The package arrives two days late. No explanation. No apology. Just silence.
The software feature you rely on disappears overnight. No warning. No alternative. Just confusion.
A few years ago, I had an experience that changed my perspective on business. It didn’t happen in a boardroom. It happened with a customer who was complaining.
Yesterday, a friend gave me access to his WhatsApp Business account. He has a local store that sells home products through WhatsApp and Instagram. He had over 200 open conversations
Picture this: You’re paying for a Ferrari, but you’re only using it to drive to the supermarket.
That’s essentially what most companies are doing with their software investments. The average large organization wastes
I’ve watched thousands of potential customers slip through digital cracks—excited buyers who asked detailed questions in WhatsApp, only to abandon their purchase when we sent them to a “simple” checkout page.
In the past year I have written more than enough about how consumers in Latin America are flocking to Whatsapp to buy their products and services. Still, this is no guarantee that they are going to buy from YOU.
Today I write this post with a bit of concern and at the same time enthusiasm. Things are as they are and we cannot change them. The only thing we can do is face them head-on to be able to solve them.
I know, I know. You’ve been running your business WhatsApp from your phone for years. Your customers know the number, you have months of chat history, and your team is comfortable with the familiar green app.
The WhatsApp notification pings. Your customer service agent glances at their phone, sees a product inquiry from a potential customer, and has exactly 30 seconds to make a decision.
Think about your closest relationships. They didn’t develop through a single interaction or even through one mode of communication.