📌 About WhatsApp
WhatsApp is a versatile messaging app founded in 2009 by Brian Acton and Jan Koum, and acquired by Facebook in 2014. It offers text, voice, and video messaging, high-quality calls, group chats for up to 256 people, file sharing, and end-to-end encryption for privacy.
Additional features include status updates, a web version, business accounts, and a payment feature in select countries. Continuously updated, WhatsApp remains a vital communication tool globally.
🎯 Problem Definition
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👉🏻 Businesses, organizations, and influencers struggle to reach and engage with their audiences due to lack of a platform that combines broad accessibility, high engagement, multimedia support, and secure, real-time communication. This challenge is intensified by growing customer expectations for instant, personalized interactions and the need for a universally accessible, easy-to-use platform to connect with diverse customers worldwide.
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💼 Business Objectives:
- Enhanced User Engagement and Satisfaction: Achieving high CSAT and NPS scores, reflecting successful user engagement and positive perception.
- Increased Business Adoption: Onboarding a growing number of businesses and maintaining a high rate of new sign-ups, indicating effective market outreach and product-market fit.
- Revenue Growth: Generating significant revenue from premium features and achieving a high upsell conversion rate, ensuring the financial success of the product.
- Market Expansion: Increasing user growth rate and market share, vital for long-term scalability and sustainability.
👤 User Objectives:
- Satisfactory User Experience: Users should feel satisfied and engaged with the service, as reflected in high CSAT and NPS scores.
- Accessible and Valuable Tool for Businesses: Businesses should find the WhatsApp Channels feature easy to adopt and valuable for their communication needs.
- Value for Money: Users, especially businesses, should perceive the premium features as worth the investment, encouraging revenue growth through upsells.
- Wider Accessibility: Expanding the user base to include diverse markets, ensuring that the tool meets the needs of a broader audience.
👥 User Persona (Who are we building this for?)