Using WhatsApp as an Effective Communication Channel in the Housing Marketplace

In today’s fast-paced digital world, popular consumer communication channels can play a crucial role in determining the success of businesses. For businesses operating in the UK housing market, such as conveyancing services, structural and general surveys, and related services like finding solicitors and arranging EPC certificates, engaging customers across multiple channels is very useful. While traditional channels like phone calls and emails remain valuable, WhatsApp has emerged as a powerful tool for customer interaction due to its popularity, ease of use, and near instant communication capabilities.

Many consumers find this channel effective because it allows them to carry on with their daily activities and not be chained to a phone waiting to connect to a call handler or agent to assist with their query. This white paper outlines the importance of offering WhatsApp as a business communication channel for conveyancing services. It discusses the key factors influencing customer expectations, the importance of prompt responses, and the potential risks of underutilising this channel. It also emphasises the need for well-trained resources or smart Al chatbots to manage customer interactions effectively and to avoid dissatisfaction.

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