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Brands prefer WhatsApp for customer help

A customer care representative responds to a client via a WhatsApp message. [Getty Images]

WhatsApp is the top digital channel for conversational marketing in absolute numbers, driven by new features that enable customers to start and complete a purchase in a single WhatsApp chat window, according to latest research.

The research by global cloud communications platform Infobip analysed more than 473 billion digital communications interactions on its platform in 2023 between businesses and consumers to identify the latest global business messaging trends.

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