One in three Brits prefer to reach customer service via WhatsApp

Someone using WhatsApp on their phone.

One in three Brits would prefer to contact customer service via SMS or WhatsApp, new research shows, highlighting the need for businesses to employ a fully omnichannel presence. 

Despite call centres being a traditional means of communication between brands and their customers, this is now the preference for under half of the UK population (43%), according to a survey of 1,000 Brits by telecoms provider Esendex. 

In a similar vein, 79% of consumers would...