Priyanka Sekhri

Most businesses that decide to use WhatsApp for customer communication make the same initial assumption: that WhatsApp Business is WhatsApp Business, and the only decision is whether to start using it. In practice, there are two fundamentally different products available, and choosing the wrong one creates limitations that become increasingly costly to work around as communication volume grows and automation requirements become more complex. The WhatsApp Business App and the WhatsApp Business...

WhatsApp has become one of the most commercially important customer communication channels available to businesses today. With over two billion active users and open rates that consistently dwarf those of email, it is the channel where customers are most reachable, most responsive, and most likely to engage with the businesses they buy from. As more businesses invest in WhatsApp as a primary customer support and sales channel, the question of how to resource it effectively becomes...

Guest expectations in the hospitality industry have never been higher, and the gap between what guests expect and what most hotels actually deliver in terms of communication is one of the most consistently overlooked revenue and retention opportunities in the sector. A guest who books a hotel stay interacts with that hotel at a dozen different touchpoints between reservation and checkout, and what happens at each of those touchpoints determines not just whether they enjoyed their stay but...