WhatsApp is the communication method of choice in the GCC for both professional and social environments. Earlier than most regions, WhatsApp became a dominant business-to-consumer communication method in the GCC. WhatsApp began as a formal business tool in 2018, with the launch of WhatsApp’s business suite by Meta.
WhatsApp offered the ideal balance of urgency, timeliness, and personal interaction for customers requiring prompt support. Globally, mobile adoption has increased substantially since the early 2000s, and the data reflects this. As of October 2025, the International Telecommunication Union reports that over 82% of people aged 10 and above own a mobile phone.
How does Customer Service via WhatsApp tie to National Visions?
WhatsApp doesn't directly connect to Visions or National Priorities across the GCC, but it plays a vital role in strengthening customer journeys, experiences, and services throughout the region. As a result, WhatsApp's influence becomes significant in making services more accessible and responsive for users across both public and private sectors. Governments across the GCC are actively modernising service delivery, and conversational channels like WhatsApp offer a familiar means of communication with vendors. When combined with excellent customer service from the customer care team responsible for responses via WhatsApp, the time to resolution and overall customer satisfaction can be greatly improved through this quick communication channel.
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Does Your Organisation Use WhatsApp?
Most organisations across the GCC now use WhatsApp as a service and communication channel. However, adoption alone does not guarantee value. The real differentiator lies in how it is used, from response times and message clarity to tone, consistency, and knowing when human intervention is required. Understanding what to say, when to say it, and how quickly to respond determines whether WhatsApp strengthens trust or becomes another source of customer frustration.