{"id":22574,"date":"2022-06-01T08:30:26","date_gmt":"2022-06-01T06:30:26","guid":{"rendered":"https:\/\/fonvirtual.com\/en\/?p=22574"},"modified":"2026-07-28T18:49:46","modified_gmt":"2026-07-28T16:49:46","slug":"whatsapp-or-web-chat-choose-both","status":"publish","type":null,"link":"https:\/\/fonvirtual.com\/en\/blog\/whatsapp-or-web-chat-choose-both\/","title":{"rendered":"WhatsApp or web chat: Why choose one when you can have both?"},"content":{"rendered":"<style id=\"fv-tb-hide\">.et_pb_row_inner_1_tb_body,.et_pb_image_0_tb_body{display:none!important}<\/style>\n<div id=\"fv-meta-share\" style=\"position:relative;background:#fff;border:1px solid #ececf1;border-radius:12px;box-shadow:0 4px 18px rgba(20,20,60,0.05);padding:16px 18px;margin:0 0 24px 0;max-width:760px;font-family:inherit;\">\n<div style=\"display:flex;flex-wrap:wrap;align-items:center;gap:13px;\"><a href=\"https:\/\/fonvirtual.com\/en\/profile-of-emma-smith\/\" 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article with AI<\/span><\/div>\n<div style=\"font-size:13.5px;color:#5b5b6e;margin:0 0 16px;padding-left:8px;line-height:1.5;\">Pick an AI: opens a chat with the summary ready to go \u2014 you just hit send.<\/div>\n<div style=\"display:flex;flex-wrap:wrap;gap:10px;padding-left:8px;\"><a data-ai=\"https:\/\/chatgpt.com\/?q=\" target=\"_blank\" rel=\"nofollow noopener\" style=\"display:inline-flex;align-items:center;gap:8px;background:transparent;color:#2b2f3a;text-decoration:none;font-size:13px;font-weight:600;padding:9px 16px;border:1px solid #dcdce4;border-radius:26px;line-height:1;\"><span style=\"width:8px;height:8px;border-radius:50%;background:#12a37f;display:inline-block;\"><\/span>ChatGPT<\/a><a data-ai=\"https:\/\/claude.ai\/new?q=\" target=\"_blank\" rel=\"nofollow noopener\" style=\"display:inline-flex;align-items:center;gap:8px;background:transparent;color:#2b2f3a;text-decoration:none;font-size:13px;font-weight:600;padding:9px 16px;border:1px solid #dcdce4;border-radius:26px;line-height:1;\"><span style=\"width:8px;height:8px;border-radius:50%;background:#d97757;display:inline-block;\"><\/span>Claude<\/a><a data-ai=\"https:\/\/www.perplexity.ai\/search?q=\" target=\"_blank\" rel=\"nofollow noopener\" style=\"display:inline-flex;align-items:center;gap:8px;background:transparent;color:#2b2f3a;text-decoration:none;font-size:13px;font-weight:600;padding:9px 16px;border:1px solid #dcdce4;border-radius:26px;line-height:1;\"><span style=\"width:8px;height:8px;border-radius:50%;background:#1fb8a6;display:inline-block;\"><\/span>Perplexity<\/a><\/div>\n<div style=\"font-size:11.5px;color:#9a9aae;margin:14px 0 0;padding-left:8px;\">Opens in a new tab \u00b7 ChatGPT and Perplexity don&#8217;t require an account<\/div>\n<\/div>\n<p><script> (function(){ var card=document.getElementById('fv-resumen-ia'); if(!card)return; var h1=document.querySelector('article h1')||document.querySelector('h1'); var title=h1?h1.textContent.trim():document.title.replace(\/\\s*[|\\-\u2013\u2014].*$\/,'').trim(); var link=window.location.href; var enc=encodeURIComponent('Summarize this article from the Fonvirtual blog. Title: \u00ab'+title+'\u00bb. Link: '+link); card.querySelectorAll('a[data-ai]').forEach(function(a){a.href=a.getAttribute('data-ai')+enc;}); })(); <\/script><\/p>\n<p><span style=\"font-weight: 400;\">As we always say, for any modern business, <\/span><b>having multiple channels through which customers can contact is essential<\/b><span style=\"font-weight: 400;\">. The reason is that consumer preferences have changed, and they now choose to communicate by means that remain personal and direct, but also provide quick answers, allow for the exchange of documents and more. The company <\/span><b>must adapt to the demands of its customer to ensure the best customer experience<\/b><span style=\"font-weight: 400;\">.<\/span> <span style=\"font-weight: 400;\">In this sense, instant messaging applications <\/span><b>such as WhatsApp or Telegram, together with live chat<\/b><span style=\"font-weight: 400;\">, have become a very useful element to provide a good user experience and help any business to increase its interactions.