Shopping via chat: Whatsapp makes shopping possible

Millions of people mainly exchange private messages via WhatsApp every day. Now the service belonging to Facebook is becoming increasingly commercial: shopping should be possible simply via chat. A payment function has already been announced.

The messenger service Whatsapp, which belongs to the Facebook group, will in future enable its users to buy products directly from a chat. The end customers use their normal Whatsapp application and do not have to install a second app. Smaller companies that offer the goods and services, on the other hand, use a special business app from Whatsapp to respond to customer inquiries. For larger companies, Whatsapp also offers an interface (API) for customer care systems or merchandise management software instead of a smartphone app. This means that a larger number of customer inquiries can be dealt with.

Whatsapp Managing Director (COO) Matt Idema said the coronavirus pandemic has made it clear that businesses need quick and efficient ways to serve their customers and make sales. "Whatsapp has become an easy and convenient resource during this time." Now it is important to expand the service. Whatsapp will expand the possibilities for consumers to find out about available products and to make purchases directly from a chat.

First customers: Vodafone Germany

Whatsapp Business was launched in January 2018. Since then, the service has developed dynamically. According to Whatsapp, more than 175 million people now send messages to a Whatsapp business account every day. The first customers of the service included Vodafone Germany and the Spanish airline Iberia, who have so far mainly responded to customer inquiries in Whatsapp chat. The Whatsapp Business interface is also used by start-ups such as Twillo, Messagebird, Yalochat and Infobip, which offer their own cloud communication platforms for their commercial customers.

In January, Facebook boss Mark Zuckerberg had already announced a payment service – Whatsapp Pay. The service should start in several countries in the next six months. Users could transfer money or pay bills via the messenger. You could then send money "as quickly and easily as a photo," Zuckerberg said, according to business media. It was still unclear when the service would start in Europe.