features of WhatsApp like texts, video calls, and voice messages, which has helped people come closer making physical distances look smaller.

Continuing with the campaign the company brought out an advertisement in the first phase which is based on a true story about an elderly woman and her caregiver, who are now separated from each other.

In the same line there comes a second story which speaks of emotion, and is a light and fun-filled film about a younger sister who encourages her elder one through a WhatsApp video call, when the latter feels vulnerable and hesitant to give herself a haircut at home.

“From how to bring together the cast and crew that were right for the part and happened to be living together, and directing over a WhatsApp video call, to doing all the post-production work without being physically present, it’s been really rewarding,” said Shinde.

“WhatsApp is designed to help friends and family communicate as well as help users connect with a business that is important to them,’ said the company.

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