Imagine opening your WhatsApp and finding a message from a company you've never heard of. You wonder how this company got your number and, suddenly, feel that your privacy has been invaded. This scenario, common in the daily lives of consumers, it is the result of inadequate digital marketing practices, like the sending of unsolicited messages
The misuse of WhatsApp by companies has drawn attention and raises a warning about the importance of good practices on the platform. Meta Guidelines, company responsible for WhatsApp, they can ban accounts for violating the terms of service
WhatsApp is used daily by 99% of Brazilians, segundo pesquisa MobileTime/Opinion Box. This high penetration makes the app an essential communication channel for businesses and consumers. Consequently, the banning of an account can generate various problems for the brand's reputation and customer loyalty
In a country where the app is used daily and, in many cases, it is the main bridge for communication between companies and consumers, any interruption in service can trigger a series of problems for brand reputation and customer loyalty
Risks that go beyond financial ones
Victor Hugo, Digital Business Leader at Huggy, explain why, in case of banning, the damages go far beyond the financial. When a company is banned from a platform like WhatsApp, it's not just the loss of immediate sales that is at stake. The customer's trust is shaken, and regaining that trust can be a long process. Good practices in using the platform are essential to avoid this type of problem.”
Besides the reputation, companies lose a fundamental tool for communication with their customers. The lack of access to WhatsApp can lead to delays in service, frustrating customers and causing them to seek alternatives with competitors
Consumer confidence
A study conducted by Cedro in partnership with E-Commerce Brazil revealed that 39% of consumerspreferthe digital service via WhatsApp. This data shows the relevance of WhatsApp for customer service and the need to use it responsibly
Furthermore, the proper use of WhatsApp can strengthen the relationship between companies and customers. By respecting the platform's policies, brands not only minimize the risk of banning, but also gain the trust of consumers, that value transparency and privacy in interactions
How to avoid banning
Meta recommends some practices to avoid banning, how not to send mass messages without the recipient's consent, respect the privacy policies and ensure that all interactions are relevant and useful for customers. Following these practices helps keep the account active and communication efficient
To avoid headaches and ensure that the company does not face banning issues, it is also important to use digital service platforms that are partners of Meta. Being a partner of Meta, these companies need to comply with all guidelines and policies, ensuring a safe experience for both the company and the customers, complete Victor Hugo
Коротко, the banning of a platform like WhatsApp can cause various damages in the relationship between businesses and customers. For that, companies must pay attention to good practices and usage policies to ensure their proper use and avoid losses that, as we saw, go beyond the financials
