WhatsApp has made enterprise messaging free to boost AI chatbot conversations and enhance its share within the rising market dominated in India by conventional SMS. This makes the platform the most cost effective channel for companies to speak.
“Beginning November 1, 2024, service conversations are free for all companies (free tier conversations are actually limitless as a substitute of capped at 1,000). As a reminder, a customer support window have to be open between you and a WhatsApp consumer earlier than you possibly can ship the consumer a non-template message,” the corporate stated in an announcement.
Based on an ET report, service messages — akin to buyer queries on order standing, flight ticket rescheduling, and so on. — on WhatsApp have been charged Rs.0.25 in India. SMS prices Rs.0.12-0.15, whereas Google’s RCS (wealthy communication providers) is priced Rs. 0.20-0.25.
Though WhatsApp has turn into a major messaging platform within the nation, conventional SMS, nonetheless dominates about 90% of the enterprise communication market whereas WhatsApp has a 30% share. Based on specialists, the most recent transfer might assist WhatsApp appeal to two-way conversations, permits manufacturers to spend on click-to-WhatsApp advertisements on different Meta platforms and generate user-stickiness amid AI adoption.
The platform can even be making utility templates free for companies. “Beginning April 1, 2025, utility templates despatched inside a customer support window are free for all companies. Utility templates despatched outdoors a customer support window will proceed to be charged the utility charge. Suppose a WhatsApp consumer sends you a message asking when the bundle they ordered will likely be delivered. In that case, you possibly can reply throughout the customer support window with a textual content message or utility template message, and neither incurs a cost.”
Written with the View : afaqs