<\/span> <span style=\"font-weight: 400;\">Now, precisely from the point of view of the <\/span><a href=\"https:\/\/fonvirtual.com\/en\/blog\/customer-experience-key-for-customer-satisfaction\/\"><span style=\"font-weight: 400;\">customer experience<\/span><\/a><span style=\"font-weight: 400;\">, <\/span><b>do you think it doesn&#8217;t matter the device you use to talk via web chat and WhatsApp?<\/b><span style=\"font-weight: 400;\"> The answer is yes, it matters. But if you want to know why, today in Fonvirtual we tell you why, read on!<\/span> <\/p>\n<h2><span style=\"font-weight: 400;\">The difference between WhatsApp and web chat<\/span><\/h2>\n<p> <span style=\"font-weight: 400;\">Although both channels are characterized by the immediacy of communication and are included in what we know as \u00abinstant messaging applications\u00bb, there is an aspect that not everyone is aware of: <\/span><b>WhatsApp is designed to be used on mobile and tablet<\/b><span style=\"font-weight: 400;\">, while the <\/span><a href=\"https:\/\/fonvirtual.com\/en\/web-chat\/\"><b>web chat<\/b><\/a><b> is optimized for its use on computer (and also on mobile but does not provide us with the user&#8217;s phone number)<\/b><span style=\"font-weight: 400;\">.<\/span> <span style=\"font-weight: 400;\">If we want to communicate via WhatsApp from our computer, we must access WhatsApp web, which involves <\/span><b>several actions on the part of the user before starting the communication <\/b><span style=\"font-weight: 400;\">(click on the button, take your phone, scan the QR code and log in).\u00a0<\/span> <span style=\"font-weight: 400;\">On the other hand, some live chat softwares, intended for computer use, may <\/span><b>not be as comfortable on a mobile device.<\/b> <span style=\"font-weight: 400;\">This <\/span><b>does not mean that we cannot include <\/b><span style=\"font-weight: 400;\">a WhatsApp button on the desktop version of a website (and vice versa with the web chat and mobile version), but it is true that, if we do so, <\/span><b>the customer experience will suffer.<\/b> <img loading=\"lazy\" decoding=\"async\" class=\" wp-image-22577 aligncenter\" src=\"https:\/\/fonvirtual.com\/en\/wp-content\/uploads\/2022\/06\/choose-whatsapp-or-chat-web-300x163.jpg\" alt=\"choose-whatsapp-or-chat-web\" width=\"399\" height=\"217\" \/> <\/p>\n<h2><span style=\"font-weight: 400;\">Case study: Harry&#8217;s experience<\/span><\/h2>\n<p> <span style=\"font-weight: 400;\">To make it clearer, <\/span><b>let&#8217;s take an example<\/b><span style=\"font-weight: 400;\">. Let&#8217;s imagine that Harry wants to access his personal area from his computer to carry out some procedures with his bank. Once he is on the website, although he enters his credentials correctly, an error message appears. When he contacts the technical service, he realizes that his bank offers <\/span><b>several ways of contact that he should consider<\/b><span style=\"font-weight: 400;\">:<\/span> <\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">On the one hand, you have the <\/span><b>traditional voice calls<\/b><span style=\"font-weight: 400;\">. However, he decides to discard this option because he has his mobile in another room and he doesn&#8217;t feel like getting up to get it.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">In addition, the bank also offers him the possibility of making contact <\/span><b>via <\/b><a href=\"https:\/\/fonvirtual.com\/en\/whatsapp-business-api\/\"><b>WhatsApp<\/b><\/a><span style=\"font-weight: 400;\">, a quick and easy-to-use medium, which he is already familiar with and has used more than once to talk to his family and friends.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">And finally, he also has another option, <\/span><b>live chat<\/b><span style=\"font-weight: 400;\">. But he dismisses it, because he has never used it and WhatsApp is more familiar to him.