Fixably Adds WhatsApp Integration: Powering Consistent Customer Communication Globally
Good customer experience relies on clear and consistent communication. When businesses meet customers on the channels they actually use, they build trust, resolve issues faster, and foster loyalty. At Fixably, we know communication is core to the repair journey. That’s why we’re excited to announce that starting at the end of September, WhatsApp will be available as a new customer communication channel inside Fixably.
Communication Built into the Repair Workflow
Fixably’s platform integrates customer communication directly into repair operations:
- Multi-channel support: SMS, email, and now WhatsApp, fully integrated into order management.
- Consistency at scale: Technicians and customers can communicate within a unified chronological conversation view, ensuring continuity and compliance.
- Automation: Status updates and service messages can be triggered automatically with standardized snippets, preserving a uniform tone of voice across all channels.
- Accessibility: Customers can also use Fixably’s white-label self-service portal to track orders, create service requests, and manage logistics with minimal friction.
- Multilingual support: Serve customers in their preferred language with built-in support for multiple languages, ensuring a seamless and localized experience.
Why WhatsApp Matters
The inclusion of WhatsApp reflects both global market realities and changing consumer preferences:
- Global adoption: WhatsApp is used monthly by roughly half of all online adults worldwide, and is the leading messaging platform across Latin America, MENA, Africa, South Asia, and Southern Europe.
- Customer preference: A 2024 Mobile Ecosystem Forum survey across 15 countries identified a clear shift toward WhatsApp as a preferred channel for commercial messaging, while reliance on email continues to decline.
- Regional expectations:
- In Latin America, South Asia and Middle East, WhatsApp is the default communication tool, and consumers expect businesses to be accessible there
- In Europe, WhatsApp is installed on the smartphones of over 85% of users across Europe, confirming its dominance on the continent
- In the UK, 80% of internet users are on WhatsApp, with 65% naming it their main online communication service.
- In the United States Whatsapp is increasingly popular, currently being used by an estimated 98 million people.
This distribution underscores the importance of offering multiple communication channels, ensuring businesses can adapt to regional preferences without compromising service standards.
Enabling Repair Businesses Across 50+ Countries
Fixably supports repair operations in over 50 countries, where communication requirements and consumer habits vary widely. By extending our communication suite to include WhatsApp, we ensure that repair providers can:
- Meet customers on their preferred platform.
- Maintain compliance and operational consistency across markets.
- Deliver a superior customer experience that balances efficiency with reliability.
At Fixably, we want to empower repair organizations with technology that scales globally while remaining sensitive to local expectations. The WhatsApp integration is a direct step toward enabling repair businesses to deliver communication that is timely, consistent, and aligned with customer needs — wherever they operate.
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