Critizr, Europe’s customer interaction management specialists, has launched WhatsApp within its Critizr Connection platform.
Responding to the growing need of brands to build proximity between store managers and their customers, the new feature will be rolled out for Critizr Connection’s 60,000 plus retail users across Europe to further enhance the customer experience.
The update signifies Critizr’s commitment to providing brands with access to the apps, channels and ways to chat that customers like to use, so businesses can build close, valuable customer relationships every day.
The new WhatsApp functionality will initially be deployed in all hypermarkets for Critizr’s flagship customer, the French grocery leader Carrefour.
For users, the addition of WhatsApp will mean simplified management of customer interactions: store managers can quickly and easily connect with shoppers to improve customer experience and loyalty as part of their day to day role.
A single, unified view of the customer: WhatsApp messaging is integrated into the familiar Critizr platform interface which centralises messages and reviews for the shop floor and back office.
Real-time conversations: store managers are notified instantly when a WhatsApp message arrives and they can respond directly within the platform. Unlike email exchanges, fast, real-time conversations are facilitated – with less waiting time and risk of misunderstanding.
Building customer loyalty: people enjoy connecting with brands in the same way they do with friends and family, via an app that is deeply rooted in their every-day lives.
In 2021, 175 million people around the world use WhatsApp Business every day. In a world where everyone exchanges instant messages with their loved one, consumers expect to be able to do the same with their favourite store, contributing to the current digital transformation of the retail sector.
Thibaut Carlier, CPO and co-founder of Critizr, comments: “With the launch of WhatsApp in Critizr Connection, we are giving customers the opportunity to have their favourite brands in their pocket. This is a giant step forward for retail transformation. At Critizr, we want to bring local engagement back to life and make it easier for store teams to manage customer interactions. Giving them the ability to engage with their own customers via WhatsApp is about joining customers in their daily lives. We are very proud to support and accompany many of the world’s leading retailers in this process.”