\u00a0<\/span><\/li>\n<\/ul>\n<p> <span style=\"font-weight: 400;\">Harry is in a hurry to access his account, so he automatically decides to talk via WhatsApp. However, he realizes that, when he presses the button, he is redirected to \u00abWhatsApp web\u00bb and that, to be able to talk from his computer, he must log in by scanning the QR code with the app on his mobile phone. But didn&#8217;t he leave it in another room? <\/span><b>Harry begins to despair <\/b><span style=\"font-weight: 400;\">and, as he has other things to do, he leaves the query for another time.\u00a0<\/span> <span style=\"font-weight: 400;\">The end of this story is that Harry forgot to contact the technical service and the next time he urgently wanted to access his bank account, he was unable to do so. Again, he lost his patience, and when he was asked to rate his experience with the bank, he <\/span><b>described it as terrible<\/b><span style=\"font-weight: 400;\">.<\/span> <span style=\"font-weight: 400;\">It is clear that Harry was wrong when choosing the means of contact, so the moral of this case is that the situation could have been avoided <\/span><b>by offering him the right channel for his situation from the outset.<\/b><span style=\"font-weight: 400;\"> This brings us to the next question.<\/span> <\/p>\n<h2><span style=\"font-weight: 400;\">Do you have to choose between WhatsApp or web chat?<\/span><\/h2>\n<p> <span style=\"font-weight: 400;\">It is common to think that <\/span><b>the customer always chooses the right channel according to what is most convenient for him at any given moment<\/b><span style=\"font-weight: 400;\">. If we question this assumption and, instead of letting them choose, we offer them certain forms of contact, the first thing we will probably think is that we are not concerned about adapting to them and making it easy for them.<\/span> <span style=\"font-weight: 400;\">However, if Harry&#8217;s experience shows us anything, it is that <\/span><b>this thought is wrong<\/b><span style=\"font-weight: 400;\">. Precisely because we care about making the user experience as pleasant as possible, we provide you with the most convenient and fastest channel for the device you are using, avoiding possible mistakes.<\/span> <span style=\"font-weight: 400;\">For example, the preferred chat service on the mobile version of <\/span><b>an insurer&#8217;s website in the section \u201crequest a crane\u201d online should be WhatsApp, <\/b><span style=\"font-weight: 400;\">as<\/span> <span style=\"font-weight: 400;\">this will allow the customer, for example, to share their location and facilitate the rescue process, even though the customer may not have realized this a priori.\u00a0<\/span> <span style=\"font-weight: 400;\">But the chat service preferred by the customer on the same insurer&#8217;s website for the <\/span><b>onboarding process should be the web chat, <\/b><span style=\"font-weight: 400;\">as it will allow functionalities such as voice or cobrowsing with the user to assist him when filling in the forms. <\/span> <span style=\"font-weight: 400;\">We see in these examples how each channel will deliver the best customer experience in a given context.\u00a0<\/span> <span style=\"font-weight: 400;\">Therefore, the key is not to choose between WhatsApp or web chat, but to <\/span><b>have different alternatives <\/b><span style=\"font-weight: 400;\">that allow us to offer the best experience to our customers depending on the situation, the device, the channel or the process in which the customer is. However, in any case it is necessary to have a solution that allows us to <\/span><a href=\"https:\/\/fonvirtual.com\/en\/virtual-pbx\/\"><span style=\"font-weight: 400;\">unify all the channels<\/span><\/a><span style=\"font-weight: 400;\"> we have so that the agent does not have to switch from one application to another to serve the customer efficiently.\u00a0<\/span> <span style=\"font-weight: 400;\">At Fonvirtual we want to help you to improve the user experience in your company, and for this reason, our team is at your disposal to solve all your doubts and accompany you throughout the process. 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