“Asynchronous messaging respects customers’ time—and when you meet people where they already are, CSAT, revenue, and retention follow.” — Gareth Bray, Premier CX

Gareth Bray, Business Development Director at Premier CX, joined Doug Green, Publisher of Technology Reseller News, to discuss how WhatsApp is becoming an essential business channel worldwide.

Premier CX, originally known for IVR audio and FAQ videos, now leads organizations through a “zero to amazing” journey on WhatsApp, helping them design, integrate, and scale conversational experiences.

Bray explained why WhatsApp is booming:

• Global adoption — >90% of consumers in India & Brazil already use it to talk to businesses; Europe and the U.S. are rapidly following.
• Convenience — Asynchronous messaging beats long hold times and tethered web chats.
• Trust — WhatsApp sits alongside family and friends, making it highly personal and effective.

The results are clear: companies report higher productivity, lower costs, stronger CSAT, and increased sales and retention. Bray shared examples from retail and utilities where WhatsApp journeys cut handle time, empowered customers, and improved outcomes for all parties.

Bottom line: Just as websites once became essential, WhatsApp is the next wave of customer engagement—and businesses that delay risk being left behind.

Learn more and try Premier CX’s WhatsApp demo at premiercx.co.uk.