Think about the last time you reached out to a customer service department.
Maybe you had to:
Now imagine sending a real-time message and receiving a helpful response within minutes (sometimes even seconds).
Wouldn’t it be better if the information you needed arrived instantly in the form of a short video, quick voice note, or step-by-step PDF?
That’s exactly what WhatsApp brings to customer service. It eliminates hold music, callbacks, and inbox clutter - offering simple, valuable, and authentic interactions via an app customers already know and trust.
Put simply, it’s a cost-effective upgrade to your existing service channels.
At Premier CX, we’re excited because WhatsApp for customer service is a true win-win: contact centres reduce costs and customers enjoy a faster, better experience.
But if you're not convinced, here are five more reasons your customer service team needs a WhatsApp upgrade:
As ChatGPT might say, “we live in a fast-paced digital world”. One-click shopping, real-time pizza tracking, and same-day delivery are the norm.
So why is customer service still lagging behind?
Keeping existing customers happy is almost always easier (and cheaper) than winning new ones. WhatsApp helps bridge this experience gap by giving customers the real-time responses they’ve come to expect - on a platform they already know and use every day.
No need to build a new app, no extra hoops to jump through. Just a quick message, a fast reply, and usually, it’s problem solved.
And when businesses deliver service at speed, they don’t just solve problems - they build loyalty. Happy customers come back, time and time again.
With over two billion active users worldwide - and 59 million in the UK alone - WhatsApp isn’t just popular, it’s a global phenomenon. As of 2025, it’s the leading messaging app in more than 100 countries and, between 2023 and 2024, it was the only service channel showing growth in UK based contact centres.
Whatever your market, chances are your customers are already using WhatsApp daily to connect with friends and family. Meeting them on a platform they’re comfortable with makes engaging with your brand feel natural, not forced.
Compare that to asking customers to download a dedicated app or use a clunky webchat on their mobiles. That’s just not typical user behaviour. WhatsApp, on the other hand, taps into existing habits and preferences -making interactions smooth, familiar, and effortless.
Customers don’t stop having questions - or complaints - at 5 p.m. If they can place orders anytime, shouldn’t service be available around the clock too?
That’s where WhatsApp shines. With automation, it can be “always on.” At Premier CX, our conversation designers bring 25 years of experience creating best-in-class customer journeys. We build tailored workflows for each use case, and once you approve them, they run seamlessly.
Automation handles routine tasks like order tracking, FAQs, appointment confirmations, account updates, and billing queries. When a more complex or unique issue arises, the conversation is quickly routed to a human agent.
The result is a perfect balance of efficiency and personalisation: your team works smarter, your customers are happier, and some contact centres have already seen call volumes drop by up to 33%.
Trust is everything in business, especially with cyber threats on the rise. Since 2022, phishing attacks have skyrocketed 4,151%, with fraudsters pretending to be legitimate businesses via email and SMS.
WhatsApp gives your customers confidence that they’re communicating safely. With Meta verification (the blue tick) and end-to-end encryption, every conversation is private and secure. Whether customers are sharing an address, a receipt, or sensitive personal details, they can trust their information is protected.
This peace of mind not only safeguards your customers but also strengthens your reputation and builds long-term loyalty too.
Here’s the truth that marketers have known for a while - even if some customers service directors haven’t fully embraced it: people just don’t open emails like they used to. Open rates are languishing below 20%, and actual read rates are even lower. How can you effectively communicate with a hard-won audience through a channel many now associate with spam?
That’s where WhatsApp changes the game. Messages get read - and fast. Open rates hover above 90%, and the average response time is under three minutes.
Whether it’s your inbound or outbound messages, appointment reminders, shipping updates, or simple “how can we help?” WhatsApp msgs are actually seen - and acted on.
Instead of creating a backlog of emails that your agents will spend all week sorting through, WhatsApp allows you to connect with customers in real time, solving issues faster and keeping them engaged.
At the end of the day, WhatsApp isn’t just a messaging tool - it’s a bridge between your business and your customers. It lets you connect in real time, provide personalised support, and build trust in ways email or traditional channels simply can’t match.
From instant responses and rich multimedia messaging to automation and rock-solid security, WhatsApp empowers businesses to meet customers where they are - quickly, efficiently, and personally.
In a marketplace where attention is fleeting and brand loyalty is fragile, the companies that thrive are the ones that make customers feel heard and valued. WhatsApp gives you the tools to do exactly that.
The real question is: will you seize this opportunity, or let your competitors take the lead?
Want to learn more about WhatsApp?… Download our free guide to WhatsApp as a Channel for Customer Service here.