A recent survey conducted by e-commerce firm Zbooni revealed that approximately 85 percent of UAE residents favor communicating with businesses through WhatsApp. Among 1,000 UAE residents surveyed, the messaging app emerged as the top choice for communication, valued for its speed, accuracy, and assistance compared to other communication channels.
Ramy Assaf, CEO and co-founder of Zbooni, highlighted the efficiency of WhatsApp in addressing customer inquiries swiftly and without the formalities often associated with email or the frustrations of waiting on hold during phone calls.
According to the survey, 88 percent of respondents appreciated WhatsApp’s ability to deliver quick and precise responses from businesses, while 84 percent found it to offer a superior customer service experience compared to email.
Moreover, WhatsApp has seen extensive use as a primary channel for contacting businesses in the UAE, with approximately 65 percent of respondents utilizing it for product or service inquiries. This surpasses traditional methods such as call centers, email, and social media platforms.
Assaf emphasized the importance for UAE businesses to leverage WhatsApp to enhance customer experiences, foster sales, and improve customer retention given the strong demand for this mode of communication.
The survey underscores WhatsApp’s role as the preferred digital platform for facilitating interactions between businesses and consumers within the UAE market.