Customer communication has evolved dramatically in recent years. Today, WhatsApp and phone calls stand out as two of the most effective tools for closing sales, each offering unique advantages.
In this article, we’ll explore how both channels can benefit your business, highlighting their strengths, limitations, and impact on your customers’ experience and your sales team’s efficiency. Find out how to elevate your strategy with Chat Center and the WhatsApp Commerce tools your business needs!
Why Compare WhatsApp and Phone Calls?
While phone calls have long been the standard for direct sales, they now face competition from the rising popularity of WhatsApp, a flexible and powerful tool for communication and sales.
With over 2 billion active users globally, WhatsApp has become a highly attractive platform for managing relationships and closing deals. On the other hand, phone calls remain a trusted, personal channel ideal for building trust and resolving questions in real time.
Advantages of Selling Through WhatsApp
1. Flexibility and Convenience for Customers
WhatsApp allows customers to respond at their convenience, reducing pressure and enhancing the overall experience. A report by MobileSquared (2022) found that 67% of consumers prefer messaging brands over phone calls.
2. Documentation of Sales Processes
Messages remain saved, providing a reliable record for future reference. This is invaluable for avoiding misunderstandings and analyzing customer patterns. Tools like Chat Center can help you maintain a well-organized sales process.
3. Automation with Chatbots
With WhatsApp, you can implement chatbots to automate responses, collect information, and even close sales without human intervention. 80% of businesses are already leveraging or planning to use chatbots, according to Business Insider Intelligence (2023).
4. Multimedia Messaging
WhatsApp supports multimedia, allowing you to send videos, images, and documents to showcase your products or services effectively.
Advantages of Selling Through Phone Calls
1. Emotional Connection and Personalization
Phone calls allow for direct, personal interaction. Sales representatives can adapt their tone and pitch to suit the customer’s reactions, fostering trust and closing deals more effectively.
2. Immediate Resolution of Queries
Phone calls are unmatched in their ability to address customer concerns instantly. A Gartner (2023) study found that 54% of customers prefer interacting with a representative for complex questions or immediate solutions.
3. Persuasive Power in Real Time
Sales professionals can leverage real-time feedback to adjust their strategies and effectively close deals during a call.
Downsides of Each Channel
- Lack of Immediacy: Response times depend on the customer, potentially prolonging the sales cycle.
- Limited Emotional Connection: Written communication lacks the personal touch of a voice conversation.
Phone Calls
- Interruptions: Customers may find unscheduled calls intrusive. HubSpot (2022) reported that 61% of customers dislike unplanned sales calls.
- Limited Documentation: Calls are harder to document, increasing the risk of lost information.
Choosing the Right Channel for Your Business
When to Choose WhatsApp
- Use WhatsApp for sales processes requiring multiple interactions or the sharing of materials. It’s ideal for non-intrusive communication and automated follow-ups.
When to Choose Phone Calls
- Opt for phone calls for complex sales or situations requiring immediate resolutions. Calls are especially effective when aiming to close deals in a single interaction.
Combine Channels for Maximum Impact
The optimal approach often involves combining WhatsApp and phone calls to maximize conversion opportunities and enhance customer experience. With tools like Chat Center, businesses can harness the power of WhatsApp Commerce to stay ahead.
